School of Logistics and Innovation Technology

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https://repository.futo.edu.ng/handle/20.500.14562/1247

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Browsing School of Logistics and Innovation Technology by Subject "Airline"

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    Evaluation of airline service quality attributes: The Nigerian experience
    (U. P., 2017-12) Ejem, E. A.; Dike, D. N.; Igboanusi, C. C.; Ezenwa, A.; Erumaka, O.; Chukwu, O. E.
    Airlines are suffering from such competition. Service quality is typically defined regarding consumer satisfaction. The purpose of this paper is to provide a better understanding of how satisfaction level among passenger with Arik and Aero Airlines is and how its managers can improve their service quality. To reach to achieve this purpose, we have studied different models of service quality measurement and adopted Gronroos model as a comprehensive model, we developed and adopted it to encompass various aspects of airlines’ services. We inclusively inferred that passengers of Arik and Aero are not satisfied with the perceived services and it warns manager to focus on passengers’ expectations. Tangibles, assurance, responsiveness, reliability, empathy, image and technical quality are seven features of the model, and in all of them, passengers feel dissatisfied. Managers should treat employees, improve visual facilities and coordinate all people, departments, and organizations involved with the airline. Finally, with airline must measure passengers’ satisfaction and service quality seasonally to keep the services corresponded with customers’ opinions.
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    Exploratory factors analysis of human resources management strategies in the Nigerian Airline Industry
    (U. P., 2017) Ejem, E. A.; Dike, D. N.; Okoroji, L. I.; Igboanusi, C.
    t - The aftermath of liberalisation of the Nigerian aviation sector reveals itself in increasing demand for airline services at the Nigerian air terminals. The new competitive regime is seemingly a corollary of policy intervention to induce growth in quondam public dominated sub sector. Such impact will no doubt attract passenger services variance levels. The study examined factors which describe the critical variables that impinge on human resource management in a typical airline. To achieve some reduction in the categorical data points to deal with, while also investigating the structure of the data, we carried out an exploratory factor analysis. The analysis also serve the purpose of streamlining the study by removing highly correlated variables from the data set. The Principal Component Analysis (PCA) was the extraction method used under the IBM SPSS 19.0 system. The result of the Principal Component Analysis seemed somewhat reasonable in the absence of a clear idea of the nature of the distribution of airlines personnel interviewed in the study; that is, since we could not tell whether the data was generally normally distributed or significantly normal. The numbers of factors retained following the analysis were five including: supervision of staff performance; effect of good interpersonal relationship; effect of provision of working equipment/facilities; reward for excellence in performance and the need for credit on staff performance. The critical variables that motivates employees of the airlines is the provision of working equipment and facilities. This is closely followed by need for labour pressure group to protect the interest of the staff. The next prime motivator of the workforce is provision of adequate reward system for excellence in workers’ performance of their task. From the communalities recorded in the analysis, where it is shown that the two variables with the lowest values scored 0.610 and 0.654 respectively. One may therefore summarize that the analysis has unraveled the structure of the factors used to represent human resource management strategies.
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    Passengers demand model for domestic airline in Nigeria: A case study of Airk Air
    (U. P., 2017) Ejem, E. A.; Ibe, C. C.; Okeudo, G. N.; Dike, D. N.; Ikeogu, C. C.; Igboanusi, C. C.
    In this paper, a passenger demand model for domestic was built. This model considers roles of airline service variables such as; service frequency, aircraft size, ticket price, flight distance, and number of airports in the route. It takes into account the influence of originating passengers in the metropolitan areas. The airport capacity, which has significant impact on service quality in airport and in the airline network, is considered. Researchers confirm importance of originating passengers, finds that, interestingly, airlines’ services in first flight leg are more important, and attracting passengers than those in the second flight leg. Based on study data, it was discovered that DIST, ORIG, DOMI and CAPA has positive individual elasticities of 0.027, 0.654, 0.558 and 1.137 with respect to passenger demand in airline route. This implies that 1% increase in each variable will increase passenger flow by 0.2%, 6.5%, 5.6% and 11.4% respectively in airline routes under study. These findings are helpful for airlines to understand effects of changing services, and also useful for us to quantify benefits of airport expansion projects.