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

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  • 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
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    References listed on IDEAS

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    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.
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    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).

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    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

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