An Investigation of Servqual Dimensions in the Delivery of Satisfied Services to Customers in the Domestic Airlines Industry in Ghana

Abstract

This study investigates SERQUAL Dimensions in the delivery of satisfied services in the domestic airline industry in Ghana. Questionnaires were distributed to four hundred and fifty (450) customers from three domestic airlines namely Antrak Air, Fly 540 and Star Bow using the convenience sampling technique. The responses from the field indicate that domestic airlines operating in Ghana fall short in their adoption of SERVQUAL model to deliver quality services to their customers. According to the findings of this study, domestic airlines in Ghana are regarded by majority of the respondents as not being reliable, responsive, showing sense of assurance, empathy and tangible in all their operations. The same majority of respondents also indicated that the airlines fall short in adopting best practices of service quality.