Home⇛Journal of Interdisciplinary Perspectives⇛vol. 2 no. 7 (2024)

Staff Responsiveness and Communication on Passenger Satisfaction: Bases for Passenger Service Satisfaction Framework

Hector T. Sorso Jr. | Neptune T. Tandog Jr.

Discipline: tourism, transport and travel

 

Abstract:

This study aimed to assess the impact of staff responsiveness and communication on passenger satisfaction, contributing to the development of a passenger service satisfaction framework for Godofredo P. Ramos Airport (Caticlan Airport) in Caticlan, Malay, Aklan. The study employed a descriptivecorrelational approach with four hundred fifty (450) passengers as respondents chosen through random sampling. Data were gathered using a researcher-constructed questionnaire. Statistical tools included frequency, percentage, mean, standard deviation, and Spearman’s rho correlation. Results revealed that most respondents were single, aged between 28-37, local, traveling 2-3 times annually, employed in private sectors, or as entrepreneurs with monthly incomes ranging from Php10,001 to Php50,000. Ground handlers or airline representatives were rated as "Moderately Responsive" but demonstrated "excellent" communication. Passenger satisfaction was found to be "very satisfied," with significant correlations between staff responsiveness/communication and satisfaction levels. These results imply that there is a need for the airline industry and airport management to consider staff responsiveness and communication as key factors in improving passenger satisfaction and to use this insight strategically for service enhancement, staff training, and policy development. The study suggests a framework for enhancing passenger service satisfaction that could be utilized by the airline industry and airport management.



References:

