Adolfo, Keers E.
Commuter boarding management practices and its effects on passenger boarding satisfaction at Cebu South Bus Terminal, Philippines.
Efficient boarding management is essential for maintaining order and enhancing commuter satisfaction in high-traffic terminals. At Cebu South Bus Terminal, persistent issues such as long queues and delays affect passenger experience. This study examined the effectiveness of boarding management practices and their influence on commuter satisfaction. A descriptive-correlational design was used, involving 511 commuters aged 18–50 who regularly use the terminal. Data were collected through a structured survey using a five-point Likert scale to assess the level of implementation of boarding practices and passenger satisfaction. Weighted means summarized observations, and simple linear regression tested the relationship between variables. Boarding management practices were rated as Occasionally Observed (mean = 3.37), with strengths in fairness, announcements, and lane discipline, but weaknesses in staff availability and boarding time. Passenger experience was also Occasionally Observed (mean = 3.35), with safety and willingness to recommend rated higher than waiting time and comfort. Regression analysis revealed a strong positive relationship between boarding practices and passenger satisfaction (R = 0.871; R² = 0.759; p < 0.001), and coefficient analysis confirmed a significant effect (β = 0.895). Boarding management strongly predicts passenger experience, explaining 76% of its variance. Operational improvements should focus on staffing, communication, lane discipline, and fairness, supported by Standard Operating Procedures standardization, training, and real-time monitoring. Future research may explore technology-driven solutions, passenger segmentation, and longitudinal assessments to evaluate the impact of interventions over time.
Urban transportation--Philippines--Cebu.
Consumer satisfaction--Philippines--Cebu.
Commuter boarding management practices and its effects on passenger boarding satisfaction at Cebu South Bus Terminal, Philippines.
Efficient boarding management is essential for maintaining order and enhancing commuter satisfaction in high-traffic terminals. At Cebu South Bus Terminal, persistent issues such as long queues and delays affect passenger experience. This study examined the effectiveness of boarding management practices and their influence on commuter satisfaction. A descriptive-correlational design was used, involving 511 commuters aged 18–50 who regularly use the terminal. Data were collected through a structured survey using a five-point Likert scale to assess the level of implementation of boarding practices and passenger satisfaction. Weighted means summarized observations, and simple linear regression tested the relationship between variables. Boarding management practices were rated as Occasionally Observed (mean = 3.37), with strengths in fairness, announcements, and lane discipline, but weaknesses in staff availability and boarding time. Passenger experience was also Occasionally Observed (mean = 3.35), with safety and willingness to recommend rated higher than waiting time and comfort. Regression analysis revealed a strong positive relationship between boarding practices and passenger satisfaction (R = 0.871; R² = 0.759; p < 0.001), and coefficient analysis confirmed a significant effect (β = 0.895). Boarding management strongly predicts passenger experience, explaining 76% of its variance. Operational improvements should focus on staffing, communication, lane discipline, and fairness, supported by Standard Operating Procedures standardization, training, and real-time monitoring. Future research may explore technology-driven solutions, passenger segmentation, and longitudinal assessments to evaluate the impact of interventions over time.
Urban transportation--Philippines--Cebu.
Consumer satisfaction--Philippines--Cebu.