Surigao Del Sur State University: Appendix A Sample Permit Letter To Authorities

Republic of the Philippines
SURIGAO DEL SUR STATE UNIVERSITY

Tandag, Surigao del Sur
GRADUATE SCHOOL
APPENDIX A
SAMPLE PERMIT LETTER TO AUTHORITIES
February 17, 2016
MS. ALBINA MARIE C. PEREZ

Hotel Supervisor
Villa Maria Luisa Hotel
Ma’am:
Greetings!
The undersigned is currently conducting her graduate thesis entitled, “Hotel Services:
Basis for Development Intervention Program” She is also a faculty from the Hotel and
Restaurant Management Program of Surigao del Sur State University- Tandag Campus.
The study aims to assess the level of service quality of all accommodation facilities here
in Tandag City. The output of the study will be a Hospitality Development Program that will
commence partnership between SDSSU-HRM program and Tandag City Hotel and Restaurant
Association (TCHARA) in delivering trainings and services to employees to further develop
service. Respondents of the study will be the employees and guests.
In line with this, I would like to request your good office to allow the selected HRM
Students to conduct the survey in your establishment. Your positive response will highly
contribute to the success of this research endeavor and partnership.
Truly yours,
(SGD)JULY HERA D. GATAL

Researcher
Noted by:
(SGD)ROVILYN K. DAGONDON, DBA

Adviser
Approved by:
(SGD)MS. ALBINA MARIE C. PEREZ

Hotel Supervisor
55
GRADUATE SCHOOL
APPENDIX B
LETTER TO RESEARCH INSTRUMENT VALIDATORS
February 9,
2016
JOCELYN B. PANDUYOS, Ed.D (CAR)

Director, Research and Development
Ma’am:
Greetings of peace!
Foremost, I would like to say thank you for all the knowledge you have shared to
me in the aspect of research. You are my primary mentor in these undertakings.
I am writing this letter request to ask for your most valuable time to evaluate and
validate the survey questionnaire for my graduate thesis entitled, “Service Quality of
Hotel Employees and Guests: Basis for Hospitality Development”. It will be my great
honor to have my questionnaire critiqued by one of the most distinguished experts in the
field of research. Your suggestions will be highly regarded for the improvement of the
paper.
Attached herewith is a copy of the Statement of the Problem and Validation Form
for your perusal. Thank you so much for your time and effort.
With a lot of gratitude,
(SGD)
JULY HERA D. GATAL
Noted by:
(SGD) ROVILYN K. DAGONDON, DBA

Adviser
56
GRADUATE SCHOOL
February 9, 2016
RUDYARD RYANN T. VERANO, MBA

Program Chairperson, HRM
Sir:
Greetings!
I am writing this letter request to ask for your most valuable time to evaluate the
survey questionnaire for my graduate thesis entitled, “Service Quality of Hotel
Employees and Guests: Basis for Hospitality Development”. I highly believe that your
expertise as an educator at the same time practitioner in the industry will highly
contribute to the validity of the research instrument for the study.
(SGD) JULY HERA D.

GATAL
Noted by:

Adviser
57
GRADUATE SCHOOL
February 9, 2016
MS. FLORENCE U. ABIS

City Tourism Officer
Tandag City
Ma’am:
Mabuhay!
Employees and Guests: Basis for Hospitality Development”. The focus of the study is on
tourism related establishments (TREs). Hence, I highly believe that your expertise in
tourism industry will highly contribute to the validity of the research instrument for the
study.
(SGD) JULY HERA D.

GATAL
Noted by:
58
GRADUATE SCHOOL

Adviser
February 9, 2016
CLARA G. ERLINA, MBA-HRM

Instructor/HRM Practicum Adviser
Ma’am:
Maayong Adlaw!
I am writing this letter request to ask for your most valuable time to evaluate and
validate the survey questionnaire for my graduate thesis entitled, “Service Quality of
Hotel Employees and Guests: Basis for Hospitality Industry Development”. Aside from
graduate education majoring in hotel and restaurant management, I believe that your
experience in the academe for more than a decade will serve as your gear in the
evaluation. It will be my great honor to have my questionnaire critiqued by one of the
most distinguished academicians in the field of hotel and restaurant management. Your
suggestions will be highly regarded for the improvement of the paper.
(SGD) JULY HERA D.

