Levels of Discomfort, Satisfaction, and Views of Improvements on The Quality of Amenities and Facilities in Budget Hotels in Ormoc City
DOI:
https://doi.org/10.65339/ijsis.V1.I3.179Keywords:
Accommodation Quality, Budget Hotels, Guest Discomfort, Guest Satisfaction, Hospitality Services, Improvement Priorities, Sustainable TourismAbstract
This study assessed guests’ levels of discomfort, satisfaction, and suggested improvement priorities concerning amenities and facilities in budget hotels in Ormoc City, Leyte, Philippines. Anchored in Maslow’s Hierarchy of Hotel Guest Expectations and Expectancy-Disconfirmation Theory, the study employed a descriptive survey research design involving 100 guests from ten selected budget hotels through convenience sampling. Data were collected using a researcher-developed, pilot-tested questionnaire with a five-point Likert scale and analyzed using frequencies, means, and weighted means. Findings revealed mild discomfort with hotel amenities (WM = 2.20) and facilities (WM = 1.96), while guests reported high satisfaction with amenities (WM = 3.65) and facilities (WM = 3.70). Limited storage space recorded the highest discomfort among amenities (WM = 2.52), whereas front desk service received the highest discomfort rating among facilities (WM = 2.14). Improvements were considered slightly necessary for amenities (WM = 2.21) and facilities (WM = 1.98), with storage space and front desk service identified as the leading priorities. The study concluded that budget hotels generally met guest expectations despite specific areas requiring improvement. It recommends enhancing in-room storage, strengthening front desk operations, and maintaining existing cleanliness and safety practices. The findings align with Sustainable Development Goal 8 (Decent Work and Economic Growth) and SDG 11 (Sustainable Cities and Communities) by supporting improved hospitality services and local tourism development. The study contributes to socioeconomic, community, and institutional sustainability by providing evidence to guide accommodation improvements, strengthen service quality, and support the long-term viability of budget hotels in Ormoc City.
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Copyright (c) 2026 Julianah V. Tabudlong, Holly Latorre, Aaron John V. Piquero, Jc.Juspher G. Pilapil, Jerwin S. Peña, Ma. Chiellene Orogan, Bianca Jane W. Matugas, Cherry Mae Q. Cabantoy, Carl Vincent B. Ano-os, Francis Ian B. Almaden, Neil Christian B. Cabugao, Mae B. Alibio, Ashley Lacdaying, Jenny A. Babor (Author)
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