Effect of the In-Flight Meal Service Quality on the Customer Value and Loyalty

Lee, JooEun; Ko, Seon-Hee

doi:10.17485/ijst/2016/v9i26/97276

Cited by 10 publications

(10 citation statements)

References 4 publications

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“…These results support the findings from previous studies conducted by , which found that overall service efficiency, convenience for passenger, passengers personal privacy and service flexibility did influence flight passengers perspective towards in-flight food delivery service [1]. Furthermore, previous studies from JooEun Lee and SeonHee Ko (2016) supported this finding in evaluating how in-flight food service efficiency positively influenced Malaysian passengers perspectives towards in-flight food delivery service [14]. The results also showed that in-flight food service flexibility was perceived as dominant independent variable followed by passenger's personal privacy, overall service efficiency and convenience for passengers.…”

Section: Discussionsupporting

confidence: 89%

“…Furthermore, flight passengers are concerning on the flexibility of in-flight food delivery service. For example, in a long-haul route, in-flight meal service is generally provided in the order of aperitif service, the 1st meal service, refreshment drink, and the second meal service according to a fixed time schedule [5]. However, the passengers are willing to be served at their own leisure instead of at a fixed time period [1].…”

Section: Introductionmentioning

confidence: 99%

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A study on Passengers Perspective towards in-flight food delivery and waste collection services

2019

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The quality of the direct airline services especially food delivery and waste collection services can affect the passenger’s impression toward the airlines. This study mainly focuses on determine Malaysian passengers’ characteristics in selecting flight services and identifying the perception of Malaysian passengers regarding in-flight food delivery service performance. The data was gathered through questionnaires from 405 Malaysian passengers from Malaysia's main international airport, Kuala Lumpur International Airport (KLIA). Software of IBM SPSS version 22 is used to analyze the collected data. This study contributes the knowledge on Malaysian passenger’s opinion regarding in-flight food delivery service and explores the areas that need for improvement. The findings of this result could be considered for the airline companies which trying figure out a way to maintain and improve quality of in-flight food service.

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Section: Discussionsupporting

confidence: 89%

Section: Introductionmentioning

confidence: 99%

A study on Passengers Perspective towards in-flight food delivery and waste collection services

2019

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“…As interactions take place between passengers and staff during the presentation of food and beverages, passengers tend to evaluate these services on the basis of perceived value. For example, Lee and Ko (2016) have argued that the food and beverage services affect overall value. Therefore, it can be said that value for money is affected by the quality of the food and beverages (Nield et al 2000).…”

Section: Hypotheses Developmentmentioning

confidence: 99%

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Atalık

Bakır

Akan

2019

Administrative Sciences

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The main purpose of this study was to investigate the effect of in-flight service quality on value for money for business passengers in airlines. In this study, in-flight service quality included four dimensions—seat comfort, staff service, food and beverages, and in-flight entertainment—while value for money was used as a dichotomous variable. In the study, 1096 business passenger reviews were employed through secondary data. Logistic regression analysis was used to investigate the relationships between the variables and finally the success of classification was tested by the ROC (Receiver Operating Characteristics) curve. As a result, the findings indicate that the proposed logit model sufficiently explains the relationship between in-flight service quality and value for money in business passengers. Moreover, the study provides a deep understanding of how passengers perceive in-flight service quality in business class. The study also reveals that seat comfort has the highest impact on value for money.

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“…Currently, one such trend is to limit the frequency of meal service and the content of what will be served. Hence, regardless of an industry deciding to cater to their clients, liquor, as well as food in one form or the other, is assumed to be a part of the service of commercial airlines (Lee and Ko 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

Creating a competitive advantage in the global flight catering supply chain: a case study using SCOR model

Sundarakani

Razzak²,

Manikandan³

2018

International Journal of Logistics Research and Applications

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Effect of the In-Flight Meal Service Quality on the Customer Value and Loyalty

Cited by 10 publications

References 4 publications

A study on Passengers Perspective towards in-flight food delivery and waste collection services

A study on Passengers Perspective towards in-flight food delivery and waste collection services

The Role of In-Flight Service Quality on Value for Money in Business Class: A Logit Model on the Airline Industry

Creating a competitive advantage in the global flight catering supply chain: a case study using SCOR model

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