Passengers Perception on Clark Int'l Airport PDF

FT-CRD-113-00 | STI College i  ABSTRACT Title of research: Passengers Perception on Clark International Airport As An Alternative Gateway Airport Researchers: Amorelle B. Cruz Hazel G. Javillonar...

FT-CRD-113-00 | STI College i  ABSTRACT Title of research: Passengers Perception on Clark International Airport As An Alternative Gateway Airport Researchers: Amorelle B. Cruz Hazel G. Javillonar Samantha Krezzle C. Morado Kimberly Diane A. Nepalis Degree: Bachelor of Science in Tourism Management Date of Completion: November 19, 2024 This study investigates the viability of Clark International Airport (CRK) as a potential gateway airport in the Philippines. The paper employed Service Quality (SERVQUAL) Theory as an assessment tool for the quality of service through five variables which are tangibility, reliability, responsiveness, assurance, and empathy. The study further used Expectation-Confirmation Theory focusing on what the passengers expected and how they would feel about their perceived experience at Clark International Airport. The study utilizes a descriptive research approach using a quantitative method. The respondents are from Metro Manila with 400 respondents, following the completion of gathering data, the collected data was analyzed to understand passengers’ perceptions and experiences, focusing on their responses to the research questions. The findings show that the quality services of Clark are acceptable based on passenger’s perception. Also, it is shown in the findings that respondents' expectations of the service quality at Clark International Airport were reasonably high. The research shows that Clark International Airport is a good alternative gateway airport choice. However, improvements need to be made on identified challenges. Recommendations are for senior travelers, marketing promotion for the male traveler, becoming more responsive, and biometric identification. These recommendations then contribute to a seamless travel experience that will satisfy a traveler so that Clark International Airport strengthens its position as a viable alternative gateway airport. KEY WORDS: Service Quality, Passengers’ Perception, Alternative Gateway Airport FT-CRD-113-00 | STI College ii  CHAPTER 1 INTRODUCTION The aviation industry contributes significantly to the growth and development of the economy in a country, it generates employment and jobs worldwide. From the early days and now to the modern era, air transportation revolutionized and played a crucial role in developing the tourism industry by connecting travelers to different destinations. It made the world a smaller place as it is one of the fastest modes of travel with its unmatched speed and provides access to even the most remote locations. Furthermore, airports serve as important infrastructure systems for efficient travel domestically and internationally, they are not just a place where planes land and take off but also a gateway to new experiences and memories. One of the international airports in the Philippines is the Clark International Airport (CRK), located in the Pampanga Clark Freeport Zone and earned a place as one of the World's Most Beautiful Airports according to the prestigious Prix Versailles, World Architecture and Design Award (2021). The researchers come up with the study as Ninoy Aquino International Airport has fallen short of expectations, and various of service quality issues has been encountered and experienced by the passengers. For instance, service quality within the airports is very important because it will serve as first impression and basis of the passenger to the image of the airport within the country. With the growing demand of air travel in the Philippines, the researchers seek to explore the viability impact of Clark International Airport (CRK) as an alternative gateway airport aside from Ninoy Aquino International Airport. Due to its modern facilities and adequate space for expansion, as well as by adding an additional flight and infrastructure capacity, CRK can become a welcoming gateway to the Philippines. By assessing the perception of passengers on its service quality, expectation- confirmation, and how they view the strengths and weaknesses of Clark International Airport through data gathering, and understanding these factors can gain a valuable insight into CLARK’s viability as an alternative gateway airport in the country. FT-CRD-113-00 | STI College iii A. Background of the Study The study by Huynh et al., (2020) evaluated the efficiency of major airports in Southeast Asia, like in Hong Kong International Airport as the most efficient, followed by Soekarno-Hatta International Airport and Ninoy Aquino International Airport. The airport revealed that while runway construction negatively impacted efficiency, a decentralized management approach had a positive effect by enhancing responsiveness and operational flexibility. Furthermore, a higher number of airlines operating at airport was associated with improved efficiency due to increased competition and service options. The study also showed out that less competitive airports faced distinct efficiency challenges, emphasizing the role of competitive pressure and management practices in shaping airport performance. Hife and Ylagan (2022) investigated the service elements provided by the airline company for their domestic flight in connection to the satisfaction of loyal passengers. On the survey part, researchers conducted surveys on 385 passengers in six Filipino carriers and obtained a sample that featured females who are millennial students traveling for leisure with companions on budget airlines. As part of the study, researchers measured several attributes essential to airline service including cabin amenities, itinerary options, and personnel handling in-flight as well as online services. Flight attendant service was found to have the most impact on passenger satisfaction, and brand image had the greatest influence on passenger loyalty. Flight schedules and ground staff services received a lower rating, which the authors point out to be due to airlines in the Philippines coping with the effects brought about by the COVID-19 pandemic (Hife & Ylagan, 2022). On March 1, 2023, the Department of Tourism announced that Clark International Airport opened 13 domestic and international flights to expand its destination route and serve as an alternative to Ninoy Aquino International Airport. The Department of Tourism created a plan by boosting the travel experience of passengers through opening a new gateway in Pampanga which is the CLARK. DOT and DOTr encouraged airlines to open flights in Clark International Airport to increase the number of passengers. Due to the overcrowding of NAIA, it is included in the worst airport in Asia, which may cause a FT-CRD-113-00 | STI College iv negative impact in the tourism industry within the Philippines. encouraged airlines to open flights in Clark International Airport to increase the number of passengers. By opening a new gateway, it will be advantageous in the tourism industry and also increase in jobs, and CRK has a large capacity to occupy thousands of passengers per year. B. Research Questions STATEMENT OF THE PROBLEM 1. What is the demographic profile of the respondents in terms of the following: 1.1 Age 1.2. Sex 1.3. Frequency of travel 2. What is the perception of the passengers on service quality of Clark International Airport in terms of: 2.1. Tangible Quality 2.2. Reliability Quality 2.3. Responsiveness Quality 2.4. Assurance Quality 2.5. Empathy Quality 3. What is the perception of passengers to Clark International Airport as an alternative gateway airport based on its service quality available? 3.1. Expectation 3.2. Perceived Performance 4. What are the perceived challenges and hindrances might be encountered by the passengers on Clark International Airport as Alternative gateway? FT-CRD-113-00 | STI College v C. Significance of the Study The findings of this study will benefit the following to gain an insight in terms of passengers’ perceptions towards an airport service quality: To the Airport Industry. The result of this study will be very beneficial as issues and recommendations are discussed and it will be an aid to the crucial step to fill the gaps and development in the industry. In terms of people, services, facilities, and equipment to provide people concerns and needs in aviation industry of the country. Government. The ideas of this study is an open tool for the government to support and improve air transportation for economic gain in the country. Future Researchers. This study can benefit future researchers as they can gain significant knowledge from the topic, and they have a probability of using it as they gather data for their own research projects. Tourism Students. This research study will help the students to expand their knowledge about the services and issues affecting the aviation industry, this study will also set as a guide or reference to their further research study. D. RESEARCH OBJECTIVES This study has the following main objectives, which are the follows: 1. To determine the demographic profile of Clark International Airport passengers. 2. To assess passengers’ perception on service quality of Clark International Airport. 3. To evaluate the passengers’ perception on Clark International Airport as an alternative gateway airport. 