Industry's Expectation and Experience to Hospitality Practitioners In Davao City

Authors

  • Kymwell Hinlayagan College of Hospitality Education, University of Mindanao, Davao City, Philippines https://orcid.org/0000-0002-5870-1518
  • Vanne Adrian Emborgo College of Hospitality Education, University of Mindanao, Davao City, Philippines
  • Ayumi Koyama College of Hospitality Education, University of Mindanao, Davao City, Philippines

Keywords:

Expectation, Experience, Hospitality Practitioners, Industry

Abstract

Knowing what factors of competencies that industry has expected to the employees, and what factors offer a quality of service by the hospitality practitioners are the essentials in distinguishing the expectation and experience of the industry. The purpose of this paper is to measure the level of industry’s expectation and experience to hospitality practitioners in Davao City. Descriptive research was utilized in this study using a questionnaire of data gathering. The respondents in this study are the industry professionals. Also, the statistical tools used were the Frequency Count, Percentage, Mean and Pearson R in analyzing the data. A total of fifty respondents were surveyed from selected hospitality establishments located in Davao City. Majority of the respondents are from hotel establishments and the years of their establishments are mostly 16 years and above. Result shows that the level of industry’s expectation to hospitality practitioners is very high. On the other hand, the result also shows that the level of industry’s experience to hospitality practitioners is very high. Furthermore, there is a significant relationship between industry’s expectation and industry’s experience to hospitality practitioners. Off all five indicators from Servqual Model, only empathy got a description of agree. The researchers suggest that the hotel managers may encourage the staffs to be more caring for the customers and provide programs, seminars, and trainings to improve their skills. Also, the future researchers may pursue another research on the industry’s expectation and experience particularly to the factors that can improve service quality. 

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Published

2020-07-31

How to Cite

Hinlayagan, K., Emborgo, V. A., & Koyama, A. (2020). Industry’s Expectation and Experience to Hospitality Practitioners In Davao City. La Ricerca, 6(1), 17–35. Retrieved from https://ieesjournals.com/index.php/laricerca/article/view/133