CHAPTER ONE: INTRODUCTION                                                                                1

1.1       Background to the Study                                                                                           1

1.2       Statement of the Problem                                                                                           6

1.3       Research Questions                                                                                                     8

1.4       Aim and Objectives of the Study                                                                               8

1.5       Justification of the Study                                                                                           8

1.6       Scope of the Study                                                                                                     8

1.7       Historical Background of Arik Airline                                                                       9

1.7.1    History                                                                                                                        9

1.7.2    Arik Air Baggage                                                                                                        11

1.7.3    Arik Air Check-In                                                                                                       12

1.7.4    Arik Air Destinations                                                                                                  13

1.7.5    Arik Air Fleet                                                                                                              13

1.8       Methodology                                                                                                              14

1.8.1    Research Design                                                                                                         14

1.8.2    Sources of Data                                                                                                          14

1.8.2.1 Primary Data                                                                                                               14

1.8.2.2 Secondary Data                                                                                                          15

1.8.3    Population and Sample Size of the Study                                                                  15

1.8.4    Sample Size                                                                                                                 15

1.8.5    Sampling Techniques                                                                                                  16

1.8.6    Analytical Techniques                                                                                     16

1.8.7    Study area                                                                                                                   16

CHAPTER TWO: CONCEPTUAL/THEORETICAL FRAMEWORK AND 

LITERATURE REVIEW                                                                                       18

2.1       Theoretical Background of the Study                                                                        18

2.1.1    Theories of Customer Satisfaction                                                                              18

2.1.2. Expectation Disconfirmation Theory                                                                            18

2.1.3    Assimilation-Contrast Theory                                                                                     20

2.2       Air Transportation in Nigeria                                                                                      21

2.3       Operational Effectiveness and Patronage of Domestic Airlines                                28

2.4       Air Travellers Perception of Airline Image and Patronage of Domestic Airlines       28

2.5       Literature Review                                                                                                       30

CHAPTER THREE: DATA ANALYSIS AND INTERPRETATION                         37

3.1       Demographic Distribution of Respondents                                                                37

3.2       Analysis of Research Questions                                                                                 44

CHAPTER FOUR: SUMMARY OF FINDINGS, CONCLUSION AND 

RECOMMENDATIONS                                                                                                     63

4.1       Summary of Findings                                                                                                 63

4.2       Conclusion                                                                                                                  64

4.3       Recommendations                                                                                                      65

REFERENCES                                                                                                                    67

APPENDIX                                                                                                                           73

Air transportation is the transportation of passengers and cargo by aircraft and helicopters. An efficient air transport contributes to economic growth and development. However there have been conflicting report on domestic airline operation in Nigerian. This study examines the perception of air travellers on domestic airline operation at Muritala Muhammed Airport, Lagos State with focus on passenger on Arik Airline. It specifically examined air travellers perceived flight schedule of Arik Airline; analysed the travellers perception on check-in and check-out process; examined the Arik Airline customers accessibility to flight ticket and determined the perception of air travellers on route availability and convenience.

This study adopted a cross-sectional survey using questionnaire as the primary instrument of gathering information. These data were obtained through questionnaire. Two hundred (200) questionnaires were completed and returned from 200 administered to air traveler. The data collected were described using table and chart and frequency percentage with the aid of Statistical Package for Social Sciences – SPSS Version 23. 

            Findings revealed that 34.5% of the respondents which represented the highest percentage indicated that flight schedule is consistent. Majority of the respondents 26.5% disagree that Arik airline delay in arrival and departure. 35.5% decline to comment on capacity of the airline to respond to emergency situation. Majority disagree that there is increase in cancellation of flight.  It was revealed that check-in and check-out does not really take time. This was confirmed with 26.5% who said that indicated checkout process does not take longer time. Also, 46.5% agreed that check-in process is efficient. However, majority of the respondents (34%) agreed that check-in process is sometimes overcrowded. Finally it was revealed that airline crew adhere strictly to the airline check-in and check-out time schedule, and also, the respondents are satisfied with airline ticketing. On the perceived route availability by travellers, it was revealed that majority (42.5%) respondents always get to their destination directly without any stop over while 43.5% agreed that they patronize Ark airline because of their high numbers of routes. Most of the respondents were satisfied with timing and flight schedule. 31.5% agreed that the route availability offered meet their expectation while majority agreed that the service offered is satisfactory. It was found out that majority of the respondents (46%) agreed that online ticket sales is fast and reliable. Also 47% agreed that ticket prices are affordable. Likewise the reservation and ticketing of Arik airline are prompt.

The study therefore recommended that Arik airline should do more in responding to emergency or they should try to convince their customers on the prompt response to emergency by showcasing the ability in this area.

Keywords: Airline Travellers, Domestic Airlines, Muritala Muhammed Airport, Arik Airline