4. To identify the perceived challenges that might be encountered by the passengers in terms of service quality. FT-CRD-113-00 | STI College vi E. Review of Related Literature LOCAL As specified by Tiglao, N. C., (2020), the decision of an airport development is complex in a multi-airport region due to the concerned airports that plays a larger part of a network airports. The estimated accurate demand of the passengers into diverse airports is crucial for the decision-making process. Due to the capacity limitations on to current major airports as well as the insubstantial capability to improve their capacity, the development and the transition of a multi-airport system seems to be the primary mechanism by which air transportation system globally will have the capability to meet and satisfy the demand in the future. On top of that, developing a choice model can sort out the passengers' behavior for the multi-airport region, it has a capability to apprehend the diverse preferences of the airport passengers. The choice model has the possibility to foresee the passengers' choice when facing a diverse choices of services in an airline. According to Sorso and Tandog (2024), staff responsiveness and good communication can shape customer satisfaction within airport settings. The results highlights that interaction of pleasant and smooth travel between staff can lead to a greater rate of approval among passengers. The study explains that passengers prefer working with a staff whose easy to approach and efficient in solving any issue regarding the journey, thereby providing a smooth journey. An airport focusing on these aspects will be able to build a good reputation of engaging and satisfying passengers positively. Putting this into practical application, improvements in staff responsiveness and communications at Clark International Airport would boost the perceptions of passengers, and thus, reassurably strengthen the potential of the airport as an alternative gateway. As stated by Esguerra, S. Q., et al., (2024), the self-service kiosks have made the check-in processes of the passengers more easier and more convenient compared to the traditional process. With the growing demand for air travel, the technology has significantly advanced in terms of the airport sector to make the travel experience of the passengers more comfortable. Moreover, the self-check-in kiosks is one of the significant FT-CRD-113-00 | STI College vii advancement that is widely utilize in major airports, such as Ninoy Aquino International Airport (NAIA) in Manila, Philippines. The terminal in an airport is considered as an amenity that caters the passengers through check-in and automates a certain fundamental procedures for air travel, it provides convenience for the passengers and lessening the workloads of the airport staffs. Moreover, self-service kiosks are equipped with a software that displays an information into diverse languages. It is crucial for an airport to evaluate the level of satisfaction of the passengers' experiences with the check-in kiosks in order to assess the viable areas for enhancement. As reported by Rebollo and Pacana, (2023), is the perception of millennial travelers in Ninoy Aquino International Airport (NAIA) Terminal 1, Philippines. The study endeavors to identify the degree to which millennial travelers perceive services in the terminal by establishing the areas of further development and recommending ways and means for improvement of a travel experience that would become exceptional for this large population of travelers. Hence, the study concludes that millennials traveler preferably like the NAIA Terminal 1, and in fact they also like its aesthetic, ambiance, and kind of service. However, some areas with improvement were found during its analysis. These include, among others, a very limited suitable seating, as well as limited ATM availability around the terminal. Consequently, the researchers call for the airport authorities to work out solutions for the mentioned apprehensions so that more millennial travelers start visiting the airports As demonstrated by Abuan et al., (2023) airports should provide their customers with an acceptable passenger experience. Safe and comfortable passengers are likely to return to the same airport. The authors established whether or not the ground staff handled the problem people generated at the airports effectively and the length of security queues in an airport, for instance, by looking at the perception of employee safety. The researchers gathered information from airport staff as well as passengers through questionnaires. The survey concluded that the employees have an attitude towards safety risk management. Generally, the ground crew are proficient in handling difficult passengers. Passengers are generally satisfied with waiting time for security processing. However, the research still FT-CRD-113-00 | STI College viii revealed that there is little significant correlation between ground staff competency and employee attitudes towards safety, nor is it related to waiting times or passenger enjoyment. Therefore, this indicates that while the criteria are important, there might not be a compelling reason for passenger satisfaction from these criteria. The current study examines the link between employees' attitudes towards safety, ground staff ability in handling difficult customers, and the waiting time spent by security screening at MIAA airports. Specifically, the paper is interested in the extent to which these traits influence the passenger experience in general. In accordance with Gumasing, et al., (2020), the airports have perceived an important enlargement of passenger numbers due to the rising demand for air travel over the past decades. Ninoy Aquino International Airport has faced various complaints regarding to its own services, due to the various complaints they have received, Ninoy Aquino International Airport (NAIA) Terminal 1 have ranked in the Asia as the fifth worst airport. This study assessed the service quality of NAIA Terminal 1, in order to determine the factors that affects the satisfaction of the customers. Based on the statistical analysis in this study, the waiting time and the queue length are the factors that mostly affects the service quality at NAIA Terminal 1. As revealed by Campos (2024), conducted a study inside the Ninoy Aquino International Airport Domestic Terminal, which would observe the compliance and safety of security inside the premises. With what was discovered, the NAIA Domestic Terminal strictly follows the security measures, and has been proved from the satisfactory results from the passengers and the employees of the said airport. The author also discovered that the attitude of the personnel inside the airport portrays positive approaches despite any incidents of dissatisfying experiences from the passengers. However, the author also discovered that NAIA still lacks on surveillance cameras, imposition of policies inside the agency, abusive authorities inside the airport, and personnel challenges. These are all considered as important for airport security, and most people would rely on the best security measure possible to provide quality service and convenience during their stay and flight at the airport. FT-CRD-113-00 | STI College 1  As specified by Torio et al., (2024), assessed the impact of the airport from all its factors and contributions in the Central Luzon region, which then discovered that the direct contribution was around Php 12.71 billion to the regional Gross Domestic Product, while indirect and induced contributions have an additional Php 13.50 billion. Additionally, the airport also created new infrastructures for the benefit of the customers, and allowed job seekers to secure their jobs through the new center. These findings should benefit the stakeholders and policy makers, being able to collect new data suitable for the benefit of the society and the airport. As reported by OneNews (2024), an Australian firm, Compare the Market, ranked the Ninoy Aquino International Airport, NAIA, as the worst in the world. The study concluded that NAIA scored a very poor 0.24 on a zero to 10 scale rating, the worst in the world. The NAIA obtained an average rating of 3.8 out of five from Google users. It ranked poorly in efficiency, accessibility, service, and cleanliness. It was also one of the 50 busiest airports in the world when it came to passenger footprint, flights per day, and number of destinations. The New NAIA Infrastructure Corp. takes up P170.6 billion to rehabilitate the NAIA with the aim of its improvement in terms of more passenger capacity and flight movements despite ratings. According to ABS-CBN News (2024), the baggage handling system of NAIA Terminal 3 has been experiencing problems, thus delaying the delivery of the luggage of passengers. The article does not indicate the nature of the problems of the baggage handling system but suggests that the problems are significant enough to cause delays for travelers. How long the delays extended and what number of passengers was affected, the article does not convey. There is no clear communication about what specific action has been taken by the management to alleviate the problem; there is also no word how long the problem is going to persist. Whether the problem is recurring or something new is also unknown. The article highlights current issues in NAIA: infrastructure and efficiency in operations. One incident adds up to a growing problem of the capability of the airport to provide travelers with a smooth, reliable flight experience. FT-CRD-113-00 | STI College 2  As elaborated in study of Prasetyo et al., (2022), it discusses the reasons of why high service quality is essential for keeping operations in the airport under the COVID-19 safety situation. It studies the applicability of the COVID-19 affected Airport Service Quality (ASQ), customer satisfaction, and their travel intention among 517 Filipinos. The structural equation modeling has been adopted to describe findings affecting terminal facilities as well as security checks and services unto the perceived value on customer satisfaction. Direct impacts were reported on safety and travel intention service innovations; surprisingly, service innovations had no direct effect on satisfaction. Based on the study of De Leon and Cantal (2023), the expectations of the passengers in airports, concentrates more on the service quality of Philippine Airlines. The airline has been the oldest airline in Asia, characterized by the experience of the customers. Customer experience has been of extreme importance for the success of the airline industry. The descriptive method was used in the gathering of information from 100 respondents who are mainly airline passengers. The findings show that female passengers under 20 years old and with a monthly income of more than 50 thousand pesos traveled more frequently than males. Although respondents have paid for an economy class ticket, most of them were satisfied with the airline service quality, particularly on customer assistance at both departure and arrival areas. As explored by the Airport Technology (2024), the design of the new terminal of Clark International Airport (CRK) in the province of Pampanga, Philippines, increases the air transport capacity for the Greater Capital Region. The design of the new terminal aims to reflect Filipino culture, with the facade design reflecting the wavy silhouette of Mount Arayat, Mount Pinatubo, and the Sierra Madre Mountain range. CRK's new passenger terminal building features contactless options, including self-service kiosks for passenger check-in and bag drop to minimize contact between passengers and airport staff. The terminal has expanded toilet facilities, including family rooms, and gender-neutral and persons with disabilities (PWD)-friendly bathrooms. Additionally, all boarding gates are equipped with