A Study of Passenger Satisfaction and Service Quality of Selected airlines in Nigeria

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.