´´Factors Affecting Quality Standards of Services

Amidst
COVID-19 Pandemic to Tourist in Palompon Leyte´´

_______________

A Research Proposal
Presented to

Sir Amed Cabugoy

Instructor

College of Arts and Sciences

Palompon Institute of Technology
Palompon, Leyte

_______________

In Partial Fulfilment
Of the Requirement for the Course
HPC6: Research in Hospitality Management
For the First Semester SY 2020 – 2021

_______________

PROPONENTS:
Bustamante, Rose Ann
Caones, Maenard
Capillas, Gilshemae
Medalla, Erich Mike
Rufin, Maricar

December, 2020

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 TABLE OF CONTENT
CHAPTER 1
I. Introduction
A. Rational of the study................................................................3-8
B. Theoretical background. .........................................................9
C. Review of Related Literature...................................................10-14
D. Scope and Limitation..............................................................15
E. Conceptual Framework..........................................................16
II.THE PROBLEM
A. Statement of the Problem...............................................17
B. Significant of the Study...................................................18
III.RESEARCH DESIGN
A. Research Methodology.......................................................19
B. Research Environment.......................................................19
C. Sampling Techniques........................................................20
D. Research Respondent.......................................................21
E. Research Instrument.........................................................21
F. Research Procedures.......................................................21
G. Data Gathering.................................................................22
H. Treatment of Data............................................................23
IV.DEFINITION OF TERMS..........................................................24
V.REFERNCES............................................................................25

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 CHAPTER 1

INTRODUCTION

Rationale
Try to figure why some always do complain how people seems trouble on
how bad they can’t figure to access their messenger, ATM accounts, Spotify
subscription, how terrible signal and expensive this country telecommunication
companies and this all lead to one thing the service. At this point the biggest
hurdles of this service that people had provide is working under the time of
pandemic that serves and impalement to every business and personal livelihood
of every person who struggles to live.

In the group 7 third year alpha hospitality major enrolled in Palompon

Institute of College is trying to figure out the factors affecting the quality
standards of services to tourist in Palompon Leyte amidst Covid 19 pandemic. As
to internalize the deeper understanding of evaluation of certain knowledge
beyond the making the concept of standard of quality in the reality labor against
this environment.

Service quality and customer satisfaction are very important concepts that
companies must understand in order to remain competitive in business and
hence grow. It is very important for companies to know how to measure these
constructs from the consumers’ perspective in order to better understand their
needs and hence satisfy them. Service quality is considered very important
because it leads to higher customer satisfaction, profitability, reduced cost,
customer loyalty and retention.

Customer satisfaction is defined as a measurement that determines how

happy customers are with a company's products, services, and
capabilities. Customer satisfaction information, including surveys and ratings, can
help a company determine how to best improve or changes its products and
services. A service has quality can satisfy customers’ needs and demands.

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Service quality is more important and necessary due to increasing customer
expectations, competitor activity, environmental factors, services nature, and
organizational internal factors.

Customer satisfaction is essential to keeping your current customers and

retaining new ones. Dissatisfied customers are a retention risk, and losing them
will hurt your brand. Let us look at why customer satisfaction (CSAT) is
so important for brands to succeed. Due to restrictions imposed in March when
the coronavirus started spreading rapidly around the world, international travel
came to a screeching halt in April and May, resulting in international tourist
arrivals that trailed last year’s total by almost 60 percent through the first five
months of 2020. Depending on when travel restrictions will be fully lifted, the
World Tourism Organization expects international tourism receipts (i.e. spending
by international tourists) to drop between $910 billion and $1.2 trillion this year,
which would set the global tourism industry back by 20 years.

As Without a doubt, the tourism industry is among the sectors that have
been greatly affected by the COVID-19 pandemic. The closing of borders,
airports, and hotels as well as restrictions on mass gatherings, land travel and
related services across the world put around 100 to 120 million jobs at risk, as
estimated by the World Tourism Organization.

In the first quarter of 2020, the period when the travel restrictions and
lockdowns in most countries started, international tourist arrivals declined by 22%
resulting in an estimated loss of US$80bn in global tourism receipts. In such
period, 97 destinations have totally or partially closed their borders for tourists, 65
destinations have suspended international flights totally or partially, and 39
destinations were implementing the closing of borders (i.e., banning the arrivals
from specific countries).

