Air Travellers' Perception of the PR Practice of Nigerian Airlines
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The aviation industry in Nigeria has been faced with the problem of dwindling airlines and air travellers, as well as criticisms centred on exorbitant airfares, poor communication, poor crisis management and poor services among others. it is these problems that gave rise to this research work. Accordingly, this paper examines the public relations processes of domestic airlines and the level of satisfaction derived by the various publics. Also, it critically analyses how the audiences perceive the public relations practices of the airlines, an d how well the airlines have been able to build cor...
The aviation industry in Nigeria has been faced with the problem of dwindling airlines and air travellers, as well as criticisms centred on exorbitant airfares, poor communication, poor crisis management and poor services among others. it is these problems that gave rise to this research work. Accordingly, this paper examines the public relations processes of domestic airlines and the level of satisfaction derived by the various publics. Also, it critically analyses how the audiences perceive the public relations practices of the airlines, an d how well the airlines have been able to build cordial and mutual relationships between their individual companies and their publics. To this end, the purposive sampling method and survey were used as the research technique and design to obtain data. Findings revealed that the public relations practices of the airlines are average and that they do not uphold high standards. As a result of these, most of the air travellers are merely satisfied with the airlines and are not attached to them. The paper recommends that the airlines improve on their services, be more customer-oriented and uphold high standards.
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