Document Type : Research Paper

Authors

1 Department of Transport Management Technology, Federal University of Technology, Akure. P. M. B. 704, Akure, Nigeria.

2 Department of Urban and Regional Planning, Obafemi Awolowo University, Ilesa Ife, Nigeria.

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 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.

Keywords

Main Subjects

[1] Adeniran, A. O. (2017). Assessment of Passengers’ Satisfaction of Service Quality in Murtala Muhammed International Airport, Ikeja, Lagos, Nigeria (Master Thesis at the Department of Transport Management Technology, Federal University of Technology, Akure, Nigeria).
[2] Aidoo, E. N., Agyemang, W., Monkah, J. E., & Afukaar, F. K. (2013). Passenger’s satisfaction with public bus transport services in Ghana: A case study of Kumasi–Accra route. Theoretical and empirical researches in urban management, 8(2), 33-44.
[3] Airports Council International (ACI). (2000). Quality of service at airports. ACI.
[4] Airports Council International (ACI) (2002). Activities and achievements.ACI.
[5] Ali, A. N. (2010). An assessment of the quality of intraurban bus services in the city of Enugu, Enugu State, Nigeria.  Theoretical and empirical researches in urban management, 5(6 (15), 74-91.
[6]  Al-Refaie, A., Bata, N., Eteiwi, D., & Jalham, I. (2014). Examining factors that affect passenger's overall satisfaction and loyalty: evidence from jordan airport. Jordan journal of mechanical & industrial engineering, 8(2).
[7] Chumakova, A. (2014). Passengers’ satisfaction on facility services in terminal 2 of Tampere airport (Bachelor’s thesis at Tampere University of Applied Sciences). Retrieved from https://www.theseus.fi/handle/10024/73689
[8] Anderson, E. W., & Mittal, V. (2000). Strengthening the satisfaction-profit chain. Journal of service research, 3(2), 107-120.
[9]Graham, A. (2003). Managing Airports: An international perspective. Butterworth-Heinemann. An imprint of Elsevier.
[10] Appelbaum, S. H., & Fewster, B. M. (2003). Global aviation human resource management: contemporary employee and labour relations practices. Management research news, 26(10/11), 56-69.
[11] Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European journal of marketing, 38(1/2), 253-275.
[12] Oghojafor, B. A., & Adekoya, A. G. (2014). Determinants of customers’ satisfaction in the Nigerian aviation industry using analytic hierarchy process (AHP) Model. Acta Universitatis Danubius. Œconomica, 10(4).
[13] Brady, M. K., Cronin Jr, J. J., & Brand, R. R. (2002). Performance-only measurement of service quality: a replication and extension. Journal of business research, 55(1), 17-31.
[14] Budiono, O. A. (2009). Customer’ satisfaction in public bus transport: A study of travelers’ perceptions in Indonesia (Master Thesis, Service Science Program. Karlstad University).
[15]Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218.
[16] Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68.
[17] Kuo, C. W., Jouc, R. C., & Chen, T. Y. (2012). Applying loss aversion to assess the effect of air passenger’asymmetric responses to service quality on passengers’ behavioral intentions: An empirical study in cross-strait direct flights. EWGT2012Compendium of Papers.
[18] Fodness, D., & Murray, B. (2007). Passengers' expectations of airport service quality. Journal of services marketing, 21(7), 492-506.
[19] David Mc A, B. (2013). Service quality and customer satisfaction in the airline industry: A comparison between legacy airlines and low-cost airlines. American journal of tourism research, 2(1), 67-77.
[20] Eboli, L. &Mazzulla, G. (2012). Performance indicators for an objective measure of public transport service quality. Journal of european transport, Vol. 51.
[21] Horsu, E. N., & Yeboah, S. T. (2015). Influence of service quality on customer satisfaction: A study of minicab taxi services in Cape Coast, Ghana. International journal of economics, commerce and management, 3(5), 1451-1464.
[22] Fadare, S. O., & Adeniran, A. O. (2018). Comparative analysis of public operated airport terminal and concessioned airport terminal in Lagos, Nigeria. Discovery, 54(272), 304-318.
