Title: Airline Serice Quality And Passengers' Behvioural Intentions In Rivers State, Nigeria.
Authors: Ochulor, Success Chiazam And Ekeke, John Ndubueze.
Volume: 8
Issue: 10
Pages: 258-270
Publication Date: 2024/10/28
Abstract:
: This study was carried out primarily to investigate the effect of airline service quality on passengers' behaviour intentions in domestic airlines in Nigeria. Tangibility and Reliability were the two dimensions of airline service quality adopted for the study. Descriptive and casual research design was adopted for the study. The population of the study was large and unknown consequently, the sample size of 246 determined using Cochran formula for sample size determination from an infinite population. Primary data was utilized in the study primary data were collected with a well-structured questionnaire and administered to airline passengers who patronised domestic airlines. The statistical tools for data analyses was multiple regression analysis. Major findings shows that all the dimensions of airline service quality had positive significant relationship with passenger behavioural intentions. The study concluded that airline service quality constituent an important determinant of passengers behavioural intentions in the airline industry. It was recommended that airline owners/managers of airlines should adopt various strategic innovative, proactive and competitive measures based on airline service quality in line with the findings of this study. This is with a view to repositioning their respective airline brands for profitable passengers' behavioural intentions in the competitive global tourism market.