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