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Airline Service Quality Dimensions and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State

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  • Ben Akpoyomare Oghojafor

    (Department of Business Administration, University of Lagos, Lagos, Nigeria)

  • Kunle Adeosun Ladipo Patrick

    (Department of Business Administration, University of Lagos, Lagos, Nigeria)

  • Ganiyu Rahim Ajao

    (Department of Business Administration, University of Lagos, Lagos, Nigeria)

Abstract

Air travellers are increasingly becoming more demanding in terms of their expectations of the quality of service offered by airline carriers. Hence, operators must improve service delivery to retain their loyalty. This study investigates the relationship between airline service quality dimensions and customer loyalty among air passengers in Lagos state. Causal research design was adopted to examine the aforementioned relationship. Convenience sampling technique was used to survey 600 air travellers. Data collected from the respondents were analysed by using Pearson correlation analysis and Anova. The findings reveal that the service quality and its dimensions are positive and significantly related to each other, overall service quality and customer loyalty. The results of the study indicate no significant difference between customers’ travelling for different motives in their perception of the quality of services. It was also discovered that flight frequency was insignificantly connected to customer loyalty. In line with the above findings, the study concludes that the airline service quality improvement initiatives should begin with recognition of customers’ needs. Correspondingly, airline operators should cultivate strategies to fulfil their service promise along the service quality dimensions, most important to air travellers to enhance customer loyalty.

Suggested Citation

  • Ben Akpoyomare Oghojafor & Kunle Adeosun Ladipo Patrick & Ganiyu Rahim Ajao, 2016. "Airline Service Quality Dimensions and Customer Loyalty: Empirical Evidence from Air Passengers’ in Lagos State," Czech Journal of Tourism, Sciendo, vol. 5(2), pages 155-171, December.
    • Handle: RePEc:vrs:cjotou:v:5:y:2016:i:2:p:155-171:n:6
    DOI: 10.1515/cjot-2016-0009
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    References listed on IDEAS

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    1. Pakdil, Fatma & Aydın, Özlem, 2007. "Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 229-237.
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    4. AfDB AfDB, . "Annual Report 2012," Annual Report, African Development Bank, number 461.
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    Cited by:

    1. Giao, Ha Nam Khanh & Vuong, Bui Nhat, 2021. "The impact of service quality on passenger loyalty and the mediating roles of perceive value, airline image, passenger trust, and satisfaction: A Study of domestic flights with Vietnamese Low-Cost Air," OSF Preprints 9rbp8, Center for Open Science.
    2. Saad Nor Hasliza Md & San Chin Wei & Yaacob Zulnaidi, 2023. "Twitter Sentiment Analysis of the Low-Cost Airline Services After COVID-19 Outbreak: The Case of AirAsia," Business Systems Research, Sciendo, vol. 14(2), pages 1-23, December.

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    More about this item

    Keywords

    Service quality; customer loyalty; cabin class; flight frequency; air traveller;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • Z13 - Other Special Topics - - Cultural Economics - - - Economic Sociology; Economic Anthropology; Language; Social and Economic Stratification

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