항공 기내식의 서비스 품질에 대한 고객 기대도와 인지도 측정 = The Measurement of Expected and Perceived Service Quality of In-flight Meal by Customers

다국어 초록 (Multilingual 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.

참고문헌 (Reference)

1 백승희, "기내식의 서비스 품질이 기내식 만족도 및 항공사 만족도와 재이용의도에 미치는 영향" 한국외식경영학회 11 (11): 263-280, 2008

2 Cheong, MS, "The study on airline in-flight service improvement that influence customer satisfaction" Aviation Management Society of Korea 323-335,

3 Kim, KS, "The relationship between importanceperformance of airline service quality and satisfaction" 19 : 35-61, 2004

4 Lee, MY, "The influence of in-flight service on airline selection" Danguk University 2005

5 Song, SI, "The effect of perceived service quality of airline on customer satisfaction and repurchase behavior" 19 : 235-256, 2004

6 백승희, "Service Quality Measurement of In-flight Meal Service: A Comparison between Korean and Foreign-based Airlines" 대한지역사회영양학회 8 (8): 162-170, 2006

7 Behara, RS, "Service Quality Deployment : Quality Service by Design, Perspectives in Operations Management : Essays in Honor" Kluwer Academic Publishers 105-128, 1993

8 Fizsimmons, JA, "Service Management, 3rd ed" McGraw Hill 89-125, 1993

9 Parasuraman, A, "SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality" 64 : 12-40, 1988

10 Cho, DJ, "SERVQUAL and QFD combination model for airline service quality measurement" 12 : 63-83, 2001

11 Oliver, RL, "Response determinants in satisfaction judgements" 14 : 495-507, 1993

12 Lee, YL, "Measuring quality in restaurant operations:an application of the SERVQUAL instrument" 14 : 293-310, 1995

13 King, T, "Inflight catering" 3 : 181-184, 2001

14 Ostrowski, PS, "Determinants of service quality in the commercial airline industry: Differences between business and leisure travelers" 32 : 19-47, 1994

15 Stevens, P, "DINESERV: A tool for measuring service quality in restaurants" 36 : 56-60, 1995

16 Mills, J, "Consumer Attitude toward adding Quickservice Foods to I-flight meals" 4 : 99-112, 2001

17 Zins, HA, "Antecedents of satisfaction and customer loyalty in the commercial airline industry" 332-341, 1998

18 Lee, HJ, "Analysis of customer satisfaction and dissatisfaction behavior by airline service quality measurement" Kyeonghee Uni 2001

19 Cha, SB, "Analysis of airline customers' service satisfaction and complain behavior" 16 : 75-93, 2002