UNILAG Journal of Transport and Logistics

ENHANCING CUSTOMER SATISFACTION IN AIR TRANSPORTATION IN NIGERIA: A CASE STUDY OF MURTALA MUHAMMED INTERNATIONAL AIRPORT.

2025-11-01T18:41:33+00:00

The aim of this study is to examine customer satisfaction in air transportation in Nigeria. Thus, this study assesses the current level of customer satisfaction at Murtala Muhammed International Airport and identifies the key factors influencing customer satisfaction in air transportation. Also, this study evaluates the effectiveness of existing customer service initiatives at the airport and proposes strategies for improving customer satisfaction and service quality. A cross-sectional survey design was adopted for this study. The findings of this study show that the current level of customer satisfaction at Murtala Muhammed International Airport is high and that the key factors influencing customer satisfaction in air transportation include the punctuality and reliability of flight schedules, the efficiency of check-in procedures, and the ease of navigation and signage within the airport. Also this study reveals that the existing customer service initiatives at the airport in addressing passenger needs are vastly effective. As revealed by the study, the strategies that can be implemented to enhance customer satisfaction and service quality include increasing the number of staff at peak times, implementing more efficient security check procedures, and providing more information and better signage. The study recommended that maintaining high standards of cleanliness and facility maintenance should be prioritized and also investing in comprehensive staff training programs. In addition, implementing and continuously upgrading advanced technologies can streamline operations and improve efficiency.

IMPACT OF SEAPORT OPERATIONAL EFFICIENCY ON NIGERIA'S SUSTAINABLE INDUSTRIAL DEVELOPMENT

2025-11-01T15:37:40+00:00

This study investigates the influence of seaport operational efficiency on Nigeria's Sustainable Industrial Development, filling a gap in the literature. The study examines the effects of variations in operational benchmark and seaport delays across seven clearing processes: Form M processing, PAAR processing, custom duty assessment, duty payment, container examination, customs release, and container delivery on sustainable industrial development in Nigeria. The study's data was gathered through a questionnaire survey of manufacturing firms listed on the Nigerian Stock Exchange (NSE) between 2010 and 2019. The study population consisted of 31 firms, including consumer goods, healthcare, and industrial goods manufacturers. These companies regularly import cargoes via Lagos seaports and are required to submit a minimum of 20 import declarations annually. The study utilized the census sampling technique, utilizing all the population as a sample. Out of the 31 questionnaires distributed, 74% were filled and returned. The results of the error correction model (ECM) estimation approach show that in the log-run, standard time, and delay in Form M processing negatively and significant impacted on industrial development of the sampled firms. Similarly, standard time and delay in custom duty assessment, examination, and customs release have an indirect influence on sustainable industrial development indicators like turnover, cost of sales and profit respectively. Addressing these delays is crucial for improving turnover, profitability, and promoting sustainable industrial development in Nigeria.

FLOOD RISK ASSESSMENT AND VULNERABILITY MAPPING USING ANALYTICAL HIERARCHY PROCESS AND GEOGRAPHIC INFORMATION SYSTEM: A CASE STUDY OF MINNA, NIGER STATE

2025-11-01T17:21:15+00:00

Flooding is one of the most damaging disasters worldwide, and natural and human activities influence it. It has caused destruction and loss of lives and properties, which calls for spatial scope and mitigation methods for a better understanding. This research aims to map and identify flood risk regions in Minna, Niger State, using a multi-criteria decision-making tool – the Analytical Hierarchy Process (AHP) and Geographic Information System (GIS). The AHP is the foundation for the study in determining and integrating the weighted percentage of flood criteria within the ArcGIS interface. The criteria considered for this research include Elevation, Topographic Wetness Index (TWI), Slope, Precipitation, Drainage Density, Soil Type, Proximity to River, and Land Use Land Cover (LULC). The resultant AHP flood risk map shows that 22.25% of the study area is at high and very high risk of flooding, 53.7% has a moderate susceptibility level, while 24.05% is at low and very low risk of flooding. Low slopes, high drainage density, and built-up regions are observed to be characteristic of these communities, which are at a very high risk of flooding. The result of the analysis urges the authorities in Minna, Niger State, to devise appropriate plans for potential floods in the future, such as proper maintenance of the drainage system and creating awareness of flood risk.

