THE INFLUENCE OF SERVICE CONVENIENCE AND CUSTOMER PATRONAGE OF AIRLINE FIRMS IN PORT HARCOURT.

Abstract

The study examined the relationship between service convenience and customer Patronage in Port Harcourt local Government Area of Rivers State. Two dimensions and two measures were used in this study, and they are waiting convenience, Access convenience and the measures are word of mouth and repeat purchase. The study employed quasi experimental design which involved cross sectional survey. The population of the study comprises of 10 Airline firms and 100 questionnaires were distributed to the 10 Airlines. The study adopted descriptive and inferential statistical tool with the aid of SPSS version 21.0 and spearman Rank order of correlation to analyze the relationship between predictor and the criterion. In conclusion, customer service convenience perceptions are influenced not only by the characteristics of service of individual but by form related factors. Marketers can do much to improve consumer’s convenience. Based on the conclusion above, we therefore, recommend that Airline operators should pay more attention not only to the convenience outcomes of using online services but to involve customers in the service process. Managers of Airline providers should improve their Image, create repurchase intention and continuously implement creative and dynamic service delivery.