Customer Perceived Value And Travelers Satisfaction Amongst Airline In Imo State, Nigeria

ABSTRACT

 

Thestudyexaminedtheeffectofperceivedvalueandtravellerssatisfactionamongstairline'usersinImoState,Nigeria.Specifically,thestudysoughttoexaminetheeffectofcustomerperceivedvalueofPriceontravellerssatisfactionamongstairlineinImoState.AscertaintheeffectsofcustomerperceivedvalueofAirportservicequalityontravellerssatisfactionamongstairlineinImoState.IdentifytheeffectsofcustomerperceivedvalueofsocialvalueontravellerssatisfactionamongstairlineinImoState.IdentifytheeffectsofcustomerperceivedvalueoffunctionalvalueontravellerssatisfactionamongstairlineinImoState.Fourresearchquestionsandfourhypothesesguidedthestudy.Theliteraturereviewedforthisstudywasunderthefollowingsubheadings:conceptualframework,theoreticalframeworks,empiricalstudiesandsummaryofliteraturereviewed.Asurveyresearchdesignwasadoptedforthestudy.ThestudywascarriedoutinImoStateAirport.Thepopulationofthisstudycomprisedof382respondentswhicharetravellersinImoStateairport.ThesamplesizewasdeterminedusingCochranformular.Hencethetotalsamplesizewas1.96.Theinstrumentfordatacollectionwasastructuredquestionnairedevelopedbytheresearcher.Thedatawasanalyzedusingfrequency,percentage,meanandstandarddeviationforresearchquestionswhilePearsonproductmomentcorrelationcoefficientwasusedtotestthehypotheseswiththehelpofStatisticalPackageforSocialScience(SPSS)version22.TheresultsrevealedthattherespondentsagreedthatalltheitemsweretheeffectofcustomerperceivedvalueandtravellerssatisfactionamongstairlineinImoState.Therefore,thenullhypothesisofnosignificanteffectswasrejectedinalltheitemstested.HencethevariableshadsignificanteffectsonthecustomerperceivedvalueandtravellerssatisfactionamongstairlineinImoState.Theresearchrecommendamongotherthings,thatthereshouldbemoreimprovementonservicereliabilityamongairlineinImoState.

 

 

 

 

 

 

 

TABLEOFCONTENTS                                          PAGES

Coverpage                                                                                                                               i

TitlePage                                                                                                                                 ii

Declaration                                                                                                                              iii

Certification                                                                                                                            iv

Dedication                                                                                                                              v

Acknowledgements                                                                                                                vi

TableofContents                                                                                                                     vii

ListofTables                                                                                                                            viii

Abstract                                                                                                                                  ix        

CHAPTER1:INTRODUCTION                                                                                        1

1.1BackgroundstotheStudy                                                                                                    1

1.2StatementoftheProblems                                                                                        5

1.3ObjectivesoftheStudy                                                                                                        7

1.4ResearchQuestions                                                                                                 7

1.5ResearchHypotheses                                                                                                          8

1.6SignificanceoftheStudy                                                                                                     8

1.7 ScopeoftheStudy                                                                                                  9

CHAPTER2:REVIEWOFRELATEDLITERATURE                                                   11

2.1       ConceptualFramework                                                                                                11

2.1.1    OverviewofAirportIndustry                                                                                       12

2.1.2    HistoricaldevelopmentofairtransportationinNigeria                                       14

2.1.3    CustomerPerceivedValue(CPV)                                                                                 15

2.1.4    CustomerPerception                                                                                                    15

2.1.5    Customersatisfaction                                                                                                  15

2.1.6    PerceivedValue                                                                                                           16

2.1.7    EffectofCustomerPerceivedValueandTravellersSatisfaction                         17

2.1.8    RelationshipbetweenServiceQualityandCustomerSatisfaction                                  21

2.1.9    ProblemsFacingAirTransportationinNigeria                                                   22

2.1.10  Economicandmanagerialimplicationsoftheproblems                                       25

2.2 TheoreticalFramework                                                                                          262.2.1    Stakeholders’theory                                                                                                    26

2.2.2    Thetriplebottomlinetheory                                                                                          27

2.3       ReviewofEmpiricalLiterature                                                                         27

2.4       SummaryofReviewofRelatedLiterature                                                                     33

CHAPTER3:METHODOLOGY                                                                                        34

3.1       ResearchDesign                                                                                                          34

3.2       AreaoftheStudy                                                                                                          34

3.3       SourcesofData                                                                                                35

3.4       PopulationoftheStudy                                                                                     35

3.5       SamplesizeDetermination                                                                                           35

3.6       DescriptionoftheResearchInstrument                                                             36

3.7       ValidationofInstrument                                                                                              36

3.8       ReliabilityoftheResearchInstrument                                                               37

3.9       MethodofDataAnalysis                                                                                              37

CHAPTER4:PRESENTATIONANDANALYSISOFDATA                                          38

4.1       DataPresentation                                                                                                         38

4.1.1    DistributionandReturnofQuestionnaire                                                                      39

4.1.2    DistributionofRespondentsbyGender                                                             40

4.1.3    DistributionofRespondentsbyAge                                                                              41

4.1.4    DistributionofRespondentsbyMaritalStatus                                                   44

4.1.5    DistributionofRespondentsbyEducationalQualification                                            42

4.2       DataAnalysis                                                                                                               43

4.2.1    ResearchQuestion1                                                                                                     45       

4.2.2    ResearchQuestion2                                                                                                     47

4.2.3    ResearchQuestion3                                                                                                     49

4.2.4    ResearchQuestion4                                                                                                     49

4.3       TestofHypotheses                                                                                                       51

            Hypothesis1:                                                                                                               51

            Hypothesis2:                                                                                                               53

            Hypothesis3                                                                                                                54

            Hypothesis4                                                                                                                56

4.4       SummaryofFindings                                                                                                   57

4.5       DiscussionofFindings                                                                                     58

CHAPTER5:SUMMARY,CONCLUSIONANDRECOMMENDATIONS                  60

5.1              Summary                                                                                                                     60

5.2              Conclusion                                                                                                                  61

5.3       Recommendations                                                                                                      62

5.4       LimitationsoftheStudy                                                                                                62

5.5       SuggestionsforFurtherStudies                                                                        63

            References                                                                                                                  65

            Appendices                                                                                                                 68

           

           

 

 

 

 

 

 

 

 

LISTOFTABLES

 

Table                          Contents                                                                                             Pages

1:         QuestionnaireDistributionandReturn                                                              38

 

2:         FrequencyandPercentageDistributionofRespondentsbyGender                                39

 

3:         FrequencyandPercentageDistributionofRespondentsbyAge                          40       

 

4:         FrequencyandPercentageDistributionofRespondentsbyMaritalStatus                       41

5.         FrequencyandPercentageDistributionofRespondentsby

            EducationalQualification                                                                                            42

6.         MeanandStandardDeviationshowingthecustomerperceived

            valueofPriceontravellerssatisfactionamongstairlineinImoState                      43