OPTIMIZING CARRYING CAPACITY PLANNING FOR SUSTAINABLE TRANSPORT INFRASTRUCTURE: A SPATIAL DISTRIBUTION OF CAR PARKS IN THE UNIVERSITY OF LAGOS, MAIN CAMPUS.

2025-11-01T17:45:49+00:00

Effective parking infrastructure is a critical component of urban transportation systems, especially in land-use-intensive environments such as university campuses. This study assesses the spatial distribution and carrying capacity of car parks at the University of Lagos, Nigeria, in light of increasing vehicular traffic and inadequate parking supply. Using a mixed-method approach, the research integrates geospatial data acquired from aerial imagery, GPS field surveys, and user questionnaires with secondary sources to evaluate parking demand, facility management, and policy frameworks. A total of 70 parking sites with an aggregate capacity of 2,313 vehicles were identified, revealing substantial deficits in supply relative to demand. Key challenges include the absence of centralized management, poor policy enforcement, and a lack of intelligent transport systems (ITS) to streamline usage. Recommendations include implementing a digital parking guidance application, revising spatial allocation standards, and introducing dynamic pricing schemes to optimize utilization. These findings underscore the need for integrated parking strategies that align with smart city goals and sustainable mobility frameworks on university campuses.

IMPACT OF DRIVERS’ BEHAVIOUR ON WORK-RELATED ROAD TRAFFIC ACCIDENTS: A CASE STUDY OF THE UNIVERSITY OF LAGOS

2025-11-01T18:11:00+00:00

The study focuses on the impact of drivers’ behaviors that lead to accidents at the University of Lagos, Akoka. It looks at the trend in accidents based on the rate of occurrence as well as the relationship that exists between accidents and traffic flow within the campus. The work adopted secondary data and primary data. Trend analysis was used to show the accident rate between 2014 and 2014. The study was able to discover that the accident rate within the campus over the space of 10 years was −99.99% which decreased to over 92% between 2014 and 2024. The study also found that the outcome of accidents based on human factors (human behavior, depression, etc) stands at 79% among other factors. Major points of accident frequency were identified in which the new hall and its environs (fuel station, roundabout, new hall shopping complex) have the highest record of accident occurrence. Finally, the study concludes that the standard safety measure for driving within Unilag should be in adherence with what is operating at both the state and local government levels

The Impact of Fleet Management on Vehicle Leasing and Customer Satisfaction: A Case Study of ICS Outsourcing Nigeria Limited

2025-11-01T18:40:31+00:00

This study examines the impact of fleet management on vehicle leasing and customer satisfaction with a focus on ICS Outsourcing Nigeria Limited. The research investigates how effective fleet management practices, such as vehicle acquisition, maintenance scheduling, tracking systems, and cost control, contribute to efficiency in vehicle leasing operations and influence customer perceptions of service quality. The study employed a descriptive survey design, drawing data from staff and clients of ICS Outsourcing through structured questionnaires. The findings revealed that effective fleet management significantly enhances vehicle availability, reduces downtime, and improves cost efficiency, which in turn increases customer satisfaction and loyalty. Furthermore, the study highlights the importance of adopting technology-driven solutions such as GPS tracking, digital maintenance logs, and performance monitoring to optimize operations. It concludes that efficient fleet management is not only vital for operational effectiveness but also serves as a strategic tool for improving customer experience in the vehicle leasing industry. The study recommends that organizations continuously invest in modern fleet management systems, staff training, and customer feedback mechanisms to sustain competitive advantage and ensure long-term client satisfaction.