IN-FLIGHT SERVICES AND CUSTOMER PATRONAGE OF DOMESTIC AIRLINES IN NIGERIA

Abstract

This study examines the impact of in-flight services on customer patronage of domestic airlines in Nigeria, focusing on cabin comfort, in-flight entertainment, and food and beverage services. As the aviation industry becomes increasingly competitive, airlines must enhance service quality to meet evolving passenger expectations. Using a descriptive research design, the study used a population of 300 through which data was collected from 171 respondents determined using Taro Yamene’s formula through structured questionnaires and analyzed using regression analysis inputted on Statistical Package for Social Sciences (SPSS). The findings reveal that cabin comfort has the strongest influence on customer patronage (B = 0.713, p < 0.001), followed by in-flight entertainment (B = 0.523, p < 0.001), while food and beverage services (B = 0.372, p < 0.001), though significant, have the least impact. The study concludes that passenger experience is a key determinant of airline competitiveness, with comfort and entertainment being more influential than meal quality, particularly for short-haul domestic flights. Airlines should prioritize seating ergonomics, expand entertainment options, and improve meal diversity to enhance customer satisfaction and loyalty. Future research should explore the role of digital innovation and artificial intelligence in optimizing in-flight service delivery.