Service qualities in the cargo logistics industry in Nigeria

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.