2021
DOI: 10.21474/ijar01/12937
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Effect of Organisational Contextual Features on Service Quality of Selected Indigenous Airline Companies in Nigeria

Abstract: Service quality provides an incentive for customers to come back to make repeat demand. Studies have shown that Nigeria aviation industry has failed to put into proper perspective the service quality specific dimensions of reliability, responsiveness, tangibility, assurance, and empathy in its service delivery. The study therefore examined the effect of organisational contextual features on the service quality of Airline companies in Nigeria. Cross sectional survey research design was adopted and the populatio… Show more

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“…To determine the sample size, guidelines by Krejcie and Morgan (1970) were used, resulting in a minimum sample size of 384. Additionally, a 30% increment was added to account for potential attrition (Akinshipe et al, 2021) Therefore:…”
Section: Population and Sample Sizementioning
confidence: 99%
“…To determine the sample size, guidelines by Krejcie and Morgan (1970) were used, resulting in a minimum sample size of 384. Additionally, a 30% increment was added to account for potential attrition (Akinshipe et al, 2021) Therefore:…”
Section: Population and Sample Sizementioning
confidence: 99%