Inventory, logistics, and transportation
U. G. Chike; M. S. Stephens
Abstract
The aim of this study is to examine customers’ satisfaction with the level of service in Murtala Muhammed International Airport (MMIA), Lagos, Nigeria; so as to identify the service attributes requiring managerial attention in the airport. The study evaluated twenty eight service attributes in ...
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The aim of this study is to examine customers’ satisfaction with the level of service in Murtala Muhammed International Airport (MMIA), Lagos, Nigeria; so as to identify the service attributes requiring managerial attention in the airport. The study evaluated twenty eight service attributes in order to assess passengers’ expectations and satisfaction. Survey was conducted and four hundred copies of questionnaire were administered to the study population. The data was analyzed using descriptive statistics, GAP analysis and t-test statistics. The results revealed that the twenty eight service attributes showed a significant difference (significant level ≤ 0.05) between male and female respondents’ perceptions. Although, the expectations of these service attributes were high yet their satisfaction level was low. This suggests that customers’ satisfaction with MMIA, Lagos decreased. Thus, the service attributes that are of high expectation to passengers using the airport but performing poorly with low satisfaction level include “Speed of bags delivery service”, “Flight are screens”, “Comfort of waiting” and “Phone/Internet/IT facilities.” The aforementioned service attributes are those that require managerial attention in the airport. Hence, major improvement is needed here so as to enhance customers’ satisfaction.
Management Sciences
A. Adeniran; S. O. Fadare
Abstract
The study examines the relationship between passengers’ satisfaction and service quality in MMIA. The sample size for the study is a total of three hundred and eighty-four (384), meanwhile, 58.3 percent of response rate was valid for data analysis. 49.1 percent valid questionnaire responses were ...
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The study examines the relationship between passengers’ satisfaction and service quality in MMIA. The sample size for the study is a total of three hundred and eighty-four (384), meanwhile, 58.3 percent of response rate was valid for data analysis. 49.1 percent valid questionnaire responses were obtained from the international terminal while 50.9 percent valid questionnaire responses were obtained from the domestic terminal. From the survey, the majority of the respondent was male representing 62.5 percent. From correlation analysis, about 71.1 percent of all service dimensions give a positive and very strong correlation, while about 18.4 percent of all service dimensions give a positive and strong correlation, also about 7.9 percent of all service dimensions give a positive and weak correlation, and about 2.6 percent of all service dimensions give a positive and very weak correlation. Efficiency of available public transport options is the only service with a very weak correlation. The study also revealed that there is a relationship between passengers’ satisfaction and service quality at P.value less than 0.05. This signifies that service quality leads to passengers’ satisfaction. It is therefore suggested that airport services should be quality so as to have a corresponding effect on high passengers’ satisfaction.