Enhancing Customer Satisfaction in Domestic Air Travel Through A Web-Based Customer Information Management System: A Nigerian Case Study
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The airline industry globally has embraced digital transformation as a core strategy to enhance operational efficiency and improve customer satisfaction, especially in the face of increasing competition, regulatory pressures, and evolving consumer expectations. This study investigates the design and implementation of a web-based Customer Information Management System (CIMS) as a solution to these operational and service delivery challenges in Nigeria's domestic aviation sector. Guided by the Technology Acceptance Model (TAM), the study explores how perceived usefulness and ease of use influence the adoption of digital platforms in the airline industry. The research adopted the Structured Systems Analysis and Design Methodology (SSADM), incorporating qualitative interviews with airline personnel, document analysis, and system simulations. Functional and non-functional requirements were identified to guide system development, and thematic analysis of qualitative data revealed recurring inefficiencies, including poor complaint resolution, manual scheduling processes, and lack of transparency in maintenance updates. The proposed CIMS was developed to include modules for user registration, flight scheduling, complaint management, and maintenance reporting. Performance simulations demonstrated a significant improvement in responsiveness (average system response time of 1.82 seconds) and user capacity (over 1,300 simultaneous users), as well as a 65% reduction in complaint processing time. Findings affirm the value of SSADM in structuring complex service systems and highlight the importance of integrating qualitative insights into system design to ensure contextual relevance. While the methodology was effective, critiques of SSADM’s rigidity and documentation intensity were acknowledged. Nonetheless, the system developed in this study presents a viable model for digital transformation in Nigerian aviation. The study recommends that domestic airlines adopt a CIMS to improve service quality and operational transparency, and urges regulatory bodies to support digital integration through policy frameworks and staff training programs.
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