{"title":"In-flight Meals, Passengers- Level of Satisfaction and Re-flying Intention","authors":"Mohd Zahari, M. S, Salleh, N. K., Kamaruddin, M. S. Y, Kutut, M. Z.","volume":60,"journal":"International Journal of Humanities and Social Sciences","pagesStart":1982,"pagesEnd":1990,"ISSN":"1307-6892","URL":"https:\/\/publications.waset.org\/pdf\/8350","abstract":"
Service quality has become a centerpiece for airline companies in vying with one another and keeps their image in the minds of passengers. Many airlines have pushed service quality through service personalization which includes both ground and on board especially from the viewpoint of retaining satisfied passengers and attracting new ones. Besides those, in-flight meals\/food service is another important aspect of the airline operation. The in flight meals\/food services now are seen as part of marketing strategies in attracting business or leisure travelers. This study reports the outcomes of the investigation on in-flight meals\/food attributes toward passengers- level of satisfaction and re-flying intention. Taste, freshness, appearance of in-flight meals\/food served and menu choices are important to the airlines passengers especially for the long haul flight. Food not only contributes to the prediction of the airline passengers- levels of satisfaction but besides other factors slightly influence passengers- re- flying intention. Airline companies therefore should not ignore this element but take the opportunity to create more attractive and acceptable in-flight meals\/food along with other matter as marketing tools in attracting passengers to re-flying with them.<\/p>\r\n","references":"[1] Alonso, S. (2000). The antecedents and consequences of customer\r\nloyalty: The roles of customer satisfaction and consumer trustcommitment.\r\nPublished PhD dissertation, University of Texas-Pan\r\nAmerica.\r\n[2] Appelbaum, S. H., & Fewster, B. M. (2003). Global aviation human\r\nresource management: contemporary employee and labour relations\r\npractices. Management Research News, 26 (10), 56-79.\r\n[3] Bamford, D., & Xystouri, T. (2005). A case study of service failure and\r\nrecovery within an international airline. Managing Service Quality, 5\r\n(3), 306-322.\r\n[4] Babbie, E. (2001). The practice of social research (9th Ed.). London:\r\nWadsworth.\r\n[5] Bennet, M. B., & Wood, R. C. (2002). Some current issues in airline\r\ncatering, Journal of Tourism Management, 5 (4), 295-299\r\n[6] Berry, L. L. (1999). Discovering the soul of service. New York: The\r\nFree Press\r\n[7] Belanger, J. D. (2007). Analyzing commercial flight crewmember\r\nperceptions regarding airline security effectiveness. Published PhD\r\ndissertation, Northcentral University\r\n[8] Betts, P. (2000, Feb 2). A slow flight back into profit - the pain for airlines is by no means over. Financial Times, 2.\r\n[9] Boyd, C. (2001). HRM in the airline industry: Strategies and outcomes.\r\nPersonnel Review, 30 (4), 483-453\r\n[10] Bruce, S. (2001). In-flight catering. Unpublished PhD dissertation, University of Helsinki, Finland\r\n[11] Chan, D. (2000). The Devlopment of the airline industry from 1978-\r\n1998: a strategic global overview. Journal of Management Development,\r\n19 (6), 489-51\r\n[12] Czipura, C., & Jolly, D. R. (2007). Global airline alliances: sparking\r\nprofitability for a trouble industry. Journal of Business Strategies, 28 (2), 57-64.\r\n[13] Dana, L. P. (1999). Korean Airlines: British Food Journal. 101 (5), 113-\r\n116. \r\n[14] Dana, K. H. (2000). More and better food. Journal of Air Transport \r\nWorld, 5, 102-103. \r\n[15] Davidow, M. (2003). Have you heard the word? The effect of word of \r\nmouth on perceived justice, satisfaction and repurchase intentions \r\nfollowing complaint handling. Journal of Consumer Satisfaction, \r\nDissatisfaction and Complaining Behavior, 16 (1), 67-80. \r\n[16] Driver, J. C. (1999). Development in airlines marketing practice. \r\nJournal of Marketing Practice: Applied Marketing Science, 5 (5), 45-50.\r\n[17] Elaine, M. J. (2000). Consumer attitude towards branded quick-service \r\nfoods on domestic coach class in-flight menu. Published PhD \r\ndissertation, Oklahoma State University.\r\n[18] Eric, T., & Laws, Y. (2005). Managing passenger satisfaction: some \r\nquality issues in airline meal service, Journal of Quality Assurance in \r\nHospitality & Tourism, 6 (1\/2), 89-113. \r\n[19] Franklin, F. G. (1999). History of in-flight catering: It all began in 1903 \r\nwith Orville Wright. Journal of Airline and Food Travel Service, 16 (2), \r\n21 \r\n[20] Garrow, L. A., Jones, S. P., & Parker, R. A. (2006). How much airline \r\ncustomers are willing to pay: an analysis of price sensitivity in online \r\ndistribution channels. Journal of Revenue and Pricing Management. 