Airline Service Quality and Passengers’ Loyalty in the Nigerian Civil Aviation Sector
Publication Date: 14/10/2023
Author(s): Edim Eka James, Inyang Bassey Inyang, Dafe Okpomo Akene, Odinka Prisca Chinyere, Cobham Mkpang Akabomita.
Volume/Issue: Volume 2 , Issue 1 (2023)
Abstract:
In this study, we investigated the role of airline service quality in influencing passengers’ loyalty in the Nigerian civil aviation sector. The study specifically examined the effects of pre-flight, in-flight and post-flight service quality on passengers’ loyalty. Being a cross-sectional study, we obtained primary data from 400 passengers of airlines in two major airports in South-South Nigeria – Calabar and Uyo Airports using an online structured questionnaire. The questionnaire contained measures adapted from extant relevant studies for valid and consistent measurement. After data collection, the study hypotheses were then tested using multiple regression method. The findings indicated that pre-flight, in-flight, and post-flight service quality had significant positive effects on passengers’ loyalty towards Nigerian airlines. These findings hereby constitute substantive empirical evidence to conclude that airline service quality plays an indispensable role in influencing passengers’ loyalty in the Nigerian civil aviation sector. Therefore, we recommended that Nigerian airlines should consistently improve the quality of their pre-flight, in-flight and post-flight services on a continuous basis in order to deliver satisfactory travel experience to passengers at every point of service encounter.
Keywords:
Airline, Service Quality, Passengers’ Loyalty, Nigerian Civil Aviation Sector
