초록 열기/닫기 버튼
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.
