Guest Perception and Preference on Facilities, Ergonomics, and Amenities in Small-Scale Accommodations in Cebu City
DOI:
https://doi.org/10.5281/zenodo.20338401Keywords:
guest perception, guest preference, facilities, ergonomics and amenities, small-scale accommodations, physical environmentAbstract
The physical environment of accommodation establishments significantly influences guest satisfaction and accommodation preference, particularly in small-scale lodging operations where comfort, functionality, and service efficiency are essential. This study examined guest perception and preference on facilities, ergonomics, and amenities in selected small-scale accommodations in Cebu City as basis for improvement recommendations. Guided by the Servicescape Theory, Stimulus–Organism–Response (SOR) Theory, and Expectation–Confirmation Theory, the study assessed facility design and layout, ergonomic comfort and usability, amenities quality and functionality, and aesthetic appeal and ambiance. A descriptive–correlational research design was utilized involving 150 respondents selected through purposive and convenience sampling. Data were analyzed using frequency, percentage, weighted mean, standard deviation, and Pearson Product–Moment Correlation Coefficient. Findings revealed that guest perception was interpreted as “Strongly Agree” (M = 3.48), while guest preference was rated “Highly Preferred” (M = 3.48). Ergonomic comfort and usability obtained the highest perception rating, while comfort, cleanliness, and functionality emerged as the most preferred accommodation attributes. Significant positive relationships were found between all perception variables and guest preference, indicating that the physical environment strongly influences guest evaluation and accommodation choice.
Downloads
References
Abdulaali, H. S., Usman, I. M. S., Alawi, M., & Alqawzai, S. (2025). Research on guest comfort and satisfaction with indoor environmental quality in former GBI-certified green hotels: A study case from Malaysia. Frontiers in Built Environment, 11. https://doi.org/10.3389/fbuil.2025.1544177
Ali, A. S. M., Nurin, S. S., & Mohi, Z. (2023). Room guest satisfaction towards guestroom physical environment quality in the theme hotel. Journal of Tourism Culinary and Entrepreneurship (JTCE), 3(2). https://doi.org/10.37715/jtce.v3i2.3966
Alnehayan, A. S. (n.d.). The impact of outdoor thermal comfort on users’ walkability: Study case in Al Ain Square, Al Ain City, UAE [Master’s thesis, United Arab Emirates University]. Scholarworks@UAEU. https://scholarworks.uaeu.ac.ae/all_theses/1198/
Alzoubi, H. M., Vij, M., Vij, A., & Hanaysha, J. R. (2021). What leads guests to satisfaction and loyalty in UAE five-star hotels? AHP analysis to service quality dimensions. Enlightening Tourism: A Pathmaking Journal, 11(1), 102–126. https://doi.org/10.33776/et.v11i1.5056
Anguera-Torrell, O., León, I., Cappai, A., & Sanmartín Antolín, G. S. A. (2021). Do ambient scents in hotel guest rooms affect customers’ emotions? European Journal of Tourism Research, 27, 2701. https://doi.org/10.54055/ejtr.v27i.2120
Ariffin, A. A. M., Nadesan, G., & Alamssi, A. (2025). The relative impacts of physical, social and e-servicescape on the resort hotel guest loyalty. Cogent Business & Management, 12(1). https://doi.org/10.1080/23311975.2025.2504123
Ba, N. T. B., Khang, N. V. P., & Dan, T. C. (2025). Factors influencing domestic tourist satisfaction with accommodation services in Mang Den, Quang Ngai Province, Vietnam. European Journal of Social Sciences Studies, 11(5). https://doi.org/10.46827/ejsss.v11i5.2100
Badraoui, B., & Smith, S. J. (2024). Innovative interiors: An evaluation of guest perceptions and booking responses to robotic furniture in hotel rooms. Journal of Hospitality and Tourism Insights. https://doi.org/10.1108/JHTI-05-2024-0479
Bank, A. D., Roth, A., & Schipani, S. (2023). Alternative accommodations in Southeast Asia. Asian Development Bank. https://doi.org/10.22617/brf230520-2
Chen, F. (n.d.). Research on design strategies and methods of rural hotels with regional characteristics [Doctoral dissertation]. ProQuest Dissertations Publishing.
