Abstract: This study is concerned with the assessment of the level of satisfaction of tourist travelers with the service quality at the Ninoy Aquino International Airport(NAIA) Terminal-3 in Manila, Philippines, using the five dimensions of SERVQUAL, namely, tangibility, reliability, responsiveness, assurance and empathy as well as identifying the areas of the airport terminal that need to be improved. The descriptive method was used in the study and the survey questionnaire was distributed to 200 tourist travelers going through NAIA Terminal-3. The results showed that in terms of tangibility, assurance and empathy NAIA Terminal-3 got a very satisfactory feedback from travelers but for reliability and responsiveness the travelers were only moderately satisfied with the Terminal’s services. Also, the waiting area got the highest ranking among the terminal’s areas that need improvement followed by the facilities, departure area, arrival area, check-in counter, parking, and security. The study concluded that while NAIA Terminal-3 provides good quality services based on the overall assessment of travelers’ satisfaction, it recommended that the management of NAIA Terminal-3 should focus on the future improvement of the terminal by adding another set of rooms and/or chairs in the waiting area, additional space/ rooms for travelers using the terminal, especially during peak season, to avoid overcrowding inside the terminal as well as more modernized facilities and technologies , more security guards and closed- circuit television cameras (CCTV) in order that airline passengers and tourist travelers could be provided with a strong feeling of safety and security inside the airport..
Keywords: Service Quality Level of Satisfaction, SERVQUAL, International Airport Terminal, NAIA Terminal- 3, Ninoy Aquino International Airport, SERVQUAL Five Dimensions.
Title: Assessing the Service Quality of an International Airport Terminal as Perceived by Touristtravelers: The Caseof NAIA Terminal-3 in Manila, Philippines
Author: Ivan Bartolata, Lynnel M. Basmayor, Moriah Geneva V. De Guia, Jee Young H. Hwang, Francise A. Imatong, Jennevieve C. Loyola
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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