GATAL
Noted by:
59
GRADUATE SCHOOL

Adviser
February 9, 2016
MS. ALBINA PEREZ

Manager, Villa Maria Luisa Hotel/
President, Tandag City Hotel and Restaurant Association
Ma’am:
Greetings!
Employees and Guests: Basis for Hospitality Development”. I highly believe that your
expertise as a practitioner in the industry will highly contribute to the validity of the
research instrument for the study.
(SGD) JULY HERA D.

GATAL
Noted by:
60
GRADUATE SCHOOL

Adviser
APPENDIX C
Map of Tandag City
Source: City Tourism Office, Tandag City 61

GRADUATE SCHOOL
APPENDIX D
Key Informant Interview (KII) Format
Profile of the Hospitality Industry
Name of Establishment: __________________________________________

Owner/Manager: _______________________________________________
Date Interviewed: _______________________________________________
1. Number of years in operation: ______________________

2. Occupancy Rate : ______________________
3. Estimated Income:
For month of August 2015 _____________________
For month of September 2015___________________
For month of October 2015 ____________________
4. Ownership: (please check from the choices)
__________ Family Owned ____________Corporation
5. Available Services Offered: (please check as many as applicable)
__________ Front Office Services ___________ Housekeeping
Services
__________ Food and Beverage ___________ Events/Functions
__________ Cottages/Pool ___________ Concessionaries
(ex.
Souvenir Shops, Gym, Spa,
Recreation, etc.)
__________ Other, pls. specify ____________________________
Interviewee: _______________________________________________
Position: _______________________________________________
Interviewer: _______________________________________________
62
GRADUATE SCHOOL
APPENDIX E
Sample Questionnaire for Hotel Employees
Survey Questionnaire
on
SERVICE QUALITY OF HOTEL EMPLOYEES AND GUESTS: Basis for Hospitality Industry
Development
Dear Respondent:
May we solicit your time and effort in answering this questionnaire? Data collected will
be used in quality development efforts. The questionnaire measures your perception on service
quality in this particular hotel. Thank you so much for your cooperation.
Researcher
Part I. Profile of the Employee

Direction: Please check the appropriate information in the space below.
1. Length of Service in the Hotel

_________ below 1 year _________ 1 year
_________ 2 years _________ 3 years
_________ 4 years _________ 5 years
_________ above 5 years
2. Do you have any work experiences before in job related? ______Yes

_______No
If yes, please proceed to Number 3. If no, proceed to Number 4.
3. Length of Work Experience in Job Related

_________ below 1 year _________ 1 year
_________ 2 years _________ 3 years
_________ 4 years _________ 5 years
_________ above 5 years
4. Educational Attainment
_________ Elementary Level ___________ College Level
_________ Elem. Graduate ___________ College Graduate
_________ High School Level ___________ Master’s Degree
_________ High School Graduate ___________ With Master’s Units
_________ Doctorate Degree ___________ with Doctorate Units
5. Trainings/Seminars Attended: (please check as applicable)
63
GRADUATE SCHOOL
_________ Front Office ___________ Housekeeping

