ABSTRACT
Transportation could be defined as that aspect of general business that deals with the movement of passengers and goods from point of origin to point of destination. The air transport industry is an important service sector that supports other key economic sectors such as tourism, manufacturing, international trade and business, as well as contributing to national GDP. The fundamental issue is that customers will most likely patronize a service provider if they consider its services to be of high quality. Over the years the airlines industry in Nigeria have been unable to grow, expand and be strong enough to attract more Nigerians to travel by air, and this has contributed to excess capacity (or performance below capacity) that leads to huge economic losses in terms of potential turnover of air travelers not captured as passengers by the airlines. The objective of this study is to examine the perception of passengers on service quality, examine of customers expectation of service delivery and analyze the effect of performance of Dana on service quality on their service quality.
The theoretical framework for this study starts with a discussion of services and its features. Also previous authorities perceptions on the subject were introduced by the different service quality and customer satisfaction models summarized. Airline service quality is discussed preparing the grounds for presentation of the airline service process model with dimensions and attributes. The method of sampling involved the usage of simple random sampling. The source of data was the primary source of data. Essentially, this study has three areas of summary in accordance with the questionnaire paying attention to the expectations of the customer on service quality.
Findings reveals that the majority of the respondents are male with 60.2 % of the total gender sampled. The age group of majority of the respondents are between the age of 41-55 with a percentage of 61.3% of the total sample. Pearson correlation analysis was conducted to study the relationship between service quality dimensions. It showed that inter-correlations among the service quality dimensions reveal high positive and statistically significant correlations
This study recommends that as safety is the number one priority dimension of passengers. Therefore domestic airlines should strive to keep a good safety records, increase security measures and possibly have well-train vigilant employees to give passengers more confidence.
TABLE OF CONTENTS
CHAPTER ONE: INTRODUCTION
1.1 Background to the study
1.2 Statement of the problem
1.3 Research Questions
1.4 Aim and Objectives of the study
1.5 Research Hypothesis
1.6 Significance of the study
1.7 Scope of the study
1.8 Study Area
1.9 Methodology
1.9.1 Data Collection
1.9.2 Population of Study
1.9.3 Sampling Size
1.9.4 Data Analysis Technique
CHAPTER TWO: LITERATURE REVIEW AND THEORITICAL FRAMEWORK
2.1 Services
2.2 Quality of Service
2.3 Measuring Service Quality
2.4 Customer Satisfaction
2.5 Service Quality and Customer Satisfaction
2.6 Customer Satisfaction and Expectation Management
2.7 Airline Service Quality
2.8 Airline Service Process
2.9 Attributes of Airline Service Process
2.10 Theoretical Framework
CHAPTER THREE: DATA PRESENTATIONS AND ANALYSIS
3.0 Introduction
3.1 The Frequency Distribution of Respondents’ Profile
3.2 Examine the perception of passengers on service quality.
3.3 Examine of customers expectation of service delivery.
3.4 Mean of Service Quality Dimension
CHAPTER FOUR: SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION
4.1 Introduction
4.2 Summary of Findings
4.3 Conclusion
4.4 Recommendation
REFERENCES
APPENDIX
