IDEAS home Printed from https://ideas.repec.org/a/ibn/ijmsjn/v8y2016i6p128-140.html
   My bibliography  Save this article

Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports

Author

Listed:
  • James A. Adeniran
  • Binuyo O. Adekunle

Abstract

This study assesses the relationship between dimensions of service quality and customer satisfaction from the perspectives of passengers that travel through Nigerian airports. Survey methodology was adopted for the study. Cross-sectional data were collected at four International airports with the aid of structured questionnaire. The questionnaire was administered to 600 passengers across Lagos, Abuja, Kano and Port-Harcourt airports with 71% response rate. Regression analyses reveal that although the relationship between each of the dimensions of service quality and customer satisfaction is significant at 5%, the multiple correlation coefficient ranges from weak to moderate thus suggesting that the dimensions of service quality requires further enhancement for customers satisfaction to be improved upon by the Airport Authority in Nigeria. The study advocate decisive action by the Airport Authority in Nigeria to initiate policies geared at enhancing dimensions of service quality for improved customer satisfaction at various Nigerian Airports.

Suggested Citation

  • James A. Adeniran & Binuyo O. Adekunle, 2016. "Is Service Quality a Correlate of Customer Satisfaction? Evidence from Nigerian Airports," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 8(6), pages 128-140, December.
    • Handle: RePEc:ibn:ijmsjn:v:8:y:2016:i:6:p:128-140
    as

    Download full text from publisher

    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/view/63083/34910
    Download Restriction: no
    File URL: http://www.ccsenet.org/journal/index.php/ijms/article/view/63083
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Zhang, Baocheng & Wang, Jianzhong & Liu, Changyou & Zhao, Yifei, 2012. "Evaluating the technical efficiency of Chinese airport airside activities," Journal of Air Transport Management, Elsevier, vol. 20(C), pages 23-27.
    2. Prabha Ramseook-Munhurrun & Soolakshna D. Lukea-Bhiwajee & Perunjodi Naidoo, 2010. "Service Quality In The Public Service," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 37-50.
    3. Perelman, Sergio & Serebrisky, Tomas, 2010. "Measuring the technical efficiency of airports in Latin America," Policy Research Working Paper Series 5339, The World Bank.
    4. Lubbe, Berendien & Douglas, Anneli & Zambellis, Julia, 2011. "An application of the airport service quality model in South Africa," Journal of Air Transport Management, Elsevier, vol. 17(4), pages 224-227.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zhang, Baocheng & Wu, Hao & Yang, Xinsheng & Zhai, Wenpeng & Xia, Qingjun & Li, Yafei, 2014. "An estimation of returns to scale of airport airsides under multiple optimal solutions in DEA," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 149-156.
    2. Augustyniak, Wojciech & López-Torres, Laura & Kalinowski, Sławomir, 2015. "Performance of Polish regional airports after accessing the European Union: Does liberalisation impact on airports' efficiency?," Journal of Air Transport Management, Elsevier, vol. 43(C), pages 11-19.
    3. Christopher Simasiku & Nico Schutte, 2017. "An Analysis of the Facilitating and Constraining Factors Affecting Quality Service Delivery in a Selected Namibian Parastatal," Proceedings of International Academic Conferences 5908283, International Institute of Social and Economic Sciences.
    4. Dedi Hadian, 2017. "The Relationship Organizational Culture and Organizational Commitment on Public Service Quality; Perspective Local Government in Bandung, Indonesia," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 230-237.
    5. Bezerra, George Christian Linhares & Gomes, Carlos F., 2016. "Measuring airport service quality: A multidimensional approach," Journal of Air Transport Management, Elsevier, vol. 53(C), pages 85-93.
    6. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
    7. Antonio Estache & Caroline Philippe, 2012. "The Impact of Private Participation in Infrastructure in Developing Countries: Taking Stock of about 20 Years of Experience," Working Papers ECARES ECARES 2012-043, ULB -- Universite Libre de Bruxelles.
    8. Thitinan Pholsook & Warit Wipulanusat & Poomporn Thamsatitdej & Sarawut Ramjan & Jirapon Sunkpho & Vatanavongs Ratanavaraha, 2023. "A Three-Stage Hybrid SEM-BN-ANN Approach for Analyzing Airport Service Quality," Sustainability, MDPI, vol. 15(11), pages 1-20, May.
    9. Fernández, Xosé Luis & Coto-Millán, Pablo & Díaz-Medina, Benito, 2018. "The impact of tourism on airport efficiency: The Spanish case," Utilities Policy, Elsevier, vol. 55(C), pages 52-58.
    10. Rocha, Phelipe Medeiros da & Barros, Alexandre Pinheiro de & Silva, Glauco Barbosa da & Costa, Helder Gomes, 2016. "Analysis of the operational performance of brazilian airport terminals: A multicriteria approach with De Borda-AHP integration," Journal of Air Transport Management, Elsevier, vol. 51(C), pages 19-26.
    11. Paramonovs Sergejs & Ijevleva Ksenija, 2015. "Factor Analysis of Passengers’ Satisfaction at “RIGA International Airport”," Economics and Business, Sciendo, vol. 27(1), pages 46-52, August.
    12. Pavlyuk, Dmitry, 2016. "Implication of spatial heterogeneity for airports' efficiency estimation," Research in Transportation Economics, Elsevier, vol. 56(C), pages 15-24.
    13. Fan, L.W. & Wu, F. & Zhou, P., 2014. "Efficiency measurement of Chinese airports with flight delays by directional distance function," Journal of Air Transport Management, Elsevier, vol. 34(C), pages 140-145.
    14. Vogel, Hans-Arthur & Graham, Anne, 2013. "Devising airport groupings for financial benchmarking," Journal of Air Transport Management, Elsevier, vol. 30(C), pages 32-38.
    15. Fabio Carlucci & Andrea Cirà & Paolo Coccorese, 2018. "Measuring and Explaining Airport Efficiency and Sustainability: Evidence from Italy," Sustainability, MDPI, vol. 10(2), pages 1-17, February.
    16. Chris Aulich & Mark Hughes, 2013. "Privatizing Australian Airports: Ownership, Divestment and Financial Performance," Public Organization Review, Springer, vol. 13(2), pages 175-184, June.
    17. Asma´ Omar Dris Kharroub & Majeed Mustafa cOthmanMansour, 2019. "The Impact of Strategic Planning in Palestinian Municipalities on the Quality of Service Provided to Its Citizens," International Business Research, Canadian Center of Science and Education, vol. 12(5), pages 69-85, May.
    18. Pandey, Mukesh Mohan, 2016. "Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 241-249.
    19. D. P. S. Chandrakumara, 2014. "Urban dwellers` satisfaction on public bus passenger transport in Sri Lanka," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 4(11), pages 514-525, November.
    20. Ha Minh Tri & Phan Thi Bich Thuy, 2021. "Citizen participation and citizen satisfaction in the New Rural Development in Nha Be District between 2016-2020," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - SOCIAL SCIENCES, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 11(2), pages 3-18.

    More about this item

    Keywords

    service quality; customer satisfaction; SERVQUAL;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ibn:ijmsjn:v:8:y:2016:i:6:p:128-140. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Canadian Center of Science and Education (email available below). General contact details of provider: https://edirc.repec.org/data/cepflch.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.