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CHAPTER 1
The Problem and Its Background
Introduction
This research is entitled as Passengers perception on the facilities and services
of NAIA Terminal 1. This research mainly talks about improving the facilities and
services of NAIA terminal 1 for a comfortable, satisfying and convenient experience of
the passengers.
In 2011 to 2013, NAIA International airport was reported to be the Worst airport
in the world and in 2014 NAIA International airport was ranked the fourth worst airport
in the world according to The Guide in Sleeping to Airports reported by Aries Joseph
Hegina (Philippine Inquirer, 2015) . In 2014, because of the negative reports about Ninoy
Aquino International Airport it was then decided to renovate.
Ninoy Aquino International Airport is currently on its renovation. According to
Rey Gamboa, NAIA terminal 1 is getting better as portions of interiors are renovated,
services like immigration booths have became manageable and air-conditioners have
improved as it is already not as hot as sauna as what A guide on Sleeping on Airports
had reported when NAIA terminal 1 landed the worst honors three years ago. Also, the
road connecting NAIA terminal 1 to 3 is being renovated at this time so it adds to causes

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the of traffic hassle in EDSA and C-5. Our government quite work slow about this
situation as it has been almost 4 years in a row that Ninoy Aquino International Airport
has always been part of the list. The renovation is mainly because of what the passengers
see and their concerns and complains about the airport. A lot of problems in the airport
are not yet resolved although the government is now having an action. (The Philippine
Star, 2014)
It is essential to have a research about Ninoy Aquino International airport because
we are aiming of the improvement of the airport. Also, theres a lot of reports and
feedbacks about NAIA that doesnt talk about the infrastructure itself but the way the
system goes. People need to recognize that the airport is playing a role in protecting our
national brand. The passengers experience at the airport should be aligned with our
international reputation as giving warm hospitality. The airport, we felt, could also be a
venue

for

projecting

our

culture

visibly

and

through

the

service

which

passengers experience.
In able to achieve the goals of the research, we are able to interact with the
passengers in the airport to know their opinion, impression and concerns about Ninoy
Aquino International Airport to have an analization and to conduct conclusions to
improving the airport.

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Background of the Study


The Ninoy Aquino International Airport (NAIA) is the primary airport serving
the Metro Manila Area and the main international gateway of the Philippines. Ninoy
Aquino International Airport (NAIA), particularly Terminal 1, now ranks No. 1 among
the Worst Airports in the World, said The Guide to Sleeping in Airports, an
interactive website that gathers reports from various reviewers.
The air terminal was built for 6 million annual passengers following expansion in
the 1990s. It has, however, exceeded its capacity, hosting 8 million travelers in 2012. The
MIAA said it had been making efforts to refurbish the old terminal even before 2011, the
first time Naia was rated the worst airport. In particular, repairs include fixingand, at
times, completely replacingtoilet facilities and implementing improvements in
passenger areas.
NAIA received 27,119,899 passengers, which is 64.5% of the national total of 42,
033,508(Philippine Airports, 2011). However, according to studies, NAIA has almost
reached its capacity limit, leaving no room for expansion. The Greater Capital Region
Airport Rationalization Study was commissioned by the Department of Transportation
and Communications, particularly to address the current challenges that NAIA faces.

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The ranking of Manilas international airport was based on reviews of travelers


who complained, among other things, of safety concerns, lack of comfortable seating,
rude staff, hostile security, poor facilities, no (or few) services to pass the time, bribery,
being kicked out and general hassles of being in the airport. Among the problems cited
by the reviewers who managed to survive the airport were theft, bribery and the absence
of toilet seats and running water in the bathrooms. (Philippine Daily Inquirer, 2011)
Setting of the Study
The city of Pasay is bounded on the north by Manila, on the east by Makati, on
the south by Paraaque, and on the west by Manila bay. The city is noted for its factories
and other business and commercial establishment which produce wines, furnitures,
varnishes, paints, toys, cosmetics, knitted wears and textiles. Many of the inhabitants are
small traders and business. Pasay was claimed to have been named after a princess who
named the present site of the city, It was also said that Pasay was derived from the
Spanish phrase Paso hay meaning there is a pass because the area used to have clear
path amidst thick cogon grasses. The city is the site of the Manila International Airport
and the Philippines Air Force complex at Nicholas Air Base at Nicols Field, the two
Spanish pilots, Gallarza and Longa, landed after opening a new airbase route from
Madrid to Manila on May 13, 1926. Today Pasay City is one of the progressive chartered
cities in the country. It has an independent Red Cross unit: a beautiful public library; over

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twenty educational institutional; forty civic, religious professional and business


organizations; and a number of commercial and rural banks, hospitals, theaters and
churches. (History of the City of Pasay, 2010)

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Figure 1
Philippine Map Showing the Exact
Location of Manila

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Figure 2
Map of Pasay City Showing the
Exact Location of the Study

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Theoretical/Conceptual Framework
People travel for different reasons and many of them see the arrival as hassle and
very tiring. One thing to relieve the weariness is to welcome passengers to a comfortable,
satisfying and convenient airport. Theory to this is to have a well facilities and services to
comply effectively to the needs of the passengers. In this research we aim to have
readings about further developments and improvements of the government to NAIA
terminal 1. In the process of the research, the researchers will conduct an interviews and
surveys to the passengers and people around and inside NAIA terminal 1. The interviews
and surveys aim to know the impression and concerns of the passengers on facilities and
services in the airport. The view of output will be the researches will end up to having a
knowledge on what is really have to be improve and change in Ninoy Aquino
International Airport. The researchers will end up to knowing the cause and effects and
possible solutions to the perception of the passengers on facilities and services of NAIA
terminal 1.

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Input
Profile of the
respondents:
1.1 Age
1.2 Sex
1.3 Nationality

Output

Process
Conduct a survey
questionnaire and set
an interview

Recommendation
based on the
perception of
passenger.

