Major component determinants of international airport service quality in nigeria

Q3 Decision Sciences

Journal of Management Information and Decision Science Pub Date : 2022-12-31 DOI:10.26524/jms.12.71

James Ugo, Ejem Ejem A, Nwokedi Theophilus Chinonyerem, Okoroji L I, Mabachu, Justice Chigozie

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Abstract

The study analyzed the major component determinant attributes of airport service quality in Nigeria with a view to establishing the priority service quality attributes/factors which airport authorities in Nigeria should follow in improving airport service quality and utility derivable from consumption of airport services by airlines and passengers. Using the Nnamdi Azikiwe International Airport (NAIA), Abuja and the Murtala Mohammed International Airport (MMIA), Lagos as case studies, the study employed questionnaire as a survey instrument to generate primary data used for the study. The survey instrument was calibrated to elicit responses from airlines staff and air passengers in the two airports on what service quality attributes among the five consolidated attributes of responsiveness, reliability, tangibles, empathy and assurance contribute significantly to their judgment about airport service quality in each airport in line with the SERVQUAL model. The principal component factor analysis (PCFA) was used to analyze the data obtained from the survey and the major significant determinant attributes of airport service quality where determined from the perspectives of both the airlines and air passengers as major consumers airport services in Nigeria.

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尼日利亚国际机场服务质量的主要决定因素

该研究分析了尼日利亚机场服务质量的主要组成决定属性，以期确定尼日利亚机场当局在提高机场服务质量和航空公司和乘客从机场服务消费中获得的效用时应遵循的优先服务质量属性/因素。该研究以阿布贾的Nnamdi Azikiwe国际机场(NAIA)和拉各斯的Murtala Mohammed国际机场(MMIA)为案例研究，采用问卷调查作为调查工具，生成用于研究的主要数据。调查工具经过校正，以收集两个机场的航空公司员工和航空旅客的回应，根据SERVQUAL模型，在响应性、可靠性、有形、共情和保证五个综合属性中，哪些服务质量属性对他们对每个机场服务质量的判断有重要影响。主成分因子分析(PCFA)用于分析从调查中获得的数据和机场服务质量的主要重要决定因素属性，其中从航空公司和航空乘客作为尼日利亚机场服务的主要消费者的角度确定。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Journal of Management Information and Decision Science Decision Sciences-Information Systems and Management

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期刊介绍： Journal of Management Information and Decision Sciences (JMIDS) is a reputed open access journal affiliated to Allied Business Academies. The journal focuses on disseminating the latest research in the field of management information system and its role in decision making, as well their relationships to cognate disciplines including Economics, Finance, Management, Management Science, Marketing, Statistics, Operations Research and Engineering. The journal adheres to stringent double blind peer review policy to maintain the publication quality.