Relationship between passengers’ satisfaction and service quality in murtala muhammed international airport, Lagos, Nigeria

The study examines the relationship between passengers’ satisfaction and service quality in MMIA. The sample size for the study is a total of three hundred and eighty-four (384), meanwhile, 58.3 percent of response rate was valid for data analysis. 49.1 percent valid questionnaire responses were obtained from the international terminal while 50.9 percent valid questionnaire responses were obtained from the domestic terminal. From the survey, the majority of the respondent was male representing 62.5 percent. From correlation analysis, about 71.1 percent of all service dimensions give a positive and very strong correlation, while about 18.4 percent of all service dimensions give a positive and strong correlation, also about 7.9 percent of all service dimensions give a positive and weak correlation, and about 2.6 percent of all service dimensions give a positive and very weak correlation. Efficiency of available public transport options is the only service with a very weak correlation. The study also revealed that there is a relationship between passengers’ satisfaction and service quality at P.value less than 0.05. This signifies that service quality leads to passengers’ satisfaction. It is therefore suggested that airport services should be quality so as to have a corresponding effect on high passengers’ satisfaction.

کلیدواژه ها:

Relationship ، Passengers’ satisfaction ، Service Quality ، Gap Analysis