Department of Transport Management

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Customers Satisfaction on Service rendered in a Privately Owned Airline; A case of Aero Contractor
(Nigerian Institute of Transport Technology, 2021-07-02) Oluwakoya, Adeniyi
The paper assessed the customer satisfaction level with the service rendered by a privately owned airline, a case of Aero Contractor, It also evaluates the level of patronage on the quality or services rendered to passengers in Muritala Mohammed Airport. A quantitative technique was used in analyzing the collected data. One hundred and thirty respondents travelled local routes where Aero Contractors fly, including Abuja, Calabar, Kaduna,Enugu Owerri, Port Harcourt, etc, Two hypotheses were tested. The first hypothesis states, there is no relationship between the level of service and the level of customer's satisfaction, Supported by the findings (with the significant level at 0.00). While the second hypothesis sales, there is no significant relationship between customer's patronage and services offered ad supported by the findings (significant level at 0.019). Both hypotheses were tested using CHI-square. The study recommends that the airline (Aero contractors) should adjust their Time management to improve service delivery to their customers. This will go a long way to change customer's perspectives on their airline's management towards achieving customer satisfaction.