Passenger's satisfaction on the quality of service of Tuguegarao city domestic airport: A mixed -method assessment [manuscript] / Gilbert John S. Dancil, Edlee Jean C. Montemayor, Jed Angelo Allam Namuco, Ellen Mae P. Obligado.
by Dancil, Gilbert John Sabal., author.
Physical details: 69 pages ; 30 cm. Year: 2025| Item type | Location | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|
Academic Research
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Academic Research Section | Civil 0168 2025 c.1 (Browse shelf) | Available | CIVIL0168 |
Thesis (B.S.) -- Cagayan State University, 2025.
This study analyzed the satisfaction of passengers on service quality at Tuguegarao City Domestic Airport using a mixed methods approach. This method combined quantitative information, which included data collected from structured surveys, and qualitative information obtained from observations pertaining to car park monitoring over three specific days. The inquiry analyzed vital components of service such as the check-in processes, cleanliness, the level of agency service, passenger services, and the parking facilities. 150 passengers responded to the survey. The findings showed that passengers were satisfied with the provision of basic amenities at the airport which included check-in services, security checks, janitorial services, and customer relations. This eased the concerns of the stakeholders on the current condition of the airport services. Satisfaction was however neither positive nor negative for non-aeronautical services such as Wi-Fi, food offered, and restroom facilities. With regard to parking, there was positive feedback concerning the signposting and the ease of access. However, the parking data suggested that the car park was underused by motorists as scooters were in the majority. The peak demand for parking occurred between 7:00 and 9:00 which suggested the need for more aggressive management strategies.
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