Evaluation of Passengers’ Satisfaction in Nigeria Airlines Industry
Evaluation of Passengers’ Satisfaction in Nigeria Airlines Industry
By
Ayantoyinbo, Benedict Boye
Department of Transport Management,
Ladoke Akintola University of Technology,
Ogbomoso, Nigeria benedictboye@yahoo.com and
Ajiboye, Araoye Olarinkoye
Department of Transport Management,
Ladoke Akintola University of Technology,
Ogbomoso, Nigeria rinkoyemii@yahoo.com Abstract
This paper work focuses on customer satisfaction as a major outcome of marketing activity and the aim of air transport business fulfilling the individual customer’s needs. Air transportation turns from luxury travel and needs to be satisfied with their travel chain experience which includes travel decision, ticket reservation, airport service, in flight service and final destination arrangements. The aim of this study involves the use of SERVQUAL instrument to ascertain any actual or perceived gaps between airline customer expectations and perceptions of the service offered. The methodology used in this study is descriptive statistics analysis from the survey conducted with the use of structured questionnaire to determine the mean of expectation and the mean of perception (Airline Service). The finding reveals dissatisfaction with all the perceived services. This paper therefore recommends that air personnel should be trained on good customer service relations and also managers should improve their weak points and should increase their knowledge by gaining more information about traveler’s attitude.
Introduction
Customer satisfaction according to Lin (2003) is as a result of a cognitive and effective evolution, where some comparison standard is compared to the actually perceived performance. If perceived performance is less than expected, customers will be dissatisfied and on the
By
Ayantoyinbo, Benedict Boye
Department of Transport Management,
Ladoke Akintola University of Technology,
Ogbomoso, Nigeria benedictboye@yahoo.com and
Ajiboye, Araoye Olarinkoye
Department of Transport Management,
Ladoke Akintola University of Technology,
Ogbomoso, Nigeria rinkoyemii@yahoo.com Abstract
This paper work focuses on customer satisfaction as a major outcome of marketing activity and the aim of air transport business fulfilling the individual customer’s needs. Air transportation turns from luxury travel and needs to be satisfied with their travel chain experience which includes travel decision, ticket reservation, airport service, in flight service and final destination arrangements. The aim of this study involves the use of SERVQUAL instrument to ascertain any actual or perceived gaps between airline customer expectations and perceptions of the service offered. The methodology used in this study is descriptive statistics analysis from the survey conducted with the use of structured questionnaire to determine the mean of expectation and the mean of perception (Airline Service). The finding reveals dissatisfaction with all the perceived services. This paper therefore recommends that air personnel should be trained on good customer service relations and also managers should improve their weak points and should increase their knowledge by gaining more information about traveler’s attitude.
Introduction
Customer satisfaction according to Lin (2003) is as a result of a cognitive and effective evolution, where some comparison standard is compared to the actually perceived performance. If perceived performance is less than expected, customers will be dissatisfied and on the