Improving service quality within the Nigerian airline industry

The demand for service quality is on the increase. Customer demands and expectations are rapidly increasing within service providing organisations as such organisations ought to match up with customers’ demand. With fast changing business environments, the Nigerian airline industry is expected to fulfil demands and expectations of its customers. This study will investigate service delivery within the Nigerian airline industry and factors affecting service delivery process with focus to hoe service quality can be achieved within this industry. This study has employed both qualitative and quantitative (mixed) research based on the Nigerian airline industry and its customers for data collection. The key focus of this research was on service quality, service quality and customer satisfaction, service quality and competition. Data collection was carried out via surveys and interviews. Researching findings reveals that the Nigerian airline industry falls below the expectations of customers as customers’ have shown great dissatisfaction of services rendered