International Journal of Research Studies in Management
CollabWritive Special Issue
2025 Volume 13 Issue 5
Available Online: 25 June 2025
Author/s:
Mendoza, Richard Ryan E.
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Abstract:
This study aimed to propose an action plan to improve service delivery and enhance tourist passenger loyalty at Mindoro Sea Ports. The researcher assessed the relationship between service quality and tourist passenger loyalty by examining five key dimensions of service quality: reliability, responsiveness, empathy, tangibility, and safety and assurance. The study described the demographic profile of respondents in terms of age, sex, and civil status, as well as their psychographic profile based on frequency and purpose of travel. It also evaluated tourist passenger loyalty in terms of brand image, passenger engagement, and overall loyalty. Furthermore, the study tested for significant differences in perceptions on service quality and loyalty when grouped according to demographic and psychographic variables and determined the significant relationship between service quality and tourist passenger loyalty. Based on the findings, an action plan was developed to address identified service gaps and support strategic improvements in seaport operations. The researcher used quantitative method and descriptive research design. The respondents of the study were 417 tourists visiting the seaports. The instrument was adapted from two different studies. Further, the statistical tests used in the study included the Shapiro-Wilk test, Kruskal-Wallis Test, and Mann-Whitney U-test to test significant differences; Spearman Rho was used to test relationships; and Linear Regression was employed to determine the predictor variables of service quality and tourist passenger loyalty. The study concluded that most of the respondents are young, female, and single travelers who frequently visit Mindoro Seaports primarily for leisure purposes. The respondents rated the seaport services positively, especially in terms of empathy, safety and assurance. Passenger loyalty is strongly influenced by brand image and passenger engagement. Additionally, frequent and purpose-driven travelers showed higher loyalty levels. Lastly, the study proposed a comprehensive action plan and provided relevant recommendations to enhance seaport services and promote passenger loyalty.
Keywords: service quality, tourist passenger loyalty, Mindoro Seaport, action plan
DOI: https://doi.org/10.5861/ijrsm.2025.25075
Cite this article:
Mendoza, R. R. E. (2025). Service quality and tourist passenger loyalty: A basis for an action plan at Mindoro Seaports. International Journal of Research Studies in Management, 13(5), 283-292. https://doi.org/10.5861/ijrsm.2025.25075