Gap Analysis Of Service Quality Delivery In The Murtala Muhammed International Airport (Mmia), Lagos, Nigeria

IF 1.2 4区工程技术 Q4 ENGINEERING, INDUSTRIAL International Journal of Industrial Engineering-Theory Applications and Practice Pub Date : 2019-05-25 DOI:10.14445/23499362/ijie-v6i2p101

Adeniran Adetayo Olaniyi, M. Stephens

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引用次数: 1

Abstract

This study examined gap analysis of passengers’ satisfaction and service quality in Murtala Muhammed International Airport, Lagos, Nigeria. Thirty-nine SKYTRAX indicators were benchmark for services rendered by airport and blended into SERVQUAL attributes to analyze passengers’ satisfaction and service quality. The study revealed the five most satisfied airport services as rated by passengers were Efficiency of available public transport options, Getting to and fro airport with ease, Availability of luggage trolleys, Baggage delivery times, and Priority baggage delivery efficiency. Also, the five most dissatisfied airport services as rated by passengers were Courtesy and attitude of security staff, Television and entertainment facilities, Seating facilities throughout the terminal, Language skills for airport staff, and Business center facility. It was revealed that passengers were satisfied with the overall level of airport service quality. It was concluded that there is a very strong relationship between passengers’ satisfaction and the service quality. Hence, it is crucial for airport management to deliver quality service so that passengers will be satisfied. The airport management should come up with policies that will improve the attitude and courtesy of airport personnel when relating with air passengers, also airport facilities that will improve comfort of passengers should be adequately provided.

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尼日利亚拉各斯穆尔塔拉穆罕默德国际机场(Mmia)服务质量交付差距分析

本研究对尼日利亚拉各斯穆尔塔拉穆罕默德国际机场的乘客满意度和服务质量进行了差距分析。SKYTRAX的39项指标是机场提供服务的基准，并与SERVQUAL的属性相结合，以分析乘客的满意度和服务质量。调查显示，乘客最满意的五个机场服务是:公共交通选择的效率、往返机场的便利性、行李手推车的可用性、行李递送时间和优先行李递送效率。此外，乘客对机场服务最不满意的5项是:保安人员的礼貌和态度、电视和娱乐设施、整个航站楼的座位设施、机场工作人员的语言能力、商务中心设施。调查显示，旅客对机场服务质素的整体水平感到满意。结果表明，乘客满意度与服务质量之间存在着非常密切的关系。因此，机场管理层必须提供优质服务，令旅客满意。机场管理部门应该制定政策，改善机场工作人员对航空乘客的态度和礼貌，并提供适当的机场设施，以提高乘客的舒适度。

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来源期刊

International Journal of Industrial Engineering-Theory Applications and Practice Engineering-Industrial and Manufacturing Engineering

CiteScore

1.30

自引率

45.50%

发文量

期刊介绍： The journal emphasizes use of engineering design and analysis and strives to maintain a balance between research and application. The journal covers all aspects of industrial engineering, particularly: Data mining and Computational Intelligence; Production Planning and Control; Operation Research; Service Engineering (Healthcare, etc.); Sustainability (Energy, Environment, etc.); Information Systems and Technology; Management of Technology; Manufacturing; Work Measurement, Human Factors and Ergonomics; Quality, Reliability, Maintenance Engineering; Supply Chain Management; Logistics and Material Handling; Product Design and Development; Statistical Analysis; Modelling and Simulation; Homeland Security (Defense, Disaster Preparedeness, etc.)