Document Type : Research Paper


Department of Logistics and Transport Technology, Federal University of Technology, Akure, Nigeria.


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.


Main Subjects

[1]     Graham, A., Papatheodorou, A., & Forsyth, P. (Eds.). (2008). Aviation and tourism: implications for leisure travel. Ashgate publishing, Ltd.
[2]     Karemera, D., Koo, W., Smalls, G., & Whiteside, L. (2015). Trade creation and diversion effects and exchange rate volatility in the global meat trade. Journal of economic integration, 30(2) 240-268.
[3]     Doganis, R. (2005). The airport business. Routledge.
[4]     Fodness, D., & Murray, B. (2007). Passengers' expectations of airport service quality. Journal of services marketing, 21(7), 492-506.
[5]     Lumsdon, L. M., & Page, S. J. (Eds.). (2007). Tourism and transport. Routledge.
[6]     Lian, J. I., & Denstadli, J. M. (2010). Booming leisure air travel to Norway–the role of airline competition. Scandinavian journal of hospitality and tourism10(1), 1-15.
[7]     UNWTO (2015). Tourism Highlights. Retrieved  May 20, 2020, from
[8]     Lewis, B. R. (1993). Service quality measurement. Marketing intelligence and planning, 11(4), 4-12.
[9]     Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing49(4), 41-50.
[10] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of retailing70(3), 201-230.
[11] Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education.
[12] Bebko, C. P. (2000). Service intangibility and its impact on consumer expectations of service quality. Journal of services marketing, 14(1), 9-26.
[13] Douglas, L., & Connor, R. (2003). Attitudes to service quality–the expectation gap. Nutrition and food science, 33(4), 165-172.
[14] Walker, J., & Baker, J. (2000). An exploratory study of a multi‐expectation framework for services. Journal of services marketing, 14(5), 411-431.
[15] Maister, D. H. (2002). Marketing professional services: forward-thinking strategies for boosting your business, your image, and your profits. Consulting to management13(3), 57.  
[16] Yang, C. C. (2003). Establishment and applications of the integrated model of service quality measurement. Managing service quality: an international journal, 13(4), 310-324.
[17] Ladhari, R. (2009). A review of twenty years of servqual research. International journal of quality and service sciences, 1(2), 172-198.
[18] Asubonteng, P., McCleary, K. J., & Swan, J. E. (1996). Servqual revisited: a critical review of service quality. Journal of services marketing, 10(6), 62-81.
[19] Widarsyah, R. (2013). The impact of airport service quality dimension on overall airport experience and impression (Master's Thesis, Department of Hotel Administration, University of Nevada, Las Vegas). Retrieved from
[20] Adeniran, A., & Fadare, S. O. (2018). Relationship between passengers’ satisfaction and service quality in murtala muhammed international airport, Lagos, Nigeria. International journal of research in industrial engineering7(3), 349-369.
[21] Udoka, C. G. (2020). The impact of passengers’ traffic on exchange rate and economic growth in nigerian aviation industry. International journal of research in industrial engineering. 9(4), 364-378. DOI: 10.22105/riej.2020.257832.1149
[22] Spasojevic, B., Lohmann, G., & Scott, N. (2018). Air transport and tourism–a systematic literature review (2000–2014). Current issues in tourism21(9), 975-997.
[23] Jagoda, K., & Balasuriya, V. (2012). Passengers'perceptions of airport service quality: an exploratory study. Citeseerx.
[24] Bæringsdóttir, H. B. (2010). Airport service quality, satisfaction and loyalty membership-the case of keflavik and landvetter airports. rapport nr.: Master degree project 2009: 66.
[25] Sakti, R. D. (2010). Service science perspective on customer satisfaction for improving airport services: case study: adisutjipto airport and goteborg airport (Unspecified Thesis). Retrieved from
[26] Lubbe, B., Douglas, A., & Zambellis, J. (2011). An application of the airport service quality model in South Africa. Journal of air transport management17(4), 224-227.
[27] Mudassar, K., Talib, S., Cheema, S., & Raza, M. S. (2013). The impact of service quality on customer satisfaction and the moderating role of word-of-mouth. African journal of business management7(18), 1751-1756.
[28] Bogicevic, V., Yang, W., Bilgihan, A. & Bujisic, M. (2013). Airport service quality drivers of passenger satisfaction. Tourism review, 68(4), 3-18.
[29] Ching, M. K. (2014, June). Passengers' perception on airport service and quality satisfaction. Proceedings of international academic conferences (No. 0201722). Vienna: International institute of social and economic sciences.
[30] Yang, J. S., Park, J. W., & Choi, Y. J. (2015). Passengers expectations of airport service quality: a case study of jeju international airport. International journal of business and social research5(7), 30-37.
[31] Hoang, T., Dang, M., Nguyen, T., & Kim, H. (2016). Factors affecting the service quality standards at international airports when vietnam integrates tpp: a case study at tan- son nhat airport, Ho Chi Minh City,Vietnam. British journal of marketing studies,4(1), 43-52.
[32] Shamaoun, M. O. M. (2017). Airport service quality and passengers satisfaction (Doctoral dissertation, Sudan University of Science and Technology).