Abstract:
The air cargo logistics is a service sector within the aviation industry responsible for the
distribution of goods through airports. The sector has been faced with struggles to deliver
service for customer satisfaction. This study examines the service qualities that cargo
customers consider to be important for their satisfaction at airports in Nigeria. Data for the
study was collected using a well-designed questionnaire administered to stakeholders at
the Murtala Mohammed International Airport, Lagos. The study successfully surveyed a
total of 223 respondents by simple random sampling. The data collected was analysed
using exploratory factor analysis to determine the service quality dimensions that satisfy
cargo customers in Nigeria. The study found that tangibility, reliability, and responsiveness
are the most important service quality factors that customers expect for their satisfaction
with the air cargo logistics service industry. The finding provides insight into the service
quality dimensions that must be improved for cargo customer satisfaction. The study
recommends that the air cargo logistics industry focus on improving indices that offer
reliable and responsive delivery of goods.
