The Environment of In-flight F&B Service Quality Based on Low Cost Airlines

다국어 초록 (Multilingual Abstract)

The purpose of this study is to investigate the determinants of In-flight F&B service quality of low cost airlines, the author combined depth interview with participatory observation for the goal of the study.
Based on the determinants, this study also suggests the differentiated service management strategy to obtain competitive advantages for low cost carriers.
The results show that process factors of environmental analysis and service quality that Customer satisfaction is undoubtedly determined by service quality. Service quality is measured through a gap analysis of five dimensions of reliability, assurance, tangibility, empathy and responsiveness in one of the most commonly acknowledged models, namely SERVQUAL.
This study found the determinants of service quality and critical success factors of low cost carriers to get competitive advantages in the fierce competition of air transportation service industry.

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