Figure 3
Research Paradigm Using the Systems Model

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Statement of the problem


The main thrust of the study is to know what improvements are to conduct on
NAIA terminal 1.
Specifically, this study sought to answer the following questions:
1. What are the passengers profiles in NAIA terminal 1?
1.1 Sex
1.2 Age
1.3 Nationality
2. What are the perceptions on the following facilities?
2.1 Reception Area
2.2 Concessionaires
2.3 Boarding Pass
2.4 Security and information
3. How do the passengers perceive the services o f NAIA Terminal 1?
3.1 Service
4. How can the facilities and services of NAIA terminal 1 be improved?

Assumption of the study


This study was anchored to the assumption that the respondents were accurate and
objective in expressing their perception on the facilities and services of NAIA terminal 1.
Hypothesis

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11

This study tested the null hypothesis that there is no significant difference on
having Ninoy Aquino International Airport as the National carrier of the Philippines to
having the most cozy airport in the country. Despite of having this title, Ninoy Aquino
International Airport fail to give the standard of a good airport to its passengers. The
researchers aim to issue the needed improvement to the facilities and ways of changing
the wrong system of services.
Significance of the study
The study aimed to know the connection between the needs and expectation of the
passengers on the facilities and services of NAIA terminal 1 and the development and
improvement in renovating NAIA terminal 1.
1. To Tourists
The research aim to give possible solutions and recommendations to improve
facilities and services for the comfortability, convenience and satisfaction of the
passengers of NAIA terminal 1.
2. To Management
The study will aid NAIAs title as the Worlds worst airport and this research
will help to aim the upraise of the Filipinos pride in providing well and satisfying
service.
3. To Agencies
The study will help them to have an tranquillity on the safetiness and
effectiveness of the employees in NAIA terminal 1.

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12

Scope and Delimitation of the Study


This investigation was conducted to determine the status of perception of the
Passengers of NAIA Terminal 1 as perceived by the passengers of the airport during the
year of 2010-2015. The aspects looked into were the qualifications of NAIA Terminal 1,
their methods and strategies, facilities forms of supervisory assistance, problems and
purposed solutions to problems. The research delimited its study to having conclusions
on how will the facilities and services be improved.
The Scope of our research identifies the impression of the passengers to facilities
and services of NAIA terminal 1, possible improvements to facilities and services and the
issues to which the research is focused. On the other hand, the delimitations are those
characteristics that arise from limitations in the scope of the study and by the conscious
exclusionary and inclusionary decisions made during the development of the study plan.
Definition of Terms
According. Agreeing, harmonious (Webster,2015)
Aim. The object intended to be attained and to direct toward a specified object or goal.
(Ostrowski, 2013)

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Airport. A tract of land or water that is adapted and maintained for the landing and
takeoff of aircraft and at which facilities for their shelter, supply, and repair are provided.
(Jean, 2010)
Assumption. The act of taking to or upon oneself an attribute, form, duty, or office.
(Levitt, 2013)
Carrier.

A individual, partnership, corporation, or any organization engaged in

transporting passengers or goods for hire by land, water, or air. (Rernon, 2011)
Demography. the statistical study of the characteristics of human populations esp. with
reference of size and density, growth, distribution, migration, and vital statistics and the
effect of all these on social and economy conditions. (Acosta, 2010)
Essential. Something basic or fundamental. (Webster, 2015)
Facility. Something that is built, constructed or installed. (Arcilla, 2012)
Improvement. An addition or change to make something better or more valuable.
(Bautista, 2012)
Instance.

To an example of particular type of action or situation or an occasion of

something happening. (Arcilla, 2012)

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Limitation.

14

The quality or state of being limited by our inescapable human.

(Levitt,2013)
Passenger. A traveler in a public conveyance. (Acosta, 2012)
Perception . A awareness of the elements of environment through physical sensation.
(Young, 2010)
Service. To provide information or other assistance. (Bautista, 2013)

CHAPTER II
Related Review Literature and Studies
Foreign Literature
According to Ken Drummond book entitled How to Achieve Customer
Service Excellence (2010). Customer perceptions are the basis of customer service.
These perceptions develop expectations of the quality of service he or she will receive.
There are many tangible or intangible things that affect these perceptions. These called

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Points of Influence and recommend that aspects of them be monitored on a regular basis
to ensure that customer service standards are being maintained. The aim of this manual is
to offer new ideas as well as provide an opportunity to rethink customer service from a
different viewpoint, and to assist businesses to improve their performance and gain a
greater hold in the market place through customer service excellence.
According to Peter Rernon book entitled Delivering Satisfaction and Services
Quality (2011). They found that by paying attention to service quality and customer
satisfaction. Staff maybe able to sway a bad mood that the customer brings to a service
encounter, thereby producing a positive service experience. The authors issue an
important event:
Service managers may wish to avoid the inclination to elevate customers performance
mood because if maybe difficult to produce a service performance that is consistent with
the customer state.
According to Gronroons entitled The Basics are the Basis of Customer Service
by Renee Evenson (2010). Obviously, service quality is an intricate phenomenon. For
him Service quality , as perceived by customers can be defined as the extent of
discrepancy between customers expectation or desires and their perceptions. Reasoning
from their motion, researchers claims that key factors that affects customers expectations

