2A Study of Filipino Travellers Experiences and Satisfaction at

Our Lady of Fatima University
College of Hospitality and Institutional Management

Hospitality Management Department
A Study of Filipino Travellers Experiences and Satisfaction at Quarantine
Hotels in Angeles City during Covid-19
Valerie Bonifacio, Jeramie Duyan, Trisha Virmash Pablo, Gil Christ Roncal, John
Patrick Roncal, and Precious Jenny Vergara
Ms. Erika Pangan

Research Adviser
The Undergraduate School

College of Hospitality Management
Research Development and Innovation Center
Ms Armi Camille C. Garcia

Research Professor
December 2022
OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

INSTITUTIONAL MANAGEMENT
Endorsement

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Certificate of Originality
This is to confirm that this research paper is our work and does not contain any material
previously published or written by another person, We declare that to the best of our knowledge
our thesis does not infringe any copyright or rights of rights and that any ideas, techniques,
citations, or other material derived from the work of others in my dissertation, published or
unpublished, fully acknowledged under standard SEO practices.
Principal Investigator
John Patrick P. Roncal
Members:
Valerie Bonifacio
Jeramie Duyan
Trisha Virmash Pablo
Gil Christ Roncal
Precious Jenny Vergara
Research Adviser
Ms. Erika Pangan
Date: August 2022

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Table of contents
Chapter 1 1
1.0 Introduction 1
1.1 Scope and Limitations 2
1.2 Significance of the Study 2
1.3 Key words (Definition of Terms) 3
Chapter 2 4
2.0 Background of the Study 4
2.1 Related Literature 4
2.1.0 Foreign Literature 9
2.2.0 Local Literature 10
2.3 Related Studies 11
2.3.1 Foreign Studies 11
2.3.2 Local Studies 12
2.4 Theoretical Framework/Conceptual Framework 13
2.5 Research Paradigm 14
2.6 Statement of the Problem 15
2.7 Hypothesis (optional) 15
Chapter 3 16
3.0 Research Methods 16
3.1 Research Design 16
3.2 Research Locale 16
3.3 Population and Sampling 16
3.4 Research Ethics 16
3.5 Research Instruments 17
3.6 Data Collection 17
3.7 Data Analysis 17
3.7.1 Frequency and Percentage 17

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Chapter 1
1.0 Introduction
Hospitals and quarantine facilities have become commonplace to stay during the
pandemic. Many hotels in the Philippines kept their doors open to Filipino guests
who arrived from different countries. In addition, hotels suffered significant financial
losses during the pandemic due to the government's new protocols, which forces
some tourism and hospitality industries to close because of the Covid-19 pandemic,
to which hotels are greatly affected. Some of the hotels in Angeles City that are
qualified for health and safety that serve as quarantine facilities are: (1) Pacific
Breeze Hotel (2) Central Park Tower Resort and (3) Azzurro Hotel. The Department
of Tourism (DOT) must approve and accredit the important characteristics of a
quarantine hotel, ensuring that guests are safe, comfortable, and convenient while
staying there.
There are concerns raised in the event surrounding the experiences of
Inbound Filipino Travellers who were isolated in quarantined accommodations. The
majority of Filipino residents are stubborn and do not comply with the regulations
and procedures that must be followed in the isolation area, which led to an increase
in the number of Covid-19 instances. In addition, some hotel quarantined facilities
do not have access to open-air ventilation. There were Filipinos traveling during the
time of the pandemic who were compelled to stay in quarantined hotels. Secretary
Bernadette Romulo–Puyat of the Department of Tourism (DOT) confirmed that as of
April 7, 2020, the DOT had secured a total of 11,549 hotel rooms for the
accommodation of homebound overseas Filipino workers (OFWs) who are required
to undergo the 14–day quarantine upon their arrival in the country. One of the most
important aspects of serving clients is the service provided by companies. When it
comes to customer service, the majority of people want satisfaction and excellent
performance. The higher the quality of service, the more customers they will have.
Participants in this research were asked to record how they spent their time
during the 14-day quarantine period that would be imposed in a pandemic crisis.