  1. Adeola, M M., & Adebiyi, S O. (2014, January 1). Service Quality, Perceived Value and Customer Satisfaction as Determinant of Airline Choice in Nigeria. SciPress Ltd., 20, 66-80. https://doi.org/10.18052/www.scipress.com/ilshs.20.66
  2. Abdul Rahim, Noor & Mohamad Nor, Mohamad Farhan Fitri. (2021). Global Business and Management Research. Global Business and Management Research: An International Journal. 13. 84-113.
  3. Agarwal, I., & Gowda, K R. (2021, January 1). The effect of airline service quality on customer satisfaction and loyalty in India. Elsevier BV, 37, 1341-1348. https://doi.org/10.1016/j.matpr.2020.06.557
  4. Albeshr, H., & Ahmad, S Z. (2015, March 3). Service innovation by Dubai International Airport: the battle to remain competitive. Emerald Publishing Limited, 5(1), 1-18. https://doi.org/10.1108/eemcs-06-2013-0111
  5. Al-Kwifi, O S., Frankwick, G L., & Ahmed, Z U. (2020, October 1). Achieving rapid internationalization of sub-Saharan African firms: Ethiopian Airlines' operations under challenging conditions. Elsevier BV, 119, 663-673. https://doi.org/10.1016/j.jbusres.2019.02.02
  6. Bezerra, G C L., & Gomes, C F. (2020, March 1). Antecedents and consequences of passenger satisfaction with the airport. Elsevier BV, 83, 101766-101766. https://doi.org/10.1016/j.jairtraman.2020.101766
  7. Copeland, B. (2022). What is the meaning of the descriptive correlational method? De Kooktips.
  8. Correia, A R., & Wirasinghe, S C. (2010, April 1). Level of service analysis for airport baggage claim with a case study of the Calgary International Airport. Hindawi Publishing Corporation, 44(2), 103-112. https://doi.org/10.1002/atr.113
  9. Iwara, E E., Inah, G B., Ushie, M A., & Itu, P O. (2020, November 26). Communication management: strategy for measuring hotel performance in Port Harcourt, Nigeria. De Gruyter, 10(2), 134-145. https://doi.org/10.2478/ejthr-2020-0011
  10. Kaur, R., Mei, C C Y., & Rahman, N A A. (2021, July 17). Spoken and Written Communication Needs of Aviation Management Trainees. , 3(3), 535-547. https://doi.org/10.46328/ijonses.235
  11. Lee, J., Graefe, A.R., Burns, R.C. (2004), Service quality, satisfaction, and behavioral intention among forest visitors. Journal of Travel and Tourism Marketing, 17(1), pp. 73–82.
  12. Liu, X. (2017, October 18). Overcommunication Strategies of Violating Grice’s Cooperative Principle in Ground Service. Canadian Center of Science and Education, 10(11), 162-162. https://doi.org/10.5539/elt.v10n11p162
  13. Nadimi, N., Mansourifar, F., Lori, H S., & Soltaninejad, M. (2023, May 28). How to Outperform Airport Quality of Service: Qualitative and Quantitative Data Analysis Extracted from Airport Passengers Using Grounded Theory (GT) and Structural Equation Modeling (SEM). Springer Science+Business Media, 48(1), 483-496. https://doi.org/10.1007/s40996-023-01144-4
  14. Norazah Mohd, S. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Research in Transportation Business & Management, In Press, Corrected Proof.
  15. O, A A., S, S M., & O, A F. (2020, April 9). Factor analysis of passengers’ satisfaction at Murtala Muhammed Airport (MMA2). MedCrave Group, 4(1), 13-24. https://doi.org/10.15406/aaoaj.2020.04.00101
  16. Relógio, A T., & Tavares, F O. (2023, June 1). An Evaluation of Passenger Satisfaction among Users of Huambo Airport in Angola. Multidisciplinary Digital Publishing Institute, 7(2), 57-57. https://doi.org/10.3390/urbansci7020057
  17. Pappachan, J. (2020, January 15). Airport Service Quality Dimensions and its Influence on Airline Passengers’ Satisfaction in India. , 05(01), 10-18. https://doi.org/10.36348/sjbms.2020.v05i01.002
  18. Saeheaw, T. (2017, January 1). Quick reference 'check-in and ticket-counter' model to promote airline ground staff cognition and performance. Inderscience Publishers, 22(1), 105-105. https://doi.org/10.1504/ijil.2017.085251
  19. Shakeerah Mohd Shukri, Mohd Shukri Ab Yajid, JacqulineTham (2020) Role of Responsiveness, Reliability and Tangibility on Customer Satisfaction. Systematic Reviews in Pharmacy, 11 (1), 1007-1013. doi:10.5530/srp.2020.1.127
  20. Sezgen, E., Mason, K., & Mayer, R. (2019, June 1). Voice of airline passenger: A text mining approach to understand customer satisfaction. Elsevier BV, 77, 65-74. https://doi.org/10.1016/j.jairtraman.2019.04.001
  21. Sricharoenpramong, S. (2018, January 1). Service quality improvement of ground staff at Don Mueang International Airport. Elsevier BV, 39(1), 15-21. https://doi.org/10.1016/j.kjss.2017.12.001
  22. Wahab, Z., Sukati, I., & Li, L H. (2015, June 5). Measuring the Malindo Airline Passenger’s Satisfaction. Canadian Center of Science and Education, 11(18). https://doi.org/10.5539/ass.v11n18p233
  23. Wojuade, C A., & Onatade, F C. (2020, September 30). Service Quality and Passengers’ Satisfaction of Airline Operations in Nigeria. , 865-873. https://doi.org/10.32861/jssr.69.865.873
  24. Tiglao, N. (2020). Investigating Tourists’ Airport Choice in the Multi-Airport Region of Aklan, Philippines and Its Implications on Airport Capacity Expansion Decisions. Philippine Transportation Journal.
  25. Tianyue, X. (2022, January 1). Research on Training Mode of Air Crew Professionals Based on Job Requirements. , 5(7). https://doi.org/10.25236/ajhss.2022.050719
  26. Türeli, N Ş., Durmaz, V., Bahçecik, Y S., & Akay, S S. (2019, January 1). An Analysis of Importance of Innovatice Behaviors of Ground Handling Human Resources in Ensuring Customer Satisfaction. Elsevier BV, 158, 1077-1087. https://doi.org/10.1016/j.procs.2019.09.149
  27. Xin, Z., Lin, D., Huang, Y., Cheng, W., & Teo, C. (2014, March 11). Design of service capacity for the ground crew at the airport check-in counters. Emerald Publishing Limited, 6(1), 43-59. https://doi.org/10.1108/ijqss-03-2013-0006.
  28. Zámková, M., Rojík, S., Prokop, M., & Stolín, R. (2022). Factors affecting the international flight delays and their impact on airline operation and management and passenger compensations fees in air transport industry: case study of a selected airlines in Europe. Sustainability, 14(22), 14763.

Tools


Copyright © 2024  KITE Digital Educational Solutions |  Exclusively distributed by CE-Logic