The study tries to evaluate the service quality of a Nigerian Airline with objectives to determining what\r\nconstitutes the service variables in the Nigerian air transport Industry, how satisfied are the passengers\r\nwith the services of the above mentioned airline and suggest to managers of these airlines on how to\r\nimprove and promote satisfaction level of passengers. Data was collected from the respondent using a\r\nwell structured questionnaire to discover the perception of the passengers of the airline under study.\r\nThe ââ?¬Å?SERVQUALââ?¬Â model was utilized to analyze and determine the service quality gaps between the\r\ncustomerââ?¬â?¢s expectation and its perception of the service attributes. It was discovered from the result\r\nthat aerocotractors airline exhibited a good service quality in the empathy, responsiveness and the\r\ntechnical dimension of their services but the reliability; tangible dimension needs a lot of improvement\r\nand generally a mean score of -5.71 showed a poor service level. On this ground, recommendations\r\nwere made for airline managers to improve the service that exhibited a below expectation level of\r\nservice and regular survey of their performance from their customers should be carried out to stay\r\ninformed with the current needs of its passengers.
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