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Service Quality And Passenger Satisfaction In Air Transportation In A Developing Economy: Evidence From Nigeria, Obioma R. Nwaogbe, Innocent C. Ogwude, Ejem E. A, A Pius

Journal of Aviation Technology and Engineering

This study investigates the quality of service provided for air travel in Nigeria and the level of satisfaction of passengers with the service encountered. It does so by focusing on both the airports and the airlines as service providers. In that way, the study captures much of the effects of the organizational culture, employee behavior, and general norms which influence passenger attitudes. The SERVQUAL model was used in measuring the five dimensions of service. Domestic travel only was studied, with data obtained from well-structured questionnaires to evaluate perception–expectation gaps in airports as well as in airlines. The overall gap score …