Also, provide input on the difficulties and inconveniences they had while staying at
the quarantine hotel. In addition, to determine their general satisfaction with
quarantine facilities, a survey was conducted. The study's goal was to know about
tourists' experiences while staying in quarantine hotels throughout their period of
seclusion. This will provide the readers with a better sense of how the participants
spend their time throughout the 14-day quarantine period, where they have been
placed in the facility.
1.1 Scope and Limitations

This study analyzes Inbound Filipino traveler experiences and satisfaction with the
service of three (3) different hotels in Angeles City, Pampanga, namely Pacific Breeze
Hotel, Central Park Tower Resort and Azzurro Hotel. Its specific goal is to study the
characteristics and factors that affect travelers while in quarantine facilities.
To keep the study adaptable, researchers will only have 30 participants. Participants
will be provided with questionnaires, and the scope and procedures of the interview
will be discussed. The information gathered will be kept strictly confidential.
1.2 Significance of the Study

The results will benefit hotel companies in terms of the services they offer their
customers. Customer satisfaction is one of the most important things in business that
various companies and clientele pay attention to. Therefore, most business owners
have comments/suggestion boxes or feedback forms to ask how they would improve
their services to their customers.
1. Hotel Owners will benefit from this study as they will be able to understand the
workings of the company they manage and help them gain more knowledge about it.
Through this research, they will also know how their employees represent their
company through the services they offer to their customers.
2. Hotel Supervisor/Managers This study will be beneficial for managers and/or
supervisors who need to know which part of their employees needs improvement,
e.g. training, job skills, dealing with customers, etc. They must encourage their

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employees to equip themselves and increase their knowledge in order to become a

competent and better service provider.
3. Employees working in the same industry play the key role in this study as we
evaluated them in terms of their knowledge, expertise, customer relationship and
other parts of their job as service providers in the hospitality and tourism sector.
4. Clients will play a major role in this type of research as they, as respondents, play
the key role in the study and provide the feedback on the various services provided
by the management and its team. They are the ones who judge how well the
employees perform in their area of expertise as a tourism and hotel provider.
Consequently, this study will be a beginning of venture for the future researchers
who will come up with another study that would shed light on the importance of
experiences, satisfaction and services provided by the service providers in the similar
industry.
1.3 Key words (Definition of Terms)

Pandemic: is a situation all over the world that one disease affects several countries or
continents.
Experience: an event or incident that makes an impression on someone.
Satisfaction: Fulfilment of one's own wishes, expectations or needs or resulting joy.
Hotel: an establishment that provides accommodation, meals and other services to
travelers and tourists.
Quarantine: a state, time, or place of isolation that houses people or animals who have
arrived from elsewhere or who have been exposed to contagious or contagious
diseases.
Services: a system that meets a requirement of the public, such as transportation,
communications, or utilities like power and water.
Facility: a place, facility or device provided for a specific purpose.

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Chapter 2
2.0 Background of the Study

They frequently identified profitability as organizational success as one of the
primary aims of everyday hotel practice. However, an objective as broad and
idealistic as that makes up just a generalization of other significant organizational
aspects that contribute to the achievement of that aim Laškarin Ažić, M. (2017).
Most research on the relationship between customer perceived value, customer
satisfaction, and customer loyalty in the hotel service business has viewed customer
perceived value as a unidimensional construct with an emphasis on value for money.
This limited view of customer perceived value ignores other important dimensions
of value that could be derived from the total hospitality experience that the hotel
guest may receive during his/her stay in the hotel and may have a significant impact
on his/her satisfaction with the hotel and, as a result, his/her subsequent loyalty to it.
As a result, the purpose of this research is to broaden the understanding of customer
perceived value in the hotel context by studying it as a multidimensional construct
that reflects the entire hospitality experience and to investigate its impact on both
customer satisfaction and customer loyalty to the hotel Mohammed Ismail El-Adly
(2019).
2.1 Related Literature

This chapter discusses and analyses the relevant literature to demonstrate the
problem's evidence and separate its variables. It is critical to establish the context of
the literature review by first describing the specific purpose of this case study,
providing feedback on how the broad topic of knowledge sharing has been treated
thus far, and the experiences of selected travellers in quarantine hotels for COVID
19.
Protocols and Approaches

