Assessment of Airport Service Quality at Mallam Aminu Kano International Airport (Makia) Kano

Abstract

Airports are a hub for aviation activities which support Airlines operations. Airport service quality measurement is required to promote satisfaction level among Air travellers by continuously improving the defected services. The study purpose is to assess Airports service quality at Mallam Aminu Kano International Airport (MAKIA) in Kano. Using purposive sampling, MAKIA was picked out of 31 Airports in Nigeria. Cochran formulae was used to determine a total of 384 questionnaires which were administered to air travellers boarding and onboarding passengers at the terminal building. The Airport service quality measurement scale was adapted from SERVPERF model with 22 service attributes believed that air travellers attached more importance to. The study outcome showed that the average Airport service quality score was 2.701. In addition, the results revealed that there exists a statistically significant relationship between service quality and air traveller satisfaction on; reliable and updated electronic information system (P-value=0.004), Airport safety and security services (P-value= 0.000), Prompt service from airline operation (P-value= 0.001) and Provision of assistance to minor (P-value = 0.002). This study therefore concludes that Mallam Aminu Kano International Airport offered a bad service to air travellers. The study recommends among others that, Airport staff courtesy should be improved through subjecting their staff to behavioural management training by the top management. service quality is an area which both Airport management and airlines can increase their revenue through increasing patronages. Therefore, a decisive measure by the Airport authority to improve the service offered will increase the service quality rating at Mallam Aminu Kano International Airport.