The Effect of Service Quality of Airlines on Customers' Satisfaction in Nigeria (a Study Ibom Air)

Student: INYENE ANIEYE OKON (Project, 2025)
Department of Business Administration
Heritage Polytechnic, Ikot Udota, Akwa Ibom State

Abstract

The study examines the relationship between the effect of service quality of
airlines on customers' satisfaction in Nigeria with a particular interest on
Ibom Air. To achieve this objective, well-structured questionnaire was
administered to 42 respondents of the company, out of these, a totai number
of 40 copies were returned. Three hypotheses were postulated to test the
significance of the research problem. Data analysis was done using Chisquare statistical tool, which proved the alternative hypotheses significant in
the hypothesis tested. Findings showed that service quality of airlines and
customer satisfaction with total quality management were not implemented
in Ibom Air. In all the departments, the employees do not fully understand
the principles and application of total quality management. Further, it shows
that service quality of airlines and customer's satisfaction in Ibom Air can
be very instrumental in improving the productivity of the organization and
ensuring that customer's satisfaction is guaranteed. In conclusion, the study
recommended among others a full and immediate installation of the
principles of total quality management, formation of quality circle and the
creation of a department that ensures that quality is upheld as a standard and
implemented in ali departments.

Keywords
quality satisfaction service airlines customer total management effect customers nigeria
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