ENHANCING CUSTOMER SATISFACTION IN AIR TRANSPORTATION IN NIGERIA: A CASE STUDY OF MURTALA MUHAMMED INTERNATIONAL AIRPORT.

Abstract

The aim of this study is to examine customer satisfaction in air transportation in Nigeria.  Thus, this study assesses the current level of customer satisfaction at Murtala Muhammed International Airport and identifies the key factors influencing customer satisfaction in air transportation. Also, this study evaluates the effectiveness of existing customer service initiatives at the airport and proposes strategies for improving customer satisfaction and service quality. A cross-sectional survey design was adopted for this study. The findings of this study show that the current level of customer satisfaction at Murtala Muhammed International Airport is high and that the key factors influencing customer satisfaction in air transportation include the punctuality and reliability of flight schedules, the efficiency of check-in procedures, and the ease of navigation and signage within the airport. Also this study reveals that the existing customer service initiatives at the airport in addressing passenger needs are vastly effective. As revealed by the study, the strategies that can be implemented to enhance customer satisfaction and service quality include increasing the number of staff at peak times, implementing more efficient security check procedures, and providing more information and better signage. The study recommended that maintaining high standards of cleanliness and facility maintenance should be prioritized and also investing in comprehensive staff training programs. In addition, implementing and continuously upgrading advanced technologies can streamline operations and improve efficiency.