Abstract
<p>This study assesses the relationship between dimensions of service quality and customer satisfaction from the perspectives of passengers that travel through Nigerian airports. Survey methodology was adopted for the study. Cross-sectional data were collected at four International airports with the aid of structured questionnaire. The questionnaire was administered to 600 passengers across Lagos, Abuja, Kano and Port-Harcourt airports with 71% response rate. Regression analyses reveal that although the relationship between each of the dimensions of service quality and customer satisfaction is significant at 5%, the multiple correlation coefficient ranges from weak to moderate thus suggesting that the dimensions of service quality requires further enhancement for customers satisfaction to be improved upon by the Airport Authority in Nigeria. The study advocate decisive action by the Airport Authority in Nigeria to initiate policies geared at enhancing dimensions of service quality for improved customer satisfaction at various Nigerian Airports.</p>
Highlights
Airports generally are guided by strict regulations and control measures and are usually characterized by few providers, which in some cases give room for State monopoly
This study assesses the relationship between dimensions of service quality and customer satisfaction from the perspectives of passengers that travel through Nigerian airports
Regression analyses reveal that the relationship between each of the dimensions of service quality and customer satisfaction is significant at 5%, the multiple correlation coefficient ranges from weak to moderate suggesting that the dimensions of service quality requires further enhancement for customers satisfaction to be improved upon by the Airport Authority in Nigeria
Summary
Airports generally are guided by strict regulations and control measures and are usually characterized by few providers, which in some cases give room for State monopoly. Lubbe, Douglas & Zambellis (2011) claim that the main measure of assessment of airport operations is the opinion of passengers, it is highly important to analyze passengers’ expectations and perception in respect of Airport services. It is they who must define and evaluate services
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