EFFECT OF ORGANISATIONAL CONTEXTUAL FEATURES ON SERVICE QUALITY OF SELECTED INDIGENOUS AIRLINE COMPANIES IN NIGERIA

Service quality provides an incentive for customers to come back to make repeat demand. Studies have shown that Nigeria aviation industry has failed to put into proper perspective the service quality specific dimensions of reliability, responsiveness, tangibility, assurance, and empathy in its service delivery. The study therefore examined the effect of organisational contextual features on the service quality of Airline companies in Nigeria. Cross sectional survey research design was adopted and the population was 2881 regular employees of Arik airline, Aero Contractors airline, Med View airline and Air Peace airline. The sample was 441 determined using Krejcie and Morgan (1970) formulain addition to an attrition rate of 30%. The study used the proportionate sampling technique. Data were collected using an adapted, structured, and validated questionnaire. The Cronbachs Alpha coefficients for the constructs ranged from 0.798 to 0.853. The response rate was 78.8%. Data collected were analyzed using descriptive and inferential (multiple linear regression) statistics. The finding revealed that organisational contextual features through organisational culture and organisational structure have statistically significant effect on service quality of the selected indigenous airline companies in Nigeria. The study recommended that Indigenous airline companies in Nigeria should ensure establishment of organic structure and sustenance of people oriented corporate culture that promote customer satisfaction, customer loyalty and customer delight through service quality that guarantee patronage from air travelers in Nigeria and overseas.