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UCU GS Research Journal
INTEGRATED SERVICE DELIVERY SYSTEM OF RESORTS
IN URDANETA CITY
JORIDEL N. CARANTO

This study sought to determine the Level of Efficiency of Service Delivery System of
Selected Resorts in Urdaneta City, Pangasinan namely: Lisland Rainforest Resort, Goldland Spring
Resort, Pangasinan Springland Resort and Urdaneta Garden Resort. Descriptive survey method
was employed using questionnaire as tool of collecting data. Convenient sampling scheme was
used. Frequency distribution and average weighted mean was used in tabulating responses and
Pearson r Correlation Coefficient in analyzing the relationship on the efficiency of service delivery
system across the variable profile of the respondents and the problems being encountered.
Based from the gathered data, it has found out that Lisland Rainforest Resort classified
as Class AA Resort and reigned as the resort industry in Urdaneta City with its 20 years of
operation. Majority of the employee - respondents were male, belong to the age bracket of
21-30 years old, married, college graduates and rendering their service for 5 years and above.
Meanwhile, most of the guests were male, 21-30 years old and stayed in the resorts for leisure
purposes for a minimum of 1-2 times. Lisland and UGR employees rated the efficiency of resorts
service delivery system as “Excellent” in all areas of facilities and amenities, marketing strategy
and best practices while Springland was rated “Good” in all areas except in the area of swimming
pool which was rated “Excellent”.
Based from findings, it was concluded that the success of a business establishment
depends on various factors. A resort that belonged to higher classification was perceived to
deliver better services and comfort. The number of employees implies the extent of operation
and their important role in the delivery of services for guests’ satisfaction. The form of business
organization indicates resources and management of the establishment. Moreover, the
accessibility of the location or proximity to wealth and years of operation has a great bearing for
guests in choosing the resort, since the establishment marked its reputation in the market place.
Based from the findings, the following recommendations are herby proposed: Resorts
management should enhance their vision, mission, goals and objectives in order for them to
know where they are now and what they want to be and will serve as a guide of everyone in
the long run. The management should design a career development plans, attractive benefits
and conducive working environment for the welfare of its employees. They should also integrate
unique design of facilities and amenities that can attract the interest of various types of market.
Resort operators should innovate and enhance their facilities to offer different attraction and
fresh ambiance because too much exposure and repetition of attractions could spoil the interest
of the market. Furthermore, the management should conduct an extensive marketing effort in
introducing their products and services and perform resort’s evaluation on their system efficiency.
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