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 This investigation will assist with discovering the components influencing
the quality principles of administrations in the midst of COVID 19 pandemic to
traveler in Palompon Leyte. It empowers to satisfy current necessities and needs
of vacationer offering quality types of assistance which is helpful to settle the pay
of the travel industry area and advance the travel industry exercises in the spot. It
assists with estimating the profitability and proficiency for a travel industry area to
stay serious and steady. To have the option to assess the excellency by
guaranteeing to satisfy the guideline administrations took into account the
vacationer, it survives and comprehend the shortcomings and elements that
influences the administrations of the travel industry area to support doable
arrangement and likely options for supportability of the travel industry in the spot
advancing huge labor for high business rate in the travel industry areas
regardless of in the hours of pandemic.

As a feature of the arising Hospitality Industry, the advocate will know on

the changes in the new typical when it terms to the rules and conventions in the
travel industry administrations. Empowering to gain information, capacities,
create abilities and accumulate enough data to raise their degree of
comprehension with respect to this investigation to improve and have magnificent
execution in Tourism Industry as a field of try.

As the research method used, the type of data that the researcher used is
quantitative data by conducting survey through online via email, this includes the
respondents profile, sampling data, gathering procedure. The respondent needs
to answer it within two days. The sampling method and the rate of response the
researcher used is answerable by yes or no, poor, good and excellent. As the
paper has the methods will help to evaluate and analyze statistical data.
In the methodology has provided knowledge and determine by observing the
factors affecting quality service in Palompon Leyte amidst COVID -19 pandemic.
It helps identify the factors of unemployment in the place. It comprises to analyze
and defining alternatives to systematically solve research problem.

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 This examination will be led at Palompon, Leyte Philippines, Region VII.
Palompon is a second class of region of Leyte, a region in the Eastern Visayas.
Palompon is situated over the island of Cebu, so essentially, two hours travel
inlet boat from Palompon to Bogo City, Cebu, and the closest city is Ormoc City,
ride. The district has a land region of 126.07 square kilometers or 48.68 square
mile which establishes 2.00% of Leyte's complete territory. The civil focus of
Palompon is arranged at roughly 11°3' North, 124° 23' East, in the island of
Leyte. Height at these directions is assessed at 4.9 meters or 16.0 feet above
Mean Ocean. Palompon, Leyte is known for the dazzling Kalanggaman Island
and a lot more alluring traveler objective. Along the portion of ripe coast, the
network was established around 1620 and initially called Hinablayan, legend
advises that is Spaniards change its name to "Paungpung" because of a group of
mangroves (pongpong) they saw skimming at the inlet. Bit by bit the name
developed to Palompong, at that point to Palumpun, and its present spelling of
Palompon in some cases in 1700 or 1800.

With the researchers had administrated a questionnaire to gather the

needed data. The questionnaire was composed of two major parts. The first part
dealt with demographics of the respondents in terms of name, sex, address, age,
civil status. While for the second part dealt with the factors affecting perception in
the quality standards of services by the tourist visited Palompon Leyte amids
COVID 19 PANDIMIC.

As the respondent of this study was a student or resident of Palompon

Leyte. This paper used to choose selective random sampling method. The
respondent of the study was composed of male and female, where there are
seventeen (17) female and thirty four (34) male as the respondent in the study.

The segment profile of the respondent is depicted as follows; guys were

33% while females were 67% more than twofold higher than guys. Larger parts
of the respondents were all single and homegrown sightseers. This traveler live
specifically regions that are coming from better places are from generally from

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Isabel were 30% next is Palompon 25% third were Kananga, Carigara, and
Borangan the number with 12%. Different spots are Leyte, Taguig City, Quezon
City, Southern Leyte, and Albuera summarizing with just a single traveler for
each regions were 0.02%.

The age reaches to 21, 20, 22, 23, and other didn't indicate. The vast
majority of them don't indicate their ages were 59%. Next were ages 25 were
25%, third 20 were 12%, and ultimately ages of 22 and 23 with both 0.02%.

Taking a gander at the target of the investigation of essential information

gathered from study as introduced in the past section is to address our
exploration addresses which incorporate discovering how purchasers see
administration quality in stay excursion and whether they are happy with
administration quality at Palompon, Leyte. This will empower us accomplish the
goals of our examination which are primarily depicting experimental wonders
which are administration quality and consumer loyalty. Information examination
for this investigation was done in two stages, the fundamental examination and
the principle examination. For starter examination which includes for the most
part distinct measurements to sum up information, the segment qualities of the
respondents were illustrated to improve the comprehension of the information.