_________ Food and Beverage Services ___________ F & B Cost Control
_________ Communication ___________ Personality Development
_________ Bartending/Flaring ___________ Events Management
_________ Cooking/Cookery ___________ Sales and Marketing
_________Customer Service Relation ___________ Value Training Seminar
_________ Food Handling
_________ Other, pls. specify ____________________
Part II. Service Quality
Direction: Please rate the following statements by putting a check mark on the column using the
following adjectival rating: 1=Strongly Disagree; 2=Disagree; 3=Moderately Agree or Disagree;
4=Agree; 5=Strongly Agree.
5 4 3 2 1
Item “Strongly “Agree” “Uncertain “Disagree “Strongly
Service Quality Determinants
No. Agree” ” ” Disagree
”
TANGIBLES
T1. The hotel has visually appealing buildings
and facilities.
T2. Personnel are well-dressed and neat.
T3. The atmosphere and equipment are
comfortable and appropriate for purpose of
stay (beds, chairs, rooms, etc. comfortable,
clean and tranquil)
T4. Materials associated with the services are
adequate and sufficient (soap, shampoo,
towel, etc.)
T5. The service units of the hotel have
adequate capacity (dining rooms, meeting
rooms, swimming pools, etc.)
ACCESS
A1. The service of the hotel is easily accessible
by telephone (lines are not busy and they
don’t put you on hold).
A2. Waiting time to receive services is not
extensive.
A3. The operating hours of hotel are
convenient to all their guests.
A4. It is easy to access to the hotel
(transportation, car parking area, etc.)
A5. Getting information about the facilities and

services of the hotel is easy (reaching
64
GRADUATE SCHOOL
information via phone, internet, direction

signs, etc.)
COMPETENCE
CE1. The hotel is equipped with highly
competent employees.
CE2. The hotel staffs are knowledgeable of their
products and services.
CE3. Employees provide skilled and efficient
service.
CE4. Employees perform the services right the
first time.
CE5. The services of employees exceed hotel
guests’ expectations.
RESPONSIVENESS
RS1. Employees reply readily in any concern of
the guest.
RS2. Employees are always available when
needed.
RS3. Employees respond to requests quickly.
RS4. Employees check guest satisfaction.
RS5. Employees give prompt services (check-in,
check-out process, etc.).
RELIABILITY
RY1. The hotel provides service as promised.
RY2. Employees provide accurate information to
the guests.
RY3. Employees perform services correctly.
RY4. Employees inform guests when the service
is to be provided.
RY5. Guests can depend on the hotel
employees.
COURTESY
CY1. Employees always treat guests in a friendly
manner.
CY2. Employees greet guests as soon as possible.
CY3. Employees show enthusiastic service.
CY4. Employees treat customer nicely regardless
of customer’s attire.
CY5. Employees respect the guests (not offensive
or sarcastic).
COMMUNICATION
65
GRADUATE SCHOOL
CN1. Employees speak with guests by

appropriate language.
CN2. Employees able to communicate with the
guests effectively.
CN3. Employees explain the service itself to
guests.
CN4. Employees explain how much the service
will cost to the guests.
CN5. The hotel resolves guest complaints and
compensates for the inconveniences guests
suffer.
CREDIBILITY
CR1. The hotel employees have product

knowledge of the hotel.
CR2. The hotel employees have the skills
required to perform service.
CR3. The hotel serves consistent services
(providing the same services and associated
materials every time).
CR4. Food and beverages served are hygienic,
adequate and sufficient.
CR5. The hotel provides errorless payment
system.
SECURITY
SY1. The hotel provides its guests a safe and

secure place.
SY2. Employees instill confidence in guests.
SY3. Employees have high in-depth occupational

knowledge (professional skills, language,
communication skills, etc.).
SY4. Employees are concerned about customers’
safety and privacy.
SY5. Guests and visitors can trust the employees
of the hotel.
UNDERSTANDING/KNOWING THE CUSTOMER
UK1. Employees have knowledge to provide
information and assistance to guests in
areas they would require (shopping,
convenience stores, places of interests,
66
GRADUATE SCHOOL
etc.).
UK2. Employees make guests the first priority.
UK3. Employees of the hotel understand the
specific needs of guests.
UK4. Employees give guests individualized
attention that makes them special.
UK5. The hotel provides flexibility in services
according to guest demands.
Thank you so much.
67
GRADUATE SCHOOL
APPENDIX F
Sample Questionnaire for Hotel Guests
Survey Questionnaire
on
SERVICE QUALITY OF HOTEL EMPLOYEES AND GUESTS: Basis for Hospitality Industry
Development
Dear Respondent:
May we solicit your time and effort in answering this questionnaire? Data collected will
be used in quality development efforts. The questionnaire measures your perception shaped
during your stay in this particular hotel. Thank you so much for your cooperation.
Researcher
Part I. Profile of the Guest

