




































American Interdisciplinary Journal of Business and 

Economics 
ISSN: 2837-1909| Impact Factor : 6.71 

Volume. 11, Number 3; July-September, 2024; 

Published By: Scientific and Academic Development Institute (SADI) 

8933 Willis Ave Los Angeles, California 

https://sadijournals.org/index.php/AIJBE| editorial@sadijournals.org 

 

 

62 
American Interdisciplinary Journal of Business and Economics | 

https://sadijournals.org/index.php/AIJBE 
 

TOURIST SATISFACTION AT BEACH RESORT IN SOUTHERN 

NEGROS, PHILIPPINES: A MIXED-METHODS STUDY 

 

Eliand Rey C. Soliman, LPT, DBA; 

College Dean, College of Accountancy, Business Education and Computer Studies, Colegio San Agustin 

Bacolod, B.S. Aquino Drive, Bacolod City, Philippines 

DOI: https://doi.org/10.5281/zenodo.13847217 

Abstract: Tourism plays a crucial role in the economy of Southern Negros, Philippines, with beach resorts being 

a significant draw for both local and international visitors. This study utilizes a Concurrent Nested Design to 

investigate tourist satisfaction with a beach resort in Southern Negros through a mixed-methods approach. 

Quantitative data were gathered from 150 tourists using a structured questionnaire to assess their satisfaction with 

the key dimensions: service quality, cleanliness, facility maintenance, and accessibility. Qualitative insights were 

obtained from an in-depth interview with the resort owner, who has operational experience. The quantitative 

results revealed high satisfaction levels, with cleanliness and service quality being the most significant factors. 

Correlation analysis revealed strong interrelationships between the dimensions. The qualitative narratives 

provided contextual depth, illustrating the resort’s commitment to personalization, ongoing facility 

improvements, and the challenges of managing peak periods. This integration of quantitative and qualitative 

findings provides a comprehensive understanding of tourist satisfaction and highlights areas for potential 

enhancement. This study underscores the importance of combining numerical data with experiential insights to 

inform effective management practices in the tourism sector. 

Keywords: Tourist Satisfaction, Beach Resort, Mixed-Methods, Quantitative Analysis, Qualitative Analysis, 

Southern Negros, Philippines 

 

INTRODUCTION 

Tourism is a pivotal sector in the economic landscape of the Philippines, with beach resorts being a significant 

contributor to this industry. In Southern Negros, beach resorts attract both local and international tourists, 

substantially contributing to the region’s economic growth and development (Dela Cruz & Manalo, 2023). The 

competition among these resorts necessitates a deeper understanding of factors influencing tourist satisfaction to 

enhance service quality and ensure repeat visits (Chen & Tsai, 2022). 

Tourist satisfaction is influenced by various factors, including service quality, cleanliness, facility maintenance, 

and accessibility (Kim, 2020). Service quality, in particular, has been extensively studied and linked to overall 

tourist satisfaction, suggesting that higher service quality leads to higher levels of satisfaction and loyalty (Davis, 

2021). Cleanliness and facility maintenance are also critical factors that directly impact the comfort and 

experience of tourists (Reyes & Santos, 2020; Manalo & Dela Cruz, 2022). 



Eliand Rey C. Soliman (2024) 
 

63 
American Interdisciplinary Journal of Business and Economics | 

https://sadijournals.org/index.php/AIJBE 
 

In the context of the Philippines, local studies have highlighted the importance of personal interaction and local 

hospitality in enhancing tourist satisfaction (Bautista, 2019). For instance, Santos and Cruz (2021) emphasized 

that personalized service and responsiveness to guest needs are crucial for achieving high satisfaction levels. 

Despite these insights, there is a gap in research focusing on specific resorts in Southern Negros, highlighting the 

need for studies that explore both quantitative and qualitative dimensions of tourist satisfaction at these local 

establishments (Dela Cruz & Manalo, 2023). 

Tourist satisfaction is also influenced by contextual factors such as local culture, environmental sustainability, 

and seasonal variations (Alonso & Ogle, 2021; Lee et al., 2023). Understanding these factors can provide a more 

nuanced view of tourist experiences and expectations, informing better management practices, and enhancing 

overall satisfaction (Wang et al., 2022). Additionally, recent studies have emphasized the role of digital reviews 

and social media in shaping tourist perceptions and expectations (Lee & Chen, 2022). 

Objectives of the Study 

The primary objectives of this study are as follows: 

1. To assess tourist satisfaction levels across various dimensions at a beach resort in Southern Negros, 

Philippines. 

2. To identify key factors contributing to tourist satisfaction based on quantitative survey data. 

3. To gain in-depth insights into operational challenges and guest experiences from the perspective of resort 

owners. 

4. To integrate both quantitative and qualitative findings to provide a comprehensive understanding of tourist 

satisfaction at the resort. 

METHODOLOGY 

This study employed a Concurrent Nested Design, integrating both quantitative and qualitative data to explore 

tourist satisfaction at a beach resort in Southern Negros. For the quantitative aspect, a purposive quota sampling 

method was used to select 150 tourists, ensuring a representative sample of the resort’s diverse clientele. 

