Title:
AIRLINE SERVICE RECOVERY STRATEGIES AND PASSENGERS’ SATISFACTION IN NIGERIA

Authors:
Aniebiet J. Etuk Ph.D,Imoh C.Uford Ph.D. and Unyime Emmanuel Udonde, Nigeria

Abstract:
This study examined airline service recovery strategies and passengers’ satisfaction in Nigeria. Its aim was to determine the effects of compensation, communication, feedback, empowerment, explanation, apologies, and tangibles on passengers’ satisfaction in Nigerian airlines. The study adopted a cross-sectional survey research design. From a finite population of 1,491 passengers, a sample size of 315 passengers was determined using the Taro Yamane formula. Subsequently, a structured questionnaire was used to obtain primary data for the study. The data obtained were descriptively analyzed while hypotheses testing were executed using simple linear regression. Consequently, the findings of the study revealed that out of the airline service recovery strategies tested (compensation, communication, feedback, empowerment, explanation and apologies) had significant positive effects on passengers’ satisfaction in Nigeria, whereas tangibles had a nonsignificant effect on passengers’ satisfaction towards airlines in Nigeria. Furthermore, the study made practical recommendations which could be applied by players in the commercial aviation industry.