Direction: Please check the appropriate information in the space below.
1. Sex
_________ Male __________ Female
2. Nationality (please specify) _____________________
3. Marital Status
_________ Single ___________ Married
_________ Other
4. Age
_________ 18 – 24 years old ___________ 45 – 54 years old
_________ 25 – 34 years old ___________ 55 – 64 years old
_________ 35 – 44 years old ___________ 65 years old or above
_________Other, please specify _____________
5. Type of Guest
_________ Internal Guest ___________ External Guest
6. Type of Services Availed
68
GRADUATE SCHOOL
_________ Front Office Services ___________ Housekeeping Services

_________ Food and Beverage Services ___________ Events/Functions (Gov’t –
Corporate)
_________ Cottages/Pool Services ___________ Concessionaries (ex. Souvenir
Shops,
Gym, Spa, Recreation, etc.)
________ Other, pls. specify ______________
Part II. Service Quality

Direction: Please rate the following statements by putting a check mark on the column using the
following adjectival rating: 1=Strongly Disagree; 2=Disagree; 3=Uncertain; 4=Agree; 5=Strongly
Agree.
5 4 3 2 1
Item “Strongly “Agree” “Uncertain “Disagree “Strongly
Service Quality Determinants
No. Agree” ” ” Disagree
”
TANGIBLES
T1. The hotel has visually appealing buildings
and facilities.
T2. Personnel are well-dressed and neat.
T3. The atmosphere and equipment are
comfortable and appropriate for purpose of
stay (beds, chairs, rooms, etc. comfortable,
clean and tranquil)
T4. Materials associated with the services are
adequate and sufficient (soap, shampoo,
towel, etc.)
T5. The service units of the hotel have
adequate capacity (dining rooms, meeting
rooms, swimming pools, etc.)
ACCESS
A1. The service of the hotel is easily accessible
by telephone (lines are not busy and they
don’t put you on hold).
A2. Waiting time to receive services is not
extensive.
A3. The operating hours of hotel are
convenient to all their guests.
A4. It is easy to access to the hotel
(transportation, car parking area, etc.)
A5. Getting information about the facilities and
69
GRADUATE SCHOOL
services of the hotel is easy (reaching

information via phone, internet, direction
signs, etc.)
COMPETENCE
CE1. The hotel is equipped with highly
competent employees.
CE2. The hotel staffs are knowledgeable of their
products and services.
CE3. Employees provide skilled and efficient
service.
CE4. Employees perform the services right the
first time.
CE5. The services of employees exceed hotel
guests’ expectations.
RESPONSIVENESS
RS1. Employees reply readily in any concern of
the guest.
RS2. Employees are always available when
needed.
RS3. Employees respond to requests quickly.
RS4. Employees check guest satisfaction.
RS5. Employees give prompt services (check-in,
check-out process, etc.).
RELIABILITY
RY1. The hotel provides service as promised.
RY2. Employees provide accurate information to
the guests.
RY3. Employees perform services correctly.
RY4. Employees inform guests when the service
is to be provided.
RY5. Guests can depend on the hotel
employees.
COURTESY
CY1. Employees always treat guests in a friendly
manner.
CY2. Employees greet guests as soon as possible.
CY3. Employees show enthusiastic service.
CY4. Employees treat customer nicely regardless
of customer’s attire.
CY5. Employees respect the guests (not offensive
or sarcastic).
COMMUNICATION
70
GRADUATE SCHOOL
CN1. Employees speak with guests by

appropriate language.
CN2. Employees able to communicate with the
guests effectively.
CN3. Employees explain the service itself to
guests.
CN4. Employees explain how much the service
will cost to the guests.
CN5. The hotel resolves guest complaints and
compensates for the inconveniences guests
suffer.
CREDIBILITY
CR1. The hotel employees have product