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As the covid-19 virus spreads worldwide, preventive measures, protocols,

and approaches became stern in the case of isolation or quarantine on hotels,
protocols by the World Health Organization. How hotels, which primarily cater to
guests for leisure, should cater to travelers who are to isolate themselves in their
hotel of choice following the health protocol brought by the Covid-19 pandemic.
Being said that, strict protocols include the non-contact of any staff to the travelers,
respiratory hygiene, proper ventilation & air conditioning, proper use of PPE
(Personal Protective Equipment), strict isolation of travelers, regular cleaning on
surfaces, monitoring, and minimal use of hotel facilities. According to the World
Health Organization (2020) study, the COVID-19 pandemic has led them to
establish guidelines for hotel facilities and all public places. Based on the article
(World Health Organization. Managing COVID19 in Hotels and Other
Accommodation Industry Entities: Preliminary Guidance. World Health
Organization; 2020. Protocols have become stricter to prevent the spread or
transmission of this virus, which travelers may carry from outside the country.
Therefore, to travel freely in the country, they must respect the protocols strictly set
up for all safety (p.1).
As the number of covid-19 positive cases skyrockets, strict protocols and
approaches are highly recommended. Even hotels primarily for leisure purposes
have transitioned to quarantine facilities for inbound travelers to follow the protocol
of undergoing quarantine before they could freely explore or do their purpose of
travel in the country. Strict compliance to this should result in helping lower the
increasing number of transmission of the virus in the country.
Food
It has been demonstrated that the sensory properties of foods, particularly
their smell and taste, are extremely important in motivating food selection,
demonstrating that palatability is an important factor in determining eating behavior.
Regarding transformation, human taste predispositions were shaped by the necessity
of analyzing high-energy foods, which can later be used to explain the sensory

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appeal of fatty foods as well as the sensory appeal of sugar. It was discovered
through an analysis of human laboratory studies that high palatability consistently
results in higher short-term intake, and that these effects can be observed even when
the nutritional arrangement of food is maintained constant (i.e., when the food is
served hot).
Following the findings of Elizabeth do Nascimento's research, palatability
appears to be a factor that influences food intake and is closely associated with both
food choices and the amount of food consumed. This means that it should not be
excluded from efforts to combat the global obesity epidemic because of its role in
increasing energy intake and, as a result, increasing body weight gain, which
increases the risk of developing obesity and related pathologies.
A study conducted by K. McCrickerd (2015) discovered that the sensory
experience associated with eating is a significant factor in regulating food intake.
When specific sensory cues are present, there is an increase in positive hedonic
responses, which can be explained in various ways. While cravings are a part of the
sensory experience, they are only a part of the sensory experience. Before, during,
and after eating, sensory cues such as the appearance, smell, taste, and texture of
food impact our moods and how we feel overall. It is not the purpose of this review
to focus solely on palatability, but to highlight recent advances in our understanding
of how certain sensory characteristics can promote better control of energy intake
into the body. As part of this research, we are looking into the role of visual and
olfactory cues in identifying food in the immediate environment, guiding food
selection, and remembering when to eat. We are also looking into how taste and
meal structure affect meal size and postprandial satiety development, among other
things (p.18).
Cleanliness
People's actions can be influenced in some way by the quality of their
food, as measured by its palatability. It is critical to evaluate the sensory experience
of eating in addition to what it implies for palatability since individuals do not

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always eat in how is conducive to palatability, but in how is conducive to the Quality
of foods.
Palatability is only one component of the sensory experience, and sensory
features can be used or reflected in determining whether a meal is nutritious and safe
to consume, according to McCrickard et al. (2015). Food sanitation and hygiene are
fundamental concepts that every food handler should be familiar with. It is possible
to get food poisoning if this need is not satisfied, for example, by consuming tainted
or poisonous food (p.18).
Another important consideration is hygiene. Numerous common
infections, such as ringworm, are transferred through the feces of an infected
individual, as previously indicated. We can completely eliminate many infections,
even the most deadly ones such as E. Coli, by guaranteeing that people do not
defecate in the open air in the first place. Progress in biology has provided us with
solutions to a variety of concerns, and we are now able to recognize diseases and
treat them appropriately.
Services
Individuals or groups of people are not targeted by the services. Helping
all busy professionals make the most of their day, or assisting your company in
maintaining long-term relationships with employees and customers are two
examples of what we do. The industry has a number of networks and contacts that
can assist in this endeavor.
Quality assurance of services, according to Bebko CP1 (1995), has become
a topic of increasing interest, particularly in the field of medical marketing. The
responsiveness component of quality services was investigated in this study. Two
issues were taken into consideration: the customer's perception of time and the
expectation of speed in the delivery of high-quality service.... The researchers
attempted to determine whether the patient's perception of the call response time
differed from the actual response time by conducting a survey.

