01822nam a22002657a 4500 16803 OCLRC 20260731013045.0 260317t xxu||||| |||| 00| 0 eng d OCLRC T 338.4791 2025 0035 Luis, Mikaella Rose M. An assessment on the quality of NAIA Terminal 1: basis for enhanced customer experience/ Mikaella Rose M. Luis, Patricia C. Lampano, & Jhoana May D. Del Rio. Parañaque City: Olivarez College, 2025. Undergraduate thesis. This study examined passenger perceptions of service quality at Ninoy Aquino International Airport (NAIA) Terminal 1 in the Philippines. Using a descriptive research design, data were collected from 200 passengers through a structured questionnaire grounded in the SERVQUAL model. The results revealed that passengers perceived service quality positively, with areas like reliability requiring improvement.Notably, all five service quality dimensions showed significant positive correlations with overall passenger satisfaction, emphasizing their collective influence on the travel experience. However, The study found no significant differences in perceptions based on passengers{92} travel purposes or frequency. These findings underscore the need for a comprehensive and consistent approach to enhancing service quality at NAIA Terminal 1, highlighting the urgency and importance of addressing service quality issues to elevate passenger satisfaction further. Service quality. Passenger perception. SERVQUAL. Airport NAIA terminal 1. Customer satisfaction. Lampano, Patricia C. Del Rio, Jhoana May D. THES T 338.4791 2025 0035 16803 16803 0 0 0 0 LRC GR 2026-07-31 0 T 338.4791 2025 0035 2026-07-31 01:30:45 2026-07-31 THES