publication . Article . 2016

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

Rahim A. Ganiyu;
Open Access English
  • Published: 01 Dec 2016 Journal: Acta Universitatis Sapientiae: Economics and Business (issn: 2360-0047, Copyright policy)
  • Publisher: Sciendo
<jats:title>Abstract</jats:title> <jats:p>Literature is replete with a large number of theories related to service quality measurement and dimensions in an airline context. To date, there is no consensus of opinion on the generic model and of the number of dimensions most appropriate to evaluate service quality in airline industry. This study investigates service quality dimensions in the Nigerian airline industry. The cross-sectional survey research design was adopted. Convenience sampling was used to select 800 respondents among departing air travellers in Lagos State. A structured questionnaire containing 28 items was developed to evaluate the perceived servi...
free text keywords: service quality, SERVQUAL, gaps, consumer perceptions, service encounters, airlines, M30, L93, Business, HF5001-6182, Economic theory. Demography, HB1-3840, Ranking, Marketing, Service level objective, Personalization, Exploratory factor analysis, Service delivery framework, Descriptive statistics
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