EFFECT OF EMPLOYEE SERVICE ON INTERNATIONAL AIRLINE PASSENGERS’ BEHAVIOURAL INTENTIONS IN FOREIGN AIRLINES: THE NIGERIAN EXPERIENCE

Abstract

The study investigated the direct effect of employee service on customers’ behavioural intentions in foreign airlines operating in Port Harcourt, Rivers State, Nigeria.The descriptive survey research design generated data from 150 international airline passengers who were found in their respective offices using a well structured questionnaire with 9 scale items, in addition to four demographic items. The statistical result from the inferential analysis with the aid of SPSS revealed that repurchase intention and word of mouth communications (customers’ behavioural intentions) towards the foreign airlines is driven by employee service. Thus, the results showed that employee service had positive significant effect on repurchase intentions and positive word of mouth communications of international passengers. Entrepreneurs/managers operating foreign airlines in the tourism industry are expected to build capabilities in human capital selection, training and development based on the needs and expectations of their target market.