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Quality service delivery, according to a study conducted by the Indiana

University of Pennsylvania in 15705, USA, has become a topic of increasing
interest, particularly in the context of medical services marketing. The
responsiveness component of quality service is the focus of current research efforts.
Customer perceptions of time and their expectations of responsiveness in providing
high-quality services were two topics that came up during the conversation. In
particular, an attempt was made to determine whether the patient's perception of
ringing response times differed from the actual response times in the experiment.
This paper also attempted to determine whether the difference between the patient's
perception of the ringing response time and the exact response time affects the
patient's perception of their ability to respond in the ringing response time. Whether
you want a dozen or not is your decision.
Facilities
As a reception concierge, it acts as the first point of contact between guests
and the organization. They should respond to guest inquiries, make phone calls,
coordinate travel arrangements, greet guests, and make them feel valued. It is
imperative that corporate culture is always maintained. After all, your appearance is
a representation of the company's image.
According to the findings of Nicola Bellini (2016), Laetitia Convert In the
hospitality industry, the concierge is critical in the interface between customers and
suppliers, as well as in the management of critical service encounters in the industry.
This white paper questions the significance of this role and examines the
implications of new technologies that have the potential to reshape the meaning of
this role. Outsourcing trends, which are made possible by new scenarios, are a
further threat to traditional concierges. The complex transformational processes that
the hospitality industry is undergoing can cause a unique balance between technical
and human factors (p.17).
Modern instructors are confronted with and must deliver value to their
empowered clients, which is a critical imperative for modern businesses and their

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employees (Brondoni & Pironti, 2015). Technology is the primary source of

empowerment for "postmodern" travelers. Because of the mobile internet, the
customer can immediately consult the information or advice received from the
instructor and compare it to information and advice that he can find on his own on
the internet. Technologies have the potential to displace them as well as their most
important knowledge assets (Menoux, 2012).
Internet and telecommunication services

The Variable's purpose is to identify the service quality assessment
features of Internet service providers, as well as to investigate the link between
service quality and intention.... In the third step, analyze the impact of ISP
customers' usage habits on their perceptions of the service quality of their provider.
According to Park Thaichon's (2016) study, it included both qualitative
and quantitative elements in a sequential exploratory mixed-method design. Using
an online poll, 2,059 Internet users were surveyed for Study 1. Structural equation
modeling and the bootstrap method with bias correction were used to investigate the
links between the suggested conceptual model's structures. The Internet's moderating
impacts were also studied. In the second study, 30 Internet users were interviewed in
depth.
An ISP's service quality affects consumer loyalty to high-tech services,
according to Thu Nguyen Quach & Paramaporn Thaichon's (2016) study. The
information was gathered from a total of 1231 web users. Consumers' Internet
service quality perceptions are also analyzed as part of the study's segmentation of
ISP customers. According to the research, service quality elements have a direct
impact on customers' attitudes and behaviors. However, the impact on different ISP
customers is vary. To better understand the influence of service quality on customer
loyalty in the context of high-tech services, this article provides a model of the
impact of Internet mediation and integration (p.104).

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2.1.0 Foreign Literature

At its root, the experience economy is concerned with economic value. Existing
in the staging of consumer interactions, engaging people personally and vividly during
service delivery (Pine & Gimore, 1999). Because it is at the forefront of staging
experiences, the tourism and hospitality business is one of the finest suppliers of
experiences (Oh, Fiore, & Jeoung, 2007). In reality, the industry's sustainability is
dependent on the capacity to provide customers with unique and lasting good experiences
(Walls, Okumus, Wang, & Kwun, 2011). The hotel business has changed from a product-
focused, physical asset-intensive approach to a customer and experience-centric strategy
in response to customer demand for unique encounters (Bharwani & Jauhari, 2013;
Campos, Mendes, Oom do Vale, & Scott, 2018). The loyaltys program is one of the most
regularly employed tactics for establishing client loyalty in the hotel sector. A hotel
loyalty program should enhance the relationship between the company and the consumer
and encourage repeat business. Hotel companies need to understand what contributes to
customer satisfaction in their loyalty programs in order to strengthen loyalty to the
loyalty program itself or to the hotel brand. Liu, J., & Jo, W. (2020)
2.2.0 Local Literature

