Survey Questionnaire

Good day in St. La Salle!

We are students from De La Salle University, namely Aldwin Pimentel, Jaread Mañas and Russell Antonio. Currently, we
are conducting our thesis study entitled, An Analysis of Okada Manila’s Hotel Service Quality, its Relationship and
Effect to Customer Satisfaction and Customer Retention. To be able to complete this, we would so generously request
for some of your time to complete this survey. This survey would help us gather the primary data needed to conduct the
study. The information you will provide will be kept with utmost confidentiality. If you have further questions, don’t hesitate
to contact us at: russell_antonio@dlsu.edu.ph, jaread_manas@dlsu.edu.ph and aldwin_pimentel@dlsu.edu.ph. Thank you
and live Jesus in our hearts forever!

Demographics

Name:

Occupation:

If you are 18 years old and above, please

select yes and proceed. If no, please select no
and thank you for your time!

I have been to and stayed in Okada Manila’s

hotel more than once. If not, thank you for
your time!

Service Quality/RATER Model (Obulemire, King’ori, Alala, 2014)

Strongly Disagree Neutral Agree Strongly

Disagree Agree

Reliability

The staff possess the required skills and knowledge to

perform the services needed in the hotel.

Okada Manila’s hotel staff give me adequate

information when I stay there.

Assurance

Okada Manila’s staff are credible (i.e. trustworthiness

and dependability with their tasks delegated to them).
Okada Manila’s staff communicate well i.e. use of
understandable language, and keeping you informed
of progress.

Tangibles

The physical facilities (rooms, beds, elevators,

decorations, etc.) within Okada Manila’s hotel are
well maintained and of top quality (for their brand
image).

Okada Manila’s staff are neat and presentable.

Empathy

The hotel staff are very understanding of the

individual needs of the customers and duly provide
individualized attention.

Okada Manila’s hotel staff who served show common

courtesy (i.e. politeness, respect).

Responsiveness

Okada Manila’s hotel staff are alert and always ready

to assist.

Okada Manila’s hotel staff respond quickly to

customers queries.

Customer Retention (Boakye,2011; Jerez,2017)

Strongly Disagree Neutral Agree Strongly Agree

Disagree

Customer Knowledgeability

I identify myself as a loyal customer of

the hotel.

I often return to stay in Okada Manila

because of my past experiences with
them.

Clear Communication

I receive information regarding the

hotel’s current promos and services
offered each time I come to stay in
Okada Manila.

Notifications (emails, newsletters, and

etc.) from Okada Manila entice me to
return and stay in the hotel.
 Reasonable Fees

I will continuously avail of Okada

Manila’s hotel services since I find the
price reasonable.

I feel that the fees Okada Manila’s

hotel presents correspond to the
overall service they have offered me.

Customer Satisfaction (Prasadh, 2018; Boakye, 2011)

Strongly Disagree Neutral Agree Strongly

Disagree Agree

Creation of Value for Customers

Okada Manila compares very well to the ideal

five-star hotel I had in mind.

I will recommend Okada Manila’s hotel to others

for its services.

Prediction and Management of Expectation

Considering all my expectations, Okada Manila

has fulfilled them to the full extent.

I am satisfied with the hotel’s branding and

uniqueness of service.

Demonstration of Ability and Willingness to Satisfy Needs and Wants

I am satisfied with how the hotel’s staff treated me

as their customer.

Okada Manila performs their service correctly

most of the time.