Complaint Management and Customer Loyalty Among Aviation Customers in Ekiti State, Nigeria

Abstract:

The study assessed complaint handling and service recovery in the Nigerian Aviation Industry using Hirshman theory. In this survey, behaviours exhibited by clients in typical complaint situation usually evidenced in local airports in Nigeria; strategic approaches that local airline operators adopt to respond to complaint and the main service failures evidenced in service delivery in the Nigerian aviation industry were examined. Data for this study was collected using structured questionnaire containing 22 questions. Out of 195 questionnaire that were distributed, 178 (91.3%) were returned. The research finding revealed that all the three airlines receive clients who at any point in time will exhibit various complaints behaviours during service failures; they do not pay serious attention to complaints lodged by customers and there are possible and visible areas of failure in the three airlines .It was recommended among others that the operators of all the three airlines must offer some kind of service support to all passengers who will in the near future be experiencing and affected by service failures. Assistance to be provided can be based on different dimensions of the needs of passengers.