Title

ONLINE CUSTOMER REVIEWS OF MABUHAY ACCOMMODATIONS: ITS EFFECT TOWARDS SERVICE QUALITY AND CUSTOMER SATISFACTION

Author(s)

Paul David R. Balladares

Nicie Vitamie E. Malinao

Gerson C. Origines II

Angela J. Ponday

Affiliation

Misamis University

Degree Program

Bachelor of Science In Hospitality Management

Contributor

Ilusorio,Gilda L. - Adviser

Laput, Joseph Glenn J. - Panel

Carpio, Renzitelo Alf P. - Panel

Elmedulan, Arniel Jr. M. - Instructor

Year

2025

Abstract

Online feedback is becoming increasingly popular, especially in the lodging industry. This study investigated how Mabuhay Accommodations online customer support affected both customer happiness and service quality. The study combined a descriptive-correlational research strategy with a quantitative research technique. The study was carried out at Ozamiz City and Oroquieta City, two of Misamis Occidental's largest cities. The 150 people who had reservations at the Mabuhay hotels in Clarin and Ozamiz City served as the study's responders. With a sample size of 150 people, the researchers used purposive sampling. Customer satisfaction, service quality, and online customer reviews were the research questionnaires that were employed. The statistical methods employed in the study were Spearman's rank correlation, mean, and standard deviation. The findings indicate that consumer satisfaction, quality, service, and internet reviews were all quite high. The results demonstrated that online reviews of Mabuhay lodgings had a significant favorable impact on both customer happiness and service quality. Several inferences may be made from the study's findings. Enhancing customer happiness and service quality requires a robust system for tracking, reacting to, and learning from online evaluations. When a high link is shown between service quality and internet reviews, client satisfaction is positively influenced. Customer satisfaction greatly impacts Mabuhay Accommodations' online customer service caliber and promptness putting in place effective strategies for improving customer satisfaction and service standards in response to feedback. Continuous improvement is ensured by implementing a methodical approach to client feedback. It is advised that Mabuhay Accommodations prioritize incorporating a cutting-edge feedback management system in order to monitor and address iii internet reviews. The hotel should be able to utilize this system to systematically evaluate feedback, identify. recurring issues, and implement focused modifications in order to enhance service quality.

Keywords

Online Feedback, Service Quality, Customer Satisfaction, Online Customer Reviews, Feedback Management System.