Abstract
Customer satisfaction with services is crucial to offering efficient air cargo supply chain management. However, the frequent interruption of expected seamless delivery of cargo by air often results in poor customer satisfaction with service delivery. This study assesses customer satisfaction with air cargo services at Murtala Muhammed International Airport (MMIA), Lagos, Nigeria, with a focus on customer perception and expectation. The data for the study were collected using a well-designed questionnaire administered to stakeholders at the Murtala Muhammed International Airport, Lagos. A simple random sampling technique was employed to collect data and produced 223 valid responses out of 385 copies of the distributed questionnaire. The data were analysed using structural equation modelling-partial least squares (SEM-PLS). The study found that customers' expectations significantly influence their perception of services and vice versa. The finding implies that customer perception and expectation are major ingredients for customer satisfaction in the air cargo supply chain industry.