Conduct of Passenger Satisfaction Survey (PSS), Airport Concessionaires Satisfaction Survey (CSS), and Airline Satisfacion Survey (ASS) at the Ninoy Aquino International Airport (NAIA)
The Manila International Airport Authority (MIAA) was created by virtue of Executive Order No. 778. MIAA, also known as Pangasiwaan ng Paliparang Pandaigdig ng Maynila, one of the government-owned and controlled corporations in the Philippines, is the authority that administers and operates Ninoy Aquino International Airport (NAIA). MIAA, being the lead organization for airport development and management, continues to pursue excellence in customer service, world-class facilities, high quality security and safety standards. Thus, to ensure that it is fulfilling its mission and achieving its vision, a satisfaction survey for airport stakeholders was undertaken from May 2016 to April 2017 by the Philippine Statistical Research and Training Institute (PSRTI), the research and training arm of the Philippine Statistical System. This survey determined the level of satisfaction of the stakeholders which include airline passengers, airline companies, and airport concessionaires of MIAA in terms of service, personnel, processes, facilities, amenities and environment. The assessment process started with designing the data collection processes and ended with the analysis of results to better understand a human feeling of satisfaction.