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.

By: Contributor(s): Material type: TextPublication details: Parañaque City: Olivarez College, 2025.Subject(s): DDC classification:
  • T 338.4791 2025 0035
Dissertation note: Undergraduate thesis. Summary: 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.
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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.

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