The principle investigation included factor examination whose reason to

see whether the relationship of the discernment in the nature of administration
previously and during the pandemic by rating it by 5 (excellent), 4 (good), 3
(neutral), 2 (poor), and 1 (very poor). With this coordinated example with the
equivalent of gathering of respondents. This paper will utilize mean distinction is
under zero to demonstrate if there is a critical contrast of administration to
impacts of the pandemic. This set up will utilize coordinated or matched t-test as
type of speculations testing.

The test statistic is calculated as: - where x bar is the sample mean, s² is

the sample variance, n is the sample size, µ is the specified population mean

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and t is a Student t quantile with n-1 degrees of freedom. A null hypothesis of no
difference between sample and population means has clearly been rejected.

Invalid speculation that there is huge contrast of administration saw

previously and during pandemic if the t stats detail is≥0.

Whereas the result from the paper with 51 different respondents has
accepted and unable to deny the null hypothesis and there is a significant
difference of pandemic in the quality of service provided people of Palompon,
Leyte tourism.

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THEORITICAL BACKGROUND

The presumption of this paper concludes about the quality of service by

trying to understand the consumer expectations that the researcher had adopted
from 1985 SERVQUAL Theory. This theory is understood as a multi-dimensional
research instrument, designed to capture consumer or respondent’s expectations
and perceptions of a service along the five dimensions that are believed to
represent service quality.

From that concept it develop the model of service quality, popularly known
as the gasps model was developed by group of American authors, Parasuraman,
A., Zeithaml, V., & Berry, L., (1983) from the idea of expectancy-confirmation
paradigm which suggest that consumers perceive quality in terms of their
perceptions of how well given service delivery meets their expectations of that
delivery.

Where the service quality is equal to the minus of an individual’s

perceptions of given service delivery to the individual’s expectations of a given
service delivery.
SERVQUAL Model

Word-of-Mouth
Communications Past Experience

Personal Needs

Expected Service
GAP 5
Perceived Service

Service delivery External

(Including pre-and Post contacts) Communications
GAP 4
GAP 3

GAP 1 Translation of perceptions into

service quality specifications
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GAP
GAP22
Management perceptions of
consumer expectations
 CHAPTER II

REVIEW OF RELATED LITERATURE

Global tourism has been exposed to a wide range of crises in the past
(Figure 1). Between 2000 and 2015, major disruptive events include the
September 11 terrorist attacks (2001), the severe acute respiratory syndrome
(SARS) outbreak (2003), the global economic crisis unfolding in 2008/2009, and
the 2015 Middle East Respiratory Syndrome (MERS) outbreak. None of them led
to a longer-term decline in the global development of tourism, and some of them
are not even notable in Figure 1, with only SARS (-0.4%) and the global
economic crisis (-4.0%) leading to declines in international arrivals (World Bank
2020a, 2020b). This would suggest that tourism as a system has been resilient to
external shocks. However, there is much evidence that the impact and recovery
from the COVID-19 pandemic will be unprecedented according to Gassling, S.,
Scott, D. & Hall, M. (2020)

The coronavirus (COVID-19) pandemic has triggered an unprecedented

crisis in the tourism economy, given the immediate and immense shock to the
sector. Revised OECD estimates on the COVID-19 impact point to 60% decline
in international tourism in 2020. This could rise to 80% if recovery is delayed until
December. International tourism within specific geographic-regions (e.g. in the
European Union) is expected to rebound first.

Domestic tourism, which accounts for around 75% of the tourism economy
in OECD countries, is expected to recover more quickly. It offers the main
chance for driving recovery, particularly in countries, regions and cities where the
sector supports many jobs and businesses.

The impact of the crisis is being felt throughout the entire tourism
ecosystem, and reopening and rebuilding destinations will require a joined up
approach. Tourism businesses and workers are benefiting from economy-wide

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stimulus packages, with many governments also introducing tourism specific
measures. Governments and industry are focusing their efforts on:

 Lifting travel restrictions and working with businesses to access liquidity

supports, apply new health protocols for safe travel, and help to diversify their
markets.
 Restoring traveller confidence and stimulating demand with new safe and
clean labels for the sector, information apps for visitors and domestic tourism
promotion campaigns.
 Preparing comprehensive tourism recovery plans, to rebuild destinations,
encourage innovation and investment, and rethink the tourism sector.
These actions are essential, but to reopen the tourism economy
successfully and get businesses up and running, more needs to be done in a
coordinated way as tourism services are very interdependent. The travel and
tourism industry and governments should continue to reinforce their coordination
mechanisms to accompany the businesses, notably the smallest ones, and the
workers. Particular attention should be given also to the most
sensitive/vulnerable destinations in the recovery phase.

