This research assessed quality-ofservice delivery by airlines operating at domestic airports in South-South Nigeria. A cross-sectional research design was used to administer copies of questionnaire to 398 randomly selected passengers. Both primary and secondary data sources were utilised to obtain first-hand information from the respondents and relevant literature. Findings showed a mean of 3.12, indicating a positive perception of the quality-of-service delivered by airlines. In addition, disagreement exist (mean: 1.98) concerning the prompt and effective response of airlines to customer concerns. Statistical analyses revealed significant associations in the study hypothesis, which shows the F-ratio value (174.784) at 16 df 397 and the 0.05 level of significance. The probability level of significance P (.000) is less than 0.05. This means that there is a significant difference in the perceptions of respondents on the impact of the quality-of-service delivery by airlines operating at domestic airports in Nigeria on consumer satisfaction. Therefore, the null hypothesis is rejected. In conclusion, this study offered valuable insights into consumer perceptions, emphasizing the imperative of improved communication, enhanced consumer education, and service delivery. Recommendations include refining communication channels, fostering consumer education initiatives to further improve consumer experiences and protection.
Oluyemi et al. (Mon,) studied this question.
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