Airline service quality dimensions and customer loyalty: Empirical evidence from Air Passengers’ in Lagos State

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dc.contributor.authorOghojafor, B.E.A
dc.contributor.authorLadipo, P.K.A
dc.contributor.authorRahim, A.G.
dc.date.accessioned2022-10-04T12:47:25Z
dc.date.available2022-10-04T12:47:25Z
dc.date.issued2016
dc.descriptionScholarly paperen_US
dc.description.abstractAir travellers are increasingly becoming more demanding in terms of their expectations of the quality of service offered by airline carriers. Hence, operators must improve service delivery to retain their loyalty. This study investigates the relationship between airline service quality dimensions and customer loyalty among air passengers in Lagos state. Causal research design was adopted to examine the aforementioned relationship. Convenience sampling technique was used to survey 600 air travellers. Data collected from the respondents were analysed by using Pearson correlation analysis and Anova. The findings reveal that the service quality and its dimensions are positive and significantly related to each other, overall service quality and customer loyalty. The results of the study indicate no significant difference between customers’ travelling for different motives in their perception of the quality of services. It was also discovered that flight frequency was insignificantly connected to customer loyalty. In line with the above findings, the study concludes that the airline service quality improvement initiatives should begin with recognition of customers’ needs. Correspondingly, airline operators should cultivate strategies to fulfil their service promise along the service quality dimensions, most important to air travellers to enhance customer loyalty.en_US
dc.identifier.citationOghojafor, B.E.A., Ladipo, P.K.A., & Rahim, A.G. (2016). Airline service quality dimensions and customer loyalty: Empirical evidence from Air Passengers’ in Lagos State, 5(2), 155-177en_US
dc.identifier.urihttps://ir.unilag.edu.ng/handle/123456789/11665
dc.language.isoenen_US
dc.publisherZech Journal of Tourismen_US
dc.relation.ispartofseriesMasark University, Poland;5(2)
dc.subjectService qualityen_US
dc.subjectCustomer loyaltyen_US
dc.subjectFlight frequencyen_US
dc.subjectAir travelleren_US
dc.titleAirline service quality dimensions and customer loyalty: Empirical evidence from Air Passengers’ in Lagos Stateen_US
dc.typeArticleen_US
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