escalators and elevators to ensure seamless access for all passengers. FT-CRD-113-00 | STI College 3  As observed by Espinosa (2024), Davao LGU suggested that Civil Aviation Authority of the Philippines (CAAP) to further improve the airport services. Quality service relates directly to the level of passenger satisfaction as it would influence the comfort, convenience, and efficiency of the airport for travelers. Such upgrades will consequently create more loyalty and preference to continue choosing the airport because it becomes more attractive place to arrive or depart from. Investment on improving service quality within Clark International Airport would mean its progression as an alternative gateway and could attract more travelers seeking high quality in airport experiences. As stated by the Department of Tourism (2023), the DOT welcome the local airlines with recent announcements for the reopening of the direct flights from Clark International Airport (CRK) to the prime of the country’s island tourist locations. The DOT and Civil Aeronautics Board, airline executives, and other concerned agencies (2024) met last January 25 to discuss the enhancement of the utilization of the Clark International Airport. The purpose of the meeting was to identify ways to increase flights into Clark. The tourism secretary (Christina Garcia Frasco) states that DOT has been working with the DOTr pushing for the maximization of the Clark International Airport with the goal of establishing it as a viable alternate airport so it will be utilized to its full potential. With the additional flights it meets a number of objectives: the decongestion and minimizing crowding in other airports, as well as develop the region further and attract more tourism activities and businesses in the area. The news article revealed that the enhancement and utilization on increasing flights within Clark International Airport can be establish as a viable alternate airport in the country and at the same time, help in the decongestion of the country’s main gateway, the Ninoy Aquino International Airport (NAIA). INTERNATIONAL According to Alotabi and Mason (2014, as cited in Hajazi et al., 2021), a number of essential factors of 'Services' need to be established before assessing their quality can be made. This research evaluates the ASQ factors with ignores of the mentioned ASQ dimensions in those publications. The study of the research indicates that there is a FT-CRD-113-00 | STI College 4 significant relationship between eight service quality factors and passengers' satisfaction, which are Check-in Staff Efficiency, Ease of Finding the way at the Airport, Comfort in the Departure Lounge, Flight Information Panels, Friendliness of Airport Staff, Queue time at Check-in and Walking distance at the passenger terminal. However, the results show that there is no relationship found between passengers' satisfaction and the Speed of Baggage Claim. As explained by Kim and Choi (2020), the instant interventions of the airport employees in addressing the problems of passengers had a great impact on passenger satisfaction. It indicated in the study that fast actions particularly on medical and mobility concern requests are essential in the delivery efficiency of service quality. However, passenger confidence is obtained when their requests are attended to as quickly as possible. In the same context, Singh and Pandey (2019) shared that there are also service quality measures on the swift response on customer hotlines and quick resolution of problems emphasized that there is a necessity of responsiveness in an airport service. It is apparent from the studies so far conducted that responsiveness is one essential aspect of service quality that creates passenger trust and satisfaction in an airport because support is available when needed and it encourages efficient travel. Based on the study of Bakır et al., (2022), delivering a good quality of service is very important. The study assesses the services attributes of the passengers' satisfactions, as service attribute has the highest impact on satisfaction in an airport. It's conducted by multiple regression analysis (MRA), necessary condition analysis (NCA), and 1463 valid online reviews of the top 50 busiest airports in Europe retrieved from Skytrax. Airport staff was the most influential predictor of passenger satisfaction. However, airport shopping and Wi-Fi connectivity were found to have no significant impact. The study is to find out what makes a passengers happy at airports. As reported by Chonsalasin et al., (2020), understanding the wants and needs of the passengers is essential to met and exceeds expectation from passengers. Therefore the study aim at developing the passenger airport service quality measurement model on FT-CRD-113-00 | STI College 5 expectations, especially given how the earlier work mainly looked toward perceived instead of true expectations. The researchers surveyed 1037 passengers at Thai airports on their expectations of airports regarding various aspects of the service. Seven key service quality dimensions were identified and are access, security, check-in, airport facilities, wayfinding, airport environment, and arrival services. Confirmatory factor analysis was used to confirm that these dimensions are important to passengers and affect passenger satisfaction. As specifies by Parasuman, Zeithaml, and Berry (1985, as cited by Ltd, A. A., 2023), the customers are capable to believe in the firm's services due to the assurance quality which was considered through professional services, an outstanding technical expertise, a courtesy attitude, and an effective communication skills. According to IATA (2023), the security within the air transport are crucial to manage appropriately since the aviation industry places an emphasis on the security, which penetrates in all aspect of the operations. It is perceived that the airport operators are primarily responsible for protecting the passengers. Ensuring a secure environment involves everyone and a positive culture security. As observed by Prentice and Kadan (2019), the service quality offered in airport affects the passengers choice and decision whether to use again a given airport and destination city. It explores how important passengers satisfaction and behavioral intention related to airport service quality. The data were collected by distributing survey to exit passengers of Australian major airports that targeted people who did not live locally but were leaving one of Australia's capital cities. This study shows that airport service quality plays a crucial role in attracting travelers and to gain their loyalty. The study highlights the importance of high quality facilities, good services or the physical environment of the airport and interaction with staff. As elaborated in the study of Alaydaa, S.M. et al., (2023), the satisfaction of every travelers through the services of an airport was considered as an act as the first impression of the corporate image and the competitiveness of the airport. This study focused to FT-CRD-113-00 | STI College 6 determine and analyze the factors that positively influences the satisfaction of every travellers, this study also go about an in-depth analytical literature review in order to find out the gaps that impacts the satisfaction of the travellers as well as their intention to revisit and to recommend the airport. Hence, it is crucial for an airport management to prioritize the Airport Service Quality (ASQ) in order to have a better understanding on what are the key areas that are needed to improve. As cited by Wang, J. et al., (2019), the alternative pair was determined that other airports can take over as part of the traffic load when one of them is closed. This study finds out that airport pairs were crucial as the performance of the network will not be mostly impacted if the other airport was disrupted. On the other hand, both airports with a simultaneous closure in an alternative pair have the tendency to significantly worsen the performance of the network, since there is no airport that can accommodate their load. Various properties should also be investigated, which includes the connectivity, accessibility, efficiency, robustness, vulnerability and resilience. The findings of the study demonstrated that the two airports in an alternative pair will not be geographically close to one another in some airport networks. As explored by Saut & Song (2022), the study aimed at establishing a relationship between passenger satisfaction, perception, and experience at a particular airport and their intention to visit the country where that particular airport is located. It perceives airports as possible drivers for growth and regional promotion rather than just transit points. In addition, the research used confirmatory factor analysis and structural equation modeling of data from 314 Cambodian passengers to determine how the airport experience influences future travel. They examined the quality of services airports provide in five aspects: facilities, procedures for picking up, the environment within the airport, security, and overall experience. Rubio-Andrada et al., (2023), analyzed the concept of smart airport from different viewpoints and how members of various social groups use and perceive airport technologies at any stage of their journey, from reservation to the destination point. The FT-CRD-113-00 | STI College 7 sample is representative and includes 1,703 respondents from five countries. First, a survey was designed that addresses many facets of the airport technology systems, among which are Wi-Fi services, smartphones, biometric systems, and self-service kiosks. The trategies for technology applications and the design of the passengers' experience should be more diverse and gender-sensitive. As explicated in the study of Mtafya and Mutalemwa (2020), satisfaction in air travel depends on the services offered before, during and after the flight. The study is carried out in Julius Nyerere International Airport and measures customers’ satisfaction using Total Airport Experience model. Such factors regarding conveniently organized pre- flight processes along with beneficial travelling experiences like efficient ticketing services and effectively trained crews along with available amenities are some of the key aspects that apparently and positively influence the passengers’ satisfaction level. This underlines the importance of a holistic view that is assumed by the present research, according to which airline and airport operators must work in close cooperation and guarantee coherent levels of service throughout the passenger experience. Dambagolla