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

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 descriptive-correlational 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.