Service Innovativeness and Customer Commitment of Airlines in Rivers State

Abstract

This study examined the relationship between service innovativeness and customer commitment. A sample of eighty-six (86) air travelers was selected for the study using the judgmental sampling method. 86 copies of questionnaires were distributed to respondents and returned as usable. Hypotheses were tested using Pearson product-moment correlation with the aid of Statistical Package for Social Science (SPSS) version 22.0. The study findings revealed that there exists a strong positive relationship between service innovativeness and customer commitment of airlines in Rivers State. The findings indicate that the level of attention these airlines give to innovativeness directly influences the extent of air travelers' commitment. Therefore, we recommend that airlines prioritize service innovativeness by utilizing modern, relevant technology.