ABSTRACT

This project, customer satisfaction of air travelers at Murtala Muhammed Airport, Ikeja is written to ascertain the level of quality service rendered  to air passengers. There are various efforts in enhancing customer satisfaction but all centers to one aim, it is geared towards determining the present level of service rendered to the air travelers and also to design ways to improve the level of customer satisfaction by meeting upto customer expectation or surpassing customer expectation. Airport/Airline operators is in the position to ensure that customer value is ascertained by providing quality services, on the side of the airport operators, adequate and functional facilities provided at the airport will enhance the customer satisfaction. This project topic plays a continuous role in service quality at the airport, thereby increasing revenue and portraying quality and standard image of the airport as airport users look forward to a safe and quality service from the airport operators..

TABLE OF  CONTENTS

Cover page i

Title page ii

Approval Page iii

Declaration iv

Certification v

Dedication vi

Acknowledgement vii

Table of contents viii

List of tables xi

Abstract xii

CHAPTER ONE

1.0 INTRODUCTION 1

1.1 BACKGROUND OF THE STUDY 1

1.2 Statement of the Problem 2

1.3 Objectives 4

1.4 Research Question 5

1.5 Significance of the study 5

1.6 Scope of the Study 6

1.7 Hypothesis 7

CHAPTER TWO

LITERATURE REVIEW

2.0 This chapter covers conceptual framework, theoretical framework, 

empirical studies 8

2.1 Conceptual Framework 8

2.1.1 Customer Satisfaction 8

2.1.2 Quality Management 10

2.1.3 Safety Management System in Aviation 13

2.1.4 The Inter-Relationship 15

2.1.5 Measuring Service Quality 16

2.1.6 Service quality 17

2. 1.7 Perceived Value 19

2.1.8 Challenges in the Aviation industry 22

2.1.9 Proposed solution to challenges 23

2.2.0 Theoretical framework 27

2.2.1 The Theory of Assimilation 27

2.2.2 The theory of Contrast 29

2.3.0 Related Empirical works 29

2.3.1 The 2015 Domestic Aviation Industry: Customer Satisfaction Survey Report 29

CHAPTER THREE

MATERIALS AND METHOD

3.1 Research Design 32

3.2 Area of study 32

3.3 Population for the Study 32

3.4 Sample and Sampling Technique 32

3.5 Instrument for Data Collection 33

3.6 Validation of Instrument 33

3.7 Data Collection Technique 33

3.8 Data Analysis technique 33

CHAPTER FOUR

4.1 PRESENTATION OF ANALYSIS 34

4.3 Discussion of findings 47

CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

5.1 Summary 52

5.1.1 Restatement of the Problem 52

5.1.2 Description of procedures used 52

5.1.3 Major Findings 53

5.2 Conclusion 54

5.3 Recommendation 54

5.4 Contribution 55

REFERENCES