Assessment of Service Quality and Airline Passengers’ Satisfaction at the International Airport in Port Harcourt, Nigeria
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Abstract
The Study set out determine the relationship between Service Quality and Airline Passengers’ Satisfaction at the International Airport in Port Harcourt, Nigeria. The Purpose was to determine the relationship between Service Quality and Airline Passengers’ Satisfaction at the International Airport in Port Harcourt, Nigeria. The specific aims were to: assess Service Quality of Airlines and Satisfaction of Airline Passengers at the International Airport in Port Harcourt, Nigeria; determine how the attitudes of Airline Employees influence Airline Passengers’ choice of Airlines at the International Airport in Port Harcourt, Nigeria; and assess the relationship between Service Quality and Attitudes of Airline Passengers at the International Airport in Port Harcourt, Nigeria. The study adopted descriptive design in describing Service Quality and Airline Passengers’ Satisfaction. The research population covered Ten Airline Service Providers of the International Airport in Port Harcourt, Nigeria. 150 respondents were drawn using simple random sampling technique. Face and content validity were employed to assess the relevance of the instrument; while Cronbach Alpha Statistics was used to determine the reliability of the instrument. The dimensions of Service Quality and measures of Passengers’ Satisfaction were analyzed using Mean and Standard Deviation; while the Hypotheses were tested using Pearson Product Moment Correlation Coefficient with the Statistical Package for Social Science (SPSS) version 22. The findings revealed that there was significant relationship between Service Quality and Airline Passengers’ Satisfaction (r=0.932 p=.000). Also, there was significant relationship between In-flight Service and Airline Passengers’ Satisfaction (r=0.872; p=.000). Service Responsiveness had strong and positive correlation with Airline Passengers’ Satisfaction (r=0.881; p=.000). Baggage Handling Service had positive relationship with Airline Passengers’ Satisfaction. Check-in Service had positive correlation with Airline Passengers’ Satisfaction. Based on the findings, it was recommended that Managers of Airlines should render reliable service in order to build organizational integrity and increase Airline Passengers’ Satisfaction. Also, the Airline industry should always place Quality Service as top priority because Airline Passengers are the essence of the business.
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