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as word-of-mouth communications, personal needs, past experiences and external


communication such as advertising and various promotions.
According to Gurhan-Canli entitled The Business of Tourism Concept and
Strategies by Niguel Morgan and Annette Pritchard (2013). The need to attract tourist ,
factories, companies, and talented people and to find markets for their exports requires
that countries adopt strategies marketing management tools and conscious branding.
Place Branding my provide an opportunity to reconcile the supposed conflict between
ideology and economic pragmatism , especially for image-troubled places.
According to Joel D. Levitt entitled Facilities Management by A.K. Bhathia
(2013). Managing maintenance for buildings and facilities management with particular
emphasis on the role of maintenance departments in helping facilities managers achieves
their goals broadly-based discipline that calls into play architectural construction,
engineering, and management skills, particularly for running and maintaining
commercial, institutional academic, and industrial buildings.
According to Seth B. Young entitled Managing the built environment in
Hospitality and Facilities by Thomas Jones (2010). Described the complex system of
civil airports is made up of individuals airport facilities of varying sizes, serving various
purposes, all organized into plans of regional, national, and international levels. A large
number of professional and industry organizations play a large part in influencing the

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policies by when airport management must operate their facilities. By understanding


where an airport managers airport falls within the civil aviation system, what rules must
be followed and what source of support and assistance exist. The task of efficiently
managing the complex system that is an airport becomes highly facilitated.
According to Ostrowski entitled Customer Career Excellence: How to Create
an Effective Customer Focus 5th Edition by Sarah Cook (2013). The growing importance
of training and development in customer service is when customer service training was in
the infancy in the United Kingdom, the focus tended to be on catch all training for front
line staff which took place in an almost evangelical style. A recent Industrial Society
survey found that today firms are putting more emphasis on training and development as
they focus more on the customer and encourage employees to become empowered. The
report showed that leadership, quality and teamwork, quality and customer care were
seen as the top three priorities for staff training.
Local literature
According to Carmencita Acosta entitled Travel, immigration regulations guide
Philippines published by JFC Publishing House, Inc (2013). The first thing you will see
upon landing is the Manila International Airport or as renamed again today as Ninoy
Aquino International Airport. As stated as the philippine national carrier the expectancy
of the people particularly the passengers are quite high. It is important to have well

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facilitated and standardized services to meet the expectancy and needs of the guests. The
journalist said that NAIA needs improvement most especially on the old wall, ceilings
and un-modern way of operations.
According to Romeo C. Cruz entitled Current issues affecting airlines in the
Philippines published by Adriana Printing Co,. Inc. (2010). Any irregularity upsetting
passengers itinerary, whether caused by flight cancellation, delay, over or under carriage,
misconnection and booking irregularities, whether or not caused by factors controllable
by the carriers will, generally, result in inconvenience to the passengers.
According to Roxas book entitled The Impact of the Emergence of Low-Cost
Carriers and Budget Flights published by Light Quest Publication, Inc (2012). The
relative Increase in usage of the runways due to the emergencies of low-cost carriers
results to the congestion of airlines and conflicts in the take offs and landings, which then
lead to delays, and cancellations of flight.
According to Carmelo Arcilla book entitled Fundamentals of Flying established by
JTW Corporation (2012). stated that some of these low-cost carriers offer promotional
airlines fares that sometimes dissatisfies and disappoint the passengers.
According to Romeo D. Lim, DBA, entitled Travel and tours essentials, grand
water publications published by Myers Publishing and Printing (2011). Be alert and

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cheerful at all hours and deals with customers and suppliers who may at that be anything
but cheerful themselves.
According to Cristina M. Bautista ET.AL book entitled Economics and Society
published by Miranda BMM Publications (2013). People develop unreasonable
expectation of themselves in a certain thing because of mainly the negative impressions.
In an industry where many companies are competing, having many negative impressions
should immediately take an action because if it is left behind the problem might worsen
and lead to a major one renovations is one of the minor problems and must be regulates
after years and if not, it may affect other aspect.
According to Erlinda Rodriquez book entitled Fundamentals of management
published by JO-ES Publishing House Inc (2013). Competitions are now uprising
because of the different company establishments but in the same industry. Improvement
is much necessary to attain the goal of attracting customer/ guest.
Foreign Studies
Philip Y. L Wong (2013) Facility Management Benchmarking: An Application of
data development analysis, World Scientific Publishing Co. & Operational research
Society of Singapore, academic journal, Department of Management. Facility
management (FM) is defined as ... a profession that encompasses multiple disciplines to
ensure functionality of the built environment by integrating people, place, process and

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technology, (IFMA, 2013). FM professions aim to provide building occupants with a


pleasant and productive environment, under which commercial occupants can concentrate
their resources on their core business and residential occupants can enjoy their living
space. To achieve this objective, facility managers are required to adopt a world view of
an organizations activities, not simply those related to the built environment, but also
other disciplines, e.g., business administration, architecture and behavioral and
engineering sciences. The paper proposes Data Envelopment Analysis (DEA) as a
suitable data analysis tool to overcome facility management (FM) benchmarking
difficulties: FM performance benchmarking analysis is often unsophisticated, relying
heavily on simple statistical representation, linking hard cost data with soft customer
satisfaction data is often problematic.
Maila Elina Surano (2012) Impacts of poor quality of information in the facility
management field, academic journal, Dept. of Industrial Engineering and Management
University of Ouli, Oulu. Finland. The quality of information and its impact on the
facility management (FM) service processes from a lean management perspective. Waste
has a key role in lean management when improving productivity. Unfortunately, the
potential of waste elimination has not been utilized in FM. Poorly managed information
has already been recognized as a source of waste. Poorly managed information has
already been recognised as a source of waste. Practical implications By utilising waste
elimination and re-engineering value creation processes, FM organisations could improve

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the quality of information and increase their overall efficiency. Originality/value this
paper provides deeper insight on the impacts that poor quality of information generates.
`

Kanagaluni Sai Kumar (2012) Expectation and Perception of Passengers on

Service Quality with Reference to Public transport Undertaking, academic journal,


