IDEAS home Printed from https://ideas.repec.org/a/arp/tjssrr/2020p865-873.html
   My bibliography  Save this article

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
    as

    Download full text from publisher

    File URL: https://www.arpgweb.com/pdf-files/jssr6(9)865-873.pdf
    Download Restriction: no
    File URL: https://www.arpgweb.com/journal/7/archive/09-2020/9/6
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. 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.
    2. 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.
    3. 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.
    4. 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.
    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. Benedetto Barabino & Nicola Aldo Cabras & Claudio Conversano & Alessandro Olivo, 2020. "An Integrated Approach to Select Key Quality Indicators in Transit Services," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 149(3), pages 1045-1080, June.
    2. Gal-Tzur, Ayelet & Grant-Muller, Susan M. & Kuflik, Tsvi & Minkov, Einat & Nocera, Silvio & Shoor, Itay, 2014. "The potential of social media in delivering transport policy goals," Transport Policy, Elsevier, vol. 32(C), pages 115-123.
    3. Alessandro Vitale & Giuseppe Guido & Daniele Rogano, 2016. "A smartphone based DSS platform for assessing transit service attributes," Public Transport, Springer, vol. 8(2), pages 315-340, September.
    4. Allen, Jaime & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella & Ortúzar, Juan de Dios, 2019. "The role of critical incidents and involvement in transit satisfaction and loyalty," Transport Policy, Elsevier, vol. 75(C), pages 57-69.
    5. Redman, Lauren & Friman, Margareta & Gärling, Tommy & Hartig, Terry, 2013. "Quality attributes of public transport that attract car users: A research review," Transport Policy, Elsevier, vol. 25(C), pages 119-127.
    6. Matsumoto, Takayuki & Hidaka, Kazuyoshi, 2015. "Evaluation the effect of mobile information services for public transportation through the empirical research on commuter trains," Technology in Society, Elsevier, vol. 43(C), pages 144-158.
    7. Sanghoon Lee & Eunil Park & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance," Sustainability, MDPI, vol. 7(8), pages 1-15, August.
    8. Ko, Young Dae & Kwag, Sung Il & Oh, Yonghui, 2020. "An efficient airline seat reallocation algorithm considering customer dissatisfaction," Journal of Air Transport Management, Elsevier, vol. 85(C).
    9. Liou, James J.H. & Tzeng, Gwo-Hshiung, 2007. "A non-additive model for evaluating airline service quality," Journal of Air Transport Management, Elsevier, vol. 13(3), pages 131-138.
    10. Carlos Monteiro & Mara Franco & Raquel Meneses & Rui Alexandre Castanho, 2023. "Customer Co-Creation on Revisiting Intentions: A Focus on the Tourism Sector," Sustainability, MDPI, vol. 15(21), pages 1-22, October.
    11. Myungsook An & Chongho Lee & Yonghwi Noh, 2010. "Risk factors at the travel destination: their impact on air travel satisfaction and repurchase intention," Service Business, Springer;Pan-Pacific Business Association, vol. 4(2), pages 155-166, June.
    12. Stefan Christian Alexander Hudak & Tadej Brezina & Johannes Kehrer & Josef Michael Schopf, 2023. "Tracing rail transformation: the case of passenger services in Slovenia from 1975 to 2015," Public Transport, Springer, vol. 15(1), pages 253-274, March.
    13. Concepción Román & Raquel Espino & Juan Martín & Ofelia Betancor & Gustavo Nombela, 2008. "Analyzing Mobility in Peripheral Regions of the European Union: The Case of Canarias-Madeira-Azores," Networks and Spatial Economics, Springer, vol. 8(2), pages 141-160, September.
    14. de Oña, Juan, 2020. "The role of involvement with public transport in the relationship between service quality, satisfaction and behavioral intentions," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 296-318.
    15. Ahmed Derbel & Younes Boujelbene, 2023. "Performance classification of Tunisian public transport operators," Public Transport, Springer, vol. 15(2), pages 535-574, June.
    16. Cavallaro, Federico & Bruzzone, Francesco & Nocera, Silvio, 2020. "Spatial and social equity implications for High-Speed Railway lines in Northern Italy," Transportation Research Part A: Policy and Practice, Elsevier, vol. 135(C), pages 327-340.
    17. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
    18. Hsu, Chia-Jui & Yen, Jin-Ru & Chang, Yu-Chun & Woon, Hui Kee, 2016. "How do the services of low cost carriers affect passengers' behavioral intentions to revisit a destination?," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 111-116.
    19. Sheema Liza Idris & Masurah Mohamad, 2023. "A Study on Sentiment Analysis on Airline Quality Services: A Conceptual Paper," Information Management and Business Review, AMH International, vol. 15(4), pages 564-576.
    20. Jun Hwan Kim & Hyun Cheol Lee, 2019. "Understanding the Repurchase Intention of Premium Economy Passengers Using an Extended Theory of Planned Behavior," Sustainability, MDPI, vol. 11(11), pages 1-19, June.

    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:arp:tjssrr:2020:p:865-873. 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: Managing Editor (email available below). General contact details of provider: http://arpgweb.com/?ic=journal&journal=7&info=aims .

    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.