A Review of Literature On Service Quality, Safety Perception, and Customer Satisfaction in the Airline Industry

Abstract

A Review of Literature On Service Quality, Safety Perception, and Customer Satisfaction in the Airline Industry 1Uhuegho, K.O. , 2Bakare K. A., 3Ajisola A. O. & 4 Akume A.A. 1,2&3 Nigerian College of Aviation Technology, Zaria Kaduna State, Nigeria 4Ahmadu Bello University Zaria, Kaduna State, Nigeria E-mails: 1kole_k45@yahoo.com, 2 bakarre@gmail.com 3olowoyeye.ajisola@gmail.com 4 akume@abu.edu.ng Corresponding Authors Phone No: 1+2348028800696 ABSTRACT The continuous growth, profitability and scalability of any business is highly dependent on Service quality. It is therefore a prime issue among airlines globally and in Nigeria in particular. Consumer or customer’s perception of service quality in the airline industry rests on a number of factors. This article reviews literature on service quality in the airline industry and identified cogent parameters used to measure same. Passenger satisfaction, safety perception and theoretical antecedents and underpinnings associated with the subject matter were examined. We conclude by identifying gaps in service quality with a view to initate a research the seeks to fill the identified gaps. Keywords: Service Quality, Airline Industry, Customers, Satisfaction, Gaps, Passengers Uhuegho, K.O., Bakare K. A., Ajisola A. O. & Akume A.A. (2022): A Review of Literature On Service Quality, Safety Perception and Customer Satisfaction in the Airline Industry. Journal of Digital Innovations & Contemporary Research in Science, Engineering & Technology. Vol. 10 No. 1. Pp 73-92 DOI: dx.doi.org/10.22624/AIMS/DIGITAL/V10N1P8