Narayan Engineering College. The various dimensions that are considered include
assurance, empathy, reliability, responsiveness, tangibles and comfort. The study reveals
that there is highest gap in comfort dimension and lowest gap in responsiveness and
empathy dimensions. the transport industry under economic pressure triggered by
the global financial crisis, it will become more critical for transportation to offer a
service quality package that passengers prefer, where
typically

the

expectations

are

higher. This will be particularly important in the light of the current

market turmoil as transportation balance cutting costs against providing services that
passengers will value so doing, help to improve profits.
Local Studies
According to Camile Benitez, ET.AL (2014) Impacts of Social Media in Tourist
decision making process, unpublished thesis, University of the East. Services in
promotion on social media have a big impact on the perception of the tourist in a certain
area or place. Todays generation is very modern, a company should improve their

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facilities and services in order to satisfy tourist or guest wants and needs. In order to
improve ones industry they have to expand their services and modernize their facilities.
According to Amparo Enrique III, ET.AL (2011) Operation and Management
performance as perceived by members of selected multipurpose cooperatives in Sta.
Maria, Bulacan, unpublished thesis, University of the East. There must be a reason for
organizing. If the people needs a cooperatives for the solution of their problem, then it
will be less difficult to organize. A need arises if existing business organizations in the
community are inefficient and abusive. Condition such as high interest rates, poor quality
of goods and services, high prices, financial, production and marketing problems
encourage the organization of cooperatives.
According to John Emmanuel Logatoc, ET.AL (2012) An assessment on facilities
and rides of Star City, University of the East. A basis for additional security and safety
procedures, having a perception of safetiness in a destination is one of the main reason to
enjoy the place. Investing money on safetiness and renovations should not be set aside.
The researcher sited that it will ensure continuous improvement on its important asset by
giving the best services they can offer to the customer.
According to Estampador ET.AL (2012) The general effects of programs on TV,
University of the East. Different advertisement ad TV programs help to promote the
following places. This sighting is moreover to build the impression and expectation of the

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viewers. This might affect the interest of the viewer to visit the place. Of course, it is a
big disappointment to have a service and environment that you thought in an instance to
be opposite of what you think. The researcher said that it is important to have an exact
facilities and services as on what the company indicated on their capabilities.
According to Ronulfo Uman (2012) Tours of Facilities, University of the East.
Facilities is one of the major factor why tourists are encouraged to visit such destination.
Having a good facility is not just satisfying the guest but also lifting the pride of the
company by having good feedbacks and dissemination of good experiences of the guests.
According to Janine G. Eugenio (2010) Economics crisis: The coping strategies of
the people in slum areas in Quezon city, University of the East. The ability of one society
or industry to be better is not measured on the title its receiving but by the people and
members who are willing to embrace the betterment. Ones achievement will not be held
if several of the people are only cooperating meaning to attain change people should not
just let the responsibilities to the one that is higher but also help the one who lead.
According to Dr. Jose Bienvenido Biona, PhD (2012) Center for Engineering and
Sustainable Development Research, Dissertation, De La Salle University. It is important
to innovate and at the same time sustain the good developments in the campus. Ones
industry is being known whenever they innovate while it is being respected and popular
by sustaining the good feature of the industry

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CHAPTER III
Method and Procedure

This chapter presents the method and procedure in conducting the study. It
includes the method used, description of the respondents, sampling technique, validation
of instrument and the statistical tools applied in the analysis of data
Method of Research

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The main purpose of the study is t know the passengers perception on the
facilities and services of NAIA Terminal 1. In order to gather the data, the researcher used
descriptive research method.
Descriptive is used to describe characteristics of a population or phenomenon
being studied.
The study made use of descriptive type of research because the researcher can
productively yield the resources and information needed to learn the profile of the
respondents, to know the evaluation of the passengers on the facilities and services of
NAIA Terminal 1 and to know possible ways to improve the airport.
The researcher examined and determined all the information gathered and
presented them in a simple way to make a layman reader understand the peoples
perspective on the problem.
Respondents of the Study
The respondents of this study are mainly the passengers, people on waiting area
and the people who had been to NAIA Terminal 1.
Sampling Technique
The researchers of this study employed the volunteer sampling.
Data Gathering Techniques

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The researcher used the questionnaire and interview guide to gather data and
information to find out the operational effectiveness of selected casual fine dining
establishments.
Documentary analysis was used as an additional technique to gather information.
Published and unpublished dissertations, circulars, books, handbooks, periodicals and
research journals were perused to gain intensive background of casual fine dining
operations.
Instruments Used
In order for the researcher to obtain necessary information and to justify the scope
of the present study, certain research instruments were used.
Questionnaire.
The survey questionnaire basically serves as the main tool in gathering the data. It
is a list of planned and written questions related to a particular topic, with space provided
to indicate the response to each questions intended for submission to a number of persons
for reply, so that the answers could be used as answer to the problem or solution to the
study.
The researchers conduct survey among 100 respondents.
To make the responses easily understood by the respondents and to ensure simplicity, the
Five-point Likert scale was used. The interpretations of the data gathered from the
respondents were made with the aid of scales and descriptions.

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Points

Interval Range

Verbal Interpretation

3.50-4.00

Very Satisfying

2.50-3.49

Satisfying

1.50-2.49

Performance

1.00-1.49

Poor performance

27

Interview. It is the process of obtaining information through conversation and discussion.


An interview is considered as an expert or knowledgeable source of the subject matter in
consideration.
Validation of the Instrument
Validation of Questionnaire. The draft of the questionnaire was presented to the
adviser. After getting the feedbacks, the researchers incorporated the suggestions and
recommendations to improve the instrument. The approved questionnaire was pretested
to 15 respondents. The people who validated the questionnaire were not included in the
final group of respondents. The dry run was done to fine out if there were items in the
questionnaire which were not understood.
To obtain relevant information necessary for the study, the researchers went to
gather information about NAIA terminal 1 by reading literatures about the airport.
To avoid confusion, the researchers also gave instructions to the respondents
regarding the study and on filling up of the questionnaires. The questionnaires were

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immediately retrieved from the respondents. The data were tabulated and analyzed to
come up with a reliable interpretation.
Statistical Treatment of Data
In order to determine the validity and reliability of the researchers instruments and
to give meaning and interpretation to the data that had been gathered, tallied, and
tabulated, the researchers made use again of certain statistical formulas appropriate to the
research problem.
1. Frequency and Percentage It is showed and compared the frequency of the
respondents response as compared with the response of other respondents.
2. Weighted Arithmetic Mean is used in obtaining the average, since the variables are
abstract that cannot be counted individually such, as the intensity of feeling, emotion or
attitude which the researcher used in the five (4) point key rating scale. The variable is
divided into categories of descending degree of quality and each degree of quality is
given a weight. The range is a measure of the variability. It is also used to aid description
of the five (4) -point key rating scales.
3. Standard Deviation is a measure that is used to quantify the amount of variation or
dispersion of a set of data values.

