LYCEUM OF THE PHILIPPINES UNIVERSITY

Intramuros, Manila
College of International Tourism and Hospitality Management
January 2015

Dear Respondents,
Greetings! We are 3rd year students of Lyceum of the Philippines University-Manila conducting
a study entitled Customer Expectation on Service Quality of Selected Travel Agency. In this
regard, may we request to kindly fill in the items below with your intelligent evaluation.
Rest assured that your answers shall be treated confidentially and academic purposes. Thank
you for your valuable time.
Sincerely yours,
Abatayo, Wynona Gail T.
Nitro, Jonna Abigail J.
Rabie, Anne Karrizza L.

Reyes, Allen Jade S.

INSTRUCTION: Please check the box that best corresponds to your answer for each question below.
1.0 Demographic & Psychographic Profile
1.1 Name: (Optional) ___________________________________
1.2 Age:

15-20

21-25

1.3 Gender:

Male

Female

1.4 Occupation:

Employee
Student

25-30

30 and above

Businessman
Worker
Others: (Specify) ____________

1.5 Do you love to travel?

Yes

No

1.6 Purpose of Travel:

Business
Convention/Seminar

Pleasure
Regular Trip

3.0 Where do you prefer in purchasing airline tickets or hotel reservations?

Walk-in purchase/reservation

Travel Agency

Online purchase/reservation

4.0 Have you heard about the Southern Sky Travel & Tours?

Yes

No

5.0 Based on the factors and sub-factors that influence your expectations on the service quality of
Southern Sky Travel and Tours, what do you think the agency should prioritize the most?
Arrange them in order from 1 to 5; 1 as the first, and 5 as the last.
5.1 Factors Influencing Customer Expectations on SSTT

Order of Priorities

5.1.1 Facilities
5.1.2 Office Equipment
5.1.3 Accessibility of the Location
5.1.4 Efficiency of Travel Agents

5.2 Sub-factors Influencing Customer Expectations on SSTT

5.2.1 Facilities & Office Equipment
-

The facilities and office equipment are adequate.

The facilities and office equipment are properly maintained.

The facilities and office equipment are complete.

The facilities and office equipment are functional.

The facilities and office equipment are user- friendly.

5.2.2 Accessibility of the Location

There is an available public transport.

The parking area is spacious.

The roads are well maintained.

The location of the establishment is well utilized.

The area of the establishment is secured.

5.2.3 Efficiency of Travel Agents

-

The travel agents address their customers properly.

The travel agents provide services promptly.

The travel agents offer affordable tour package or ticket itinerary.

The travel agents provide itineraries properly.

The travel agents provide reliable information.

Order of Priorities