The Korean Journal of Food And Nutrition (한국식품영양학회지)

The Korean Society of Food and Nutrition (한국식품영양학회)
권호 표지

The Measurement of Expected and Perceived Service Quality of In-flight Meal by Customers

항공 기내식의 서비스 품질에 대한 고객 기대도와 인지도 측정

  • Kim, Choon-Bin (Dept. of Hotel, Restaurant & Institutional Management, Yonsei University) ;
  • Baek, Seung-Hee (Dept. of Food & Nutrition, Shingu College) ;
  • Yang, Il-Sun (Dept. of Food & Nutrition, Yonsei University)
  • Published : 2009.03.31
Download PDF
⟨ Previous Next ⟩

Abstract

The current exploratory study attempted to investigate the levels of expected and perceived service quality of in-flight meals. A questionnaire was developed following extensive literature review and in-depth interviews. The survey was conducted on board a flight by international passengers and also by passengers in the trans lounge waiting for connecting flights between October 21, 2005 through October 30, 2005. Out of the 450 questionnaires administered, a total of 319 completed questionnaires were returned, yielding a response rate of 89.6%. The 20 items representing the service quality factor of in-flight meals were analyzed, resulting in four distinct dimensions-food quality, employee service, cleanliness and reliability. In all dimensions, customer expectation was higher than the perceived level of service and the service quality of Korean based airlines was higher than that compared to foreign based airlines. There were differences in the perceived service quality of in-flight meals according to the demographics of the respondents. The results of this study can be beneficial from a theoretical and practical point of view by providing empirical data that measures the service quality of in-flight meals.

Keywords

References

  1. Oliver, RL and DeSarbo, WS. Response detenninants in satisfaction judgements. J. Consumer Research. 14:495-507. 1993 https://doi.org/10.1086/209131
  2. Cha, SB, Kim, JM and Lee, HJ. Analysis of airline customers' service satisfaction and complain behavior. Tourism Research. 16:75-93. 2002
  3. Ostrowski, PS, O'Brien, TV and Gordan, GL. Determinants of service quality in the commercial airline industry: Differences between business and leisure travelers. J. Travel Research. 32:19-47. 1994 https://doi.org/10.1300/J073v03n01_02
  4. Zins, HA. Antecedents of satisfaction and customer loyalty in the commercial airline industry. Preceedings Annual Cortference European Marketing Academy. 3:332-341. 1998
  5. Cho, DJ, Lim, HS and Lee, KH. SERVQUAL and QFD combination model for airline service quality measurement. J Kor. Prod Oper. Manage. Soc. 12:63-83. 2001
  6. Behara, RS and Chase, RB. Service Quality Deployment : Quality Service by Design, Perspectives in Operations Management : Essays in Honor of Elwood S. Buffa, Rakesh, K. Sarin ed., pp.105-128. Boston: Kluwer Academic Publishers. 1993
  7. Fizsimmons, JA and Fizsimmons, MJ. Service Management, 3rd ed., pp.89-125. New York, McGraw Hill. 1993
  8. Lee, MY. The influence of in-flight service on airline selection. MS. Thesis. Danguk University, Seoul. 2005
  9. Lee, HJ. Analysis of customer satisfaction and dissatisfaction behavior by airline service quality measurement. MS. Thesis. Kyeonghee Uni., Seoul 2001
  10. King, T. Inflight catering. Tourism Hospitality Research. 3:181-184. 2001
  11. Mills, J and Clay, JM. Consumer Attitude toward adding Quick-service Foods to I-flight meals. J Restaurant & Foodservice Marketing. 4:99-112. 2001 https://doi.org/10.1300/J061v04n03_05
  12. Song, SI and Cho JE. The effect of perceived service quality of airline on customer satisfaction and repurchase behavior. Tourism Research. 19:235-256. 2004
  13. Kim, KS and Cho JE. The relationship between importanceperformance of airline service quality and satisfaction. Tourism Research. 19:35-61. 2004
  14. Cheong, MS. The study on airline in-flight service improvement that influence customer satisfaction. Proceedings of 2005 Fall Conference, pp.323-335. Aviation Management Society of Korea, Seoul, Korea. 2005
  15. Baek, SH. Service quality measurement of in-flight meal sevice: A comparison between Korean and foreign-based airlines. J Com. Nutr. 8:153-159. 2006
  16. Baek, SH. The effect of in-flight meal service quality on airline satisfaction and repeat patronage. J Foodservice Management Society Korea 11:263-280. 2008
  17. Parasuraman, A, Zeithaml, VA and Berry, L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal Retailing. 64:12-40. 1988
  18. Stevens, P, Knuston, B and Patton, M. DINESERV: A tool for measuring service quality in restaurants. Cornell Hotel and Restaurant Administration Quartely. 36:56-60. 1995 https://doi.org/10.1177/001088049503600226
  19. Lee, YL and Hing, N. Measuring quality in restaurant operations: an application of the SERVQUAL instrument. International J. Hospitality Management. 14:293-310. 1995 https://doi.org/10.1016/0278-4319(95)00037-2