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Chapter IV
Data Analysis and Interpretation

This chapter includes the presentation, analysis and interpretation of the data
gathered using survey questionnaires. It reveals the responses of the subjects in terms of
their answers to the specific questions that the researchers posted in the statement of the
problem.

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Table 1
Profile of the respondents in terms of Age.

Age

Frequency

Percentage

Ranking

15-25

6%

26-35

14

14%

36-45

55

55%

46-55

19

19%

56-65

4%

and 2

2%

66
above

1.1 Age

Table 1 shows that the majority of the respondents are aged 36-45 with the
frequency of 55 or 55% followed by 46-56 with the frequency of 19 or 19% followed by
26-35 with the frequency of 14 or 14% followed by 15-25 with the frequency of 6 or 6%
followed by 56-65 with the frequency of 4 or 4% and 66-above with the frequency of 2 or
2%.

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Majority of the respondents are aged 36-45 because most of the people
that age are into working abroad or travelling a lot. According to Riza Olchondras book
entitled OFWs mostly young but getting older, says NSCB (2010). More Filipinos
are seeking employment overseas due to age discrimination in the country, according to a
migrant workers rights advocate. the Pinoy Diaspora: Where do our OFWs come from
and where do they go? posted on the NSCB web site said that although OFWs in the 25
to 29 age group comprise about a fourth of all Filipinos leaving for work abroad, data for
the last three years show that the number of older workers is increasing slightly. OFWs in
the 30 to 34 age bracket rose from 21 percent in 2008 to 21.7 percent in 2009, and 22.88
percent in 2010. But overall, the average age of OFWs has been consistently 34.4 years,
with males tending to be older at 36 compared to the females at 34, according to the
report based on data from the Survey on Overseas Filipino Workers of the National
Statistics Office. The report indicated that 79 out of a hundred OFWS work all over Asia.
In terms of the most economically active population, or those aged 20 to 39, OFWs are
represented at 7 percent in 2008, 6.6 percent in 2009, and 6.9 percent in 2010, the NSCB
said. OFWs aged 45 and above made up 16.4 percent of OFWs in 2008, 16.2 percent in
2009, and 16.58 in 2010. 35 to 39-year-olds had a 15.1 percent share of OFW deployment
in 2008, 15.5 percent in 2009, and 15.18 percent in 2010. Female OFWs are
predominantly working as laborers and unskilled workers (domestic helpers), clerks,
service workers, as well as shop and market sales workers, the NSCB said. Those aged

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40 to 44 had an 11.8 percent share in 2008, 12 percent in 2009, and 11.39 percent in
2010.

1.2 Sex
The majority of the respondents in terms of sex are females with the
frequency of 53 or 53% followed by the males with the frequency of 47 or 47%.
The majority of the respondents are females because females are more into
working abroad and more jobs are aloted to women than the men. According to Steve
Wrighta et.al book entitled An investigation into the feasibility and potential benefits of
Filipino and Filipina overseas workers (2014). The researcher conducted a survey to
examine gender differences in patterns of labor market activity , economic behavior and
economic outcomes among labor migrants. The analysis focuses on 1,128 households
with overseas workers. The findings reveal that men and women are likely to take
different jobs and to migrate to different destinations. The analysis also reveals that many
more women were unemployed prior to migration and that the earnings of women are, on
average, lower than those of men, even after controlling for variations in occupational
distributions, country of destination, and socio demographic attributes. Contrary to
popular belief, men send more money back home than do women, even when taking into

ATR 313 TOURISM RESEARCH

33

consideration earnings differentials between the genders. The results suggest that gender
in-equal.
Table 2
Profile of the respondents in terms of Nationality.
Nationality

Frequency

Percentage

Rank

Asian

53

53%

European

22

22%

American

19

19%

African

6%

1.3 Nationality
Table 2 shows that majority of the respondents are Asian with the
frequency of 53 or 53% followed by Europeans with the frequency of 22 or 22%
followed by Americans with the frequency of 19 or 19% and Africans with a frequency of
6 or 6%.

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34

The majority of the respondents are asian because the country is situated at the
Asian nation, According to Jang Kim book entitled "Asian Nations and structure of
international interactions: telecommunication, Trade, Air Passengers, Air Mail, Air
Freight and Conflict" (2013). Most asian nations are structurally equivalent in the
international flight passenger network. only japan and Korea are a little more central than
Myanmar, Asian nations are structurally similar especially with regard to air passenger
exchange network, but the structural equivalence level is diversified in most other
interactions.

Part II.
Table 3
Reception Area
The

crews

accommodating

X
are 2.29

SD

VI

Rank

0.87%

ATR 313 TOURISM RESEARCH

It is clean and convenient


There

are

manage

organized

the

35

2.35

0.66%

lanes 2.05

0.90%

1.04%

waiting-in-line

time of passengers
The signages are big, clear 2.39
and easy to understand

2.1 Reception Area


The table shows that the respondents has a perception of performance in terms of
the signages are clear, big and easy to understand with the mean of 2.35 and a standard
deviation of 0.868005958179058 followed by it is clean and convenient with a mean of
2.35and a standard deviation of 0.657128740672771 followed by the crews are
accomodating with the mean of 2.29 and a standard deviation of 0.868005958179058
and there are organized lanes manage the waiting-in-line time of passengers with a mean
of 2.05 and a standard deviation of 0.903137069140983.