5 (4), 271\u2013290 \r\n[21] Hanke, M., & Teo, T. S. (2003). Meeting the challenges in globalizing \r\nelectronic commerce at United Airlines. Journal of Information \r\nTechnology Cases and Applications, 5 (4), 21-38. \r\n[22] Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, E, E. J., & \r\nSchlessinger, L. A. (2000). Putting the service profit chain to work. \r\nHarvard Business Review,72 (2), 164-174. \r\n[23] Heide, M., Kjell, G., & Marit, G. E. (1999). Industry specific \r\nmeasurement of consumer satisfaction: experiences from the business \r\ntraveling industry. Journal of Hospitality Management, 18 (2), 201-213 \r\n[24] Howard, S. (1998). Asian crisis threatens aviation safety staff under \r\npressure. Journal of International Transport Workers Federation (ITF).4\r\n(2), 45-54.\r\n[25] Holmes, R., Dahan, H. M., & Ashari, H. (2005). A guide to research in \r\nthe social sciences. Kuala Lumpur: Pearson Prentice Hall.\r\n[26] James, J. (2005). Airline food: competing for the palates of passengers,\r\nJournal of Airline and Food Travel Service, 10 (2), 15-17. \r\n[27] Jones, P. (1995). Developing new products and services in flight \r\ncatering: As economic activity shifts away from manufacturing to the \r\nservice sector, it is becoming increasingly important to understand the \r\nnew product development process. International Journal of \r\nContemporary Hospitality Management, 7 (2), 24-28 \r\n[28] King, T.(2001). In-flight Catering. Journal of Tourism and Hospitality \r\nResearch, 3 (2), 181-184\r\n[29] Law, R., & Leung, R. (2000). A study of airlines\u2019 online reservation on \r\nthe Internet. Journal of Research, 39 (3), 202-211. \r\n[30] Lynes, J. K., & Dredge, D. (2006). Going green: Motivations for \r\nenvironmental commitment in the airline industry: a case study of \r\nScandinavian Airlines. Journal of sustainable tourism .4 (2), 114-117 \r\n[31] Marican, S. (2006). Penyelidikan sains social: Pendekatan pragmatic. \r\nSelangor: Edusystem Sdn. Bhd. \r\n[32] Marks, A. (2004). Now\u2019s a good time to fly, unless you\u2019re a major \r\nairline. (Online) available :http:\/\/web.lexis-nexis.com \r\n[33] Norelius, J., & Rancatore, P. (2004). APA and CAPA\u2019s aviation security \r\nreport card flight line. (Online) available http:\/\/www.flightline.com \r\n[34] Nomani, A. (1999, August 2).Carry-on food really taking off as airlines \r\ncut back.The Arizona Republic,12 \r\n[35] O\u2019Hara, L., & Strugnell, C. (1997). Development in in-flight catering. \r\nJournal of Nutrition and Food Science, 3 (20), 105-106.\r\n[36] Oyewole, P., Sankaran, M. and Choudhury, P. (2007). Marketing \r\nAirlines Services in Malaysia: A Consumer Satisfaction Orientation \r\nApproach. Journal of Innovative Marketing, 3 (1), 189-191. \r\n[37] Park, J.W., Robertson, R., & Wu, C.L. (2005). Investigating the effect of \r\nairline service quality on airline passengers\u2019 future behavioral intentions. \r\nJournal of Tourism Studies, 16 (1), 67-87. \r\n[38] Pham, K.V., & Simpson, M. (2006).The impact of frequency of use on \r\nservice quality expectations: An empirical study of Trans-Atlantic \r\nAirline passengers. The Journal of American Academy of Business \r\nCambridge,10 (1), 23-27. \r\n[39] Pincus, L. (2001). Flight catering: A North American perspective. \r\nJournal of Tourism and Hospitality Research, 3 (2), 174-176 \r\n[40] Rhoades, D. L., & Waguespack, B. P. (2005). Service and safety quality \r\nin US airline.: pre and post-September 11th. Managing Service Quality, \r\n14 (4), 307-316 \r\n[41] Solomon, M. R. (2002). Consumer Behavior International Edition, (5th\r\nEd), New Jersey: Prentice Hall. \r\n[42] Suzuki, Y. (2004). The impact of airline service failures on travelers \r\ncarrier choice: a case study of Central Iowa. Transportation Journal, 3\r\n(20), 26-36. \r\n[43] Toh, R. S., & Raven, P. (2003). Perishable asset revenue management: \r\nIntegrated internet marketing strategies for the airlines, Transportation \r\nJournal, 2 (3), 89-100. \r\n[44] Thorpe,V.(1998, October 5). In-Flight Meals Was a Dog\u2019s Dinner. \r\nLondon Newspaper , 3 \r\n[45] Turney, M. A., Bishop, Y.C., & Fitzgerald, P.C. (2004). Measuring the \r\nimportance of recent airport interventions. Journal of Air \r\nTransportation,9 (3),56-60. \r\n[46] Tu, A.(1997). Catering to passengers. Onboard Services, 29(9), p. 14. \r\n[47] Williams, K, (1995, Mar 19). Better eat before you fly. Capital Times, 4. \r\n[48] Wirtz,J., & Johnson,R.(2003), Singapore Airlines: What it makes it takes \r\nto sustain service excellence- a Senior Management Perspective. \r\nManaging Service Quality,13 (1), 10-19 \r\n[49] Writz, J, Heracleous, L., & Pangarkar, N. (2008). Managing human \r\nresources for service excellence and cost effectiveness at Singapore \r\nAirlines. Managing Service Quality,18 (1), 4-19 \r\n[50] Wright, C. (2001). Table in the sky: Recipe from the British Airways and \r\nthe great chefs. W.H: Allen and Co\r\n[51] Wyld, D.C.; Jones, M.A and Totten, J.W. (2005). Where is my suitcase? \r\nRFID and airline customer service. USA Marketing Intelligence & \r\nPlanning, 23(4),382-394 \r\n[52] Yuksel, M., & Rimmington, M. (1998).Customer-satisfaction \r\nmeasurement: Cornell Hotel & Restaurant Administration Quarterly 39\r\n(6), 60-71. ","publisher":"World Academy of Science, Engineering and Technology","index":"Open Science Index 60, 2011"}