Looking ahead, the measures put in place today will shape tourism of
tomorrow. Governments need to already consider the longer term implications of
the crisis, while staying ahead of the digital curve, supporting the low carbon
transition, and promoting the structural transformation needed to build a stronger,
more sustainable and resilient tourism economy. The crisis is an opportunity to
rethink tourism for the future.

Tourism is a significant part of many national economies, and the

immediate and immense shock to the tourism sector resulting from the
coronavirus pandemic is affecting the wider economy. As governments around
the world have introduced unprecedented measures to contain the virus,
restrictions on travel, business operations and people-to-people interactions have
brought the tourism economy to a standstill. Many countries are now entering a

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new phase in fighting the virus while at the same time managing the re-opening
of the tourism economy. This is a complex and challenging task, and quantifying
the impact on the tourism economy is difficult.

Five months into the crisis, the situation continues to evolve and the
outlook remains uncertain. Recovery is now expected to start later and be slower
than previously foreseen. Travel restrictions and containment measures are likely
to be in place for longer, and are expected to be lifted only gradually, with the
possibility of reversal should new waves occur. Even when tourism supply chains
start to function again, new health protocols mean businesses will be operating at
restricted capacity. Demand-side recovery will also take some time, given the
interlinked consequences of the economic and health crises, and the progressive
lifting of travel restrictions, while consumer confidence and travel behavior will be
more deeply impacted the longer the pandemic goes on. This will have knock-on
implications for many national economies.

The coronavirus (COVID-19) pandemic is, first and foremost, a

humanitarian crisis affecting people’s lives, and has triggered a global economic
crisis. This has very tangible impacts for the tourism sector, which is critical for
many people, places and businesses, with the impact particularly felt in
countries, cities and regions where tourism is an important part of the economy.

Tourism generates foreign exchange, drives regional development,

directly supports numerous types of jobs and businesses and underpins many
local communities. The sector directly contributes, on average, 4.4% of GDP,
and 21.5% of service exports in OECD countries5. These shares are much
higher for several OECD countries. For example, tourism in Spain contributes
11.8% of GDP while travel represents 52.3% of total service exports, in Mexico
these figures are 8.7% and 78.3%, in Iceland 8.6% and 47.7%, in Portugal 8.0%
and 51.1%, and in France 7.4% and 22.2%6.

Factors that were driving the hospitality industry before pandemic COVID-
19 include increasing disposable income, new travel trends, increasing online

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business of travelling due to increased internet penetration and internet banking,
web-presence of hotels & tourism directories and many more. The ever-
expanding global tourism industry was one of the major factors driving the growth
of the hospitality industry before the coronavirus outbreak. The number of
international tourist arrivals had risen continuously over the past decades. As per
the growth projection made by the World Tourism Organization (UNWTO), the
number of tourist arrivals across the globe was expected to cross 1.5billion by
2020. Key factors affecting the market after the pandemic include the decrease in
tours and travels as most of the flights are getting canceled. The government all
across the globe are cancelling the foreign visits and locking down most of the
area which is one of the other major reasons behind the slowing down of
hospitality industry. The global hospitality industry report is segmented based on
food and beverages, travel and tourism, lodging, and recreation. Travel and
tourist segments along with the recreation segment are majorly declining due to
the lockdowns happening across the world. The effect of COVID-19 on hospitality
industry can be observed in all the regions including North
America, Europe, Asia-Pacific, and Rest of the World. In the US, many hotels
had reported a sudden increase in cancellations for both individual reservations
and group events. Additionally, since the origin of the COVID-19 outbreak, many
cities in the Asia-Pacific are on complete lockdown, which is in turn restricting the
growth of the hospitality industry according to Dublin (2020).

