EULOGIO “AMANG” RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY

COLLEGE OF BUSINESS ADMINISTRATION

Nagtahan St., Manila

INFLUENCES IN AIRLINE’S PASSENGER SELECTION

(S.Y.2019-2020)

A THESIS PRESENTED TO THE CLASS

OF PROFESSOR CHANDA TINGGA

EULOGIO “AMANG” RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY

IN PARTIAL FULFILLMENT OF THE

REQUIREMENT FOR THE SUBJECT

MARKETING RESEARCH

BY:

ORAA, SHAIRA SHAYNE A.

BERNARDINO, AIZA F.

MATERIANO, KENNEDY L.

PADEL, ANTHONY D.

GARCISO, KATRINA T.
 EULOGIO “AMANG” RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY

COLLEGE OF BUSINESS ADMINISTRATION

Nagtahan St., Manila

INTODUCTION

An airplane or aero plane is powered, fixed wing

typically forwarded. An airplane comes in a variety of sizes,

shape and wing configuration. There are lots of airports

around the world with different airlines.

In the Philippines, on the other hand according to 2012

statistic, there are 27 of airports grouped by type and sorted

by the airports general location name. The first airline in

the Philippines was Philippine airline founded on 1941 at

Ninoy Aquino International Airport and operates international

and domestic flight. According to 2014 survey country has 11

international airports and 26 domestic airports.

People usually uses airplane because they are fast,

efficient way of transport and the best way possible to reach

places far apart to each other.

As millions are planning their holiday travel this

season, Researchers took a second to ask an important question

of those traveling by air. What matter most to the travelers

 EULOGIO “AMANG” RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY

COLLEGE OF BUSINESS ADMINISTRATION

Nagtahan St., Manila

when choosing airlines? It’s the lower fares, while this is to

be expected during a season that’s fraught with additional

spending present, parties, decorations, food and an airline

giving freebies to the traveler, it was surprising how little

everything else mattered to the traveler. ”Economy Plus” and

“Select” seats with additional many airlines are offering at a

higher price many of the travelers they always want to choose

their seats to make them comfortable while in their flight. So

what can airlines do it dropping the fares isn’t an option?

Play up the customer service. All of the airlines company has

their own strategy to make the traveler safer, funnier and

make them comfortable in their whole trip. So if you’ve got

them in every season, do everything in your power to keep them

happy and ultimately returning for their next trip. Being a

traveler there greatest fear is to lost any of their flight

they don’t want to changes of their flight, so give your best

to make the travelers happy, comfortable and satisfied.

 EULOGIO “AMANG” RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY

COLLEGE OF BUSINESS ADMINISTRATION

Nagtahan St., Manila

CHAPTER 1

THE PROBLEM AND ITS BACKGROUND

An airline is an organization providing a regular public

service of air transportation on one or more routes. It is

very important for an airline to provide service quality to

their customers service quality is the extent to which

consumer expectations are met by service providing high

quality in the services is the most important thing which can

give a unique position to the company among competitors

Goodman stated that companies have o focus mainly on service

quality issues because low service quality can make customer

unhappy and disloyal and eventually it would lead to decline

of a company. Service quality is an important factor for

airlines that widely influence passengers choosing decisions.

Several researchers also concluded that the customers’ o

passengers rate the tangible dimension of Servqual model as

the most important service quality dimension in service

industries and reliability as the second most important

dimension of Servqual model. On the other hand some

researchers argued that the tangible dimension is the least

 EULOGIO “AMANG” RODRIGUEZ INSTITUTE OF SCIENCE AND TECHNOLOGY

COLLEGE OF BUSINESS ADMINISTRATION

Nagtahan St., Manila

important service quality dimension. Some of the research

findings also indicate that the service quality differs in

different regions of the world. Over all many of the research

findings regarding the impact of service quality on the

behavioral consequences of the customers concluded that the

managers of the service provider organizations should put

their efforts and try to manage the customers’ expectation up

instead of down if they are willing to enhance the perceptions

of the services among the customers. Although, for something

appears pretty much risky because it is believed in

organization that by increasing the customers’ expectations of

the services, could potentially set the organization in the

critical condition to face the failure if due to any reason

they would not deliver the same service quality when the

customers’ consumes the service the organization promised.

Customer loyalty is the degree to which a customer recommends

and expresses a preference for future use of a particular

company. This study aims to help passengers in considering

airline based on their experience on their flight, the

researchers guide the passengers of this program to determine

which to consider in choosing airline.