and Sumanasiri (2020), which seeks to establish how service quality makes a difference in passenger satisfaction at or among the Sri Lanka’s main and largest airport. In light of the above review of the literature, the following is recognized. In this paper, the authors apply the SERVQUAL model to identify five dimensions of service quality originating from the results of the Likert-scale examination of 150 passengers. From the study, the authors establish that facets like reliability, responsiveness, and empathy have a positive impact on passengers’ satisfaction, therefore, the airport management must pay special attention to these areas to improve on the general experience. But since the choice of the participants was limited to thirty people, this study is encouraging to extend it to a larger group of randomly chosen participants. According to Hejazi et al., (2021), investigated passenger satisfaction and service quality at Saudi Arabia's international airports through a comprehensive survey of 384 passengers. The study employed the SERVQUAL model to analyze five service quality FT-CRD-113-00 | STI College 8 dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Their research revealed significant gaps between passenger expectations and actual service delivery across all dimensions, with tangibility and reliability showing the largest discrepancies. Staff behavior and competence emerged as crucial factors affecting overall service quality perception. The researchers emphasized that improving airport service quality is vital for Saudi Arabia's aviation sector development and its broader economic diversification goals. Their findings suggest that airport authorities should prioritize staff training, modernize facilities, enhance service reliability, and implement more efficient operational procedures. As reported by Halpern & Mwesiumo (2021), an analysis of 2,278 online passenger ratings of airports around the world reveals that service failures, especially related to staff and queueing times, drastically decrease the probability that a passenger will advocate for an airport. Using the multinomial logit model, it has been seen that while failure in terms of service provided like shopping and Wi-Fi services causes less relative impact, any form of failure at any point in the airport's service chain lowers the probability that a passenger can become a promoter. Interestingly, passenger and airport characteristics did not significantly influence the likelihood of a passenger being a promoter, highlighting that service experience itself plays a more pivotal role in shaping passenger loyalty and satisfaction. As elaborated in the study of Powell et al., (2023), signage and direction are among the most essential elements of wayfinding in airports, considering the current growing number of passengers and the fact that the facilities of the airport became more complex. The study provide a valuable context to the results of Table 4, showing that passengers rank signage and directions as the most important tangible quality services. This paper focuses on the development process of navigation technology from its traditional static signage to current innovations such as mobile applications and robotic guides. FT-CRD-113-00 | STI College 9 F. Theoretical/Conceptual Framework SERVQUAL Theory Figure 1. SERVQUAL Framework As stated by Parasaruman, Zeithaml, and Berry (1985), the perceived quality was defined in the model as the distinction between the consumers expectations as well as perceptions, which in turn depends on the size and direction of each gap that is correlated with delivering the quality of service on the marketer's side. SERVQUAL has consequently assisted the various companies to achieve genuine, sustainable competitive advantages. Customers perception doesn’t only come through a single factor; it comes from a host of bestowing factors that a service marketer should determine accordingly. The main goal of this study is to distinguish the area of service quality within Clark International Airport (CRK). Numerous theories were served as a basis for this research, and service quality is the primary theory. The service quality will help the researchers to determine the passengers’ perception and experiences towards the services and facilities that can be used as an alternative gateway airport in the country. Moreover, investigating the facilities and the service quality of the airport has played a significant role in this study. FT-CRD-113-00 | STI College 10  The tangible quality consists of physical facilities, materials, and equipment that were extensive and characterized the appearance of the organization as stated by Fitzsimmors (2001, as cited by Brochado et al., 2019). This dimension shows the ‘face’ of the organization as well as its workforce, primarily to the new customers. Reliability quality is the dimension with a great height of influence through customer’s perception in terms of quality. This dimension was increasingly important aspect especially on airline industry sector, in order to fulfill its promises regarding on its service provisions, pricing, and resolutions on problems based by Wilson et al., (2008, as cited by Brochado 2019). Moreover, the Responsiveness quality pertains as a simple willingness to come up with a service with various scenarios, such as customer service in hotels. This dimension has the necessity to customize, innovate, communicate, and focus to the idea about flexibility through training as indicated by Johnston (1997, as cited by Brochado 2019). Furthermore, the Assurance quality is a crucial dimension for those with a high risk services precisely on to the uncertainties that were involved. The Empathy quality is associated to the attention of the individuals as well as to care on each customer, the best effort will acknowledge their perspective. Expectation Confirmation Theory (ECT) Figure 2. Expectation Confirmation Framework FT-CRD-113-00 | STI College 11  The expectation confirmation theory (ECT) was develop through the research domains regarding on the customer research and social psychology. The theory was introduced first through the study on consumers’ satisfaction and consumers’ decision making process (Richard L. Oliver, 1980). The formation of expectations was formed based on the consumers’ initial expectations regarding on a specific product or services in order to purchase based on their knowledge and preceding experience. On the other hand, the perceived performance is a subjective measurement of the performance, responsiveness, as well as the reliability. The consumers evaluate the perceived performance of the product or service on the consumers’ initial expectations. There are three possibilities that can lead to disconfirmation: Perceived Product Performance > Expectations = Positive Disconfirmation Perceived Product Performance < Expectation = Negative Disconfirmation Perceived Product Performance = Expectation = Simple Confirmation. The ECT shows that the consumers satisfaction was generated through the belief or disbeliefs that were generated as an output from the assessment of the performance against on the expectation. The purpose of the Expectation Confirmation Theory (ECT) in this study is to further assess the passengers' perceptions towards the service quality that Clark International Airport offers, by evaluating whether the Clark International Airport will meet, exceed, or will fallen short of the initial expectations of the passengers. The researchers will utilize the ECT to better understand how passengers' satisfaction is influenced by their pre-travel expectations towards the airport. The researchers can determine the level of satisfaction as well as identify the key areas that needs an enhancement by analyzing if the perceived performance of Clark International Airport will align with the passengers' initial expectations. FT-CRD-113-00 | STI College 12 CONCEPTUAL FRRAMEWORK The Input-Process-Output Model, as indicated below, was put to utilize as the conceptual framework in the research. The IPO explores the factors influencing passenger perception of Clark International Airport (CRK) as an alternative gateway to Ninoy Aquino International Airport (NAIA) in Manila. It examines how various aspects of the airport experience contribute to passengers' overall satisfaction and their willingness to choose CRK over NAIA for future travel. The IPO model specified the overall framework along with guidance for the research. The researchers constructed the following model by connecting the data points of this study to the IPO model. Figure 3. Conceptual Framework The Input (I) column consists of references materials like Journals, Aritcles, Legal Materials, and other online sources; Survey results, problems encountered and respondents of the study. The Process (P) part consists of the evaluation materials such as data gathering through survey questionnaires, analysis of data and assessment of results and presentation FT-CRD-113-00 | STI College 13 of data to determine the passengers’ perception in Clark International Airport as an alternative to Ninoy Aquino International Airport The Output (O) of the study is to determine the perception of passengers of Clark International Airpoort as an alternative of Ninoy Aquino International Airport. FT-CRD-113-00 | STI College 14  CHAPTER II METHODS Method of Research This study will employ the descriptive survey method. The descriptive research process extends beyond simply collecting data. The researchers will prepare questions to ask the respondents, and the gathered data will be used to determine the passengers' perception. According to Davis et al., (2000 as cited by Ollor and Uhiene 2020), to measure specific characteristics, quantitative research design is structured by questionnaires which can be use to identify the results. The approach used in this study is descriptive research design was utilized to gather data on passengers. This will serve a comprehensive picture of the study, utilize a range of data collection, identifying and documenting trends, and it will make a detailed documentation of current conditions. By analyzing the responses, the researchers will have a comprehensive overview of passengers’ perception to Clark International Airport as alternative gateway airport. To measure specific characteristics, quantitative research design is structured by questionnaires which can be used to identify the results. Structured questionnaire will determine the perception of passengers in Clark International Airport for being alternative airport of Ninoy Aquino International Airport. This survey included the passenger’s perception