The survey shows that most of the problem is on the lack of management.
According to Seth Young book entitled Airport Planning and Management (2011) People
this days are into traveling and due to the huge number of people an airport can encounter
so much problems during the operation but in order to resolve that an aiport must have

ATR 313 TOURISM RESEARCH

36

their management who will be handling things around. According to the book the main
conflict of the operations is inside the airport itself, the services it provide and the
facilities it offers, rather than the airplanes and the weather.
Table 4
Concessionaires

SD

VI

Rank

The food establishments are enough to 1.83

0.68%

accolade all passengers


The signages are big, clear and easy 1.66

0.99%

to understand.
The restaurants are accommodating, 2.32

0.94%

within reason.
The restaurant have a good ambiance 1.9

0.93%

`2

and a convenient place

2.2 Concessionaires
The table shows that the respondents has a perception of performance in terms of
the restaurants are accommodating, within reason with the mean of 2.32 and a standard
deviation of 0.941522515 followed by the restaurant have a good ambiance and a
convenient place with a mean of 1.9 and a standard deviation of 0.937436867 followed
by the food establishment are enough to accolade all the passengers with the mean of
1.83 and a standard deviation of 0.68246434 followed by the food establishments inside

ATR 313 TOURISM RESEARCH

37

are preferable than the food establishments outside with the mean of 1.66 and a standard
deviation of 0.986986025.
The competition in the food industry is very high as of the people are looking for
affordable yet very deli foods. According to John Williams book entitled The
competition and the efficiency of international food supply chains (2013) Ones food
establishment must have their own uniqueness for them to be patronized by the people.
To have a loyal customer despite of having pricey products one must have their own
beautiful services and uniqueness products.

Table 5
Boarding Pass

SD

VI

Rank

Availability of the luggage handlers

2.14

0.94%

The check-in counter is in order

2.16

0.97%

The baggage check with -ray machines are all 2.66

0.77%

working
Crew staff have exceptional customer service 2.29

0.84%

skill
2.3Boarding Pass

ATR 313 TOURISM RESEARCH

38

The table shows that the respondents perception in boarding pass is satisfying in
terms of the baggage check with x-ray machine are all working with the mean of 2.66 and
a standard deviation of 0.768311805 followed by crew staff have exceptional customer
service skill with a mean of 2.29 and a standard deviation of 0.844411217 followed by
availability of the luggage handlers with a mean of 2.14 and a standard deviation of
0.943023292 and the check in counter is in order with a mean of 2.16 and a standard
deviation of 0.97151345.
It shows that the respondents are satisfied by the performance of the x-ray
machines in NAIA 1 which is good response since x-ray machines are a big help in
implementing security and safety on the airport. According to Yoel Mansfeld book
entitled Security and Safety (2011) The act of securing and giving safety to everyone is
by giving a full extent of service in terms of inspection for the people to trust the place. In
saying so, technology is also a good solution for the innovation.
Table 6
Security and Information

SD

VI

Rankin

Signages are understandable by the first timers

2.33

0.79%

g
2

The security personnel shows that they are well

2.3

0.78%

trained
The security personnel are in complete uniform

2.2

0.89%

and equipment
Information booths are scattered

2.35

0.85%

ATR 313 TOURISM RESEARCH

39

2.4 Security and Information


The table shows that the perception of respondents in security and information is
performance in terms of Information booths are scattered with a mean of 2.35 and
standard deviation of 0.845267651 followed by signages are understandable by the first
timers with a mean of 2.33 and standard deviation of 0.792069276 followed by the
security personnel shows that they are well trained with a mean of 2.3 and standard
deviation of 0.784959627 and security personnel are complete in uniform and equipment
with a mean of 2.35 and standard deviation of 0.845367651.
It shows that if an establishment is well presented, the guests are easy to trust it.
According to Jerry Weissman book entitled Presenting to Win (2013) One of the main
consideration to make in creating a business is that in order to sell the product or the
services it is not enough to have it good in result but it has to be well presented first.
Table 7

Services

SD

VI

Rank

Crews show professionalism.

2.56

0.09%

NAIA Terminal 1 hotlines are

2.71

0.08%

easy to contact.
There are on hand medical

2.58

0.08%

personnel.
There are personnel managing

2.61

0.09%

the departing of the passengers

ATR 313 TOURISM RESEARCH

40

from the airport.

3.1 Services
The table shows that the respondents has a perception of performance in terms of
the online bookings are easy to access with the mean of 2.71 and a standard deviation of
0.08% followed by there are personnel managing the departing of the passengers from the
airport with the mean of 2.61 and a standard deviation of 0.09% followed by there are on
hand medical personnel with the mean of 2.58 and a standard deviation of 0.08% and
crews shows professionalism with the mean of 2.56 and a standard deviation of 0.09%. It
shows that the respondents is more preferable of online booking than direct booking
because its more accessible and less time consumption.
According to Louw, Door Janne, (2006, May 10,2006). Description with UML
Agency Reservation System. Developed a hotel/ Airline management system that can be
used online. This system allows the guests to do their booking online by them self. Some
of task that the system can do are providing a query for arriving date and the length of
staying, providing the number of On rooms, view all available rooms and provides user
the ability to choose one or more of them, recording the number of on rooms, view all

ATR 313 TOURISM RESEARCH

41

available rooms and provides the user the ability to choose one or more of them,
recording kind of guests and how many going to be in the single room, providing the cost
of booking, asking the users if they want additional service; such as, dinner or breakfast,
storing the guests detail; like, name, address and telephone, asking the user for
confirmation, final confirmation views with the detail of booking and the guests can
review or cancel the booking. It shows the relationship between the end user and the web
server and how the users interface stats and the application is done step by step. The
figure shows the relationship between the user and the screen.