Respondents were chosen based on their experience at the resort, including factors such as length of stay and type 

of accommodation. Data were collected using a structured questionnaire, which included Likert-type scale items 

to assess dimensions of satisfaction like service quality, cleanliness, and facility maintenance. The survey was 

administered and sent directly to the respondents' email using online forms. 

For the qualitative component, an in-depth interview was conducted with the resort owner, identified through the 

local government unit’s tourism officer serving as the gatekeeper. The owner, who had experience operating the 

resort, was selected based on criteria ensuring extensive involvement in daily operations and a standing in the 

local tourism industry. The interview, guided by open-ended questions, uncovered the owner's insights into tourist 

satisfaction, operational challenges, and feedback trends. 

Quantitative data were analyzed using descriptive statistics and correlation analysis and presented in tabular form 

to summarize findings. Qualitative data were examined using Litchman’s three-dimensional (3Cs) approach—

coding, categorizing, and Conceptualizing—to identify key themes and insights. Coding involved highlighting 

significant statements, categorizing grouped codes into broader themes, and conceptualizing these themes to draw 

conclusions. 

Ethical considerations were rigorously observed, including obtaining informed consent from all respondents and 

ensuring confidentiality. The study also adhered to the principles of respect and sensitivity. Rigorous practices 

such as triangulation, peer review, pilot testing of the survey, and member checking for qualitative data were 



Eliand Rey C. Soliman (2024) 
 

64 
American Interdisciplinary Journal of Business and Economics | 

https://sadijournals.org/index.php/AIJBE 
 

employed to enhance the validity and reliability of the research. These measures aim to provide a robust and 

comprehensive understanding of tourist satisfaction at the resort. 

RESULTS AND FINDINGS 

Quantitative Results 

The survey results are summarized in Table 1, which presents the mean scores and standard deviations for the 

various tourist satisfaction. 

Table 1: Summary of Tourist Satisfaction Dimensions 

Dimension Mean Score Standard Deviation 

Service Quality 4.32 0.78 

Cleanliness 4.5 0.72 

Facility Maintenance 4.2 0.85 

Accessibility 4.1 0.8 

 

The quantitative data reveal high levels of satisfaction across all assessed dimensions. The highest mean score 

was observed for cleanliness (M = 4.50, SD = 0.72), indicating that tourists particularly valued the resort’s 

commitment to maintaining a clean and hygienic environment. This finding is consistent with previous research 

that emphasizes the critical role of cleanliness in shaping overall tourist satisfaction (Davis, 2021). 

The service quality also received a high mean score (M = 4.32, SD = 0.78), suggesting that the resort’s efforts to 

provide attentive and responsive service contributed significantly to guest satisfaction. This aligns with Chen and 

Tsai’s (2022) findings that service quality is a major determinant of tourist loyalty and satisfaction.  

Facility maintenance, with a mean score of 4.20 (SD = 0.85), reflects the importance of well-maintained amenities 

for enhancing tourist experiences. This result supports the literature highlighting the need for the regular upkeep 

and modernization of facilities to meet guest expectations (Reyes & Santos, 2020; Manalo & Dela Cruz, 2022).  

Accessibility was the lowest among the dimensions but still scored relatively high (M = 4.10, SD = 0.80). This 

indicates that although the resort generally meets guests’ needs in terms of accessibility, there are areas for 

improvement. The importance of accessibility in ensuring a positive guest experience has been documented in 

previous studies, suggesting that even small improvements in this aspect could further enhance satisfaction (Kim, 

2020). 

Correlation Analysis 

Correlation analysis was conducted to examine the relationships between the different dimensions of tourist 

satisfaction.  

Table 2: Correlation Between Dimensions of Tourist Satisfaction 

Dimension 1 Dimension 2 Correlation Coefficient 

Service Quality Cleanliness 0.75** 

Service Quality Facility Maintenance 0.68** 

Service Quality Accessibility 0.60* 

Cleanliness Facility Maintenance 0.72** 

Cleanliness Accessibility 0.55* 

Facility Maintenance Accessibility 0.65** 

 



Eliand Rey C. Soliman (2024) 
 

65 
American Interdisciplinary Journal of Business and Economics | 

https://sadijournals.org/index.php/AIJBE 
 

The analysis revealed strong positive correlations between all dimensions, with service quality and cleanliness 

showing the highest correlation (r = 0.75, p < 0.01). This suggests that service quality improvements are closely 

related to enhanced perceptions of cleanliness, which is consistent with the findings of Davis (2021). Facility 

maintenance and cleanliness also showed a strong correlation (r = 0.72, p < 0.01), indicating that well-maintained 

facilities significantly contribute to the perception of cleanliness. 

The correlation between accessibility and other dimensions was positive but relatively weaker, particularly in 

comparison to cleanliness and service quality. This finding suggests that although accessibility is important, it 

may not be as strongly linked to overall satisfaction as other factors (Kim, 2020). This highlights the need for 

targeted improvements to accessibility to enhance overall guest satisfaction. 