through service quality, customers satisfaction, and challenges that they encountered. Sources of Data This study constof two sources of data which are the primary and the secondary data. The primary data in this study will be obtained by the respondents through FT-CRD-113-00 | STI College 15 the survey questionnaires in this study. On the other hand, the secondary data on this study were gathered through articles, journals, and news. Sampling Technique The researchers gathered the data from a total of 400 respondents from Metro Manila using Convenience sampling, a non-probability sampling method where data is collected from easily access and available group of people. Metro Manila were chosen as study subjects because they reflect a broader range of experiences and perspective to information about the service quality provided. We also chose domestic travelers as they are likely to have a firsthand experience, and international travelers because of diverse perspectives regarding airport experiences which may be different to domestic travelers. The initial target population for this study was passengers at Ninoy Aquino International Airport, however due to logistical constraints the respondents was change from various location within Metro Manila. Individuals who participated in the convenience sampling are only those who are "readily available and willingness" and are mostly determined by the researcher's ease of access. The criteria used in the choice of respondents are: 1. Domestic Travelers 2. International Travelers 3. Passengers who can and are willing to provide information from their knowledge and experience. Respondents of the Study The study's participants are four hundred (400) passengers from various locations within Metro Manila. These are the respondents that reflects a broader range of experiences and perspective to respond to the study's problem. FT-CRD-113-00 | STI College 16 Research Instruments To collect the needed information, the researcher designed a questionnaire that has a demographic profile and three sections developed using the Likert scale. The Likert scale is a measurement that has a four selection that contains an agreement or disagreement, this measurement will allow the respondents to choose one option that is suitable to their own point of views. Weight Mean Range Verbal Rating 4 3.25 – 4.00 Strongly Agree 3 2.50 – 3.24 Agree 2 1.75 – 2.49 Disagree 1 1.00 – 1.74 Strongly Disagree Table 1. Likert Scale 1. Part I. Demographic profile The 1st part of research instrument consists of respondents’ demographic profile in terms of age, sex, and the frequency of travel per year. 2. Part II. Perceptions of the Passengers towards the service quality of Clark International Airport. The 2nd part of the questionnaire is the level of agreement or disagreement of the passengers’ perceptions on service quality of Clark International Airport in terms of Tangible, Reliability, Responsiveness, Assurance, and Empathy. 3. Part III. Evaluating Passengers’ Expectations and Perceived Performance of Clark International Airport based on its service quality available. The 3rd part of the questionnaire is the level of agreement or disagreement in terms of the expectation and perceived performance in line with the service quality available at Clark International Airport. FT-CRD-113-00 | STI College 17 4. Part IV. Perceived challenges that passengers might be encounter in Clark International Airport The 4th part of the questionnaire is the level of agreement or disagreement which contains airport services such as runway efficiency, check-in process, dining options that may affect the passengers’ overall experience. Validation of the Research Instrument The validation of a research instrument is crucial in this research paper, in order to find out if the main purpose of the research questions has been arranged in a reliable and legitimately manner, as well as to come up with an information that is applicable to the general objectives of the study. The researchers have consulted the specialists in order to have a guidance and to guarantee the validation of the survey questionnaires that will provided to the respondents. Mr. Jerome P. Dumlao the Program Head of Business Management at the Polytechnic University of the Philippines and the statistician for this research, has served as a validator in order to enhance and to clarify the statement of the problem and survey questionnaires of the study. As a research statistician he defined some of the grammatical errors that he found in the research paper and he put some revisions to the particular parts of the research paper in order to enhance the understanding while ensuring a simpler comprehension. Dr. Manolito Tangan a Faculty Member from Research Department at the Polytechnic University of the Philippines, has also served as a validator and is responsible for analyzing and assessing the survey questionnaires and statement of the problem of the research paper. He correctly evaluates the accuracy of the research questionnaires he also determines the parts that are needed an improvement in the research paper. Ms. Athena Y. Jacinto, STI College – Sta. Mesa professor for Tourism and Hospitality Management at STI College Cubao, have attained the role as the last validator for the research questionnaire. She is responsible for the approval and in-depth FT-CRD-113-00 | STI College 18 evaluation of all the updated papers complied by the two initial validators. Ms. Jacinto further review some of the errors that needed to enhance. Data Collection Method The primary instrument for gathering data that is needed is survey questionnaire. The researchers used self-administered survey questionnaire in gathering the necessary information in completing the study. The survey approach is used in descriptive research, such as this study. This method is a systematic approach of gathering data from a certain target population. 1. Formulate a survey questionnaire. 2. Consult research advisers and research validators regarding the alignment of the survey questionnaires. 3. Produce a consent letter signed by the research adviser, coordinator, and STI head office. 4. Survey 400 respondents from various locations within Metro Manila. 5. Submit the answered survey questionnaires to statisticians. 6. Get the results of the survey questionnaires. 7. Presentation of data in tabular and textual format. Weighted Mean Frequency and percentage. The frequency and percentage distribution were used to determine the profile of the respondents. It is defined by the formula: Where: P= percentage N= number of cases or total sample F= frequency x 100= constant FT-CRD-113-00 | STI College 19  Weighted Mean To identify the passengers’ perception towards the service quality available in Clark International Airport, expectations and perceived performance, and the challenges and hindrances might be encountered the formula was used: Wx=(∑fw)/n Where: Wx= weighted mean f=frequency w=weight n=total number of respondents FT-CRD-113-00 | STI College 20  CHAPTER III RESULTS f % 18 – 20 54 13.27 21 – 30 180 44.23 31 – 40 102 25.06 41 – 50 49 12.04 Above 50 22 5.40 Total 407 100 % Table 2. Demographic Profile of the Respondents According to Age Table 2 shows that out of 407 respondents, 180 were classified as 21-30 years old or 44.23% of the total. 102 of those who participated in the interview or 25.06% fell into the 31-40 age bracket. Ranked third with 13.27% or 54 respondents was age bracket 18-20 years old. The age bracket 41-50 had 49 respondents or 12.04% while the age bracket with the lowest number was Above 50 with 22 or 5.40% According to Shiwakoti et al., (2022), the age group having the highest number of poll respondents is 21-30 years from Vietnam to Australia route, and this same age group also travels significantly by air. The study gives a useful insight since 21-30 years-old air travelers are also reported to be the most frequent ones, as observed in Table 2. As stated, it is most probably because of educational achievement and career stage. The study also reports that people with higher qualification levels are more likely to consider air travel as safer, perhaps because they often travel for work. Many in this age also begin early career activities like work-related travel and business. The age also might find the time and money to pay for leisure travel due to lesser responsibilities. Thus, it may be understood that free time, higher education and an early career, more frequent air travel would occur for individuals within the 21-30 years of age range. FT-CRD-113-00 | STI College 21  f % Male 187 45.95 Female 220 54.05 Total 407 100 % Table 3. Demographic Profile of the Respondents According to Sex Table 3 reflects the sex of the respondents. 220 of them or 54.05% were female. Of the total, 187 or 45.95% were male. As stated by Guofeng, M. and Junyi, M. (2022), the passengers' experiences with an airport brand form a sensory, emotional, and physical connections. Airport brands may become a part of the journey of the passengers by involving the passengers and enhancing their experiences in an airport. On top of that, females have a higher tendency to engage in travelling into various destinations. Women are perceivable have a significant preference towards new perspectives which can be obtained through travelling. Women are also frequently have a higher tendency to explore the wide range of activities through international travel, which includes associating with peoples from diverse cultures, indulging unique cuisines, and travelling into unfamiliar places. (Silveira, T. 2019). f % 3 time or less 314 77.15 4 – 6 times 77 18.92 7 – 9 times 11 2.70 10 – 12 times 3 0.74 More than 12 2 0.49 Total 407 100 % Table 4. Demographic Profile of the Respondents According to Frequency of Travel Table 4 illustrates the respondent’s profile according to frequency of visit. 314 of the respondents or 77.15% reported that they have visited the place 3 times or less. 18.92% or 77 of them said that they have been there 4-6 time before. 11 participants or 2.70% were visitors there for 7-9 times. 