International records / OpenAlex research

Customer Dissatisfaction with Commercial Airlines -The Role of Flight Cancellation and Airline Brand, Evidence from Nigeria

This study examines the impact of flight cancellations and airline brand perception on customer dissatisfaction within the Nigerian commercial aviation industry, utilizing data from 550 respondents. The research explores how flight disruptions, specifically cancellations, influence customer dissatisfaction and how the perceived strength of an airline’s brand moderates this relationship. The study employs Structural Equation Modelling (SEM) as the primary analytical tool to test hypotheses and assess the relationships among key constructs: flight cancellations, customer dissatisfaction, and air…