Abstract

This study assesses the predictors of customer choice of airline in Nigeria. Specifically, the aim of this study is to identify the services provided by the airline operators to customers in the Nigerian aviation industry, examine how the passengers' socio-economic status affects their choice of airline in Nigeria, evaluate the determinants of customer satisfaction in the Nigerian airline industry, highlight the areas of service priorities with regards to customer choice of airline in Nigeria and determine the level of patronage and factors which influence customer choice of airline in Nigeria. The scope of this study covers predictors of customer choice of airline in Nigeria. The study covers some selected airline travellers in a selected airline comapny in Nigeria. The selected airline are are Arik Air, Aero Contractors, First Nations Airways, Discovery Air, Air Peace, Air France, Dana Air, and Med-view Airline. This research work adopted a-survey research method to carry out the findings because of the theme of the research work.The instrument for data was mainly be the questionnaire which was administered to the selected respondents. The data collected from the respondents was edited, coded, captured and presented on IBM SPSS version 20 for data analysis. For data processing, statistical techniques including descriptive statistics (frequency, percentages, mean and standard deviation) was computed. Hypotheses tested was done using chi square. The study revealed that there are significant determinants of customer satisfaction in the Nigerian airline industry and there are significant areas of service priorities with regards to customer choice of airline in Nigeria. Therefore the study revealed that airlines should avail their air travellers more opportunities of purchasing tickets before getting to the airport as well improve comfort and on-board services.