Determinants of Customers’ Satisfaction in the Nigerian Aviation Industry Using Analytic Hierarchy Process (AHP) Model
Abstract: The aviation industry in Africa’s most populous nation has been experiencing an explosive growth in recent years with older domestic operators fighting competing new players. The expansion has given Nigerians a wider choice of airlines, many of them flying with new or recently refurbished aircraft, which have helped reverse the country’s situation for air safety in the wake of a spate of crashes six years ago. This paper applied the Analytic Hierarchy Process to identify the determinants of customers’ satisfaction in the Nigerian aviation industry. To achieve this aim, a sample of 100 customers were drawn from among customers (air passengers) at the Muritala Mohammed Airport 2 in Lagos, Nigeria, using convenience sampling and snowballing techniques. The quantitative approach was used to analysed the data obtained by using descriptive statistics and the Expert Choice 2000 a software designed to analyse AHP data. Findings show that customers of the aviation industry players derived their satisfaction when operators respond quickly to their requests and provides information in relation to their flights. Although there is little relative preference in terms of customers’ satisfaction regarding the services provided by the aviation operators in Nigeria, customers’ satisfaction is derived essentially from how the operators handle their ticketing and reservation services.