Analysis of Cargo Airline Services Quality in Cargo Delivery In Nigeria

Abstract

This study analysed cargo airline services and cargo delivery in Nigeria. The focus was on identifying the disparity between expected and perceived airline service quality on cargo delivery. This study was carried out in Lagos State, Nigeria. Random sampling technique was used to select 239 freight forwarders agents that operate in the Cargo Terminal of Muritatal Muhammed International Airport, Lagos State. SERVQUAL model and t-test were used to analyse the disparity between expectations and perceptions of airline service quality. SERVQUAL model average gap score is -0.126 which implies that customers are not satisfied with cargo airline service quality. Moreover, the findings revealed that there is a negative disparity between customer expectations and perceptions of airline service quality on air cargo delivery with Reliability having the lowest negative t-value of (-34.409), followed by Tangibles with a t-value of (-23.300), Responsiveness has a t-value of (-12.910), Assurance followed with t-value of (-13.572) while Empathy has a t-value of (-10.165). Conclusion is drawn that cargo airline customers' expectations about their service quality are more than they really perceived. Recommendation was made that cargo airline should make an assessment of service quality dimensions (Tangibles, Reliability, Responsiveness, Assurance and Empathy) and provide a means to improve upon them.