Quality Service of La Pensar Private Resort and Events Place in Imus City, Cavite

This study evaluated the service quality of La Pensar Private Resort and Events Place in Imus City, Cavite using the SERVQUAL model by Parasuraman, Zeithaml, and Berry. It assessed the relationship between respondents’ ratings across the five SERVQUAL dimensions: reliability, responsiveness, assurance, empathy, and tangibility. A quantitative descriptive design was used with purposive sampling of 100 respondents, and Spearman’s rank-order correlation examined relationships among the variables. Findings showed that all five dimensions were rated High, indicating positive perceptions of the resort’s service delivery. Strong and significant correlations among the dimensions suggested that improvement in one area can enhance others. Tangibility, particularly the upkeep, ambience, and cleanliness of amenities, emerged as a major asset, while empathy, assurance, reliability, and responsiveness contributed to guest satisfaction and trust. The study adds to literature on small Philippine private resorts and offers managerial insights for improving boutique resort service quality.