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Autor
Adeola Mukarramah Modupe (Fountain University, Osogbo, Nigeria), Adebiyi Sulaimon Olanrewaju (Federal University of Agriculture (FUNAAB), Abeokuta, Nigeria)
Tytuł
Service Quality, Perceived Value and Customer Satisfaction as Determinant of Airline Choice in Nigeria
Źródło
International Letters of Social and Humanistic Sciences (ILSHS), 2014, vol. 9, s. 66-80, tab., bibliogr. 32 poz.
Słowa kluczowe
Zarządzanie zadowoleniem klientów, Jakość usług, Transport lotniczy
Customer satisfaction management, Quality of services, Air transport
Uwagi
summ.
Kraj/Region
Nigeria
Nigeria
Abstrakt
The success of airlines depends majorly on the ability to identify customers' wants and needs, and factor it in the quality service that would meet customers' satisfaction. Thus, there is need for continuous research so as to assist all the players survive in the changing business environment.This paper examines service quality, perceived value and customer satisfaction as the determinant of choice of airline by air travellers in Nigeria. Survey method was employed using primary data obtained through the use of questionnaires. 220 questionnaires were administered by the researcher through purposive sampling to air travellers at MM2 in Lagos which 200 were returned and properly filled. The questionnaires were analysed using descriptive statistics, correlation and regression with the support of SPSS 17. The study revealed that the income/social status, poor states of roads as well as the insecurity accounts for the sudden rise in air transport travellers and that service quality, perceive value influences their satisfaction level on the choice of airline. Therefore, airline companies in Nigeria should increase the quality of service since many users of the air transport requires it and make sure passengers fare paid should commensurate the service delivered so as to enhance travellers patronage.(original abstract)
Pełny tekst
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Bibliografia
Pokaż
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ISSN
2300-2697
Język
eng
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