ABSTRACT
This study investigates airlines level of service to domestic passengers in
Nigeria using process stages with a number of service quality attributes
each. These attributes represent points where the passenger experience
varying kind of services. Data were collected from passengers waiting for
their flights using a well-structured questionnaire on a five-point likert
scale regarding passenger's expectations and perception of service offer.
The data was encoded into Microsoft excel and subsequently analyzed
with the aid of statistical analysis software (SAS) using percentage, mean
and standard deviation. The analysis was done by computing the mean
and standard deviation of both expectations and perception of the twenty
service quality attributes. Subsequently, subtracting the expectation mean
from the perception mean resulted in the perceived service quality which
is the gap. The results indicate a negative perceived service quality (gap)
in all the twenty service quality attributes and seven process items tested.
Airline departure of flights at scheduled times and accuracy and
promptness of baggage delivery obtained the highest expectation mean
(m=4.55 and m=4.49), the least perception mean (m=2.37 and m=2.9)
and the resultant widest negative gaps (m=-2.18 and m=-1.59).
However, a general average perceived service quality mean of -1.00 was
arrived at in the study. Since expectations exceeded perceptions in the
twenty service quality attributes, the results suggest a high level of
unacceptability and a conclusion that passengers are dissatisfied with
airlines level of service. ANOVA tests show that service quality attributes
have significant effect on passengers' perceived service quality and that
passengers show significant difference among age group in terms of
passengers' perception of service offer. Finally, it was obvious from the
prioritization of service quality dimensions that assurance (safety records)
is highly important to domestic airline passengers in Nigeria and
influences their choice of airline rather than service quality. Consequently,
recommendations were made to improve service delivery of airlines.
Keywords: Airlines, quality of service, expectation; satisfaction and
loyalty
UGOCHUKWU, O (2021). Service Quality Measurement Of Nigerian Airlines. Afribary. Retrieved from https://tracking.afribary.com/works/service-quality-measurement-of-nigerian-airlines-1
UGOCHUKWU, ODU "Service Quality Measurement Of Nigerian Airlines" Afribary. Afribary, 10 Apr. 2021, https://tracking.afribary.com/works/service-quality-measurement-of-nigerian-airlines-1. Accessed 21 Nov. 2024.
UGOCHUKWU, ODU . "Service Quality Measurement Of Nigerian Airlines". Afribary, Afribary, 10 Apr. 2021. Web. 21 Nov. 2024. < https://tracking.afribary.com/works/service-quality-measurement-of-nigerian-airlines-1 >.
UGOCHUKWU, ODU . "Service Quality Measurement Of Nigerian Airlines" Afribary (2021). Accessed November 21, 2024. https://tracking.afribary.com/works/service-quality-measurement-of-nigerian-airlines-1