The impact of an aircraft's service environment on perceptions of in-flight food quality |
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| Institution: | 1. Università degli Studi di Napoli “Federico II”, Via Claudio 21, 80125 Napoli, Italy;2. Università degli Studi di Napoli “Federico II”, Piazzale Tecchio 80, 80125 Napoli, Italy;3. Università degli Studi di Napoli “Federico II”, Via Cinthia 21, 80126 Napoli, Italy;4. Università degli Studi di Salerno, Via Ponte Don Melillo 132, 84084 Fisciano, Salerno, Italy;5. Technische Hochschule Ingolstadt, Esplanade 10, 85049 Ingolstadt, Germany;1. School of Management, University of Science and Technology of China, 96 Jinzhai Road, Hefei, Anhui, 230026, PR China;2. School of Economics and Management, Zhejiang Sci-Tech University, 928 Second Avenue, Xiasha Higher Education Zone, Hangzhou, Zhejiang, 310018, PR China;1. University of Belgrade – Faculty of Transport and Traffic Engineering, Division of Airports and Air Traffic Safety, Vojvode Stepe 305, Belgrade, Serbia;2. ENAC – Ecole Nationale de l''Aviation Civile, Laboratoire de Mathématiques Appliquées, Informatique et Automatique pour l''Aérien (MAIAA), 7 Avenue Edouard-Belin CS 54005, 31055 Toulouse Cedex 4, France |
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| Abstract: | Airlines are currently striving to improve the quality and quantity of in-flight food, because research has shown that catering is a key attribute for a customer's satisfaction with airline service quality. But the role of an airline's service environment in forming customer perceptions about food quality has not yet been properly investigated. Using electronic word-of-mouth data from N = 3996 airline passengers, this study deploys a linear regression model at multiple levels to relate perceived in-flight food quality with both the overall service environment and its formative components. The results clearly unveil the importance of an aircraft's service environment on perceived in-flight catering quality; perceptions of food quality are primarily influenced by the quality of cabin staff service, followed by entertainment and seat quality. Instead of continuing with the current practice of signing up top chefs to improve menus, airlines may instead consider putting their management focus on service improvements. |
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| Keywords: | Airline catering Airline industry Cabin staff service Customer satisfaction In-flight food quality Service environment |
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