Administrative Reforms and Service Delivery at Nigerian Airports: A Study of Murtala Muhammed International Airport, Lagos

This study evaluates the effects of administrative reforms on service delivery standards at Murtala Muhammed International Airport (MMIA) in Lagos, Nigeria's busiest aviation hub, situated in the South West geopolitical zone. Successive administrative interventions at Nigerian airports have sought to improve passenger experience, reduce processing times, and enhance security standards, yet MMIA continues to receive poor rankings in global airport performance assessments. Using a survey design, data were collected from 320 air travellers, airline staff, customs and immigration officers, and Federal Airport Authority of Nigeria (FAAN) administrators. Data are analysed using descriptive statistics and regression analysis. The New Public Management (NPM) Theory underpins the study, focusing on performance measurement, privatisation of ancillary services, and customer orientation in public agencies. Findings indicate that improvements in baggage handling and passenger check-in processes have been noted, while security screening inefficiencies, sanitation deficits, and poor treatment of international passengers by immigration and customs officials remain persistent complaints. The study recommends the adoption of international airport service standards benchmarking, investment in modern passenger processing technology, and sustained reform of the personnel management practices of agencies operating within the airport. Keywords: administrative reforms, airport service delivery, Murtala Muhammed International Airport, FAAN, aviation administration.