International Journal of Research Studies in Management
CollabWritive Special Issue
2025 Volume 13 Issue 5
Available Online: 25 May 2025
Author/s:
Roxas, Cristina Elaura Maria B.*
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Ylagan, Alex D.
Lyceum of the Philippines University – Batangas, Philippines
Abstract:
This study investigates the relationship between airport infrastructure quality and passenger satisfaction at the Ninoy Aquino International Airport (NAIA), the Philippines’ central international arrival facility and a critical hub for Southeast Asian travel. Recognizing the increasing global demand for service excellence in air transportation, the study aims to describe passenger profiles in terms of sex, age group, marital status, educational attainment, and frequency of travel; assess airport infrastructure across terminal facilities, accessibility, safety and security, signage and wayfinding, and amenities; and evaluate satisfaction in queue management, comfort during delays, passenger support systems, sustainability initiatives, and staff service efficiency. Utilizing a descriptive-correlational research design, validated survey questionnaires were administered to 385 respondents proportionally distributed across Terminals 1, 2, and 3. Statistical tools such as One-Way ANOVA, independent t-tests, and Pearson r correlation were employed to analyze the data. Findings indicated that demographic variables significantly influence satisfaction levels, with younger travelers favoring speed and automation, while older and married passengers prioritize comfort and support services. A very strong positive correlation between airport infrastructure quality and overall passenger satisfaction was established. Based on these findings, a strategic action plan was proposed targeting improvements in digital connectivity, dining diversity, family amenities, wayfinding systems, multilingual support, and security transparency through biometric innovations. This study contributes to the growing body of knowledge on airport management and hospitality infrastructure by offering a replicable model for passenger-centered service delivery. Its implications extend to policy-making for more sustainable, inclusive, and traveler-centric airport operations, not only for NAIA but also for other emerging airports in Southeast Asia.
Keywords: airport infrastructure, passenger satisfaction, service quality, terminal facilities, stakeholder planning, NAIA
DOI: https://doi.org/10.5861/ijrsm.2025.25059
Cite this article:
Roxas, C. E. M. B., & Ylagan, A. D. (2025). Airport infrastructure and passenger satisfaction at Ninoy Aquino International Airport: Basis for action plan. International Journal of Research Studies in Management, 13(5), 41-56. https://doi.org/10.5861/ijrsm.2025.25059
* Corresponding Author