Socio-demographic characteristics and perceptions of service quality: a study of air travellers in Lagos state, Nigeria
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Economic, Management and Innovation
Perception of service quality is highly contextual and differs significantly according to consumer socio-demographics characteristics. This study examined perceptions of service quality and socio-demographic characteristics among air travellers in Lagos state, Nigeria. Cross sectional survey research design was used to survey 503 air passengers selected through convenience sampling approach. Data obtained were analyzed with Anova, t-test, and hierarchical regression analysis. Based on the analysis carried out, service quality perceptions was found to be significantly related to gender; while other socio-demographic characteristics such as age, marital status, level of education, type of occupation, and income were not significantly related to perceptions of service quality. The result of hierarchical regression analysis revealed that when gender is controlled for, the beta coefficient for other socio-demographic characteristics (age, marital status, level of education, occupation, and income) are non-significantly with respect to perception of service quality. The study concluded that stereotyping along gender identity may be inappropriate. Therefore, airline management should ensure that air passengers are treated individually and have their needs met accordingly. The study recommended that it is important for airline operators to understand customers’ expectations in term of service quality and relentlessly assess how they are performing, so as to identify gaps in service delivery and how best to remedy the shortfall.
Service quality , Socio-demographic characteristics , Perception , Airline travellers , Airline industry , Research Subject Categories::HUMANITIES and RELIGION
Rahim, A.G. (2018). Socio-demographic characteristics and perceptions of service quality: a study of air travellers in Lagos state, Nigeria, 10(3), 57-77