The aim of this research is to conduct a comparative study of passenger satisfaction and service quality in Nigeria among the
considered airlines (Virgin Atlantic, British airways and Med-view airline) on Lagos to London route/flights. The research was based
on assessing the level of passenger satisfaction on the airline service quality attributes/dimensions. The study shows and ranked
Virgin Atlantics services first, British airways services second and Med-view airline services third. The common and important services
that the airlines respondents’ indicated to be more important are ‘safety and security, ‘Appealing appearance, attitude and uniform
of employees’, ‘flight attendant’s courteousness’, ‘Behaviour of Staffs instils confidence in customers’, and ‘Staffs good
communication skills’. A new National carrier should be established by the government and structures and frameworks need to be
put in place to ensure good quality services were offered to passengers and services ranked as importance in this research should be
giving optimum consideration for better service delivery and inturn excellent passenger satisfaction.
Adekunle, E (2019). A Study of Passenger Satisfaction and Service Quality of Selected airlines in Nigeria. Afribary.com: Retrieved May 16, 2021, from https://afribary.com/works/a-study-of-passenger-satisfaction-and-service-quality-of-selected-airlines-in-nigeria
Emmanuel, Adekunle. "A Study of Passenger Satisfaction and Service Quality of Selected airlines in Nigeria" Afribary.com. Afribary.com, 11 Sep. 2019, https://afribary.com/works/a-study-of-passenger-satisfaction-and-service-quality-of-selected-airlines-in-nigeria . Accessed 16 May. 2021.
Emmanuel, Adekunle. "A Study of Passenger Satisfaction and Service Quality of Selected airlines in Nigeria". Afribary.com, Afribary.com, 11 Sep. 2019. Web. 16 May. 2021. < https://afribary.com/works/a-study-of-passenger-satisfaction-and-service-quality-of-selected-airlines-in-nigeria >.
Emmanuel, Adekunle. "A Study of Passenger Satisfaction and Service Quality of Selected airlines in Nigeria" Afribary.com (2019). Accessed May 16, 2021. https://afribary.com/works/a-study-of-passenger-satisfaction-and-service-quality-of-selected-airlines-in-nigeria