Assessing the Post-COVID-19 Airline Services and Recovery Strategies in the Nigerian Aviation Industry
DOI:
https://doi.org/10.51459/jostir.2025.1.2.0149Keywords:
Airline recovery, COVID-19, Crisis management, Digital transformation, Nigerian aviation, Passenger satisfaction, Service qualityAbstract
The COVID-19 pandemic caused a sudden and severe disruption to the global aviation industry. This study seeks to understand the effects of the pandemic on the Nigerian aviation sector by assessing operational and passenger service quality metrics at the Murtala Muhammed Airport(MMA) in Lagos. This examination was done to analyze the efficiency of the recovery strategies implemented during and after the pandemic. This research was based on a quantitative approach where descriptive and regression analysis, Relative Importance Index (RII) calculations, and a SERVQUAL survey conducted on 292 passengers and staff sampled through stratified random sampling were used. The results document the overwhelming effects of the pandemic, capturing the severe downturns such as a 64.2% decrease in RPK for 2020, while also detailing the most significant recovery efforts that were implemented by Nigerian airlines. The strongest recovery efforts were Enhanced Safety Protocols (RII=0.854), Digital Transformation (RII=0.813), and Dynamic Pricing (RII=0.781). Further analysis with structural equation modeling established that passenger satisfaction is largely determined by perceived safety (beta=0.614) and digital convenience (beta=0.547). This study, informed by the Resource Based View and a Crisis Management Theory, provides comprehensive strategies for Nigerian airlines, airports, and aviation policymakers aimed at promoting sustainable aviation in Nigeria and enhances the crisis management literature in emerging markets.
Keywords: Airline recovery; COVID-19; Crisis management; Digital transformation; Nigerian aviation; Passenger satisfaction; Service quality.
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