Part III

Chapter V
Summary , Conclusions , and Recommendation

ATR 313 TOURISM RESEARCH

42

This chapter presents the summary of findings, conclusions, and recommendation of the
research entitled Passengers Perception on the Facilities and Services of NAIA
Terminal 1.
Summary, Conclusions and Recommendations
Summary of Findings
The research study uses of descriptive method of gathering data are done. A
checklist type of questionnaire is given randomly to targeted respondents to gather
necessary data.
I.

Profile of the Respondents


I.1 Age
Majority of the respondents are aged 36-45 with a frequency of 55 or 55%.
I.2 Sex
Majority of the respondents are female with a frequency of 54 or 54%.
1.3 Nationality

II.

Majority of the respondents are Asian with a frequency of 53 or 53%.


Perception of the Respondents
2.1 Reception Area
Majority of the respondents are very satisfied in terms of the signages are
big, clear, and easy to understand
2.2 Concessionaires
Majority of the respondents are very satisfied in terms of the restaurant are
accommodating within reasons.
2.3 Boarding Pass

ATR 313 TOURISM RESEARCH

43

Majority of the respondents are very satisfied in terms of the baggage


check with x-ray machines is all working.
2.4 Security and Information
Majority of the respondents are very satisfied in terms of information
booths are scattered.
III.

As regard to how can the facilities and services of NAIA Terminal 1 be


improved, majority of the respondents had answered The government
provide budget for the facilities.

Conclusions
Based on the foregoing, the following conclusions were drawn :

The cleanliness, organization of the lanes and facilities and the


performance of the staffs inside the airport are mostly what the passengers

considers on rating NAIA 1.


Dated facilities results to unsatisfactory rate.
Well-maintained facilities, organized lanes and departments and good staff

service are an important factor on every airport operation.


Implementation of innovation leads to better customer service.
Strict supervision of the security personnel leads to better perception of
the passengers in terms of safety.

Recommendation
Based on the conclusions, the following are recommended :
1. To local government

ATR 313 TOURISM RESEARCH

44

1.1 The researchers would like to recommend the investment for further renovations
on poor areas of the airport, innovation for modernized facilities and maintenance for the
improved field of the establishment.

2. To local tourist
2.1 The researchers recommend that the tourists and passengers cooperate on the study to
give answer on how NAIA 1 be improved and provide its efficiency in full extent.

3. To future Researcher
3.1 For the future researcher to help them more reference for their studies

References
A. Books
History of the City of Pasay, 2010

ATR 313 TOURISM RESEARCH

45

Gronroons (2010), The basic are the basis of customer service, Emerald Publishing,
United Kingdom.
Gurhan-Canli (2013), The business of tourism concept and strategies, Sterling
Publisher PTY LTD, USA.
Levitt, J.D (2013), Facilities and Management, Momentum Press, USA.
Ostrowski, (2013), Customer career Excellence: How to Create an effective customer
Focus, kohan page, U.K
Rernon, P (2011), Delivering Satisfaction and services quality, Facet Publishing, U.K
Young S. (2010), Managing the built environment in Hospitality and Facilities,
Prentice Hall, USA.
Acosta, C. (2010), Travel immigration regulations guide Philippines, Academy
Publishing House, Marikina City.
Arcilla, C. (2012), Fundamentals of flying establishment, The bookmark, Inc., Makati
city
Bautista, C, (2013), ET.AL, Economics and society, Golden book services inc.
araneta avenue, Quezon city.

ATR 313 TOURISM RESEARCH

46

Cruz, R. (2010), Current issues affecting airlines in the Philippines, Law Pub. House,
U.P. Law Complex, JFC Publishing House, Inc. Tandang Sora, Quezon City.
Lim, R.D (2011), Travel and tours essential, Grand Water Publications, JFC
Publishing House, Inc. Tandang Sora, Quezon City.
Rodriguez, E. (2013), Fundamentals of management, Diwata Publisher, Madaluyong
M.M
Roxas, M. (2012), The impacts of the emergency of low-cost carrier and budget
flights, ABS-CBN Publishing , Quezon City
B. Thesis/Dissertation
Chang, Yu, (2015) performance evaluation of airport safety management system in
Taiwan, EBSCO, Unpublished thesis, National Kaohsiung Marine University.
Chou Chien- Chang, (2012) Evaluating the quality of airport service using the fuzzy
multi-criteria decision-making method a case study of taiwanese airports, EBSCO,
Unpublished thesis National Kaohsiung Marine University.
He, C (2014), Airport transport corridor system dynamics model and simulation,
EBSCO, Unpublished thesis, Southwest Jiaotong University.

ATR 313 TOURISM RESEARCH

47

Kumar, K.S, (2012) Expectation and Perception of Passengers on Service Quality


with Reference to Public transport Undertaking, EBSCO, Unpublished thesis,
Narayan Engineering college, Narayan University.
Sabah Al-Fedaghi, (2014) System for a Passenger-Friendly Airport: An Alternative
Approach to High-Level Requirements Specification, EBSCO, Unpublished thesis,
Kuwait University.
Surano , M.E, (2012).

Impacts of poor quality of information in the facility

managementfield, EBSCO, Unpublished thesis, University of Ouli.


Wong, P.Y

(2013), Facility Management Benchmarking: An Application of data

development analysis.
Amparo E, ET.Al (2011), Operation and management performance as perceived by
members

of

selected

multipurpose

cooperatives

in

Sta.

Maria,

Bulacan,

Undergraduate, University of the East.


Benitez C, ET.Al (2014), Impacts of Social Media in Tourist decision making process,
Undergraduate, University of the East
Biona J.B (2012), Center of Engineering and sustainable development research,
dissertation, De La Salle University.