[23] Grönroos, C. (1984). A service quality model and its marketing implications. European journal of marketing, 18(4), 36-44.
[24] Arif, M., Gupta, A., & Williams, A. (2013). Customer service in the aviation industry–An exploratory analysis of UAE airports. Journal of air transport management, 32, 1-7.
[25]      Ha, H. Y. (2006). An integrative model of consumer satisfaction in the context of e‐services. International journal of consumer studies, 30(2), 137-149.
[26] Adeniran, J. A., & Adekunle, B. O. (2016). Is service quality a correlate of customer satisfaction? Evidence from Nigerian airports. International journal of marketing studies, 8(6), 128.
[27] Kassim, N., & Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia pacific journal of marketing and logistics, 22(3), 351-371.
[28] Kilbourne, W. E., Duffy, J. A., Duffy, M., & Giarchi, G. (2004). The applicability of SERVQUAL in cross-national measurements of health-care quality. Journal of services marketing, 18(7), 524-533.
[29] Kotler, P. (1994). Marketing management, analysis, planning, implementation, and control, Philip Kotler. London: Prentice-Hall International.
[30] Likert, R. (1931). A Technique for the measurement of attitudes. Archives of Psychology. New York: Columbia University Press.
[31] Lockwood, C. and Wright, L. (1999). Principles of service marketing and management. Prentice-Hall.
[32] Mattozo, T. C., da Silva, G. S., Neto, A. P. F., & Costa, J. A. F. (2012, August). Logistic regression applied to airport customer satisfaction using hierarchical quality model. International conference on intelligent data engineering and automated learning (pp. 558-567). Springer, Berlin, Heidelberg.
[33] McIver, J., & Carmines, E. G. (1981). Unidimensional scaling. Thousand Oaks, CA: Sage.
[34] Ming-kei, C. & Yui Yip, L. (2016). Travelers’ Perception on Airport Satisfaction. Journal of business & economic policy, 3(2), 55-60.
[35] Mugenda, O. M. & Mugenda, A. G. (2003). Research methods: Quantitative and qualitative approaches. Acts Press, Nairobi.
[36] Natalisa, D., & Subroto, B. (2003). Effects of management commitment on service quality to increase passengers’ satisfaction of domestic airlines in Indonesia. Singapore management review, 25(1), 85-104.
[37] Nunnally, J. C., & Bernstein, I. H. (1967). Psychometric theory (Vol. 226). New York: McGraw-Hill.
[38] Ogunnaike, O. O., & Olaleke, O. (2010). Assessing the relationship between service quality and customer satisfaction; evidence from Nigerian banking industry. Global journal of management and business research, 10(3), 2-5.
[39] Olsen, L. L., & Johnson, M. D. (2003). Service equity, satisfaction, and loyalty: from transaction-specific to cumulative evaluations. Journal of service research, 5(3), 184-195.
[40] Pallant, J. (2005). SPSS survival manual: A step by step guide to data analysis using SPSS for windows. Berkshire: Open University Press.
[41] Zeithaml, V. A., Parasuraman, A., Berry, L. L., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.
[42] Randheer, K., & Al-Motawa, A. A. (2011). Measuring commuters’ perception on service quality using SERVQUAL in public transportation. International journal of marketing studies, 3(1), 21.
[43] Krishnamurthy, R., SivaKumar, M. A. K., & Sellamuthu, P. (2010). Influence of service quality on customer satisfaction: Application of SERVQUAL model. International journal of business and management, 5(4), 117.
[44] Oh, S. O., & Jin-Woo, P. (2014). A Study on importance and satisfaction of airport selection attributes: focus on gimpo international airport and incheon international airport. International journal of business and social science, 5(10).
[45] Tiernan, S., Rhoades, D. L., & Jr, W. B. (2008). Airline Service Quality. Managing service quality, 18(3):212-224.
[46] Ojo, T. K. (2014). Users’ perceptions of service quality in murtala muhammed international airport (Mmia), Lagos, Nigeria. Journal of marketing and consumer research, 3, 48-53.
[47] Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2013). Business research methods. Cengage Learning.