As Assessment of Airline Service Quality in a Category One Nation: Focus on Mallam Aminu Kano International Airport

Abstract

To evaluate airline service quality from passengers’ in a Category One (CAT1) nation. The researchers used quantitative method to evaluate airline quality of service, from passengers’ perspective at Mallam Aminu Kano International Airport (KAN). In a week period, two hundred (200) questionnaires were administered; though one hundred thirty (130) responses were gathered from passengers who travelled with the Arik Air, Aero Contractor, and Azman airlines, these air airlines were chosen because they are preferred passenger's choice. The study findings revealed that independent variables influenced airline's quality of service at the KAN. The outcome of service quality analysis demonstrated that there is a statistical significant relationship between passengers’ perspectives and reliability of the airline services. There is a statistical significant relationship between passengers’ perspectives and affordability of services. Finally, there is a statistical significant link between passenger’s perspectives and comfortability of the airline services. Recommendations: on how airlines and government can create synergy to improve service quality for better and sustain passenger experience, while leveraging on the nation CAT 1 status.

Authors

• Nwaogbe, Obioma R Embry-Riddle Aeronautical University
• Pius, Abraham Embry-Riddle Aeronautical University
• Balogun, A. O. Embry-Riddle Aeronautical University
• Ikeogu, C. C. Embry-Riddle Aeronautical University
• Omoke, V. Embry-Riddle Aeronautical University

Keywords

• Airline
• Airport
• CAT1
• Quality of Service
• Passengers and Satisfaction