ABSTRACT

Title: PASSENGERS’ LEVEL OF SATISFACTION ON BAGGAGE HANDLING SYSTEM AT MACTAN CEBU

INTERNATIONAL AIRPORT

Researchers: FELIZ JUSTINE ALMODIEL

CHONA DEDICATORIA

MARY THERESE IBONA

JAKE NOCALAN

CECILIA SOLIVA

RICAFE TABAYAG

Degree: BACHELOR OF SCIENCE IN CUSTOMS ADMINISTRATION

School: UNIVERSITY OF CEBU- MAIN CAMPUS

Adviser: MR. ARNOLD LIBRADO

Date Completed:

Airports are constantly growing and getting more comfortable, and timing of operations has become a
crucial performance metric for both users and operators. Particularly for transit users at transfer sites,
time has started to become a deciding issue. The effectiveness of the systems—the airport's "veins"—
started to take on more significance. The baggage handling system (BHS) used at airports is one of the
most complex systems. It oversees verifying the luggage for security, screening it for security, sorting it,
and storing it once it has been safely moved to trolleys or containers after check-in. An essential
indicator of an airport's level of service is its baggage systems. One of the most significant key
performance indicators is said to be this one. Unsatisfactory baggage handling procedures affect both
passengers and airlines. This study aims to determine the level of satisfaction of passengers towards
baggage handling system at Mactan Cebu International Airport, year 2023. Demographic profile of the
respondents was gathered in terms of age, sex, economic status, and civil status, and the respondents’
level of satisfaction. The respondents’ demographic profile and their level of satisfaction was
investigated to find out if there is a significant relationship.

This study utilized the quantitative research method. There were eighty (80) respondents of this study.
The study was conducted at Mactan Cebu International Airport. A two-part researcher- made
questionnaire was used in data gathering through survey. After conducting the survey, the following
descriptive statistical tools are used: Frequency and Proportion and Grand mean to analyze the
quantitative data.

Based on the results, it was found out that majority of the respondents were aged between 25 to 29
years old; majority of the respondents were Female; there's an equal number of respondents based on
their marital status; majority of the respondents has a low income. The respondent's perceived level of
Satisfaction in terms of Ground Attendant Personnel, which ranges from Very Dissatisfied to Very
Satisfied, is Very Satisfied; in terms of Baggage Declaration, the respondent's level of satisfaction is
Satisfied; in terms of Baggage Condition, the respondent's level of satisfaction is Satisfied; and in terms
of Efficiency of Baggage Handling, the respondent's level of Satisfaction is Satisfied and there was no
significant relationship between the Respondent's Demographic Profile and Level of Satisfaction in terms
of age, sex, marital status, monthly income.