기내식의 서비스 품질이 기내식 만족도 및 항공사 만족도와 재이용의도에 미치는 영향

• 영문명: The Influence of Perceived Service Quality of In-flight Meals on In-flight Meal Satisfaction, Airline Satisfaction, and Repeat Patronage
• 발행기관: 한국외식경영학회
• 저자명: 백승희(Baek Seung Hee) 김춘빈(Kim Choon Bin) 양일선(Yang Il Sun)
• 간행물 정보: 『외식경영연구』11권 1호, 263~280쪽, 전체 18쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.03.31

영문 초록

This study analyzed the Influence of perceived service quality of in-flight meals on in-flight meal satisfaction, airline satisfaction, and repeat patronage. The survey was conducted from international passengers on board during flight and also in a trans lounge while waiting for the next flight. The 20 items representing the service quality of in-flight meals were factor analyzed, resulting in four factor dimensions- food quality, flight attendant service, cleanliness and reliability. In the effect of perceived service quality of in-flight meals on overall customer satisfaction level of in-flight meal service, only the food quality dimension showed to have a significant positive effect on overall customer satisfaction level of in-flight meals. Regarding the direct effect of perceived service quality of in-flight meals on customer satisfaction and repeat patronage of the airline, the food quality dimension and cleanliness dimension showed to have a significant positive effect on customer satisfaction and repeat patronage of the airline. The above results revealed that in order to increase customer satisfaction of the airline and the number of repeat customers, it is important for the customers to be satisfied with the service quality of in-flight meals.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 연구방법

Ⅳ. 실증분석

Ⅴ. 결론 및 제언

참고문헌

키워드

Service quality In-flight meal Airline satisfaction Repeat patronage