Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 31106
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.

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.

Keywords: satisfaction, passengers, In-flight meal, re-flying and intention

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1070729

Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 7545

References:


[1] Alonso, S. (2000). The antecedents and consequences of customer loyalty: The roles of customer satisfaction and consumer trustcommitment. Published PhD dissertation, University of Texas-Pan America.
[2] Appelbaum, S. H., & Fewster, B. M. (2003). Global aviation human resource management: contemporary employee and labour relations practices. Management Research News, 26 (10), 56-79.
[3] Bamford, D., & Xystouri, T. (2005). A case study of service failure and recovery within an international airline. Managing Service Quality, 5 (3), 306-322.
[4] Babbie, E. (2001). The practice of social research (9th Ed.). London: Wadsworth.
[5] Bennet, M. B., & Wood, R. C. (2002). Some current issues in airline catering, Journal of Tourism Management, 5 (4), 295-299
[6] Berry, L. L. (1999). Discovering the soul of service. New York: The Free Press
[7] Belanger, J. D. (2007). Analyzing commercial flight crewmember perceptions regarding airline security effectiveness. Published PhD dissertation, Northcentral University
[8] Betts, P. (2000, Feb 2). A slow flight back into profit - the pain for airlines is by no means over. Financial Times, 2.
[9] Boyd, C. (2001). HRM in the airline industry: Strategies and outcomes. Personnel Review, 30 (4), 483-453
[10] Bruce, S. (2001). In-flight catering. Unpublished PhD dissertation, University of Helsinki, Finland
[11] Chan, D. (2000). The Devlopment of the airline industry from 1978- 1998: a strategic global overview. Journal of Management Development, 19 (6), 489-51
[12] Czipura, C., & Jolly, D. R. (2007). Global airline alliances: sparking profitability for a trouble industry. Journal of Business Strategies, 28 (2), 57-64.
[13] Dana, L. P. (1999). Korean Airlines: British Food Journal. 101 (5), 113- 116.
[14] Dana, K. H. (2000). More and better food. Journal of Air Transport World, 5, 102-103.
[15] Davidow, M. (2003). Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16 (1), 67-80.
[16] Driver, J. C. (1999). Development in airlines marketing practice. Journal of Marketing Practice: Applied Marketing Science, 5 (5), 45-50.
[17] Elaine, M. J. (2000). Consumer attitude towards branded quick-service foods on domestic coach class in-flight menu. Published PhD dissertation, Oklahoma State University.
[18] Eric, T., & Laws, Y. (2005). Managing passenger satisfaction: some quality issues in airline meal service, Journal of Quality Assurance in Hospitality & Tourism, 6 (1/2), 89-113.
[19] Franklin, F. G. (1999). History of in-flight catering: It all began in 1903 with Orville Wright. Journal of Airline and Food Travel Service, 16 (2), 21
[20] Garrow, L. A., Jones, S. P., & Parker, R. A. (2006). How much airline customers are willing to pay: an analysis of price sensitivity in online distribution channels. Journal of Revenue and Pricing Management. 5 (4), 271–290
[21] Hanke, M., & Teo, T. S. (2003). Meeting the challenges in globalizing electronic commerce at United Airlines. Journal of Information Technology Cases and Applications, 5 (4), 21-38.
[22] Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, E, E. J., & Schlessinger, L. A. (2000). Putting the service profit chain to work. Harvard Business Review,72 (2), 164-174.
[23] Heide, M., Kjell, G., & Marit, G. E. (1999). Industry specific measurement of consumer satisfaction: experiences from the business traveling industry. Journal of Hospitality Management, 18 (2), 201-213
[24] Howard, S. (1998). Asian crisis threatens aviation safety staff under pressure. Journal of International Transport Workers Federation (ITF).4 (2), 45-54.
[25] Holmes, R., Dahan, H. M., & Ashari, H. (2005). A guide to research in the social sciences. Kuala Lumpur: Pearson Prentice Hall.