Chianebeng, J. K., Ngong, D. J., & Doumtso, M. (2025). Spatial configuration of market spaces: Accessibility and management challenges in Bamenda City, Cameroon. Journal of Geography, Environment and Earth Science International, 29(1), 1– 20. https://doi.org/10.9734/jgeesi/2025/v29i1852
Daramola, O. F., Ibitoye, O. A., Olasunmbo, A. O., Olaoye, G. O., & Ogunnaike, A. O. (2025). Guest satisfaction and spatial layout in hotels. African Journal of Environmental Sciences and Renewable Energy, 19(1), 265–285. https://doi.org/10.62154/ajesre.2025.019.01027
El-Sherbeeny, A. M., Al-Romeedy, B. S., Elhady, M. H. A., Sheikhelsouk, S., Alsetoohy, O., Liu, S., & Khairy, H. A. (2023). How is job performance affected by ergonomics in the tourism and hospitality industry? Mediating roles of work engagement and talent retention. Sustainability, 15(20), 14947. https://doi.org/10.3390/su152014947
Erul, E., Karacabey, F. A., Woosnam, K. M., & Koc, E. (2024). Rethinking stimulus-organism-response theory for residents’ behaviour in tourism. Current Issues in Tourism, 1–17. https://doi.org/10.1080/13683500.2024.2417709
Gador, J. E. (2019). Unveiling the quality of service, influences, and challenges of the hospitality industry in the local tourists’ destination site in Cebu, Philippines. Journal of Tourism and Hospitality Management, 7(1), 36–48. https://doi.org/10.15640/jthm.v7n1a4
Khodaviren, M., & Dhar-Bhattacharjee, S. (2024). CSR perceptions and practices in small hotels in urban cities. Journal of Hospitality and Tourism Insights, 7(5), 3185–3203. https://doi.org/10.1108/jhti-10-2023-0692
Kim, M., Lee, E., Kim, S. J., Cha, J., & Cichy, R. F. (2022). Impact of indoor environmental quality on hotel guests’ behaviors. International Journal of Hospitality & Tourism Administration, 24(2), 288–313. https://doi.org/10.1080/15256480.2021.1981188
Ledesma, J. V., Penetrante, M. O. T., & Hernandez, C. N. (2022). Determinants of tourists’ satisfaction: The case of DOT- accredited accommodation establishments in the Province of Capiz, Philippines. Central Philippine University Institutional Repository. https://repository.cpu.edu.ph/handle/20.500.12852/1978
Liu, P., Freybote, J., & Das, P. (2023). Brand affiliation and the hotel asset market. International Journal of Hospitality Management, 109, 103428. https://doi.org/10.1016/j.ijhm.2023.103428
Lopez, T. F. (2025). Tourism and territory: Spatial-temporal analysis of accommodation facilities in Central Philippines. Journal of Interdisciplinary Perspectives, 3(5). https://doi.org/10.69569/jip.2025.099
Manirochana, N. (2021). Relationships between service quality, service marketing mix, and behavioral intention. Turkish Journal of Computer and Mathematics Education, 12(8), 2617–2625. https://doi.org/10.17762/turcomat.v12i8.3846
Mehta, M. P., Kumar, G., & Ramkumar, M. (2021). Customer expectations in the hotel industry during COVID-19. Tourism Recreation Research, 48(1), 110–127. https://doi.org/10.1080/02508281.2021.1894692
Nanu, L., Rahman, I., Ali, F., & Martin, D. S. (2024). Enhancing the hospitality experience: A systematic review of 22 years of physical environment research. International Journal of Hospitality Management, 119, 103692. https://doi.org/10.1016/j.ijhm.2024.103692
Putra, F. K. K., & Law, R. (2023). Critical success factors for virtual hotel operator partnership. Journal of Hospitality and Tourism Insights, 7(3), 1391–1411. https://doi.org/10.1108/jhti-06-2022-0244
Ramirez, L. A., Simuangco, C. M. L., Nollora, M. A. G., Aliser, K. B. M., Banton, R. J. N., & Cayabyab, H. J. C. (2025). Measuring service quality and customer satisfaction in accommodation services. Tourism Management Perspectives, 38, 100813.
Rodrigues, H., Brochado, A., & Troilo, M. (2021). Measuring service quality and customer satisfaction in accommodation services. Tourism Management Perspectives, 38, 100813.
Shrivastava, P., & Gautam, V. (2024). Examining patronage intentions of customers: A case of green hotels. Frontiers in Sustainable Tourism, 3. https://doi.org/10.3389/frsut.2024.1429472
Singgalen, Y. A. (2024). Analyzing hotel customer satisfaction using review dataset. Journal of Business and Economics Research, 5(3), 285–298. https://doi.org/10.47065/jbe.v5i3.6015
Sitones, M. L. A., & Meñez, M. F. (2024). Hotel attributes, guest experiences, and satisfaction among DOT-accredited Mabuhay accommodation establishments. International Journal of Research Studies in Education, 13(16). https://doi.org/10.5861/ijrse.2024.24836
Suban, S. A. (2024). Visitor’s emotional experience in predicting destination image and satisfaction. International Hospitality Review, 39(2), 355–376. https://doi.org/10.1108/ihr-05-2023-0032
Towoliu, B. I., Tangian, D., Polii, B. D., Rondonuwu, D. O., & Alelo, M. (2025). Stakeholders’ perceptions of facilities for disability tourism. International Journal of Tourism Business Research, 4(1), 63–72. https://doi.org/10.29303/intour.v4i1.1837
Tutuncu, O. (2017). Investigating accessibility factors affecting hotel satisfaction of people with physical disabilities. International Journal of Hospitality Management, 65, 29–36. https://doi.org/10.1016/j.ijhm.2017.06.002
Wąsowicz-Zaborek, E., Jaremen, D., Michalska-Dudek, I., & Lubowiecki-Vikuk, A. (2024). Research directions and methodology for measuring the quality of hotel services: Bibliometric analysis. International Journal of Contemporary Management, 60(1).
Wilson, O. (2025). Enhancing operational efficiency and guest satisfaction in hotel management. OTS Canadian Journal, 4(5), 72. https://doi.org/10.58840/ae2m7f34
Ying, S. (2024). Guests’ Aesthetic experience with lifestyle hotels: An application of LDA topic modelling analysis. Heliyon, 10(16), e35894. https://doi.org/10.1016/j.heliyon.2024.e35894
Zhang, F., Seshadri, K., Pattupogula, V. P. D., Badrinath, C., & Liu, S. (2023). Visitors’ satisfaction towards indoor environmental quality in Australian hotels. Building and Environment, 244, 110819. https://doi.org/10.1016/j.buildenv.2023.110819
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
How to Cite
