Supply Chain Service Quality and Customers Satisfaction in Nigerian Airports

Abstract

The study examined supply chain service quality and customers’ satisfaction in Nigerian Airports: a case study of Calabar Airport. The specific objectives are to examine the relationship between supply chain service quality reliability, service quality responsiveness, service quality tangibility, service quality empathy, service quality assurance and customer satisfaction in Nigerian Airport. Survey design was employed in the study. Data information for this research work was collected from primary sources. The study employed correlation coefficient analysis to measure the degree of relationship between variables tested in the study. The major findings of the study revealed that a significant relationship exists between supply chain service quality reliability, service quality responsiveness, service quality tangibility, service quality empathy, service quality assurance and customer satisfaction. The study recommended that supply chain managers in Nigerian air ports should adopt the dimensions of supply chain service quality discussed in the current article to provide effective customer service that addresses the needs and requirements of customers in Nigerian airports. Management of Nigerian airports should be prudent in monitoring and encouraging the activities that create customer satisfaction.