Assessment of Airport Service Quality in Nigeria

Abstract

The study assessed the airport service quality (ASQ) in Nigeria using the SERVQUAL Model from both the perspectives of the airlines and air transport passengers as major consumers of airport services in Nigeria. Using the Nnamdi Azikiwe International Airport (NAIA), Abuja and Murtala Muhammed International Airport (MMIA), Lagos; as case studies, we used questionnaire as survey instrument to elicit the service quality expectations and perceptions of airlines and air passengers in both airports. SERVQUAL model was used to determine the airport service quality which was subsequently compared. The results of the study indicates that from both perspectives of the airlines and air passengers, the airport service quality (ASQ) in both airports are low and cannot meet the service quality expectations of both airlines and passengers. However, the results show that the MMIA, Lagos offers higher quality of airport services than NAIA, Abuja.

Keywords: Nigeria, Service Quality, airline, airport, passengers

Article Review Status: Published

Pages: 1-18 (Download PDF)

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