Consumer protection and customer satisfaction in domestic airports in South-South, Nigeria

Abstract

This study investigated consumer protection and customer satisfaction in domestic Airports in South-South Nigeria. A cross-sectional research design was used to administer 398 copies of questionnaires to airport service users through simple random techniques. Reconnaissance survey was used to determine the population units of the airport users in the South-South, Nigeria. Six airports were selected for the investigation using an inclusive and exclusive criteria technique. The gathered data was analysed using descriptive statistics such as mean, frequency and percentages. While the study hypothesis was tested using Chi-square statistic and Analysis of variance. The study findings reveal among others that consumers at domestic airports in Nigeria generally lack awareness of their rights and protections in air travel services, Also, the study results indicate that there is a significant relationship between the level of awareness among consumers regarding their rights and protections in air travel services. Again, the study results show a significant difference in the perceptions of consumer satisfaction with the grievance resolution processes in place at domestic airports. In conclusion, educational campaign at the airport regarding consumers right protections will serves as a proactive measure in improving service satisfaction at the South-South Airports in Nigeria. The study recommends among others that strengthening legal frameworks and enforcement is crucial for effective consumer protection and improved passenger experiences at domestic airports.