basis for enhanced customer experience Luis, Mikaella Rose M. creator Lampano, Patricia C. Del Rio, Jhoana May D. text xxu Parañaque City Olivarez College 2025 monographic eng

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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. Mikaella Rose M. Luis, Patricia C. Lampano, & Jhoana May D. Del Rio. Undergraduate thesis. Service quality Passenger perception SERVQUAL Airport NAIA terminal 1 Customer satisfaction T 338.4791 2025 0035 OCLRC 260317 20260731013045.0 16803