Service Quality and Passengers’ Loyalty of Public Transportation Companies

E., Aniebiet; A.A., Joseph; E.J., Edim; Rosemary, Matikiti

doi:10.52589/bjmms-lrq7javx

Cited by 13 publications

(10 citation statements)

References 19 publications

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“…Airline service quality refers to the level of satisfaction and experience that passengers receive when using the services of an airline company Etuk et al, 2021). It encompasses a wide range of factors that contribute to the overall impression passengers have about their journey, from the moment they book their flights to the time they disembark at their destination.…”

Section: Airline Service Qualitymentioning

confidence: 99%

Airline Service Quality and Passengers’ Loyalty in the Nigerian Civil Aviation Sector

E.J.,

B.I.,

O.A.

et al. 2023

Research Journal of Hospitality and Tourism Management

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In this study, we investigated the role of airline service quality in influencing passengers’ loyalty in the Nigerian civil aviation sector. The study specifically examined the effects of pre-flight, in-flight and post-flight service quality on passengers’ loyalty. Being a cross-sectional study, we obtained primary data from 400 passengers of airlines in two major airports in South-South Nigeria – Calabar and Uyo Airports using an online structured questionnaire. The questionnaire contained measures adapted from extant relevant studies for valid and consistent measurement. After data collection, the study hypotheses were then tested using multiple regression method. The findings indicated that pre-flight, in-flight, and post-flight service quality had significant positive effects on passengers’ loyalty towards Nigerian airlines. These findings hereby constitute substantive empirical evidence to conclude that airline service quality plays an indispensable role in influencing passengers’ loyalty in the Nigerian civil aviation sector. Therefore, we recommended that Nigerian airlines should consistently improve the quality of their pre-flight, in-flight and post-flight services on a continuous basis in order to deliver satisfactory travel experience to passengers at every point of service encounter.

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Section: Airline Service Qualitymentioning

confidence: 99%

Airline Service Quality and Passengers’ Loyalty in the Nigerian Civil Aviation Sector

E.J.,

B.I.,

O.A.

et al. 2023

Research Journal of Hospitality and Tourism Management

Self Cite

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“…Service quality is differentiated by the customer's expected performance and actual performance. The concept of service quality stems from the expectancy-disconfirmation paradigm [8].…”

Section: Introductionmentioning

confidence: 99%

The influence of service performance and passenger satisfaction on public transport loyalty in a small city in a developing country

2023

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Public transportation is widely considered more attractive in developed countries compared to developing countries, primarily due to its level of service performance, and the influencing factors vary depending on the characteristics of the place and the community. Meanwhile, passenger loyalty is essential to increase the demand for public transportation. This research aims to investigate the impact of service performance and passenger satisfaction on passenger loyalty to public bus transportation in Banda Aceh, Indonesia. The research was conducted on six Trans Koetaradja Bus corridors that connect the city and its surrounding areas, and the data was analyzed using the multiple regression method with SPSS. The results showed that that service performance and passenger satisfaction had an impact on passenger loyalty, with a correlation coefficient of 0.563. However, the determination value (R2) was only 0.317, indicating that only 31.7% of the service performance and passenger satisfaction affected passenger loyalty to the Trans Koetaradja bus. The remaining 68.3% were influenced by other variables. Meanwhile, the low contribution of service performance and passenger satisfaction was likely due to the fact that Trans Koetaradja passengers have private vehicles, which are considered more efficient. This can be seen from the respondents' trip frequency of only 1-2 times a week. To address this issue, integrated and accessible public transportation and mixed-use urban planning are needed in Banda Aceh to improve travel duration. It is hoped that these results can improve the public interest and loyalty to public transportation in their daily activities.

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“…Despite these, the ultimate factors driving growth remain rationally positive. According to Etuk, Anyadighibe, James & Mbaka (2021), for servicedelivery companies like the airline industry, in today's era of consumer enlightenment and sophistication to be able to succeed, they must have the capability to consistently deliver highquality services that meet or surpass customers' anticipations. The air transport industry in Nigeria has shown strong growth of 11.4 percent which has been sustained since 2007 (Chikwendu, Ejem & Ezenwa, 2012).…”

Section: Introductionmentioning

confidence: 99%

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2023

IJBMER

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This study examined airline service recovery strategies and passengers' satisfaction in Nigeria. Its aim was to determine the effects of compensation, communication, feedback, empowerment, explanation, apologies, and tangibles on passengers' satisfaction in Nigerian airlines. The study adopted a cross-sectional survey research design. From a finite population of 1,491 passengers, a sample size of 315 passengers was determined using the Taro Yamane formula. Subsequently, a structured questionnaire was used to obtain primary data for the study. The data obtained were descriptively analyzed while hypotheses testing were executed using simple linear regression. Consequently, the findings of the study revealed that out of the airline service recovery strategies tested (compensation, communication, feedback, empowerment, explanation and apologies) had significant positive effects on passengers' satisfaction in Nigeria, whereas tangibles had a nonsignificant effect on passengers' satisfaction towards airlines in Nigeria. Furthermore, the study made practical recommendations which could be applied by players in the commercial aviation industry.

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Service Quality and Passengers’ Loyalty of Public Transportation Companies

Cited by 13 publications

References 19 publications

Airline Service Quality and Passengers’ Loyalty in the Nigerian Civil Aviation Sector

Airline Service Quality and Passengers’ Loyalty in the Nigerian Civil Aviation Sector

The influence of service performance and passenger satisfaction on public transport loyalty in a small city in a developing country

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