Service Quality Delivery and Passenger Patronage in Ibom Air: The Role of Online Booking and On-Time Flight Performance

In the evolving Nigerian aviation industry, service quality has become a crucial determinant of airline competitiveness and customer retention. This study examines the impact of service quality delivery specifically online booking efficiency and on-time flight performance on passenger patronage in Ibom Air, a prominent domestic airline in Nigeria. Using a descriptive survey research design, data were collected from 400 respondents through questionnaires and analyzed using frequency counts, percentages, and multiple regression via SPSS. The findings reveal that both online booking systems and on-time flight performance significantly influence passenger patronage, with regression results indicating strong predictive relationships (p < 0.05). Notably, Ibom Air’s improvements in digital booking accuracy and punctuality were associated with increased customer satisfaction, trust, and repeat usage. The study concludes that consistent, reliable, and customer-centric service delivery is essential for sustaining loyalty and enhancing competitive advantage in the Nigerian aviation market. Recommendations are made for continuous technological innovation, staff training, and strategic investments in operational efficiency to maintain and grow Ibom Air’s patronage base.