Marking sheet Student ID G 1129270 X Student

Marking sheet Student ID: G 1129270 X Student Name: VALERIA GLADUSHEVSKAYA Module Name: TRAVEL, TOURISM AND HOSPITALITY INFORMATION Module Code: FTH 103 Centre College: MDIS Due Date: 27 MARCH 2013 Hand in Date: 27 MARCH Assignment Title: ATTRACTIONS AND FACILITIES OF SENTOSA WORLD RESORT Learning Outcomes Assessed Feedback relating learning outcomes and assessment criteria given to students: Areas for Commendation Areas for Improvement General Comments Assessors Signature Overall Mark: Subject to ratification by the assessment board Moderators Signature: Students Signature: You must sign this declaring that it is all your own work and all sources of information have been referenced:

FTH 103 INTERNATIONAL TOURISM & HOSPITALITY MANAGEMENT TOURISM, TRAVEL AND HOSPITALITY INFORMATION PROJECT Bc (Hons) in International tourism and hospitality Management University of Sunderland Assignment 3 Case study. An Investigation Valeria Gladushevskaya FIN G 1129270 X Date of submission 3 -April-2013

Table of content Introduction The chosen case study Methodology Case study Discussion Conclusion References Appendix

Introduction The Sentosa Resort World plays a big role in a whole tourism, travel and hospitality industry of Singapore. Millions of people come to Singapore to visit this place and to get new impression. But however this resort is not so cheap, anyways it has a power of attractions and facilities which are comply with desires of visitors. Because this place is very profitable, government invests a lot of money for improving system of service and equipments as well as design. The Sentosa offer travelers not only rich and pleasant accommodation, but also bitches and a lot of amusements. Furthermore, there a lot of different directions for entertain different ages. There are theme park Universal Studio, shopping points, restaurants, kids club, shows and events and even gaming. TOC Next slide

The Chosen case study The chosen case study is Sentosa Island. So, my objectives are to find out how is the system of facilities and attractions works for satisfaction of customer’s needs and also what can be proved for the better results of hospitality industry. My main idea is to ask people their opinion about organization of whole structure of the resort and to investigate what people mostly like or dislike about this area. TOC Next slide

May be people from other countries can advice something for making the attractions and facilities better and so on new information and evaluation of Sentosa system will help to earn more money for country and moreover, attract more and more tourists. The survey form opens good points and bad points of the place and stimulate on improving level of customer satisfaction. Different type of my questions will introduce to me why people choose Sentosa Resort World, how they judge the prices on all of attractions and how their desires were satisfied well or not. Lastly, this work also introduces question about qualified services of stuff and the level of transportation which is provide for easily accessibility of tourists. TOC Next slide

Methology Searching of information was done within the special tourist sites and reviews of customers, where people briefly explain their impression after visiting each of attractions at Sentosa World Resort. Moreover they share their views and opinions about what they visited and tourist which have never been to Sentosa ask question from customers with experience. Questions of survey form were based on research from customer satisfaction from attractions and facilities. TOC Next slide

Case study Is the charge for Sentosa Express cheap enough? ($3. 50 admission fee. ) 0% Can be less 33% Yes, it’s affordable price 60% Too expensive 7% TOC This pie chart shows that the majority of people are satisfied by the Sentosa Express facility. But people asked for more seats inside of the train. Next slide

Are the operating hours good. Yes, everything planed is very enough? convenient. 4% 38% 58% No, because of the one show you can skip anothers More than a half amount of people voted that operating hours are good enough. But still there is a number of people who have some dislikes about planning time for different attractions. TOC Next slide

Does Sentosa Island have convenient location? 0% No it takes a lot of time to reach 31% Yes, it’s very accessible 69% There is one special comment in suggestions: “No access to taxi after 1 am, especially from Siloso beach, even booking does not help”. People satisfied by transport at daily time, but at night there is no big chance to find a taxi. TOC Next slide

How many attractions do you know at this place? 0% 2% 36% 62% Less than 10 More than 15 About 30 Some of the attractions still need to have more advertisements for improving popularity. Especially, such places as Volcano land Port of Lost Wonder. TOC Next slide

The transportation within territory of Sentosa by special free buses is fast and often? strongly disagree neutral agree strongly agree perсentage strongly 0% agree 11% 10%agree 20% neutral 30% 49% 31% 40% disagree 7% strongly 50% 60% disagree 2% The majority of visitors are pleasant to use this type of transportation. TOC Next slide

There a lot of useful and higly qualified restaurants. strongly disagree neutral agree strongly agree percentage strongly 10% 20% 0% agree 11% 65% 30% 40%disagree 50% neutral 20% 4% strongly 60% 70% disagree 0% It’s obviously, that there is no anyone who was strongly disagreeing. Tourists noted more for agree, it means that dining system is good planned enough. TOC Next slide

