Online Service Infrastructure and Customer Patronage in Nigeria Domestic Air Sector.

Abstract:

The aviation sector significantly contributes to Nigeria's economy, yet the role of online service infrastructure in shaping customer patronage within the domestic airline industry is underexplored. This study examines the impact of usability, accessibility, and reliability on customer patronage, employing the Technology Acceptance Model (TAM) as a theoretical framework. A quantitative research design was adopted, with data collected from 200 airline customers using a structured questionnaire. Data analysis was conducted using SPSS (Version 25), applying descriptive statistics and multiple regression analysis to test hypotheses. Results show that usability (r = 0.494, p < 0.05) and reliability (r = 0.435, p < 0.05) have moderate positive correlations with customer patronage, while accessibility (r = 0.269, p < 0.05) has a weaker but statistically significant relationship. The study highlights the critical role of intuitive design, consistent performance, and inclusive accessibility in enhancing customer satisfaction and loyalty. These findings provide actionable insights for improving digital service delivery in Nigeria’s airline sector. Airlines are encouraged to invest in user-centered development, ensure operational reliability, and adhere to global accessibility standards to foster inclusivity and trust. Future research should explore the influence of cybersecurity and privacy features on customer trust and patronage. Additionally, longitudinal studies investigating the long-term effects of online service quality on customer loyalty could provide deeper insights into sustaining competitive advantage in the aviation industry.