Client satisfaction may be a trade reasoning which tends to the creation of esteem
for customers, foreseeing and overseeing their desires and illustrating capacity and duty
to fulfill their needs. Qualities of benefit and client fulfillment are basic variables for
victory of any commerce (Domonici, 2010). Zairi, (2003) said that “customers are the
reason of what we do instead of them depending on us, we exceptionally much depend on
them. The client isn't the source of an issue. We shouldn’t maybe make a wish that clients
‘should go away’ since our future and our security will be put in jeopardy”. According to
Hansemark and Albinsson (2004), “satisfaction is an by and large client demeanor
towards a benefit supplier, or a passionate response to the distinction between what
clients expect and what they get, with respect to the fulfillment of a few needs, objective
or desire”. Investigate appears that client fulfillment increments client devotion, impacts
repurchase intentions and leads to positive word of mouth (Zeithaml & Bitner,2003)
Client dependability relates to a relationship between a company and a client. Devotion
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incorporates practices where clients make rehash purchases of their current brands,
instead of choosing a competitor brand instep. Thinks about have found that the level of
customer’s fulfillment contains a positive impact on productivity. Investigates have
appeared that when a person is fulfilled with a company or benefit, they are likely to
involvement with other individuals to the arrange of perhaps five or six. Be that as it may,
disappointed clients are like telling another ten individuals of their sad experience.
Merylle S. Natanauan, Cherry Ann F. Esguerra, Hartley O. Gutierrez, Glechzer Lloyd Q.
Maralit, Darlene Jean R. Pentinio & Trihzia R. Timbol (2012).
2.3 Related Studies

According to Mayer, N.O. (2015), the quests' audits uncover numerous
viewpoints of how the lodging meets the guests' desires. Increasingly lodging directors
are utilizing online surveys to recognize holes in their benefit offerings and start
enhancement activities to way better fulfill their clients. But this data can too be utilized
at the next level of administration, specifically the tourism administration structures of
the goal, locale or nation. Due to the truth that sightseers frequently share their travel
encounters in travel-related data stages, they make esteem for other sightseers as well as
for themselves, and the tourism item suppliers and goal promoting organizations. Travel-
related data stages permit visitors to post their audits and conclusions approximately
tourism administrations (e.g., restaurant and hotel experiences), in this way those are not
a valuable co-creation device for other sightseers, but moreover a significant source of
promoting data around tourism encounters for the benefit suppliers. Hlee, S., Lee, H., &
Koo, C. (2018)
2.3.1 Foreign Studies

Customer service is king in the travel industry, and the level of happiness of its
visitors defined a hotel's success or failure. As customers' expectations rise, it becomes
increasingly difficult to give an enjoyable experience. During this time, they must
struggle with the ever-changing and dynamic nature of travel technology, as well as the
intelligent and resourceful attitudes of travellers and customers toward their businesses.

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As a result, hotels must follow their visitors' lead. Biju, K. S., & Kumar, V. S. (2022).
Among many business domains, customer expectations and satisfaction have been one of
the most explored issues in marketing literature. These topics are critical in the hospitality
sector because of the special qualities of the service and the high level of competition in
this market. It is common practice in hospitality to analyze client pleasure, but few
studies link this satisfaction to their expectations. Santos, S., Oliveira, M., & Silva, S.
(2020, March). According to Kotler and Armstrong (2017), Customer Relationship
Management is the overall process of developing and maintaining a profitable
relationship with customers by providing exceptional value, which leads to customer
satisfaction and fosters customer loyalty towards the brand or organization. Customer
relationship management is the management of specific customer information with the
goal of building customer loyalty. Munandar, J. M.; Oktaviani, D., & Angraini, Y.
(2020). Regarding client fulfillment and benefit quality, client desires are a pivotal figure.
Concurring to (Parasuraman, Zeithaml, & Berry, 1988), desires are forecasts of the
probability of certain events an inescapable exchange, as well as convictions around
qualities companies, ought to have. The past ponders have established a positive
relationship between the desires earlier the trip and fulfillment within the tourism
industry (Oliver & Burke, 1999; Omachonu, Johnson, & Onyeaso, 2008; Voss,
Parasuraman, & Grewal, 1998) and between the devotion and customer’s fulfillment
(Prayag & Ryan, 2012)
2.3.2 Local Studies

The relationship between work satisfaction and the level of execution has gotten
to be a central point indeed in human assets administration. Work fulfillment of
representatives plays a fundamental part in deciding work efficiency. Paddit, Isagani.
(2021). Hamdan (2011) Moreover uncovered a solid connection between work
fulfillment and work execution. The ponder has built up that fulfilled representatives
appear distant better; a much better; a higher; a stronger; an improved; a stronger
execution in their work. Thus, employee's fulfillment leads to convey superior items and
administrations for their clients, who contribute to accomplishing customers'

