Service Quality in Travel Tax Collection at Major International AIrports: Towards Establishing a Customer- Centered Delivery Framework

This study assessed the service quality of travel tax collection at two major international airports in the Philippines: Ninoy Aquino International Airport (NAIA) and Clark International Airport (CRK). The research used the Service Quality (SERVQUAL) dimensions: reliability, responsiveness, assurance, empathy, and tangibility. It examined traveler perceptions across different nationalities and traveler types. The primary aim was to find service delivery gaps and develop a customer-centered framework. This framework would improve efficiency and satisfaction in travel tax services. The study used a descriptive-comparative design. Data came from structured surveys measuring perceived service quality. Findings showed that while overall service quality was satisfactory, key issues remained. Even with these concerns, there were no statistically significant differences in service quality perceptions across traveler profiles. This result highlighted the need for uniform and inclusive service standards. To address challenges, a Customer-Centered Delivery Framework was proposed. It aims to guide the creation of more accessible, responsive, and traveler-focused tax collection services at NAIA, CRK, and other airports nationwide.