000			03638nam a22003137a 4500
001			16969
003			OCLRC
005			20260731013050.0
008			260623t xxu||||| |||| 00| 0 eng d
040			_aOCLRC
082			_aT 338.4791 2025 0040
100			_aCruz, Cyril Jan L.
245			_aEvaluating tourist satisfaction on ube shuttle bus services at NAIA terminals: _ba comprehensive study of service quality and experience/ _cCyril Jan L. Cruz, Angelene E. Camposano, Sopea D. Bonifacio, & Elajah Nadine C. Naag.
260			_aParañaque City: _bOlivarez College, _c2025.
502			_aUndergraduate thesis.
520			_aThis study evaluates local tourists{92} satisfaction with the UBE ( Ultimate Bus Experience) shuttle bus service that connects the Paranaque Integrated Terminal Exchange (PITX) and the Ninoy Aquino International Airport (NAIA) terminals in Metro Manila. The research responds to the practical need to assess how well an airport-focused public transport service delivers on essential quality attributes that shape travelers{92} first and last impression of a destination. Guided by the SERVQUAL framework-tangibility, responsive, reliability, empathy, and assurance- the study employs a mixed-method design that integrates a descriptive quantitative survey with qualitative integrates a descriptive quantitative survey with qualitative insight from open-ended items and brief interview conducted at the point of service. A total of 278 local tourists participated via convenience sampling reflecting a primarily young traveler profile. The instrument underwent expert validation and pilot testing; internal consistency was deemed acceptable for academic purposes ( Cronbach{92}s a> .50). Shapiro- Wilk test indicated non-normal distributions (p<.001), so no significant differences in perceived service quality by age across the five dimensions. However, assurance differed significantly by sex-female passengers registered higher mean ranks- and educational attainment was related to tangibility and responsiveness, with lower mean ranks among college and graduate groups compared with elementary and secondary groups. Weighted means showed high satisfaction for tangibility (approximately 3.54- 3.62 on a 4 -point scale), indicating confidence in the physical cues of service quality such as cleanliness, vehicle condition, and the legibility of information. Qualitative themes highlighted accessibility, affordability, clear travel instruction, and comfort as perceived strengths; while areas for improvement included safety communication, sufficiency of staff-provided information, and real-time notification of schedule changes(e.g, at PITX). Taken together, results suggest that the UBE shuttle provides a consistently positive experience for local tourists but would benefit from systematic enhancement in proactive communication , reliability signaling, and inclusive wayfinding. The study offers actionable recommendations for the operator and airport stakeholders and demonstrates the value of combining SERVQUAL metrics with qualitative evidence to steer continuous improvement in airport ground transportation services.
650			_atourist satisfaction
650			_aUBE shuttle bus service
650			_aNAIA terminals
650			_aPITX (Paranaque Integrated Terminal Exchange)
650			_aservice quality
650			_apassenger experience
650			_aSERVQUAL framework
650			_alocal tourists
700			_aCamposano, Angelene E.
700			_aBonifacio, Sopea D.
700			_aNaag, Elajah Nadine C.
942			_cTHES _jT 338.4791 2025 0040
999			_c16969 _d16969