A SURVEY OF INTEGRATING BEST PRACTICES TO ENHANCE AIRLINES CUSTOMER SATIS FACTION

Olaniyi, T.K. and Onwuka, E.O. and Agu, J.R. (2014) A SURVEY OF INTEGRATING BEST PRACTICES TO ENHANCE AIRLINES CUSTOMER SATIS FACTION. In: International Conference on Science, Technology, Education, Arts, Management and Social Sciences iSTEAMS Research Nexus Conference, Afe Babalola University, Ado - Ekiti, Nigeria, May 2014, Afe Babalola University, Ado - Ekiti, Nigeria.

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Abstract

This paper conducts a survey of integrating Best Practices for Customer Satisfa ction (BPCS) towards enhancing Nigerian airlines success. Nigeria airlines have suffered from a wide range of problems such as low patronage, high indebtedness, accidents and extinction. An emerging Nigeria economy needs efficient air transportation becaus e of its size, geographically diverse regions, difficult terrain, deteriorating other modes of transport etc. Regrettably, Nigerian domestic airlines engag e in frequent flight cancellations and delays which have resulted in dwindling confidence of passenge rs. This paper argues the relevance of BPCS as a framework for service quality, customer satisfaction using survey analyses conducted at the Nnamdi Azikwe International Airport, Abuja Nigeria. The result shows that 90.7% of customers are not satisfied with customer service quality in their encounter with Nigerian airlines and hence the needs for a paradigm shift. The paper concludes that the integration of BPCS will result in Nigerian airlines success. It is recommended amongst others for Nigerian airlines to develop and integrate BPCS so as to enhance its success, training and retraining of staffs to get them acquainted with BPCS; regular customer satisfaction survey, development of ancillary services such as bus shuttle between the airport and a central lo cation of the city etc. Future work would include clear definition of BPCS for Nigerian airlines adoption learning from international best practices

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: Best Practices, Customer Satisfaction, Service Quality, Nigerian Airline Success
Subjects: T Technology > TJ Mechanical engineering and machinery
T Technology > TK Electrical engineering. Electronics Nuclear engineering
T Technology > TL Motor vehicles. Aeronautics. Astronautics
Divisions: Faculty of Engineering, Science and Mathematics > School of Engineering Sciences
Depositing User: Mr Tayo Okunlola
Date Deposited: 26 Sep 2015 22:02
Last Modified: 26 Sep 2015 22:02
URI: http://eprints.abuad.edu.ng/id/eprint/326

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