항공사 기내식 서비스 속성의 중요도와 만족도에 관한 비교연구

• 영문명: Comparative Analysis of Importance and Satisfaction on Airlines Cabin Meal Service
• 발행기관: 한국외식경영학회
• 저자명: 박승식(Park Seung sik)
• 간행물 정보: 『외식경영연구』11권 2호, 7~26쪽, 전체 20쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2008.06.30

영문 초록

Many researchers of airline business have tried to find out airline choice attributes and airline service quality factors, in order to understand passenger's needs. However, more specified attributes studies such as inflight meal have not been made so far. Therefore, this study reviewed service factors of airline meal service in the cabin through preceding studies and made a comparative study of importance and satisfaction via IPA. Analysis showed that the average of satisfaction was lower than the average of importance. It means that some improvement is needed in cabin meal service, especially in freshness, cleanliness of meal and cooking conditions. 'K' airline received high score of satisfaction on food quality but needs to improve in service timing. 'A' airline has higher satisfaction than 'K' airline in general, but satisfaction for freshness and food quality is indicated lower than 'K' airline, therefore improvement of food quality itself is required. As a result of this study, high quality meal service was found to be considered as important factor to customer satisfaction. Airlines need to improve customer meal service quality attributes which customer consider as more important than others.

목차

ABSTRACT

Ⅰ. 서론

Ⅱ. 이론적 배경

Ⅲ. 실증적 분석

Ⅳ. 분석 결과

Ⅴ. 결론

참고문헌

키워드

In-flight meal Importance Satisfaction IPA(Importance-Performance Analysis)