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dependability inside a competitive environment. Work fulfillment of representatives

plays an basic part in deciding work efficiency. Wilkin (2013) specified that tall
performing people would be able to help teach in accomplishing their vital points,
mission and vision, hence supporting the organization competitive advantage over time.
Concurring to E.A. Locke (1969) cited by Saari (2004), "Work fulfillment may be a
pleasurable or positive enthusiastic state coming about from the examination of one's job
or work involvement." Work fulfillment could be a result of employees' recognition of
how well their work gives those things which are important and advantageous. Within the
field of organizational advancement, we consider work fulfillment the foremost vital
demeanor.
2.4 Theoretical Framework/Conceptual Framework

Taking into account the interactions that the Filipino Travellers component of service quality
facilitates between the aforementioned aspects of customer experriences and service quality. The
researchers will study how the theoretical framework affects how satisfied customers are with the
services they receive.
Protocols and Approach
Cleanliness Cleanliness
Satisfaction of Inbound
Services Filipino Travellers
Facilities
Food
Internet and
Telecommunication service

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2.5 Research Paradigm

The researchers used in this study is the Input-Process-Output model demonstrate the process
done throughout the study.
INPUT PROCESS
PROCESS OUTPUT
1. Profile of the respondents as to:
1.1 Age
1.2 Gender
1.3 Occupational
Status 1. Data Gathering (via 1. Determine and solve the
zoom and Messenger) problems in satisfaction
2. Experiences and Satisfaction at
services of the hotels that
Quarantine Hotels in Angeles City 2. Distribution of
served as quarantine facility at
during Covid-19 of Filipino questionnaire
Angeles City Pampanga.
Traveller of the following: 3. Statistical Analysis of
2.1 Protocols and Approaches data and interpretation
2.2 Food
2.3 Cleanliness
2.4 Services
2.5 Facilities
2.6 Internet and
telecommunication services

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Figure 1 Research Simulacrum
2.6 Statement of the Problem

The purpose of this study is to know about the satisfaction with the services provided by
the (1) Pacific Breeze Hotel, (2) Central Park Tower Resort, and (3) Azzurro Hotel in Angeles
City, Pampanga, which served as quarantine hotels. Specifically, it seeks to answer the following
research questions:
Research Question 1: How did the participants utilize their time during the 14
day quarantine period in terms of?
1.1. Priorities
1.2. Spending time at social, and mass media
1.3. Talking with their families and loved ones
Research Question 2: What are the challenges and issues they experienced
inside the quarantine hotel?
2.1. Mental health
2.2. Strict protocols and approaches
2.3. Responsiveness to rapidly changing situation
Research Question 3: What is their overall satisfaction with regards to the

following?
3.1 Food
3.2 Cleanliness
3.3 Services
3.4 Facilities
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2.7 Hypothesis (optional)

The researcher developed the following null hypothesis based on the given statement
of the problem. There is a significant relationship between guest satisfactions
towards the services of hotels used for quarantine facilities around Angeles City.
Chapter 3
3.0 Research Methods

This chapter covers research design, research localization, and selection of key information,
research ethics, research tools, data collection, and analysis. This chapter indicates how
researchers collect data to answer research questions. And it is also a good idea to answer these
questions in research.
3.1 Research Design

The research used will be a Qualitative method using Ex Post Studies / Causal Comparative
Design. Comparative causal research is a family of research designs used to examine the potential
causes of the observed differences found between existing groups. Comparative causal research is
useful for studying causes for which experimental assignment or manipulation is impracticable,
unethical, or, in some cases, prohibited.
3.2 Research Locale

The researchers will conduct an online survey of three (3) different hotels in Angeles City,
Pampanga namely Pacific Breeze Hotel, Central Park Tower Resort and Azzurro Hotel. These
hotels are selected to analyze tourists' experiences and satisfaction with the service at the
quarantine hotels. The researchers selected these locations for implementation because it will
allow researchers access to the data they needed for the study.
3.3 Population and Sampling

The study will use the Purposive Sampling method. The researchers will select Inbound Filipino
traveller respondents who have travelled locally, and internationally from the period of twelve

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(12) months, and had been quarantined in approved hotel facilities in Angeles City, Pampanga
namely Pacific Breeze Hotel, Central Park Tower Resort and Azzurro Hotel.
3.4 Research Ethics

