Extent of compliance of the department of tourism's (DOT) accommodation standards and customer satisfaction of non-accredited hotels in Davao City

Abstract

This is a non-experimental quantitative research which was aimed at determining the significance of the relationship between compliance with Department of Tourism (DOT) standards and customer satisfaction of non-accredited hotels in Davao City. One hundred hotel guests were surveyed from six non-accredited hotels using a questionnaire that was based upon the minimum standards of the DOT for accommodation institutions. Results revealed that both extent of compliance of hotels with DOT standards and customer satisfaction were moderate. The results mean that customers were slightly contented with the products and services afforded by hotels that are not compliant with the DOT standards. Significantly, the correlation test of variables revealed that compliance and customer satisfaction are positively and considerably related, which suggests a locked-in relationship of these two variables in that the increase in the extent of compliance to standards will increase the level of customer satisfaction. Studies show that satisfied customers make referrals of either a product or service to friends and family members. Therefore, it is concluded that compliance with standards will boost customer satisfaction as well as draw in more profits. Keywords: public administration, compliance, customer satisfaction, non-accredited hotels, Department of Tourism, Philippines