Statistical Learning Insights on Nigerian Aviation Service Quality

Abstract

This investigation employs statistical learning techniques to analyze service quality within Nigeria's aviation industry, a sector integral to the nation's economic vitality and connectivity. The industry has faced challenges exacerbated by economic downturns, notably the rise in fuel prices and the devaluation of the Nigerian Naira since early 2022. Previously reported customer dissatisfaction prompted a thorough examination of passenger and stakeholder experiences. A cross-sectional survey methodology was adopted, yielding data subsequently analyzed through advanced machine learning algorithms. A principal component analysis (PCA) model was refined via leave-one-out cross-validation (LOOCV), an unsupervised learning approach. Findings reveal that crew member performance is the most influential factor on service quality, exhibiting an inverse relationship with other variables in the first principal component. In the second principal component, flight rescheduling emerges as a significant negative determinant. Recommendations from this analysis are directed at aviation industry practitioners, policymakers, and stakeholders, emphasizing the enhancement of crew member recruitment and training processes. Additionally, strategies to adhere to scheduled travel times are advocated. These insights are pivotal for advancing service standards in Nigeria's airline industry.