The researchers presented a qualitative method to the respondent. The respondents were also
briefed about the study's goal by the researchers. Privacy and confidentiality were observed as
ethical guidelines throughout this study. The names of the respondents and their responses were
kept private.
3.5 Research Instruments

An online survey, also known as a web survey, is created using a reputable online tool and then
either uploaded to a platform or emailed to the selected sample size in order to collect reliable
online data. Instead of writing their responses, the respondents type those using computers and
other devices. It is now easier and more convenient to collect qualitative data using an online
survey questionnaire. Online surveys have a broader reach, and the respondent is not obligated to
answer every question under the supervision of the interviewer. One of the significant advantages
of online surveys is that respondents can complete them on any device, whether it is a desktop,
tablet, or mobile device. Because we are still amid the pandemic, we will use Google Forms to
collect the necessary data.
3.6 Data Collection

The researcher presented a letter of consent to interview the selected travellers who experience
the quarantine facility during the travel period. Respondents' responses were collected to aid the
study. Once the information will be obtained, the result will be counted.
3.7 Data Analysis

To determine how the participants spent their time during the 14-day quarantine period, the
challenges and issues they encountered inside the quarantine hotel, and their overall satisfaction
regarding guest satisfaction. We analyzed the data in five steps. First is to prepare the data and

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organize it. Second is to assess and look into the information. Third is to make initial notes, and
the fourth is to examine those identifiers and modify or merge them into themes.
3.7.1 Frequency and Percentage

To determine the participants utilizing their time during the 14 day quarantine period.
Descriptive statistics using frequency and percentage distribution will be applied.
To determine the challenges and issues experienced inside the quarantine hotel.
Descriptive statistics using frequency and percentage distribution will be applied.
To determine the overall satisfaction regarding the guest's satisfaction. Descriptive

statistics using frequency and percentage distribution will be applied.
4.0 Results (Describe the findings seen in each table in paragraph form, present table no, table
title and table with no vertical lines – see APA format of tables in COMPASS)
4.1 Demographic profile of respondents
Most of the respondents are scheduled to come home in the Philippines from April - September
for vacation. Some of them are OFW (Overseas Filipino Workers) awaited about 2-5 years since
they are contractual, meanwhile few of them travels for leisure.
4.2 Assessment/ Evaluation of respondents on variables being investigated
Experiences in quarantine
Four themes described the experiences of study participants during institutional quarantine, which
determined whether participants’ experiences were positive or negative. These themes were:
quarantine environment, quarantine management, individual factors and linkage to other services

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as summarized in Fig. 1 and elaborated below, supported by participant quotes.
Figure 1 A summary of the study themes indicating factors that influenced a respondent’s
quarantine experience
Quarantine environment
The quarantine environment satisfaction in a hotel’s quarantine facility
For service satisfaction,19/30 respondents felt satisfied. Based on most interviewed, they, despite
of the pandemic they experienced and how at risk their life is, respondents appreciate their
selfless efforts and passion.
On the other hand, few of the respondents feel contented according to interviews.
"For the services, I cannot say that I am satisfied, but I am contented with the type of their
services rendered to me. Considering that my needs were just discussed over the phone because
social distancing is being implemented, I am contented with how they respond to my concerns
and needs."
Quarantine management
The quarantine management factors were entity communication while in quarantine and
compliance with COVID-19 measures.

19
One of the key determinants of participants’ experiences in quarantine was related to the quality
of communication they received.
They did all my concerns and requests thru phone, as I could not talk or see them face to face
during my stay. Even my request for them to purchase medicines for my maintenance was
accommodated and executed.
30/30 agree that hotels follow the safety guidelines and protocols implemented by the IATF-
DOH. Respondents also add
“They do, from the beginning up to the end. Sometimes I get agitated because I cannot function,
and far from being me acting hands-on in my business outside, but they explained to me why they
implement such a strict protocol as per advised by the IATF-DOH.”
We do not know where it is coming from, when it will hit, who its vector is and how it will finish.
During that time, there are no vaccines available to cure the virus. These guidelines are
implemented by our Government to protect us and decelerate the spread of virus in our country.
Individual factors
Regarding individual factors, the attitude towards quarantine, fears during and coping measures
while in quarantine were important.
“Initially, after waking up, something quite complicated for me to adjust. But the daily routine
was to take my breakfast, take a bath, watch tv for few hours, exercise inside my hotel room like
few pushups and sit-ups. Take a bath after taking my lunch, play some online games like Mobile
Legends, COD. Chat or talk to my secretary via phone to instruct her about what to do with the
dealings with my business in the province. List notes of what she has accomplished. Have my
dinner in the early evening, watch Netflix on my smartphone until I felt sleepy.”
Linkage to other services