ATR 313 TOURISM RESEARCH

48

Estampador, ET.AL (2012), The general effects of programs on TV, EBSCO,


Unpublished thesis, University of the East.
Eugenio J.G (2010), Economic Crisis: The coping strategies of the people in slum
areas in Quezon city, Unpublished thesis, University of the East.
Uman, R (2012), Tours of Facilities, Unpublished thesis, University of the East.

ATR 313 TOURISM RESEARCH

49

APPENDICES

APPENDIX A
Letter to the Respondents

Dear respondents,
We from Tourism Management Department is inviting you to participate in our
research study entitled: Passengers perception on the facilities and services of NAIA

ATR 313 TOURISM RESEARCH

50

Terminal 1. Your participation in this research project is completely voluntary. Your


responses will remain confidential and anonymous. If you agree to participate in this
project, please answer the questions on the questionnaire as best you can.
Thank you for taking the time to answer our questionnaire. We truly appreciate
your help! Thank you!

Sincerely yours,
Valen Hernandez
Karen Joy Torres
Marian Abella
Janine Marcelo
APPENDIX B
Sample Questionnaire

Title: Passengers perception on the facilities and services of NAIA Terminal 1


Part I: Profile of the Respondents

ATR 313 TOURISM RESEARCH

51

Directions: Kindly answer all the questions below by putting a check in the space
provided
Specifically, this study sought to answer the following questions:
1. What are the passengers profiles in NAIA terminal 1?
1.1 Age
__15-25
__26-56
__26-35
__56-65
__36-45
__66 and above
1.2 Sex
__Female
__Male
1.3 Nationality
__Asian

__Americans

__European

__African

Part II: Perception of the Respondents.


Direction: Please check the most appropriate number of each statement which
corresponds most closely to your desired response.
4- Very Satisfying
3- Satisfying
2- Performance
1- Poor Performance
2. How do the passengers perceive the facilities and services of NAIA terminal 1?
2.1 Reception Area

ATR 313 TOURISM RESEARCH

The crews are accommodating


It is clean and convenient
There are organized lanes manage the waiting-in-line
time of passengers
The signages are big, clear and easy to understand
2.2 Concessionaires
The food establishment are enough to accolade all
passengers
The signages are big, clear and easy to understand.
The restaurants are accommodating, within reason.
The restaurant have a good ambiance and a convenient
place

2.3 Boarding Pass


Availability of the Luggage handlers
The check-in counters is in order
The baggage check with xray machines are all working
Crew staff have exceptional customer service skills
2.4 Security and Information
Signage is understandable by the first timers
The security personnel show that they are properly trained
The security personnels are in complete uniform and
equipment

52

ATR 313 TOURISM RESEARCH

53

Information booths are scattered

3. How do the passengers perceive the services o f NAIA Terminal 1?


3.1 Services

Crews shows professionalism


NAIA Terminal 1 hotlines are easy to contact
There are on hand medical personnel
There are personnel managing the departing of the
passengers from the airport

PART III:

Direction: Please check the best answer to improve the NAIA terminal 1.
__ Reinvest the Terminal Fees / Airport Taxes.
__ Give suggestion/comment box for concern
__Use the fund of NAIA in the important renovation
__The Staff maintains cleanliness of the area
__The government provide budget for the facilities
__The right amount of air conditioning of the area

ATR 313 TOURISM RESEARCH

APPENDIX C
Pictures during Survey

54

ATR 313 TOURISM RESEARCH

Valen B. Hernandez
09058623818
Blk.2 Lot 5 Blueridge Subd.
San Gregorio Ave., Brgy. Sauyo
Quezon City
vallen_almeah01@live.com
EDUCAIONAL BACKGROUND
TERTIARTY

55

ATR 313 TOURISM RESEARCH

University of the East (2013-present)


Bachelor of Science major in Tourism Management
SECONDARY
Saint Nicholas Academy of Quezon City (2012)

PRIMARY
Pasong Tamo Elementary school (2008)

Affiliations / Organizations
League of Tourism Students
Member (June 2013- Present)
University of the East

Torres, Karen Joy M.


23 A. Mabini St. Brgy Dona Aurora
Quezon City
09167177532
karenjoy1023@yahoo.com
EDUCAIONAL BACKGROUND
TERTIARTY

56

ATR 313 TOURISM RESEARCH

University of the East (2013-present)


Bachelor of Science major in Tourism Management
SECONDARY
Our Lady of the Sacred Heart School (2012)
PRIMARY
Aurora A. Quezon Elementary School (2008)

Affiliations / Organizations
League of Tourism Students
Member (June 2013- Present)
University of the East

Janine Anine V. Marcelo


#300 E.Dela Paz St., Sto, Nino, Marikina City
09361820926
jan9marcelo@yahoo.com
EDUCAIONAL BACKGROUND
TERTIARTY

57

ATR 313 TOURISM RESEARCH

University of the East (2012- Present)


Bachelor of Science Major in Tourism Management
SECONDARY

Sta.Elena HighSchool (2012)


Shoe Avenue St., Sta.Elena, Marikina City
ELEMENTARY
A Sto.Nino Elementary School (2008)

Affiliations / Organizations
League of Tourism Students
Member (June 2013- Present)
University of the East

Marianne Joy M. Abella


Blk.30 lot.2 Phase II-A NHA Ave
Brgy. San Isidro Antipolo City
09368880127
mariannejoy.abella@yahoo.com
EDUCAIONAL BACKGROUND
TERTIARTY

58

ATR 313 TOURISM RESEARCH

University of the East (2013-present)


Bachelor of Science major in Tourism Management
SECONDARY
Don Antonio De Zuzuarregui Sr, Memorial Academy (2012)
ELEMENTARY
Logos Christian Learning Center
Affiliations / Organizations
League of Tourism Students
Member (June 2013- Present)
University of the East

59

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