SAFETY RISK MANAGEMENT AS RELATED TO AIRPORT PASSENGER EXPERIENCE AT MANILA INTERNATIONAL AND DOMESTIC AIRPORTS

Abstract

This paper analyzed how employee attitudes towards safety risk management, perceived competence of ground staff in dealing with unruly passenger behavior, and perceived waiting time for airport security screening service can influence aviation safety performance and passenger experience at the airports operated by the Manila International Airport Authority. Descriptive survey, descriptive correlation, and thematic analysis methods were used to analyze the data. The results of the analysis showed that there is a weak, positive relationship between employee's attitudes towards safety risk management and perceived competence of ground staff in dealing with unruly passenger behavior, however this correlation is not statistically significant. Additionally, there is a weak, positive relationship between perceived airport passenger experience and employee’s attitudes towards safety risk management, but this is not statistically significant. Furthermore, there is a moderate, negative correlation between perceived airport passenger experience and perceived waiting time for security screening service, which is statistically significant. The findings of the study suggest that employee attitudes towards safety risk management have no significant impact on the overall experience of airport passengers. In order to improve the airport passenger experience, the Manila International Airport Authority should implement a comprehensive safety training program for all airport staff, develop a safety risk management system and procedure manual, provide regular training and refresher courses for ground staff, and implement comprehensive customer feedback and satisfaction surveys.