Gap Analysis of Service Quality Delivery in the Murtala Muhammed International Airport (MMIA), Lagos, Nigeria

Abstract and figures
This study examined the gap analysis of passengers' satisfaction and service quality in Murtala Muhammed International Airport, Lagos, Nigeria. Thirty-nine SKYTRAX indicators were the benchmark for services rendered by the airport and blended into SERVQUAL attributes to analyze passengers' satisfaction and service quality. The study revealed the five most satisfied airport services as rated by passengers were Efficiency of available public transport options, Getting to and fro airport with ease, Availability of luggage trolleys, Baggage delivery times, and Priority baggage delivery efficiency. Also, the five most dissatisfied airport services as rated by passengers were Courtesy and attitude of security staff, Television and entertainment facilities, Seating facilities throughout the terminal, Language skills for airport staff, and Business centre facility. It was revealed that passengers were satisfied with the overall level of airport service quality. It was concluded that there is a very strong relationship between passengers' satisfaction and service quality. Hence, it is crucial for airport management to deliver quality service so that passengers will be satisfied. The airport management should come up with policies that will improve the attitude and courtesy of airport personnel when relating to air passengers, also airport facilities that will improve the comfort of passengers should be adequately provided.

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