3 of them or 0.74 were there 10-12 times prior. Finally, only 2 of those interviewed have encountered Clark International Airport more than 12 times. FT-CRD-113-00 | STI College 22  In the research conducted by Al-Qahtani and Alshehri (2020), they explored the characteristics of airport users to be able to analyze the history of how often passengers visited certain airports and the elements affecting their visits. It was found out that most of the passengers tend to visit three or fewer times which is similar to the findings shown in Table 4 above. For most of the travelers such restrictions and limited visits were directly associated with the types of travels needs or nature of their travel like occasions or one off- trips such as touristic ventures or rare business tours. Nevertheless, there were categories of passengers who used the airport on a more frequent basis as a result of their business relations or personal affiliations in the area, such as spouses, family, professional ties or business partners. PART 1 - What are the perceptions of the passengers on service quality of Clark International Airport in terms of Tangible, Reliability, Responsiveness, Assurance, and Empathy? Verbal Mean Interpretation The check-in counter and departure area within the airport is well-maintained and 3.10 Agree sufficient to cater the passengers. The signages and directions information 3.11 Agree within the airport are easy to follow. The cellphone and laptop charging stations 2.95 Agree inside the airport are all working. The restrooms in the airport are hygienic 2.97 Agree and comfortable to use. Grand Mean 3.03 Agree Table 5. Passengers Perception of Service Quality of Clark International Airport in Terms of Tangible Table 5 reveals the passengers’ perceptions of service quality in terms of tangible. The statement “The signages and directions information within the airport are easy to follow.” received the highest mean of 3.11, with verbal interpretation of Agree. Next highest mean was given to the statement “The check-in counter and departure area within the airport is well-maintained and sufficient to cater the passengers.” with 3.10 or Agree. The statement “The restrooms in the airport are hygienic and comfortable to use.” garnered FT-CRD-113-00 | STI College 23 a mean of 2.97, Agree. Lowest mean went to the statement “The cellphone and laptop charging stations inside the airport are all working.” with 2.95 or Agree. Grand mean was 3.03, Agree. As explored by Powell et al., (2023), signage and direction are among the most essential elements of wayfinding in airports, considering the current growing number of passengers and the fact that the facilities of the airport became more complex. The study provides a valuable context to the results of Table 5, showing that passengers rank signage and directions as the most important tangible quality services. This paper focuses on the development process of navigation technology from its traditional static signage to current innovations such as mobile applications and robotic guides. This shows the fact that passengers often consider one of the most critical aspects of airport service quality, especially for infrequent travelers who are unfamiliar with the airport layout and rely only to signages and direction for wayfinding. Clearly, to help people find their way around an airport was through signage and direction that could provide people with specific information. This approach toward wayfinding affects service quality directly because it allows individuals to get wherever they may be going without feeling the stress of it all. A smooth, worry-free travel experience will benefit overall perception of airport service quality. Verbal Mean Interpretation The flight information that was displayed on the airport is clear and accurate. 3.12 Agree The ground personnel at the airport ensures to give the passengers proper assistance 3.05 Agree regarding the problems that they encountered on the flight schedules. The baggage porter service assistance at 2.96 Agree the airport is timely and efficient. Grand Mean 3.04 Agree Table 6. Passengers Perception of Service Quality of Clark International Airport in Terms of Reliability FT-CRD-113-00 | STI College 24  Table 6 shows the passengers’ perception of service quality in terms of reliability. The statement “The flight information that was displayed on the airport is clear and accurate.” received the highest mean of 3.12, with verbal interpretation of Agree. Next highest mean was given to the statement “The ground personnel at the airport ensures to give the passengers proper assistance regarding the problems that they encountered on the flight schedules.” with 3.05 or Agree. Lowest mean went to the statement “The baggage porter service assistance at the airport is timely and efficient.” with 2.96 or Agree. Grand mean was 3.04, Agree. Based on the study of Wahab et al., (2023), the services within the airport includes the widespread dissemination flight information’s to the passengers. The flight information display system is crucial for providing the passengers the details regarding the flight details. The main purpose of the study is to establish a web-based flight information display system that will provide the passengers with the flight-related information. It aims to develop the satisfaction, comfort, and the accessibility to flight information to the passengers. The impact of this will help to ease the workload of staffs within the airport in case of any disruptions regarding the flight information display system that were displayed on monitors inside the airport terminals and gate points. Verbal Mean Interpretation The airport staff quickly assists the 2.95 Agree passengers’ inquiries. The medical staff within the airport proactively assists the senior citizens and 2.96 Agree PWD passengers. The airport staff promptly resolve the 2.84 Agree passengers’ issues. Grand Mean 2.92 Agree Table 7. Passengers Perception of Service Quality of Clark International Airport in Terms of Responsiveness FT-CRD-113-00 | STI College 25  Table 7 presents the passengers’ perception of service quality in terms of responsiveness. The statement “The medical staff within the airport proactively assists the senior citizens and PWD passengers.” received the highest mean of 2.96, with verbal interpretation of Agree. Next highest mean was given to the statement “The airport staff quickly assists the passengers’ inquiries.” with 2.95 or Agree. Lowest mean went to the statement “The airport staff promptly resolve the passengers’ issues.” with 2.84 or Agree. Grand mean was 2.92, Agree. Based on the study of Kim and Choi (2020), the instant interventions of the airport employees in addressing the problems of passengers had a great impact on passenger satisfaction. It indicated in the study that fast actions particularly on medical and mobility concern requests are essential in the delivery efficiency of service quality, however, passenger confidence is obtained when their requests are attended to as quickly as possible. In the same context, Singh and Pandey (2019) shared that there are also service quality measures on the swift response on customer hotlines and quick resolution of problems emphasized that there is a necessity of responsiveness in an airport service. It is apparent from the studies so far conducted that responsiveness is one essential aspect of service quality that creates passenger trust and satisfaction in an airport because support is available when needed and it encourages efficient travel. Verbal Mean Interpretation The airport staff ensures to have a clear communication with the passengers in 3.02 Agree order to have a trustworthy and efficient travel experience. The airport security ensures the safety of 3.06 Agree the passengers. The airport staff are consistently 2.97 Agree prioritizing the passengers’ needs. Grand Mean 3.02 Agree Table 8. Passengers Perception of Service Quality of Clark International Airport in Terms of Assurance FT-CRD-113-00 | STI College 26  Table 8 depicts the passengers’ perception of service quality in terms of assurance. The statement “The airport security ensures the safety of the passengers.” received the highest mean of 3.06, with verbal interpretation of Agree. Next highest mean was given to the statement “The airport staff ensures to have a clear communication with the passengers in order to have a trustworthy and efficient travel experience.” with 3.02 or Agree. Lowest mean went to the statement “The airport staff are consistently prioritizing the passengers’ needs.” with 2.97 or Agree. Grand mean was 3.02, Agree. As stated by Parasuman, Zeithaml, and Berry (1985, as cited by Ltd, A. A., 2023) the customers are capable to believe in the firm's services due to the assurance quality which was considered through professional services, an outstanding technical expertise, a courtesy attitude, and an effective communication skill. According to IATA (2023), the security within the air transport is crucial to manage appropriately since the aviation industry places an emphasis on the security, which penetrates in all aspect of the operations. It is perceived that the airport operators are primarily responsible for protecting the passengers. Ensuring a secure environment involves everyone and a positive culture security. Mean Verbal Interpretation Passengers receive a caring and helpful attitude from the airport staff. 2.98 Agree The airport staff shows respect towards the 3.05 Agree passengers. The airport staff seems exerting an effort to 3.02 Agree address the passengers needs and concerns. Grand Mean 3.02 Agree Table 9. Passengers Perception of Service Quality of Clark International Airport in Terms of Empathy Table 9 illustrates the passengers’ perception of service quality in terms of empathy. The statement “The airport staff shows respect towards the passengers.” received the highest mean of 3.05, with verbal interpretation of Agree. Next highest mean was given to the statement “The airport staff seems exerting an effort to address the passengers’ needs FT-CRD-113-00 | STI College 27 and concerns.” with 3.02 or agree. Lowest mean went to the statement “Passengers receive a caring and helpful attitude from the airport staff.” with 2.98 or Agree. Grand mean was 3.02, Agree. Being present, engaging, and understanding all aspects of the SERVQUAL model gives people an understanding and practice of empathy. Services with empathy refer to the attitude and behavior of staff with their passengers. Loyal clients like to associate themselves with a service that reflects empathy and honesty because these clients have the desire to develop a mutual understanding in the business relationship (Dambagolla and Sumanasiri, 2020). These services must be received by the employees in a cordial and personal manner, as well as with respect and politeness towards customers. The way management looks after customers' needs, treating all fairly with standard excellent service, is indicative of sympathy. It is also interpreted as the desire of the organization to hear from its customers. Critical Indicators Weighted Mean Verbal Interpretation Rank Tangible 3.03 Agree 2 Reliability 3.04 Agree 1 Responsiveness 2.92 Agree 4 Assurance 3.02 Agree 3 Empathy 3.02 Agree 3 GRAND MEAN 3.66 Agree Table 10. Summary of Assessment in Passengers’ Perception on service quality of Clark International Airport Table 10 illustrates the summary of assessment on passengers’ perception in terms of service quality available at Clark International Airport. Based on the passenger’s assessment on service quality as to the above-said variables, Reliability received the highest weighted mean of 3.04, with verbal interpretation of agree. Tangible scored 3.03 weighted mean (agree). Assurance and Empathy shared the same weighted mean with 3.02 (agree). Lastly, Responsiveness scored the lower weighted mean of 2.92 (agree). FT-CRD-113-00 | STI College 28  As elaborated in the study of Daya, N. (2023), the airport terminal is the one that facilitates the passengers when traveling from land to air. This study seeks to determine the three main variables including the airport service quality, airport experience, and destination revisit. Through conducting a survey about the service quality that are provided by an airport facility it can determine the passengers' perceptions. The relevance, aims to expand the understanding in terms of the composite operations of an airport terminal facility. PART 2 - What are the passengers’ perception on Clark International Airport as an alternative gateway airport in terms of expectations and perceived performance? Verbal Mean Interpretation I expect Clark International Airport to provide high quality services. 