ABSTRACT

This study assesses customer satisfaction levels in Cameroonian airline services, focusing on the national carrier, CAMAIRCO. Customer satisfaction in airline services is critical for business success, influencing customer loyalty and competitive advantage. This research aims to analyze the key factors affecting customer satisfaction in CAMAIRCO and identify areas where service improvement is needed.

A mixed-method research approach was employed, combining qualitative interviews and quantitative surveys. Data was collected from passengers who had flown with CAMAIRCO in the past year. The surveys focused on key service quality dimensions, including timeliness, customer service, in-flight comfort, pricing, and safety. Additionally, interviews were conducted with airline staff to understand the operational challenges that impact service delivery. The study also reviewed existing literature on customer satisfaction in the airline industry to contextualize the findings.

The results show that customer satisfaction levels with CAMAIRCO services are generally low. Key issues highlighted by passengers include frequent flight delays, poor customer service, and uncomfortable seating. Many respondents also expressed dissatisfaction with pricing, stating that the cost of tickets did not match the quality of service received. Safety and security measures, however, were rated positively, with most passengers feeling safe during their flights. Despite these concerns, many passengers acknowledged that CAMAIRCO is one of the few airline options available for domestic flights in Cameroon, which limits their choices.

The study concludes that to enhance customer satisfaction, CAMAIRCO needs to address key operational inefficiencies, particularly in terms of flight timeliness and customer service. Recommendations include improving staff training, ensuring better communication with passengers during delays, and investing in upgrading in-flight amenities. Additionally, more competitive pricing strategies should be considered to align ticket prices with service quality. By implementing these improvements, CAMAIRCO can enhance customer satisfaction and strengthen its position in the Cameroonian airline market.

Keywords: customer satisfaction, CAMAIRCO, airline services, service quality, Cameroon, flight delays, pricing, customer service.