CUSTOMER SATISFACTION OF AIR TRAVELLERS AT MURTALA MUHAMMED INTERNATIONAL AIRPORT, IKEJA LAGOS

ABSTRACT

This project, customer satisfaction of air travelers at Murtala Muhammed Airport, Ikeja is written to ascertain the level of quality service rendered  to air passengers. There are various efforts in enhancing customer satisfaction but all centers to one aim, it is geared towards determining the present level of service rendered to the air travelers and also to design ways to improve the level of customer satisfaction by meeting upto customer expectation or surpassing customer expectation. Airport/Airline operators is in the position to ensure that customer value is ascertained by providing quality services, on the side of the airport operators, adequate and functional facilities provided at the airport will enhance the customer satisfaction. This project topic plays a continuous role in service quality at the airport, thereby increasing revenue and portraying quality and standard image of the airport as airport users look forward to a safe and quality service from the airport operators..

TABLE OF  CONTENTS

Cover page ﾿ i

Title page ﾿ ii

Approval Page ﾿ iii

Declaration ﾿ iv

Certification ﾿ v

Dedication ﾿ vi

Acknowledgement ﾿ vii

Table of contents ﾿ viii

List of tables ﾿ xi

Abstract ﾿ xii

CHAPTER ONE

1.0 ﾿ INTRODUCTION ﾿ 1

1.1 ﾿ BACKGROUND OF THE STUDY ﾿ 1

1.2 ﾿ Statement of the Problem ﾿ 2

1.3 Objectives ﾿ 4

1.4 ﾿ Research Question ﾿ 5

1.5 ﾿ Significance of the study ﾿ 5

1.6 ﾿ Scope of the Study ﾿ 6

1.7 ﾿ Hypothesis ﾿ 7

CHAPTER TWO

LITERATURE REVIEW

2.0 ﾿ This chapter covers conceptual framework, theoretical framework, 

empirical studies ﾿ 8

2.1 ﾿ Conceptual Framework ﾿ 8

2.1.1 Customer Satisfaction ﾿ 8

2.1.2 ﾿ Quality Management ﾿ 10

2.1.3 ﾿ Safety Management System in Aviation ﾿ 13

2.1.4 ﾿ The Inter-Relationship ﾿ 15

2.1.5 ﾿ Measuring Service Quality ﾿ 16

2.1.6 ﾿ Service quality ﾿ 17

2. 1.7 ﾿ Perceived Value ﾿ 19

2.1.8 ﾿ Challenges in the Aviation industry ﾿ 22

2.1.9 ﾿ Proposed solution to challenges ﾿ 23

2.2.0 Theoretical framework ﾿ 27

2.2.1 The Theory of Assimilation ﾿ 27

2.2.2 ﾿ The theory of Contrast ﾿ 29

2.3.0 ﾿ Related Empirical works ﾿ 29

2.3.1 ﾿ The 2015 Domestic Aviation Industry: Customer Satisfaction Survey Report ﾿ 29

CHAPTER THREE

MATERIALS AND METHOD

3.1 ﾿ Research Design ﾿ 32

3.2 ﾿ Area of study ﾿ 32

3.3 ﾿ Population for the Study ﾿ 32

3.4 ﾿ Sample and Sampling Technique ﾿ 32

3.5 ﾿ Instrument for Data Collection ﾿ 33

3.6 ﾿ Validation of Instrument ﾿ 33

3.7 ﾿ Data Collection Technique ﾿ 33

3.8 ﾿ Data Analysis technique ﾿ 33

CHAPTER FOUR

4.1 ﾿ PRESENTATION OF ANALYSIS ﾿ 34

4.3 ﾿ Discussion of findings ﾿ 47

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

5.1 ﾿ Summary ﾿ 52

5.1.1 ﾿ Restatement of the Problem ﾿ 52

5.1.2 ﾿ Description of procedures used ﾿ 52

5.1.3 ﾿ Major Findings ﾿ 53

5.2 ﾿ Conclusion ﾿ 54

5.3 ﾿ Recommendation ﾿ 54

5.4 ﾿ Contribution ﾿ 55

REFERENCES