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.
Inventory, logistics, and transportation
Ch. G. Udoka
Abstract
The aim of this study is to examine the impact of passengers’ traffic on Exchange Rate (ER) and economic growth in Nigerian aviation industry. This study adopts an ex-post facto research design, a systematic empirical inquiry in order to carry out the research. Secondary data was obtained from ...
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The aim of this study is to examine the impact of passengers’ traffic on Exchange Rate (ER) and economic growth in Nigerian aviation industry. This study adopts an ex-post facto research design, a systematic empirical inquiry in order to carry out the research. Secondary data was obtained from the Federal Airports Authority of Nigeria (FAAN) and National Bureau of Statistics (NBS). The study employed trend analysis on the time series data and regression analysis to explore the cause-and-effect relationship among variables. The result showed that the trend of exchange rate and aviation contribution to Gross Domestic Product (GDP) have been on increase over certain periods. Hence, the linear trend line shows a steady increase in the pattern of exchange rate and economic growth over the sample period of 2000 to 2020 with R-squared values of 0.714 and 0.824, respectively indicating a good fit of the line to the data. The regression analysis revealed that Passengers’ Traffic (PT) has a positive impact on ER and economic growth. Thus, with a T-statistic of 3.296 and probability of 0.004, it indicates a statistically significant effect on the dependent variable (i.e. Exchange Rate). Also, with a T-statistic of 6.119 and probability of 0.000, it indicates a statistically significant impact on the dependent variable (i.e. Economic Growth).