Journal of
Hospitality Management and Tourism

  • Abbreviation: J. Hosp. Manage. Tourism
  • Language: English
  • ISSN: 2141-6575
  • DOI: 10.5897/JHMT
  • Start Year: 2010
  • Published Articles: 72

Full Length Research Paper

Evaluation of service quality of Nigerian airline using servqual model.

Chikwendu DU*, Ejem E and Ezenwa A
Department. of Transport Management Technology, Federal University of Technology, Owerri, Nigeria.
Email: [email protected]

  •  Accepted: 27 December 2012
  •  Published: 31 December 2012


The study tries to evaluate the service quality of a Nigerian Airline with objectives todetermining what constitutes the service variables in the Nigerian air transport Industry, how satisfied are the passengers with the services of the above mentioned airline and suggest to managers of these airlines on how to  improve and promote satisfaction level of passengers. Data was collected from the respondent using a well structured questionnaire to discover the perception of the passengers of the airline under study.  The “SERVQUAL” model was utilized to analyze and determine the service quality gaps between the customer’s expectation and its perception of the service attributes.  It was discovered from the result that aerocotractors airline exhibited a good service quality in the empathy, responsiveness and the technical dimension of their services but the reliability; tangible dimension needs a lot of improvement and generally a mean score of -5.71 showed a poor service level. On this ground, recommendations were made for airline managers to improve the service that exhibited a below expectation level of service and regular survey of their performance from their customers should be carried out to stay informed with the current needs of its passengers.


Key words: Servqual, Tangibles, reliability, responsiveness, empathy, Technical and assurance.