Perceptions of Service Quality: An Empirical Assessment of Modified SERVQUAL Model among Domestic Airline Carriers in Nigeria

摘要: Literature is replete with a large number of theories related to service quality measurement and dimensions in an airline context. To date, there no consensus opinion on the generic model most appropriate evaluate industry. This study investigates Nigerian The cross-sectional survey research design was adopted. Convenience sampling used select 800 respondents among departing air travellers Lagos State. A structured questionnaire containing 28 items developed perceived domestic airlines. data collected were analysed using descriptive statistics, Pearson’s correlation analysis, one-sample t-test. dimensionality Nigeria’s industry explored exploratory factor analysis. From analysis carried out, it established that modified SERVQUAL provided satisfactory level overall reliability context, which implies all cohesive forming dimensions. According findings this study, are positively significantly interrelated. airlines across these found be poor. dissatisfied order ranking were: flight pattern, reliability, facilities, assurance, responsiveness, employee, customization. On basis aforementioned findings, concludes operators should redefine their standards one customer-focused by identifying dimension preferred passengers continuously strive improve delivery. recommends recognize changing needs expectations customize range services unique requirements individual customers.