Operational Factors Associated with Passenger Satisfaction at Civil Aviation Authority of the Philippines-Managed Airports
DOI:
https://doi.org/10.5281/zenodo.19144109Keywords:
passenger satisfaction, airport operations, service quality, environmental sustainability, security measures, structural equation modelingAbstract
Passenger satisfaction has become a key indicator of operational performance in modern airport management, particularly in government-operated airports striving to meet international standards of safety, sustainability, and service excellence. This study examined the operational factors associated with passenger satisfaction at Civil Aviation Authority of the Philippines (CAAP)-managed commercial airports, focusing on three key dimensions: security measures, environmental sustainability, and service quality. Using a quantitative correlational-predictive research design, data were collected from 385 passengers across the five busiest CAAP-managed airports in the Philippines. Descriptive statistics, Pearson correlation, multiple regression analysis, and Structural Equation Modeling (SEM) were employed to analyze relationships among variables. Results revealed that all operational factors were rated high and were significantly associated with passenger satisfaction. Among the variables, service quality emerged as the strongest predictor, followed by environmental sustainability and security measures. These findings emphasize that passenger satisfaction in government-managed airports is shaped by the integrated performance of operational systems rather than by a single operational factor. The study contributes empirical evidence to the airport management literature and provides practical insights to improve operational performance, sustainability initiatives, and service delivery in public aviation systems.
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