Dear Participants:
Measuring Travellers Satisfaction
We are graduating students of the Our Lady of
Fatima University in Quezon City with the
degree of ____________________________.
We take this opportunity to research on the
The Satisfaction of Travellers in the
Rehabilitation of Ninoy Aquino International
Airport Terminal 1
In order to accomplish this study, I would like to
request few minutes of your time to answer the
questionnaire below. Rest assured that
confidentiality on the information shall be duly
complied with. Please do not leave any item
unanswered. Your cooperation will be deeply
appreciated. Thank you very much. God bless!
For the following questions, kindly answer the
blank spaces while put a check mark on the
boxes for your appropriate answer.
Part I. Demographic Profile
Name (optional):________________________
Country of Residence/Origin: ____________
Gender: ____Male ____Female
Age:
___under 18 ___35-44
___18-24 ___ 45 above
___25-34
With whom you are normally travelling?
___ Alone ___ With my Friends
___ With my family ___With my co-workers
How many times have you traveled via Ninoy
Aquino International Airport Terminal 1?
___ Just once
___ 2 times
___ 3 or more
When was your last time of traveling via
Ninoy Aquino International Airport Terminal
1? Name the year: ___________
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Part II.
Your answers to the next questions should
reflect to your airport experience in NAIA Airport
Terminal I.
Kindly indicate the degree of your agreement or
disagreement with the statement below by
checking the appropriate box and be guided by
these scale 5-Strongly Agree, 4-Agree, 3-
Neither agree nor disagree, 2-Disagree, 1-
Strongly Disagree.
DEPARTURE
5 4 3 2 1
I. Check-in
Waiting in line for check-in should
not be more than fifteen (15)
minutes.
Check-in staff are helpful and
courteous
Check-in process is efficient
and/or easy for you
II. Security Screening
Security staff is helpful and
courteous
You feel secure after a thorough
screening
III. Immigration and Customs
Immigration and Customs staff is
helpful and courteous.
Waiting in line for immigration
clearance should not be more
than fifteen (15) minutes
IV. Boarding
Boarding procedure is efficient
and/or easy for you
Boarding area is comfortable for
you
Boarding staff is helpful and
courteous
The use of aerobridge makes
easier and safe connection
between airport terminal
aircraft
ARRIVAL
I. Disembark
The use of aerobridge makes
easier and safe connection
between airport terminal and
aircraft
Directions inside the airport are
easy to understand
It is easy to find the way out and
proceed for immigration
II. Arrival Immigration
Immigration is helpful and
courteous.
Waiting in line for immigration
clearance should not be more
than fifteen (15) minutes
Waiting in line visa approval
should not be more than fifteen
(15) minutes
III. Baggage Claim
Waiting for the baggage should
not be more than fifteen (15)
minutes
Your baggage were secured and
intact upon receipt
IV. Customs and Quarantine
Customs staff is helpful and
courteous.
Waiting in line for customs
clearance should not be more
than fifteen (15) minutes
BOTH DEPARTURE AND ARRIVAL
5 4 3 2 1
I. Airport Accessibility
and Means of transportation are easily
accessed
Waiting in line for regular taxis
should not be more than fifteen
(15) minutes
5 4 3 2 1 The airport has a wide parking
space with slots available anytime
II. Airport Facilities
Restrooms are well maintained
and comfortable for use
ATM or money changer are easily
accessed
Waiting area/ lounge is
comfortable to stay in
Information Desks are visible
anywhere
Baggage trolleys are accessible
and always available
The airport has a free and fast Wi-
Fi connection
III. Airports Retail Area
The airport offers variety of retail
and souvenir shops
The airport offers various food
choices
The shops inside the airport offer
affordable products and services
The whole shopping facility is
world-class
Sources: Questionnaire design for airport passenger
experience survey by Blackler et al., 2015 and
Customer satisfaction on facilitiy services in terminal 2 of
Tampere Airport by Chumakova, Anastasia, 2014.
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