The tourism sector has difficulties to maintain its activity during a

lockdown. For instance, under some restrictions, the agriculture sector needs to
continue its activity to provide food to the population, as well as the food
manufacturing industry (at least part of it). The food retail sector may remain
open and purchases have even increased [due to new consumer behavior during
the confinement. The non-food retail sector, although closed, has been gambling
on online sales as an escape plan, even though sometimes the infrastructure and
transport services are unable to respond to the rise in demand. Some non-food
manufacturing industries such as clothing or machinery/equipment have chosen
(due to a market need) to develop another activity, namely, production of surgical

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masks and gowns or respirators, respectively. Teleworking has also been an
alternative for some companies, essentially in services sectors, to continue their
businesses and to mitigate the negative effect of the COVID-19 crisis. However,
the tourism industry, such as accommodation and long-distance air passenger
transport, has no plan B, no options, once the spring lockdown obliged them to
stop their activities and teleworking was not possible. For all these reasons, the
tourism sector is most exposed to the shocks produced by confinement
measures than any other industry according to Marques Santos, A., Madrid
González, C., Haegeman, K. & Rainoldi, A. (2020).

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 SCOPE AND LIMITATION

Initially, this study aims to acknowledge the different factors of services

provided to the tourists amidst this pandemic COVID-19. College students of
Palompon Institute of Technology are the respondents of this research. This
research is all about knowing of what is the difference between then and now of
the services provided by the employees towards to the tourists. It is stated in our
research that the services provided to the tourists was barely affected due to this
worldwide pandemic and it was slowing down the tourism and hospitality
industry.

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 THE PROBLEM
Statement of the Problem
This study is conduct to assess the factors affecting the quality standards
of services to tourist amidst of CCOVI-19.

* How does the tourism in Palompon being affected by COVID-19?

* Who are responsible in addressing the dilemmas in a tourism sector?
* What are the alternatives that need to implement to have a consistent quality
service?
* Why does the issue of unemployment arise in the place?
* Where does the tourist came from? Is it domestic or international?

Significance of the Study

This study will help to find out the factors affecting the quality standards of
services amidst COVID 19 pandemic to tourist in Palompon Leyte. It enables to
meet current needs and demands of tourist providing quality services which is
beneficial to stabilize the income of the tourism sector and promote tourism
activities in the place. It helps to measure the productivity and efficiency for a
tourism sector to remain competitive and consistent. To be able to assess the
excellency by assuring to meet the standard services catered to the tourist, it
helps overcome and understand the weaknesses and factors that affects the
services of the tourism sector to rationalize feasible solution and potential
alternatives for sustainability of tourism in the place promoting large manpower
for high employment rate in tourism sectors despite in the times of pandemic.

Importance to the Proponent:

As part of the emerging Hospitality Industry, the proponent will be aware
on the adjustments in the new normal when it terms to the guidelines and
protocols in tourism services. Enabling to acquire knowledge, capabilities,
develop skills and gather enough information to raise their level of understanding

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with regards to this study to improve and have excellent performance in Tourism
Industry as a field of endeavor.

Importance to the Tourism Sector:

It helps a tourism sector to achieve competitive advantage by evaluating
and determining trends and demands to continue deliver quality products and
standardize services to the guest by innovating ideas to overcome crucial
situations regarding to the factors affecting the quality standards of products and
services, this serves as an edge to left their competitors behind which leads to
gain more profit.

Importance to the Tourist:

The tourist will be able to receive satisfactory services crafting a high
quality experience a tourism sector could offer in order for the tourist to have
unforgettable and comfortable stay or vacation in the place in this new normal.

Importance to the Institution and Government:

Sustainable tourism development contributes a greater impact on
institutional embeddedness in which there is a firm connection between social
environment and industrial markets because of increasing number of tourist.
There will be a booming of innovations and infrastructure; it generates economic
growth and rapid trade, businesses and high end market development.
Collaboration among industries can stabilize the economy.

Importance to the Future Researcher:

The future researcher will be guided and serves as basis to anchor in
the study they conducted that is similar or related to this study entitled “Factors
Affecting Quality Standards of Services Amidst COVID-19 Pandemic to Tourist in
Palompon Leyte and this can be a useful reference for the further studies.

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Importance to the Students:
This study is valuable to the students specifically the students taken
Bachelor of Science in Hospitality Management which they can gain learnings
and knowledge that can enhance their skills in dealing with the standards of
services regarding to the study. It improves and help develop interest and use
the learning’s as an edge that can applicable in their chosen field of endeavor.

