{'fraction_non_alphanumeric': 0.01660612350804359, 'fraction_numerical': 0.00467047223663726, 'mean_word_length': 5.12063492063492, 'pattern_counts': {'":': 0, '<': 0, '<?xml version=': 0, '>': 0, 'https://': 0, 'lorem ipsum': 0, 'www.': 0, 'xml': 0}, 'pii_count': 0, 'substrings_counts': 0, 'word_list_counts': {'cursed_substrings.json': 0, 'profanity_word_list.json': 0, 'sexual_word_list.json': 0, 'zh_pornsignals.json': 0}}
A Service Quality Model for Bureau of Immigration in NAIA Terminal 1

Over the past decades, airports have accommodated increasing numbers of passengers due to travel demand. Ninoy Aquino International Airport (NAIA) 1, being ranked as the fifth worst airport in Asia has received numerous complaints on the airport's services. For this reason, it became the research interest of authors to conduct a study on the service quality assessment of NAIA 1 to determine factors that affect the satisfaction level of customers with regards to quality of services. Factors that were considered in the study were gathered from review of related literatures, interviews, surveys and direct observation. Tools such as process mapping, time study, ServQual assessment and gaps model were employed in the study. Similarly, statistical analysis such as regression model was also developed to determine significant factors that affect the service quality of NAIA 1. The factors identified in the study served as the basis for the authors to propose an ideal facility layout design for Bureau of Immigration in NAIA 1. Results of the study revealed that factors that can affect the service quality of passengers in airports are the following: waiting time at immigration, courtesy of staff, quality of flight information display, number of operating counters, queue length, lighting level, noise level and temperature level. However, based on statistical analysis, the only significant factors that can affect the service quality of passengers in NAIA 1 are the waiting time and queue length. Given these condition, the researchers were able to design a new facility layout for NAIA 1 in order to reduce the waiting time of passengers and queue length. The proposed layout design was validated using ProModel simulation and results revealed that the new facility design would decrease the waiting time of passengers to a maximum of 15 minutes.