SERVICE QUALITY AND CUSTOMER SATISFACTION AMONG DOMESTIC AIR PASSENGERS IN NIGERIA

Abstract

This study examines the relationship between airlines service quality and customer satisfaction among domestic air passengers in Nigeria. The study applied quantitative approach through a cross–sectional survey using a closeended self-completion questionnaire. The questionnaire was designed based on a modified SERVQUAL model containing five service quality dimensions namely check-in process, in-flight services, reliability, responsiveness and baggage handling services. A five-point Likert scale was used with following options; much better than expected, better than expected, just as expected, worse than expected and much worse than expected, with five different scores assigned in descending order from 5 to 1 respectively A sample of 400 respondents was selected using a stratified random sampling techniques. The copies of questionnaire were administered to the respondents at the departure lounge of Lagos, Abuja and Kano airports in Nigeria respectively. The findings reveal that there is no significant relationship between check-in process and customer satisfaction among domestic airlines in Nigeria. However, the study established that there is a significant relationship between the four service quality attributes (in-flight services, reliability, responsiveness and baggage handling services) and customer satisfaction. Consequently, it is recommended that domestic airlines should introduce continuous training on good customer relations, remaining responsive and proactive as well as ensuring on-time departure and arrival, while maintaining safety and well-being of the passengers. The study also suggests that airlines should consider forming strategic flight alliance domestically in order to provide for flights availability and adequate market coverage in an attempt to enhance service reliability

Keywords

• Service quality, customer satisfaction, airline passengers, Nigerian Aviation Industry

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