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)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Usun, Sezin Ozturk & Bas, Sema Akin & Meniz, Busra & Ozkok, Beyza Ahlatcioglu, 2024. "Passenger satisfaction assessment in the aviation industry using Type-2 fuzzy TOPSIS," Journal of Air Transport Management, Elsevier, vol. 119(C).

    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. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. Vogel, Hans-Arthur & Graham, Anne, 2013. "Devising airport groupings for financial benchmarking," Journal of Air Transport Management, Elsevier, vol. 30(C), pages 32-38.
    8. Chris Aulich & Mark Hughes, 2013. "Privatizing Australian Airports: Ownership, Divestment and Financial Performance," Public Organization Review, Springer, vol. 13(2), pages 175-184, June.
    9. 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.
    10. Seock-Jin Hong & Minjun Jeon, 2019. "The Technical Efficiency of French Regional Airports and Low-Cost Carrier Terminals," Sustainability, MDPI, vol. 11(18), pages 1-15, September.
    11. Fayez B. Shriedeh & Noor Hasmini Abd. Ghani, 2017. "Service Quality as an Antecedent of Brand Equity: Empirical Evidence in the Medical Tourism from Jordan," International Review of Management and Marketing, Econjournals, vol. 7(1), pages 15-19.
    12. Sheikh Muhammad Hizam & Waqas Ahmed, 2019. "A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 11(5), pages 387-397, August.
    13. Kakeš Dino & Fazlović Senad, 2016. "ISO 9001 standard in the development of customer satisfaction in the public sector of Bosnia and Herzegovina," Croatian Review of Economic, Business and Social Statistics, Sciendo, vol. 2(1), pages 39-52, September.
    14. Pacagnella, Antônio Carlos & Hollaender, Paulo Sodre & Mazzanati, Giovanni Vitale & Bortoletto, Wagner Wilson, 2021. "Efficiency drivers of international airports: A worldwide benchmarking study," Journal of Air Transport Management, Elsevier, vol. 90(C).
    15. Wanke, Peter & Barros, C.P. & Nwaogbe, Obioma R., 2016. "Assessing productive efficiency in Nigerian airports using Fuzzy-DEA," Transport Policy, Elsevier, vol. 49(C), pages 9-19.
    16. dell’Olio, Luigi & Eboli, Laura & Fotino, Maria Pia & Mazzulla, Gabriella, 2025. "Passengers’ perception of airlines’ services: Addressing systematic and random variation in tastes," Transportation Research Part A: Policy and Practice, Elsevier, vol. 191(C).
    17. Musfiqa Ashraf* & Md. Moniruzzaman & S. M. Abdul Quddus, 2018. "Moderating Effect of Administrative Role in the Relationship Between the SERVQUAL dimensions and Quality Service Provisions of Local Government in Dhaka City," The Journal of Social Sciences Research, Academic Research Publishing Group, vol. 4(12), pages 752-760, 12-2018.
    18. Getahun Demis Alamirew, 2024. "Investigating quality service and student satisfaction: evidence from College of Business & Economics, University of Gondar, Ethiopia," Journal of Innovation and Entrepreneurship, Springer, vol. 13(1), pages 1-22, December.
    19. Juan Carlos Vergara Schmalbach & Francisco Javier Maza Ávila, 2016. "Valoración de los servicios públicos domiciliarios de Cartagena de Indias (Colombia)," Revista Facultad de Ciencias Económicas, Universidad Militar Nueva Granada, vol. 25(1), pages 95-103, December.
    20. Volodymyr Bilotkach & Joseph Clougherty & Juergen Mueller & Anming Zhang, 2012. "Regulation, privatization, and airport charges: panel data evidence from European airports," Journal of Regulatory Economics, Springer, vol. 42(1), pages 73-94, August.

    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.