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A Service Quality Model for Bureau of Immigration in NAIA Terminal 1

机译：NAIA 1号航站楼移民局的服务质量模型

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Over the past decades, airports have accommodated increasing numbers of passengers due to travel demand. Ninoy Aquino International Airport (NAIA) 1, being ranked as the fifth worst airport in Asia has received numerous complaints on the airport's services. For this reason, it became the research interest of authors to conduct a study on the service quality assessment of NAIA 1 to determine factors that affect the satisfaction level of customers with regards to quality of services. Factors that were considered in the study were gathered from review of related literatures, interviews, surveys and direct observation. Tools such as process mapping, time study, ServQual assessment and gaps model were employed in the study. Similarly, statistical analysis such as regression model was also developed to determine significant factors that affect the service quality of NAIA 1. The factors identified in the study served as the basis for the authors to propose an ideal facility layout design for Bureau of Immigration in NAIA 1. Results of the study revealed that factors that can affect the service quality of passengers in airports are the following: waiting time at immigration, courtesy of staff, quality of flight information display, number of operating counters, queue length, lighting level, noise level and temperature level. However, based on statistical analysis, the only significant factors that can affect the service quality of passengers in NAIA 1 are the waiting time and queue length. Given these condition, the researchers were able to design a new facility layout for NAIA 1 in order to reduce the waiting time of passengers and queue length. The proposed layout design was validated using ProModel simulation and results revealed that the new facility design would decrease the waiting time of passengers to a maximum of 15 minutes.
机译：在过去的几十年中，由于旅行需求，机场已经接待了越来越多的乘客。尼诺·阿基诺国际机场（NAIA）1被列为亚洲第五糟糕的机场，该机场的服务收到了许多投诉。因此，对NAIA 1的服务质量评估进行研究，以确定影响客户对服务质量的满意度的因素，已成为作者的研究兴趣。研究中考虑的因素是从相关文献的回顾，访谈，调查和直接观察中收集的。研究中使用了诸如过程映射，时间研究，ServQual评估和差距模型之类的工具。同样，还开发了诸如回归模型之类的统计分析来确定影响NAIA 1服务质量的重要因素。研究中确定的因素为作者提出建议，为NAIA移民局提供理想的设施布局设计奠定了基础。 1.研究结果表明，可能影响机场旅客服务质量的因素有以下几个：移民的等候时间，工作人员的礼貌，飞行信息显示的质量，操作柜台的数量，排队时间，照明水平，噪音水平和温度水平。但是，根据统计分析，影响NAIA 1的乘客服务质量的唯一重要因素是等待时间和排队时间。在这种情况下，研究人员能够为NAIA 1设计新的设施布局，以减少乘客的等候时间和排队时间。提议的布局设计已通过ProModel仿真进行了验证，结果表明，新设施的设计将使乘客的等候时间最多减少15分钟。

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