DEVELOPMENT OF A FRAMEWORK FOR AIR REMARK APPLICATION: A CASE OF NIGERIAN AVIATION INDUSTRY

Abstract

ABSTRACT It is no longer news that the biggest transportation industry in the world is the airline industry and to gain customers' loyalty, airline owners focus on service strategy to ensure customers' satisfaction. Unfortunately, customers do sometimes experience service failure from delayed flights, canceled flights, loss of baggage, flight crew/staff ill-behaviour, check-in process, airline meals amongst others. However, for airline owners to improve on their services and gain a competitive advantage in the business, there is a need to evaluate the quality of their services being rendered. This evaluation can easily be achieved if there is a means of getting customers' remarks to services given. Unfortunately, this has not been effective as the present means of service remarks have been manual which can be stressful for some customers and leave them grumbling within, which can in turn affect the productivity of the industry. To proffer a solution to the foregoing issues, a robust Android/Web-Based Application (AirRemark) has been developed using Agile Methodology for Mobile Application Development. The developed application which runs on both Android Phones/Web-Based systems offers the user (Airlines customer) the opportunity to register their remarks (complaints/compliments) based on the quality of airline services rendered to them. As soon as customers registers their remark, the airline service administrator gets the remark instantly and can help make immediate judgments required to ensure customers' satisfaction. This research work is in progress and the first stage of the work has been implemented which involves successful sending of remarks by customers to the administrator of the airline industry. Full implementation of the AIREMARK Application is recommended in the next phase of the work.