Operational Factors Influencing Passenger Satisfaction at CAAP-Managed Airports

Abstract

Passenger satisfaction has become a critical performance indicator in airport management, particularly in government-operated airports striving to meet global standards of safety, sustainability, and service excellence. This study examined operational factors influencing passenger satisfaction at Civil Aviation Authority of the Philippines (CAAP)–managed commercial airports, focusing on three key dimensions: security measures, environmental sustainability, and service quality. Using a quantitative descriptive–correlational research design, data were collected from 385 passengers across the five busiest CAAP-managed airports in the Philippines: Davao International Airport, Iloilo International Airport, Laguindingan Airport, Bohol-Panglao Airport, and Bacolod-Silay Airport. Descriptive statistics were used to determine the levels of the operational variables, while Pearson product–moment correlation and multiple regression analysis were applied to examine the relationships between operational factors and passenger satisfaction. Results indicated that passengers perceived high levels of security measures, environmental sustainability initiatives, and service quality across the airports studied. Correlation analysis revealed significant positive relationships between passenger satisfaction and all three operational factors. Among these variables, service quality demonstrated the strongest association with passenger satisfaction, followed by environmental sustainability and security measures. These findings highlight the importance of strengthening frontline service delivery, maintaining efficient security procedures, and advancing sustainability initiatives to enhance passenger experience in government-operated airports. The study contributes empirical evidence that may guide operational improvements, policy development, and strategic planning for CAAP-managed airports and other public aviation systems seeking to improve passenger-centered service performance