3.44 Strongly Agree I expect Clark International Airport to 3.45 Strongly Agree provide good amenities and facilities. I expect Clark International Airport will 3.42 Strongly Agree have better connectivity to city centers. Grand Mean 3.43 Strongly Agree Table 11. Passengers’ Perception on Clark International Airport in Terms of Expectations Table 11 presents the perceptions of the passengers on Clark International Airport as an alternative gateway airport in terms expectations. The statement “I expect Clark International Airport to provide good amenities and facilities.” received the highest mean of 3.45, with verbal interpretation of Strongly Agree. Next highest mean was given to the statement “I expect Clark International Airport to provide high quality services.” with 3.44 or Strongly Agree. Lowest mean went to the statement “I expect Clark International Airport will have better connectivity to city centers.” with 3.42 or Strongly Agree. Grand mean was 3.43, Strongly Agree. FT-CRD-113-00 | STI College 29  In accordance with Nugroho et al., (2021), which surveyed Indonesian airports with a number of passengers, their expectations were rated highly, particularly concerning the quality of services and the presence of useful infrastructures. This concurs with the data presented in Table 11, which shows that Clark International Airport scored highly on the provision of services that met customers’ expectations in these aspects. So, travelers who have high expectations for services are likely to have a favorable attitude towards the airport, as the provision of these services caters for their need for a pleasant and efficient travel experience. Verbal Mean Interpretation I perceive that the service quality offers at Clark International Airport meets my 3.37 Strongly Agree expectations. I perceive that the staff at Clark International Airport exceeds my 3.37 Strongly Agree expectations in providing better assistance. I perceive that Clark International Airport meets my expectations in terms of the level 3.34 Strongly Agree of services offered. Grand Mean 3.36 Strongly Agree Table 12. Passengers’ Perception on Clark International Airport in terms of Perceived Performance Table 12 exhibits the perceptions of the passengers on Clark International Airport as an alternative gateway airport in terms perceived performance. The statements “I perceive that the service quality offers at Clark International Airport meets my expectations.” and “I perceive that the staff at Clark International Airport exceeds my expectations in providing better assistance.” shared the highest mean of 3.37, with verbal interpretation of Strongly Agree. Lowest mean went to the statement “I perceive that Clark International Airport meets my expectations in terms of the level of services offered.” with 3.34 or Strongly Agree. Grand mean was 3.36, Strongly Agree. FT-CRD-113-00 | STI College 30  In line with Mainardes, E.W.; De Melo, R.F.S.; Moreira, N.C. (2021), managing the passengers' satisfaction and the airport image is a crucial aspect for airport quality service. An airport, as a public service facility is also expected to operate autonomously in order to provide the passengers an efficient and high-quality assistance. Due to the fact that passengers' perception towards quality are typically associated with the efficient processes, short brief on waits times, and the positive attitude of the service staff in the processing area. As explicated in the study of Booranakittipinyo (2020), the study points out what factors drive passenger satisfaction. Particularly, the interaction with service staff is one of the key factors of driving passenger satisfaction in the airports. It identified specially that attentiveness and helpfulness of the airport staff got the highest result and that passenger experiences of service of airports in Don Muang International Airports are very good. These findings provide a better is align to the survey results conducted in table 12, wherein a vast number of respondents perceived that Clark International Airport exceeds their expectations in terms of better assistance. Attentiveness and the helpfulness of airport staff contribute well towards better assistance in several areas. First, the attentiveness of staff makes sure that customer demands are met immediately to reduce problems for better and more enjoyable travel experience. Helpful staff members also go with personalized service. In turn, it gives better overall satisfaction with the services of the airport in relation to better assistance of staff. Critical Indicators Weighted Mean Verbal Interpretation Rank Expectations 3.43 Strongly Agree 1 Perceived Performance 3.36 Strongly Agree 2 GRAND MEAN 3.66 Agree Table 13. Summary of Assessment in Passengers’ Perceptions on Clark International Airport Based on the Service Quality Available Table 13 presents the summary of assessment in terms of expectations and perceived performance of the passengers at Clark International Airport. The Expectation FT-CRD-113-00 | STI College 31  got the highest weighted mean with 3.43, verbally interpreted as Strong Agree, and rank as 1st. Followed by the lowest weighted mean is the Perceived Performance with 3.36, verbally interpreted as strongly agree. According to Mikuličić et al., (2024), the ability of an organization to meet exceeding the expectations of its customers is known as service quality (SQ). It is determined by evaluating the customer's assessment of the performance's delivery with the expected performance. Several factors, such as reliability, security, adaptability, convenience, and empathy, are used to assess the quality of services. The gap between their expectations and how they perceive the service is reflected in these dimensions. Service quality, according to Dewa, measures how effectively an organization's quality of service satisfies customer demands. It means being aware of what the customer expects, to ensure that the products and services of a business satisfy its customers, standards must be developed, monitoring systems must be put in place, technology must be used, and changes have to be implemented regularly. PART 3 - What are the perceived challenges and hindrances might be encountered by the passengers of Clark International Airport? Verbal Mean Interpretation The passenger and runway efficiency significantly impacts my overall 3.32 Strongly Agree experience. The check-in process is smooth and efficient movements in airport terminals 3.21 Agree particularly during busy travel hours which improved overall travel experience. There are various dining options when it comes to variety and quality in airport, 3..26 Strongly Agree particularly during peak travel hours, which impacts my whole travel experience. Grand Mean 3.26 Strongly Agree Table 14. Challenges Encountered by the Passengers at the Clark International Airport FT-CRD-113-00 | STI College 32  Table 14 introduces the challenges encountered by the passengers at the Clark International Airport. The statement “The passenger and runway efficiency significantly impact my overall experience.” received the highest mean of 3.32, with verbal interpretation of Strongly Agree. Next highest mean was given to the statement “There are various dining options when it comes to variety and quality in airport, particularly during peak travel hours, which impacts my whole travel experience.” or Agree. Lowest mean went to the statement “The check-in process is smooth and efficient movements in airport terminals particularly during busy travel hours which improved overall travel experience.” with 3.21 or Agree. Grand mean was 3.26, Strongly Agree. Anderson and Fornell (2020), found that on-time delivery of service has a great impact on customer satisfaction of service in the travel sector also showed that punctuality resulted not only in direct implications toward the immediate experience of a passenger but also indirect influence in overall perceptions of the service quality and flight delay exacerbates frustration and distracts passengers from satisfaction of them. Controlling and prevention of delays and cancellations greatly affect the level of satisfaction of passengers. According to Oliveira and Santos (2021), stated that clear communication and on time problem solving during flight delays are key for maintaining high levels of passenger satisfaction. They further argued that effective management of delays involves not only solving immediate issues but also ensuring information is clearly and timely provided to passengers. This approach reduces passenger anxiety and dissatisfaction. Weight Mean Range Verbal Rating 4 3.25 – 4.00 Strongly Agree 3 2.50 – 3.24 Agree 2 1.75 – 2.49 Disagree 1 1.00 – 1.74 Strongly Disagree Table 15. Likert Scale FT-CRD-113-00 | STI College 33  CHAPTER IV DISCUSSION SUMMARY OF FINDINGS 1. Profile of The Respondents 1.1. The highest result in terms of age with 407 respondents were classified as 21-30 years old or 44.23% of the total. 102 of those who participated in the interview or 25.06% fell into the 31-40 age bracket. Ranked third with 13.27% or 54 respondents was age bracket 18-20 years old. The age bracket 41-50 with the lowest number was above 50 with 22 or 5.40%. 