Qualitative Results 

Qualitative analysis derived from the narrative provided by the resort owner revealed several key themes that 

offer deeper insights into tourist satisfaction: 

Guest Experience 

The owner emphasized the importance of providing a personalized experience. The owner stated, "We strive to 

make each guest feel special by remembering their preferences and ensuring that our staff provides attentive 

service." 

Personalization and attentive service play crucial roles in enhancing guest satisfaction. This aligns with existing 

literature that highlights the impact of personalized service on guest loyalty and satisfaction. Research by Santos 

and Cruz (2021) supports this, noting that personalized interactions significantly influence tourist satisfaction by 

making guests feel valued and cared for. Personalized service can lead to positive reviews and repeat visits, which 

are vital for the long-term success of hospitality businesses. 

Facility Improvements 

The owner mentioned ongoing efforts to upgrade the facilities. "We continuously invest in improving our facilities 

based on guest feedback. For instance, we recently renovated our beachfront area to enhance the overall 

experience." 

Continuous investment in facility improvements is essential for maintaining high guest satisfaction. This finding 

is consistent with Manalo and Dela Cruz (2022), who found that regular upgrades and maintenance of facilities 

are critical for meeting guest expectations and enhancing their overall experience. Up-to-date and well-maintained 

facilities contribute to higher satisfaction and can differentiate a resort from its competitors. 

Operational Challenges 

The owner discussed challenges related to maintaining service quality during peak seasons. "Managing peak 

periods can be tough, but we try to ensure that our staff is well-trained and prepared for high guest volumes." 

Handling peak seasons effectively is a significant challenge for many resorts. Davis (2021) noted that managing 

high guest volumes requires effective staff training and operational strategies to maintain service quality. 

Adequate preparation and staff training are crucial for ensuring consistent service quality, which directly impacts 

tourist satisfaction. Addressing these challenges proactively can help resorts maintain high satisfaction levels, 

even during busy periods. 

Conclusion 

This study, employing a Concurrent Nested Design, provides a comprehensive assessment of tourist satisfaction 

at a beach resort in Southern Negros through both quantitative and qualitative lens. The quantitative analysis 

revealed high tourist satisfaction levels, particularly regarding cleanliness and service quality. The qualitative 



Eliand Rey C. Soliman (2024) 
 

66 
American Interdisciplinary Journal of Business and Economics | 

https://sadijournals.org/index.php/AIJBE 
 

insights from the resort owners highlighted the significance of personalized service, continuous facility 

improvements, and effective peak-period management to maintain high satisfaction. The integration of these 

findings underscores the importance of combining numerical data with contextual narratives to enhance tourist 

satisfaction. This study offers practical recommendations for resort management to focus on cleanliness, 

personalized guest interactions, and proactive operational strategies to further improve the guest experience. 

CONFLICT OF INTERESTS  

The author has declared no conflict of interest. 

REFERENCES 

Alonso, A. D., and Ogle, A. (2021). Environmental sustainability and tourist satisfaction: Insights from the 

Philippines. Journal of Sustainable Tourism, 29(5), 758-773. 

Bautista, R. (2019). The influence of local hospitality on tourist satisfaction in Philippine resorts. Philippine 

Journal of Tourism Studies, 13(2), 45-59. 

Chen, C. F., and Tsai, M. T. (2022). Service quality and tourist satisfaction: A meta-analysis. Journal of Travel 

Research, 61(1), 45-62. 

Davis, C. (2021). The role of cleanliness in tourist satisfaction: Evidence from beach resorts. Journal of Travel & 

Tourism Marketing, 38(6), 536-549. 

Dela Cruz, J., & Manalo, M. (2023). Tourist perceptions of beach resorts in the Philippines: A case study. 

Philippine Journal of Tourism Studies, 15(1), 29-45. 

Kim, H. B. (2020). A meta-analysis of tourism service quality and its impact on tourist satisfaction. Journal of 

Travel Research, 59(4), 763-779. 

Lee, S., & Chen, H. (2022). Social media influence on tourist satisfaction: A study of beach resorts in the 

Philippines. Asian Journal of Tourism Research, 18(3), 143-159. 

Lee, T. H., Lee, J. H., and Lee, J. H. (2023). Contextual factors affecting tourist satisfaction: Evidence from a 

Philippine beach resort. Tourism Management Perspectives, 41, 100-115. 

Litchman, M. (2020). Qualitative research in applied settings. Sage Publications. 

Manalo, M., & Dela Cruz, J. (2022). Facility maintenance and guest satisfaction: A study of Philippine beach 

resorts. Journal of Hospitality Management, 47(3), 203-218. 

Reyes, P. S., & Santos, L. G. (2020). Accessibility and its impact on tourist satisfaction: Evidence from Philippine 

beach resorts. Journal of Tourism and Leisure Studies, 12(2), 98-112. 

Santos, M., and Cruz, R. (2021). The impact of personalized service on tourist satisfaction: A Philippine 

perspective. Asia-Pacific Journal of Tourism Research, 26(5), 559-572. 

Wang, Y., Zhang, Y., & Chen, X. (2022). Seasonal variations and tourist satisfaction: A case study of beach 

resorts in the Philippines. Journal of Travel & Tourism Research, 61(2), 289-306. 


