Vol. 12 No. 4 (2022): Vol 12, Iss 4, Year 2022
Articles

Major component determinants of international airport service quality in nigeria

James Ugo
Department of Transport Management Technology, Federal University of Technology, Owerri.
Ejem Ejem A
Department of Transport Management Technology, Federal University of Technology, Owerri.
Nwokedi Theophilus Chinonyerem
Department of Maritime Transport, Federal University of Technology, Owerri, Nigeria
Okoroji L I
Department of Transport Management Technology, Federal University of Technology, Owerri.
Mabachu
Department of Maritime Management Technology, Federal University of Technology, Owerri.
Justice Chigozie
Department of Maritime Management Technology, Federal University of Technology, Owerri.
Published September 19, 2022
Keywords
  • Determinant, attributes, airport, service, quality, Nigeria.
How to Cite
James Ugo, Ejem Ejem A, Nwokedi Theophilus Chinonyerem, Okoroji L I, Mabachu, & Justice Chigozie. (2022). Major component determinants of international airport service quality in nigeria. Journal of Management and Science, 12(4), 104 - 115. Retrieved from https://jms.eleyon.org/index.php/jms/article/view/628

Abstract

The study analyzed the major component determinant attributes of airport service quality in Nigeria with a view to establishing the priority service quality attributes/factors which airport authorities in Nigeria should follow in improving airport service quality and utility derivable from consumption of airport services by airlines and passengers. Using the Nnamdi Azikiwe International Airport (NAIA), Abuja and the Murtala Mohammed International Airport (MMIA), Lagos as case studies, the study employed questionnaire as a survey instrument to generate primary data used for the study. The survey instrument was calibrated to elicit responses from airlines staff and air passengers in the two airports on what service quality attributes among the five consolidated attributesĀ  of responsiveness, reliability, tangibles, empathy and assurance contribute significantly to their judgment about airport service quality in each airport in line with the SERVQUAL model. The principal component factor analysis (PCFA) was used to analyze the data obtained from the survey and the major significant determinant attributes of airport service quality where determined from the perspectives of both the airlines and air passengers as major consumers airport services in Nigeria.

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