Importance to Tour Operators:

There will be an increasing number of tour operators that would actively
earn. They play an essential role in tourism by fetching tourist to and from
destination. Lots of boats, vehicles such as motorcycle and jeepneys can gain
profit. By the quality standards in tourism, the place can attract more tourists for
both domestic and international. The tourist are main source of income of the
tour operators. Thus, when the number of tourist increases, the number of
operators also increases which can be beneficial to them.

Importance to Local Community:

There will be high employment rate in the place and tourism, there will be
booming of small businesses and tourism establishment and hiring of labor force
and manpower that can help local community to generate income and grow, it is
a privilege for the locals to gain daily income because most of them relies on
tourism livelihood.

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 RESEARCH DESIGN
Research Methodology:

This chapter contains the research method used, the type of data that the
researcher used is quantitative data by conducting survey through online via
email, this includes the respondents profile, sampling data, gathering procedure.
The respondent needs to answer it within two days. The sampling method and
the rate of response the researcher used is answerable by yes or no, poor, good
and excellent. This methods will help to evaluate and analyze statistical data.
The researcher used this method to provide knowledge and determine by
observing the factors affecting quality service in Palompon Leyte amidst COVID
-19 pandemic. It helps identify the factors of unemployment in the place. It
comprises to analyze and defining alternatives to systematically solve research
problem.

Research Environment

This study will be conducted at Palompon, Leyte Philippines, Region VII.

Palompon is a 2nd class of municipality in leyte, a province in the eastern visayas.
Palompon is located across the island of Cebu, so basically, two hours travel bay
boat from Palompon to Bogo City, Cebu, the nearest city is Ormoc City, ride. The
municipality has a land area of 126.07 square kilometers or 48.68 square mile
which constitutes 2.00% of Leytes total area. The municipal center of Palompon
is situated at approximately 11°3' North, 124° 23' East, in the island of Leyte.
Elevation at these coordinates is estimated at 4.9 meters or 16.0 feet above
mean sea. Palompon, Leyte is known for the gorgeous Kalanggaman Island and
many more attractive tourist destination. Along the strip of fertile coast, the
community was founded circa 1620 and originally called Hinablayan, legend tells
that’s Spaniards change its name to “Paungpung” due to a cluster of mangroves
(pongpong) they saw floating at the bay. Gradually the name evolved to

19
Palompong, then to Palumpun, and its current spelling of Palompon sometimes
in 1700 or 1800.

This study aims to know the “Factors affecting quality standards of services
to tourist in Palompon Leyte amidst COVID 19 pandemic”.

Sampling Techniques

Total Respondent: 51

VERY POOR POOR GOOD EXCELLENT

How were the services before 0 1 45 5

the pandemic?

How were the services during 1 13 35 2

the pandemic?

Expectation about the services 0 4 40 6

after the pandemic?

How was the experience as a 1 3 11 6

tourist of Palompon, Leyte?

The quality standards of 1 0 45 5

services?

The standards of services given 1 0 45 5

to the tourists?

Research Respondent

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 The respondent of this study was a student or resident of Palompon Leyte.
Where the researchers used to choose respondent through randomly selected.
The respondent of the study was composed of male and female, where there are
seventeen (17) female and thirty four (34) male as the respondent in the study.

Research Instrument

The researchers used administration questionnaire to gather the needed data.

The questionnaire was composed of two major parts. The first part dealt with the
personal profile of the respondents in terms of name, sex, address, age, civil
status. While the second part dealt with the factors affecting quality standards of
services to tourist in Palompon Leyte amids COVID 19 PANDIMIC.

Research Procedure

It’s a step by step process where it can help to analyze more the research
topic by its two (2) important parts which are the “Data Gathering” and
“Treatment Data.” That it can help more to aim and organize the data.

Data gathering

We gathered this data to identify what’s the issues and opportunities for
collecting the data and to decide what are the next steps to take. The
respondents of this study are mostly students because as of now we can't go to
the specific area to gather the data because of this Covid-19 pandemic.

As we gathered the data we came up with the total of fifty one (51)
respondents, mostly of them was male total of thirty four (34) male respondents,
while female was a total of seventeen respondents (17). The number one (1) of
the highest respondents came from Isabel, Leyte total of fifteen (15), second (2)
is Palompon, Leyte total of thirteen (13) respondents, third (3) three ties which
are the Kananga, Carigara, and Borongan, and lastly the fourth (4) one which
are also ties with only one (1) respondent came from Leyte, Taguig, Quezon,
Southern, Calubian, and Albuera.

