EVALUATION OF TERMINAL FACILITIES AND PASSENGER SATISFACTION AT MURTALA MOHAMMED INTERNATIONAL AIRPORT (MMI AND MMII), NIGERIA

Abstract

Air transport infrastructure plays a vital role in economic growth, international trade, tourism, and regional integration, with airports functioning as complex service systems where passenger interactions with terminal facilities shape overall travel experience. This study evaluates the adequacy of facilities at Murtala Muhammed International Airport Terminals I and II and examines their relationship with passenger satisfaction. Data were collected through structured field observations and questionnaires administered to 400 passengers. Descriptive statistics and cross tabulation were used to assess facility provision and satisfaction levels, while chi square test of association and correlation analysis were applied to examine relationships between variables. Results show that Terminal II provides a more developed and passenger oriented environment, with 86.7% of listed facilities available compared to 60% in Terminal I. Correspondingly, 66.7% of passengers in Terminal II reported being satisfied or highly satisfied, compared to 37.0% in Terminal I. The chi square result (χ² = 35.607, p < 0.05) indicates a significant association between terminal type and passenger satisfaction, while correlation analysis shows that key service dimensions such as tangibles (r = 0.62) and reliability (r = 0.57) are strong predictors of satisfaction. Key deficiencies identified include inconsistent power and water supply, inadequate drivers’ lounges, and limited seating and recreation facilities. The findings provide empirical evidence to support targeted improvements in airport planning and management to enhance passenger experience.