Diversity Management and Service Delivery in the Nigeria Airline Industry: A Customers Perspective

This study sought to assess the effect of diversity management on service delivery in the Nigeria aviation industry from a customers’ perspective due to the observed problem of increasing customer complaints and migration. The study was restricted to customers of the aviation industry in Abuja Nigeria who served as the population of the study. The study adopted the survey research design while multiple regression technique was used to analyze the primary data collected for the study through a structured questionnaire. From a purposefully selected sample of 384 respondents, the study found that age diversity and gender diversity both have a positive and significant effect on service delivery in the Nigerian Aviation Industry. The study therefore recommends that the management of the aviation companies should make concerted efforts towards optimally managing the diversity of their workforce with a good blend of male and female across the younger and older generations in order to maximize service delivery outcomes for the companies and boost performance ultimately.