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Service Quality and Passengers’ Satisfaction of Airline Operations in Nigeria

Author

Listed:
  • Christopher Adesola Wojuade

    (Department of Transport Management Ladoke Akintola University of Technology, PMB 4000, Ogbomoso, Nigeria)

  • Feyikemi Christianah Onatade

    (Department of Transport Management Ladoke Akintola University of Technology, PMB 4000, Ogbomoso, Nigeria)

Abstract

The study evaluates passengers’ satisfaction with the service quality of international airlines at Murtala Muhammed International Airport, Lagos, Nigeria. The study randomly selects 4 out of 27 international airlines operating at the airport for the survey. A purposive sampling technique was employed to select 100 respondents in each of the airlines since the study population could not be ascertained. A structured questionnaire was administered on the passengers when waiting to board the aircraft to elicit information on their travel characteristics and perceived satisfaction with the services rendered by the airlines using a five-point Likert scale. The data collected on passengers’ satisfaction with the airline’s service quality was analyzed using the servqual model while multiple regression model was used to predict the effect of service quality dimensions on passengers’ satisfaction with the airlines. The result of the servqual model shows that the passenger satisfaction rating of reliability dimension (0.66) is the highest followed by responsiveness (0.52), empathy (0.52), tangible (0.41), and assurance (0.36) has the least rating. Similarly, the result of regression model reveals that the coefficients of four dimensions reliability (? = 0.683; p ? 0.01), empathy (? = 0.656; p ? 0.01), responsiveness (? = 0.409; p ? 0.01) and tangible (? = 0.364; p ? 0.01) had statistically significant influence on passengers’ satisfaction of the airlines. The study concludes that service quality influences passengers’ satisfaction with international airline operations in Nigeria. The study recommends useful policy actions aimed at improving service quality to allow airlines to enjoy continuous loyalty and patronage by the passengers.Â

Suggested Citation

  • Christopher Adesola Wojuade & Feyikemi Christianah Onatade, 2020. "Service Quality and Passengers’ Satisfaction of Airline Operations in Nigeria," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 6(9), pages 865-873, 09-2020.
    • Handle: RePEc:arp:tjssrr:2020:p:865-873
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    References listed on IDEAS

    as
    1. Park, Jin-Woo & Robertson, Rodger & Wu, Cheng-Lung, 2004. "The effect of airline service quality on passengers’ behavioural intentions: a Korean case study," Journal of Air Transport Management, Elsevier, vol. 10(6), pages 435-439.
    2. Linda Too & George Earl, 2010. "Public transport service quality and sustainable development: a community stakeholder perspective," Sustainable Development, John Wiley & Sons, Ltd., vol. 18(1), pages 51-61.
    3. Rabiul Islam & Mohammed S. Chowdhury & Mohammad Sumann Sarker & Salauddin Ahmed, 2014. "Measuring Customer’S Satisfaction On Bus Transportation," American Journal of Economics and Business Administration, Science Publications, vol. 6(1), pages 34-41, May.
    4. Eboli, Laura & Mazzulla, Gabriella, 2012. "Performance indicators for an objective measure of public transport service quality," European Transport \ Trasporti Europei, ISTIEE, Institute for the Study of Transport within the European Economic Integration, issue 51, pages 1-4.
    Full references (including those not matched with items on IDEAS)

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