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TPM00202 - EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON PERFORMANCE OF SELECTED AIRLINE IN NIGERIA CASE STUDY OF ILORIN AIRPORT


ABSTRACT

                  The study determines the effect of customer relationship management on performance of selected Airlines  in Ilorin International Airport . The specific objectives were to ascertain the extent to which high quality services affects customer satisfaction, to determine the effect of customer services on profitability, to ascertain the relationship that exist between information technology, and employee performance and to determine the nature of relationship between knowledge creation and productivity of airline operators in Ilorin international airport Nigeria.

            The study adopted descriptive method  as well as analytical the sample survey was purposive  random  sample primary and secondary data were used as the research  instrument  as well as the annual journal report of  the air line.   

              The study explained the effect of adopted the survey design, Employee performance, customer satisfaction, goal attainment and productivity of Airlines.

            The study recommends that airline managers should develop strategies to improve service quality such as meeting passengers desired service levels, improving the quality of in-flight meals, visually appealing facilities, hassle free check-in and boarding, Airlines operator should render customer services of global best practice to its stakeholders and should use modern technology in its operations and Knowledge Creation, sharing, utilization and storage should be explored by organizations as it could enhance productivity