Users’ Perceptions of Service Quality in Murtala Muhammed International Airport (Mmia), Lagos, Nigeria

Abstract

MMIA enjoys the position of aviation hub in Nigeria, in terms of passengers’ and freights movements. This is because of the available facilities and services. The functionalities of these services and facilities have come under scrutiny of late. This study looks at this from the users’ perspective aimed at proffering recommendations for meeting the myriad shortfalls of the Nigeria’s pride. This would offer the airport managers, policy makers, aviation experts, researchers, air transport students and the general public a useful guide all streamlined for better service delivery in time, efficiency, comfort, cost and functionality.  Furthermore, the troubles in the airline industry can provide important lessons for managers in other industries interested in questions of customer service.

Keywords: airport, users’ perceptions, service quality