1.2. In the category of sex, the highest percentage were female with 220 respondents or 54.05%. Following by male with 187 respondents or 45.95% of the total number. 1.3. In the category of frequency of travel, 314 or 77.15% of the respondents traveled 3 times or less. Followed by 18.92% or 77 of the respondents said that they traveled 4-6 times before. 11 participants or 2.70% traveled 7-9 times. Finally, the lowest number, with 2 of those interviewed traveled more than 12 times. 2. Assessment of Passengers’ Perception of Service Quality at Clark International Airport 2.1. Tangible. The statement “The signages and directions information within the airport are easy to follow.” received the highest mean of 3.11, with verbal interpretation of Agree. Lowest mean went to the statement “The cellphone and laptop charging stations inside the airport are all working.” with 2.95 or Agree. 2.2. Reliability. The statement “The flight information that was displayed on the airport is clear and accurate.” received the highest mean of 3.12, with verbal interpretation of Agree. Lowest mean went to the statement “The baggage porter service assistance at the airport is timely and efficient.” with 2.96 or Agree. 2.3. Responsiveness. The statement “The medical staff within the airport proactively assists the senior citizens and PWD passengers.” received the highest mean of 2.96, verbal interpretation of Agree. Lowest mean went to the statement “The airport staff promptly resolve the passengers’ issues.” with 2.84 or Agree. FT-CRD-113-00 | STI College 40 2.4. Assurance. The statement “The airport security ensures the safety of the passengers.” received the highest mean of 3.06, with verbal interpretation of Agree. The lowest mean went to the statement “The airport staff are consistently prioritizing the passengers’ needs.” with 2.97 or Agree. 2.5. Empathy. The statement “The airport staff shows respect towards the passengers.” received the highest mean of 3.05, with verbal interpretation of Agree. 3. Evaluated Passengers’ Perception on Clark International Airport Based on the Service Quality Available 3.1. Expectation. The statement “I expect Clark International Airport to provide good amenities and facilities.” received the highest mean of 3.45, with verbal interpretation of Strongly Agree. Lowest mean went to the statement “I expect Clark International Airport will have better connectivity to city centers.” with 3.42 or Strongly Agree. 3.2. Perceived Performance. The statement “I perceive that the service quality offers at Clark International Airport meets my expectation.” and “I perceived that the staff at Clark International Airport exceeds my expectations in providing better assistance.” shared the highest mean of 3.37, with verbal interpretation of Strongly Agree. Lowest mean went to the statement “I perceive that Clark International Airport meets my expectations in terms of the level of services offered.” with 3.34 or Strongly Agree. 4. Challenges. The statement “The passenger and runway efficiency significantly impact my overall experience.” received the highest mean of 3.32, with verbal interpretation of Strongly Agree. Lowest mean went to the statement “The check- in process is smooth and efficient movements in airport terminals particularly during busy travel hours which improved overall travel experience.” with 3.21 or Agree. FT-CRD-113-00 | STI College 41 CONCLUSION 1. The findings of the study revealed that most of the respondents are 21–30 years old or young adults, most of them are starting their careers, have more financial freedom, and also often travel for work-related reasons. Moreover, in terms of demographic profile according to sex, the most travelers are female as seen on the findings, since they have more inclination to travel for personal growth more than males. Additionally, the findings revealed that most of the respondents frequently travel 3 times or less per year, due to the time limitations and personal preferences. 2. Majority of the respondents agree in terms of the service quality available. (1) Tangible. The researchers conclude that physical facilities of an airport such as clear signages and directions affect the positive perception of passengers to Clark International Airport. (2) Reliability. The researchers conclude that clear and accurate flight information affects the positive perception of passengers to CRK. (3) Responsiveness. The researchers conclude that the medical staff who prioritize senior citizens and PWD impacts the positive perception of passengers to CRK. (4) Assurance. The researchers conclude that airports security impacts the positive perception of passengers to CRK. (5) Empathy. The researchers conclude that respectful airport staff shapes passengers' positive perception to CRK. Therefore, the researchers conclude that passengers perceive CRK as a positive travel experience due to its service quality in terms of tangible aspects, reliable information, responsive staff, assurance of safety, and empathetic treatment. 3. Most of the passengers shows a strong agreement on their perception towards Clark International Airport in terms of Expectations and Perceived Performance based on the service quality available. (1) As seen on the findings, the passenger has strongly agreed on the expectations regarding the amenities and facilities of CRK, high FT-CRD-113-00 | STI College 42  quality services in CRK, and having better connectivity to city centers. (2) The respondents have the same rating in terms of the perceive service quality at CRK, meets their expectations, and the perceive expectations on CRK's staff to provide better assistance, the perceive expectations on CRK to meet their expectations in terms of the levels of services offered to passengers. In general, all the categories reflect a common aspect that passengers tend to expect from the viability of CRK as alternative airport. 4. The majority of the respondents shows an emphasis agreement to the perceive challenges and hindrances they might be encountered on Clark International Airport regarding the passenger and runway efficiency, various dining options when it comes to variety and quality in airport particularly during peak travel hours, and the check-in process during busy travel hours that impacts their overall experience. (1) When the passenger and runway are efficient, the passengers can entirely have a smoother journey on the check-in to boarding travel experience. (2) Having a diverse quality dining options for the passengers can significantly enhance the passengers' experience within the airport. (3) The passengers' experience on smooth check-in process and efficient movement within the airport terminals can particularly enhance the satisfaction and the perception of the passengers within the airport. RECOMMENDATION 1. Based on the findings, individuals who are 50 years old and above are the least travelers with a result of 5.40%. Thus, the researchers recommend that the airport should offer the seniors a "travel assistance" in order to make the air travel for seniors much easier. On the other hand, the demographic profile of the respondents in terms of sex, the male received a 54.05% or a total of 187, and they are seen to have seldom inclination of traveling based on the findings. Therefore, the researchers recommend to tailor marketing campaigns that particularly target male travelers such as utilizing channels and messaging that caters their interests. FT-CRD-113-00 | STI College 43  2. In accordance with the results, the responsiveness quality has received the lowest mean with 2.92 grand mean. Hence, the researchers recommend that the airport should establish a comprehensive training programs such as customer service training in order to guarantee that the staffs within the airport will be trained in handling the passengers' issues. Since Clark International Airport have partnership with DNATA, the researchers recommend that CRK should collaborate also with 1Aviation since it has the ability to further improve the overall quality of services and the efficiency regarding the passenger services and baggage handling within the airport. This collaboration can provide the passengers a streamlined and responsive support by the airport staff, which can lead to a better travel experience for the passengers. 3. In line with the results. Perceived Performance received the lowest mean of 3.36. Therefore, the researchers recommend a comprehensive improvement plan centered on passengers' consistent experience. This focuses on giving a consistent high-quality service from arrival to departure. A real time feedback mechanism can be implemented to collect and monitor passengers' feedback related to areas that need improvement and changes, these include Kiosks survey to gain feedbacks quickly from the passengers for continuous improvement. Clark International Airport should collaborate with QuestionPro, a specialized feedback technology provider that will enable the real time feedback collection. Personalized service should also be developed to focus on passengers' preferences, it is to create a stronger brand image with modern and customer centric airports that values passenger experiences. 4. Based on the findings, the respondents' perceived challenges show an agreement to the smooth and efficient check-in movement particularly during busy travel hours at Clark International Airport. However, the statement also received the Lowest mean of 3.21, which opportunities for continuous improvement still remain. The researchers recommend to consider implementing Biometric Identification System for easier verification, this system caters facial recognition and fingerprint to enhance check-in efficiency and security system. It allows the passengers to proceed easily by speeding up the check-in process. reducing the wait times as this FT-CRD-113-00 | STI College 44 can help also to reduce lines of boarding passes and ID checks. Unlike manual verification. biometric offers a faster, efficient and smooth process creating a seamless flow for passengers. There are several companies in the Philippines that offer biometric systems that specialize with airport systems. The Clark International Airport collaborate with the Department of Information and Communications Technology (DICT) to propose the feasibility of Biometric Identification System by providing the technical requirements and standards for implementing the project. On the other hand, CRK can further collaborate with SITA Border Management as they will provide a high biometric technology that can significantly improve the passenger’s experience. 45 FT-CRD-113-00 | STI College Sta. Mesa 46