[26] James, J. (2005). Airline food: competing for the palates of passengers, Journal of Airline and Food Travel Service, 10 (2), 15-17.
[27] Jones, P. (1995). Developing new products and services in flight catering: As economic activity shifts away from manufacturing to the service sector, it is becoming increasingly important to understand the new product development process. International Journal of Contemporary Hospitality Management, 7 (2), 24-28
[28] King, T.(2001). In-flight Catering. Journal of Tourism and Hospitality Research, 3 (2), 181-184
[29] Law, R., & Leung, R. (2000). A study of airlines’ online reservation on the Internet. Journal of Research, 39 (3), 202-211.
[30] Lynes, J. K., & Dredge, D. (2006). Going green: Motivations for environmental commitment in the airline industry: a case study of Scandinavian Airlines. Journal of sustainable tourism .4 (2), 114-117
[31] Marican, S. (2006). Penyelidikan sains social: Pendekatan pragmatic. Selangor: Edusystem Sdn. Bhd.
[32] Marks, A. (2004). Now’s a good time to fly, unless you’re a major airline. (Online) available :http://web.lexis-nexis.com
[33] Norelius, J., & Rancatore, P. (2004). APA and CAPA’s aviation security report card flight line. (Online) available http://www.flightline.com
[34] Nomani, A. (1999, August 2).Carry-on food really taking off as airlines cut back.The Arizona Republic,12
[35] O’Hara, L., & Strugnell, C. (1997). Development in in-flight catering. Journal of Nutrition and Food Science, 3 (20), 105-106.
[36] Oyewole, P., Sankaran, M. and Choudhury, P. (2007). Marketing Airlines Services in Malaysia: A Consumer Satisfaction Orientation Approach. Journal of Innovative Marketing, 3 (1), 189-191.
[37] Park, J.W., Robertson, R., & Wu, C.L. (2005). Investigating the effect of airline service quality on airline passengers’ future behavioral intentions. Journal of Tourism Studies, 16 (1), 67-87.
[38] Pham, K.V., & Simpson, M. (2006).The impact of frequency of use on service quality expectations: An empirical study of Trans-Atlantic Airline passengers. The Journal of American Academy of Business Cambridge,10 (1), 23-27.
[39] Pincus, L. (2001). Flight catering: A North American perspective. Journal of Tourism and Hospitality Research, 3 (2), 174-176
[40] Rhoades, D. L., & Waguespack, B. P. (2005). Service and safety quality in US airline.: pre and post-September 11th. Managing Service Quality, 14 (4), 307-316
[41] Solomon, M. R. (2002). Consumer Behavior International Edition, (5th Ed), New Jersey: Prentice Hall.
[42] Suzuki, Y. (2004). The impact of airline service failures on travelers carrier choice: a case study of Central Iowa. Transportation Journal, 3 (20), 26-36.
[43] Toh, R. S., & Raven, P. (2003). Perishable asset revenue management: Integrated internet marketing strategies for the airlines, Transportation Journal, 2 (3), 89-100.
[44] Thorpe,V.(1998, October 5). In-Flight Meals Was a Dog’s Dinner. London Newspaper , 3
[45] Turney, M. A., Bishop, Y.C., & Fitzgerald, P.C. (2004). Measuring the importance of recent airport interventions. Journal of Air Transportation,9 (3),56-60.
[46] Tu, A.(1997). Catering to passengers. Onboard Services, 29(9), p. 14.
[47] Williams, K, (1995, Mar 19). Better eat before you fly. Capital Times, 4.
[48] Wirtz,J., & Johnson,R.(2003), Singapore Airlines: What it makes it takes to sustain service excellence- a Senior Management Perspective. Managing Service Quality,13 (1), 10-19
[49] Writz, J, Heracleous, L., & Pangarkar, N. (2008). Managing human resources for service excellence and cost effectiveness at Singapore Airlines. Managing Service Quality,18 (1), 4-19
[50] Wright, C. (2001). Table in the sky: Recipe from the British Airways and the great chefs. W.H: Allen and Co
[51] Wyld, D.C.; Jones, M.A and Totten, J.W. (2005). Where is my suitcase? RFID and airline customer service. USA Marketing Intelligence & Planning, 23(4),382-394
[52] Yuksel, M., & Rimmington, M. (1998).Customer-satisfaction measurement: Cornell Hotel & Restaurant Administration Quarterly 39 (6), 60-71.