Linkage of persons to health care while in quarantine and food to eat of quarantined persons.
“Prior to my arrival, there was a checklist of the meals/foods that I might want to avoid because
of some factors like, because of religious beliefs, meals that I might be allergic of, foods or drinks
that I might not wanted to be served with for some health reasons, i.e. diabetic factors, etc. I
would rate them 8 out of 10 for healthy and tasteful meals.”
The results provide a general outline of COVID-19 hotel quarantine prevention practices that can
better prepare quarantine hoteliers when handling future health crises by following government
rules and regulations and improving customer satisfaction by upgrading hotel values and menus.

20
For the present and future, hoteliers should focus on hygiene and cleanliness and offer convenient
options for guests to ensure they feel comfortable and safe during their stay.
4.3 Test results on significant difference/ relationship of variables (ANOVA, T-test, F-

test results)
5.0 Discussion (Conclusion and recommendation)
No matter how good the business is, there is always a risk. The best or key thing to do is to plan
and avoid the risks and threat of disease like in this Pandemic. The planning, management and
implementation of the quarantine process is a key determinant of the experiences of individuals
who undergo the measure. To improve the experience of quarantined individuals and reduce its
associated negative impact, the pre-quarantine process should be complied with standards,
quarantined persons should be provided as much information as possible, their quarantine
duration should keep short, and costs of the process ought to be minimized. Furthermore,
quarantine facilities should be assessed for suitability and monitored to comply with guidelines,

21
while avenues for access to healthcare for the quarantined need to be arranged and any potential
stigma associated with quarantine thoroughly addressed.
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SAMPLE QUESTIONNAIRE
1. How do you prioritize your time during the 14-day quarantine period? What are the usual
activities that you do during those periods?
2. What are your thoughts on the services they provide? Are you satisfied?
3. Does the hotel follow health and safety protocols for COVID-19?
4. Does the hotel serve quality, healthy and delicious meals?
5. What opinions do you have concerning their employees and hotel staff?
6. Does the hotel have a high-speed internet connection?
7. How helpful was the concierge throughout your stay?
8. How quickly did the hotel staff respond to your requests?
9. In your opinion, are hotels suitable to be used as a quarantine facility?
10. Considering your complete experience at the hotel, how likely are you to suggest the
quarantine hotel to others?

26

2A Study of Filipino Travellers Experiences and Satisfaction at

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Our Lady of Fatima University

College of Hospitality and Institutional Management

A Study of Filipino Travellers Experiences and Satisfaction at Quarantine

Hotels in Angeles City during Covid-19

Ms. Erika Pangan

The Undergraduate School

Ms Armi Camille C. Garcia

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

Date: August 2022

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

1.1 Scope and Limitations

1.2 Significance of the Study

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

employees to equip themselves and increase their knowledge in order to become a

1.3 Key words (Definition of Terms)

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

2.0 Background of the Study

2.1 Related Literature

Protocols and Approaches

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

As the covid-19 virus spreads worldwide, preventive measures, protocols,

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

Quality service delivery, according to a study conducted by the Indiana

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

employees (Brondoni & Pironti, 2015). Technology is the primary source of

Internet and telecommunication services

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

2.1.0 Foreign Literature

2.2.0 Local Literature

2.3 Related Studies

2.3.1 Foreign Studies

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

2.3.2 Local Studies

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

dependability inside a competitive environment. Work fulfillment of representatives

2.4 Theoretical Framework/Conceptual Framework

Protocols and Approach

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

2.5 Research Paradigm

1. Profile of the respondents as to:

2.1 Protocols and Approaches data and interpretation

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

Figure 1 Research Simulacrum

2.6 Statement of the Problem

Research Question 3: What is their overall satisfaction with regards to the

2.7 Hypothesis (optional)

3.0 Research Methods

3.1 Research Design

3.2 Research Locale

3.3 Population and Sampling

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

3.4 Research Ethics

3.5 Research Instruments

3.6 Data Collection

3.7 Data Analysis

OUR LADY OF FATIMA UNIVERSITY COLLEGE OF HOSPITALITY AND

3.7.1 Frequency and Percentage

To determine the overall satisfaction regarding the guest's satisfaction. Descriptive