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 Most of the respondents are twenty one (21) years old total of thirteen (13)
respondents, next is twenty (20) years old total of six (6) respondents, third one
is twenty two (22) and twenty three (23) years old. And most of the tourists are
domestic and no one respondents chose the international tourist.

Our questionnaire is related to our topic entitled” Factors Affecting Quality

Standards of Services to Tourists in Palompon, Leyte amidst of Covid-19
pandemic.” That will really help the Palompon community to know what their
services lack and enhance more the services to the unsatisfied tourists, and also
to know the flow of their services going before and after Covid-19 pandemic.

The respondents must answer the questions in rating form which choices are
(Very Poor, Poor, Good, and Excellent). We came up with this rating form, so
that we will know the respondents' feelings towards the services of Palompon,
Leyte and also to know their satisfaction level.

There’s total of seven (7) questions for the respondents that you will see and
identify on “Research Instruments.” And most of the respondents chose all the
questions as “ Good”, next is “ Excellent”, third is “ Poor”, and sometimes “ Very
Poor” that may be the respondents were not satisfied with the services. But after
all we came up with the “Good” satisfaction from Palompon, Leyte through the
respondents' rates.

Treatment Data:

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 The aim of this study is to give solutions to the tourists who are not
satisfied with the services of Palompon, Leyte. Respondents are unsatisfied with
the services they have experienced in Palompon, Leyte so, they take an action
with their services and its helpful to make the unsatisfied tourists to become
satisfied. Because even though there’s a lot of satisfied tourists, they also need
to focus on the other side which is the unsatisfactory of the tourists and in order
to make other tourists, especially to those who did not already experience the
beauty of Palompon, Leyte because if they will give the solution to the problem
and encourage the satisfied tourists to try again their new effective ways in
handling their services it may be the way to give the tourists learn to appreciate
the beauty of Palompon, Leyte.

So, they need other ways to deal with the negative feedback they have
received, like offering some best relaxing places that Palompon, Leyte have like
Kalanggaman Island, Lantaw Palompon, Tabuk Marine Park and Bird Sanctuary.
These places can motivate the tourists to explore more in Palompon, Leyte. And
also the best accommodations like comfortable, clean, complete set of
appliances and also internet Wi-Fi l, and most especially the workers under the
services, they should have to be more open- minded, responsible, and taking
care of the tourists.

Therefore, if the Palompon services improve more and know their lack of
giving other tourist’s unsatisfaction it can encourage many tourists like domestic
tourists and national tourists to come and visit the Palompon, Leyte hidden
paradise and relaxing places. So, that it can give a huge privilege to the
Palomponganons and make their community known for its best services.

Definition of Terms

23
Disruptive- means to prevent something from continuing or operating in a
normal way.

Unprecedented- means without previous instance, never before known

experiences.

Underpins- means to help other things to continue or succeed by supporting and

strengthening it.

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 BIBLIOGHRAPHY

Gossling, S., Scott, D. & Hall, M. (2020, April 27). Pandemics, tourism and global
change: a rapid assessment of COVID-19. Retrieve December 10, 2020, from
https://www.tandfonline.com/doi/full/10.1080/09669582.2020.1758708

OECD.org. (2020, June 2). Tourism Policy Responses to the coronavirus

(COVID-19). Retrieve December 10, 2020, from
https://www.oecd.org/coronavirus/policy-responses/tourism-policy-responses-to-
the-coronavirus-covid-19-6466aa20/
Dublin. (2020, April 16). COVID-19's Impact on Hospitality, 2020 Market Report.
Retrieve December 10, 2020, from https://www.prnewswire.com/news-
releases/covid-19s-impact-on-hospitality-2020-market-report-301042147.html

Marques Santos, A., Madrid González, C., Haegeman, K. & Rainoldi, A. (2020).
Behavioral changes in tourism in times of COVID-19. Retrieve December 10,
2020, from
https://s3platform.jrc.ec.europa.eu/documents/20182/392265/Behavioural+chang
es+in+tourism+in+times+of+COVID-19/059ea958-6696-467a-8507-
2e8617a4b86a

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 Curriculum Vitae

Name:

Year Level:

Age:

Sex:

Civil Status:

Nationality:

Gmail Account:

Student Background information

Elementary School Level –

Junior High school level –

Senior High School Level-

Learning’s:

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