Assessment of Passengers’ Satisfaction and Service Quality in Murtala Muhammed Airport (MMA2), Lagos, Nigeria: Application of SERVQUAL Model

Abstract

SERVQUAL model was used to assess passengers' satisfaction and service quality in the domestic terminal of Murtala Muhammed Airport (MMA2), Lagos, Nigeria. This airport is the only concessioned airport terminal in Nigeria, and it facilitates major domestic air travel in Nigeria. The study adopts primary data collected with questionnaire instrument through purposive sampling technique. One hundred and twenty (120) questionnaires were distributed to domestic passengers in MMA2 and 114 questionnaires were returned valid for data analysis and reporting. The most prioritized airport services were encapsulated in the reliability service quality attribute. The study reveals that there is need to improve the standard of facilities for the physically impaired at the Murtala Muhammed Airport 2 (MMA2). The respondents of MMA2 were satisfied with the reliability service attribute; however, respondents were not satisfied with other service attributes. This might be as a result of the fact that there is high expectation on the quality of service in MMA2 being managed under concession management strategy which is referred to as expectancy disconfirmation model. The respondents were satisfied with the overall level of service quality delivered in MMA2.