KMID : 1100420060080030153
|
|
Korean Journal of Community Nutrition 2006 Volume.8 No. 3 p.153 ~ p.159
|
|
Service Quality Measurement of In-Flight Meal Service: A Comparison between Korean and Foreign-Based Airlines
|
|
Beak Seung-Hee
|
|
Abstract
|
|
|
The current exploratory study investigates and compares the perceptions of the service quality of in-flight meals through the evaluation of recent consumers (within 2 weeks) of services provided by Korean and foreign-based airlines. Twenty (20) items for measuring service quality were categorized into three factor dimensions of ¡¯food quality¡¯, ¡¯employee service¡¯, and ¡¯professionalism¡¯. Among these, ¡¯employee service¡¯ was rated highest by Korean and foreign-based airlines. When items representing each service quality dimension were analyzed and compared, only the ¡¯food quality¡¯ dimension of Korean-based airlines was perceived higher than that of other foreign-based airlines. Findings also revealed a spectrum with some items with higher or lower mean values within each service quality dimension. Results of this study can expectedly be used to benefit both from a theoretical and practical point of view by providing empirical data that measure the service quality of in-flight meal service.
|
|
KEYWORD
|
|
service quality, in-flight meal service, Korean-based airlines, foreign-based airlines
|
|
FullTexts / Linksout information
|
|
|
|
Listed journal information
|
|
|