knowledge of the hotel.
CR2. The hotel employees have the skills
required to perform service.
CR3. The hotel serves consistent services
(providing the same services and associated
materials every time).
CR4. Food and beverages served are hygienic,
adequate and sufficient.
CR5. The hotel provides errorless payment
system.
SECURITY
SY1. The hotel provides its guests a safe and

secure place.
SY2. Employees instill confidence in guests.
SY3. Employees have high in-depth occupational

knowledge (professional skills, language,
communication skills, etc.).
SY4. Employees are concerned about customers’
safety and privacy.
SY5. Guests and visitors can trust the employees
of the hotel.
UNDERSTANDING/KNOWING THE CUSTOMER
UK1. Employees have knowledge to provide
information and assistance to guests in
areas they would require (shopping,
convenience stores, places of interests,
71
GRADUATE SCHOOL
etc.).
UK2. Employees make guests the first priority.
UK3. Employees of the hotel understand the
specific needs of guests.
UK4. Employees give guests individualized
attention that makes them special.
UK5. The hotel provides flexibility in services
according to guest demands.
Thank you so much.
72

Surigao Del Sur State University: Appendix A Sample Permit Letter To Authorities

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Republic of the Philippines

SURIGAO DEL SUR STATE UNIVERSITY

SAMPLE PERMIT LETTER TO AUTHORITIES

February 17, 2016

MS. ALBINA MARIE C. PEREZ

(SGD)JULY HERA D. GATAL

(SGD)ROVILYN K. DAGONDON, DBA

(SGD)MS. ALBINA MARIE C. PEREZ

LETTER TO RESEARCH INSTRUMENT VALIDATORS

JOCELYN B. PANDUYOS, Ed.D (CAR)

With a lot of gratitude,

(SGD) ROVILYN K. DAGONDON, DBA

LETTER TO RESEARCH INSTRUMENT VALIDATORS

RUDYARD RYANN T. VERANO, MBA

With a lot of gratitude,

(SGD) JULY HERA D.

(SGD) ROVILYN K. DAGONDON, DBA

LETTER TO RESEARCH INSTRUMENT VALIDATORS

MS. FLORENCE U. ABIS

With a lot of gratitude,

(SGD) JULY HERA D.

(SGD) ROVILYN K. DAGONDON, DBA

LETTER TO RESEARCH INSTRUMENT VALIDATORS

CLARA G. ERLINA, MBA-HRM

With a lot of gratitude,

(SGD) JULY HERA D.

(SGD) ROVILYN K. DAGONDON, DBA

LETTER TO RESEARCH INSTRUMENT VALIDATORS

MS. ALBINA PEREZ

With a lot of gratitude,

(SGD) JULY HERA D.

(SGD) ROVILYN K. DAGONDON, DBA

Map of Tandag City

Source: City Tourism Office, Tandag City 61

Key Informant Interview (KII) Format

Profile of the Hospitality Industry

Name of Establishment: __________________________________________

1. Number of years in operation: ______________________

Sample Questionnaire for Hotel Employees

Part I. Profile of the Employee

1. Length of Service in the Hotel

2. Do you have any work experiences before in job related? ______Yes

3. Length of Work Experience in Job Related

5. Trainings/Seminars Attended: (please check as applicable)

_________ Front Office ___________ Housekeeping

A5. Getting information about the facilities and

information via phone, internet, direction

CN1. Employees speak with guests by

CR1. The hotel employees have product

SY1. The hotel provides its guests a safe and

SY3. Employees have high in-depth occupational

Thank you so much.

Sample Questionnaire for Hotel Guests

Part I. Profile of the Guest

2. Nationality (please specify) _____________________

6. Type of Services Availed

_________ Front Office Services ___________ Housekeeping Services

Part II. Service Quality

A5. Getting information about the facilities and

services of the hotel is easy (reaching

CN1. Employees speak with guests by

CR1. The hotel employees have product

_ Front Office ___ Housekeeping

_ Front Office Services ___ Housekeeping Services