The prices on all attractions are affordable for everyone strongly disagree neutral agree strongly 5% 10% 15% 20% 25% 30% 35% strongly 0% agree neutral disagree percentage 9% 27% 31% 29% 4% In this case, disagree and agree votes have almost the same positions, but preferring part is for disagree and neutral. Probably, some attractions can cost less. TOC Next slide

Resort World Sentosa Casino is nicely designed, have plenty of table games and slot machines to offer. strongly disagree neutral agree strongly agree percentage strongly 0% agree 22% 10% agree 20% 30% neutral 40% disagree 51% 22% 4% strongly 50% 60% disagree 0% Undoubtedly, the quality of gambling system is organized on high level of development. TOC Next slide

The Beaches are clean totally disagree neutral agree Totally agree percentage Totally 0% agree 22% 10% agree 46% 20% 40% totally 50% neutral 30% disagree 20% 9% 4% Not half, but more than 40% noted that Beaches are clean. Also, more than 50% mentioned that beach awareness is very well done. TOC Next slide

The Beach Safety awareness is very attentive totally disagree neutral agree totally agree 0% 10% agree 20% totally agree percentage TOC 20% 54% 30% neutral 22% totally 40% 60% disagree 50% disagree 7% 2% Next slide

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Taking “YES” as a rating of 1, “NO” as a rating of 2, Mean = [(1*40)+(2*10)] / 50=(40+20)/50=60/50=1, 2 ≈1 It means, that the majority of people relates to answer “YES” and almost all of them want visit this place again. Median = 111111…. +222…=(1+1)/2=1 The median number for this question is 1, because the biggest part of answers regard to “YES”. Mode=1 Almost all of tourists want to visit this place again, because they choose first answer “YES”. Range=40 -10=30 Range 1 to 2=1 Sum of (x- x)2=[(-2)2 *40] + [0, 82 *10]=[0, 04*40]+[0, 64*10]=1, 6+6, 4=8 Variance=8/50=0, 16 Standard deviation= = √ 0, 16=0, 4 Coefficient of variation=(0, 4/1. 2)*100=33. 3 TOC Next slide

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Taking “one time” as a rating of 1, “more than one” as a rating of 2, “every weekends” as rating 3, Mean = [(1*5)+(2*44)+(3*1)] / 50=(5+88+3)/50=96/50=1, 92≈2 It means, that the majority of people relates to answer “More than one” and these quantity visited Sentosa not only onces. Median=1 1 1 2 2 2 …. 3=(2+2)/2=2 The median number for this question is 2, because the biggest part of answers regard to “More than one”. Mode=2 Almost all of tourists want to visit this place again, because they choose second answer “More than one”. Range=44 -1=43 Range 1 to 3 Sum of (x- x)2=[(-1)2*5]+[(0)2*44]+[(1)2+1]=5+0+1=6 Variance=6/50=0, 12 Standard Deviation= √ 0, 12≈0, 35 Coefficient of variation=(0, 35/2)*100=17, 5 TOC Next slide

Discussion collected, it Through further research into the secondary data helps to support the primary data and shows understanding of the relation between popularity of Sentosa attractions and numbers of visitors which grows because of high standards of facilities. Both, secondary and primary dates show, that the success of this resort is huge enough, and more visitors came to Singapore for entertain themselves, especially at Sentosa Island, which provides more than 30 different amusements for any tastes and ages. In addition to this, survey form indicated satisfied feelings of tourist from the facilities and attractions, after experience in visiting this resort. Because of the domination of positive reviews of people, sharing information about great adventure trip helps to attract more tourists from different countries all over the world. That’s why, government documents and annual reports made statics which determines millions amount of tourist that visited Sentosa (Secondary Data). TOC Next slide

Because of all that, for the past two years in Singapore, visitor arrivals and revenues earned by the Sentosa World Resort had increased significantly. It shows that high qualified attractions and facilities have a direct impact on tourism growth rate, as well as customer’s satisfaction. The objective to show the importance of the relation between people’s opinions and facilities has been achieved through collection of primary and secondary data. Majority of the respondents are satisfied by quality of the resort, and did not give any bad estimation. In addition to this, analysis also shows that the satisfactory level towards the attractions and facilities has an average rating, majority of visitors choose “agree” and that they will be recommend this place to people from overseas. This will help the destination to gain popularity and as a result, more tourists will visit it. TOC Next slide

Conclusion Tourism industry and the existence of Sentosa Island can become better with the power of having primary live data. The results which were received from foreigners, influence on whole system of resort and opens new horizons for future development. By knowing what customers want, attractions can be added or improved for meeting the expectations of tourists and aid in the growth of the tourism. TOC Next slide

Reference 1. http: //www. sentosa. com. sg/en/aboutus/sentosa-island/ 2. http: //www. tripadvisor. com/Hotelsg 294264 -Sentosa_Island-Hotels. html 3. http: //www. tripadvisor. com/Hotelsg 294264 -Sentosa_Island-Hotels. html 4. http: //www. sentosa. gov. sg/sentosa. AR 11_12 /index. php 5. https: //app. stb. gov. sg/asp/index. asp TOC