Abstract

This study examines the interrelationships of complex factors influencing passengers’ satisfaction at Murtala Muhammed Airport (MMA2). The airport is the domestic and only concessioned airport terminal in Nigeria. Theoretical evidence was examined and factor analysis was carried out to identify the main groups of factors affecting passengers’ satisfaction at the Airport. It also elucidates the model and application of factor analysis. The study was conducted using questionnaires to collect the required data at the airport terminal through a convenience sampling technique. Out of six hundred and fifty-seven (657) questionnaires distributed, five hundred and fourteen (514) valid questionnaires were returned for data analysis. The findings revealed the most crucial eight factors affecting passenger satisfaction in MMA2, and are: Immigration staff attitude, Priority baggage delivery efficiency, Efficiency of available public transport options, Immigration and queuing times, Security and safety standards, Television and entertainment facilities, Internet facilities and WIFI availability, and Washroom and shower facilities. From the findings, recommendations were suggested that among thirty nine airport services listed in the service benchmark for global airport, managers of MMA2 should provide quality services with respect to: Immigration staff attitude; Priority baggage delivery efficiency; Efficiency of available public transport options; Immigration and queuing times; Security and safety standards; Television and entertainment facilities; Internet facilities and WIFI availability; and Washroom and shower facilities as they are crucial to satisfying the passengers.

Keywords

airport development, customer satisfaction, factor analysis, Murtala Muhammed Airport