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http://dx.doi.org/10.5762/KAIS.2013.14.6.2688

Impact of well-being in-flight meal service on customer satisfaction and customer loyalty  

Lee, Jung-Hyun (Department of Airservice Management, Howon University)
Han, Hye-Sook (Department of Airline Service & tourism, Kyungnam College University of Information & Technology)
Kyung, Ku-Sun (Asiana Airlines)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.14, no.6, 2013 , pp. 2688-2699 More about this Journal
Abstract
The purpose of this study is to present the components about well-being in-flight meal associated with increased customers' interest on health, to empirically analyze the impact on customer's satisfaction and to propose the methods to establish the strategy of in-flight meal of airlines in the future. The results are as follows: First, it was shown that the environment-oriented in-flight meal and sanitation services of flight crew among components of well-being in-flight meal significantly affected the customer's satisfaction. Second, it was shown that healthy in-flight meal and sanitation services of flightcrew significantly affected the customer's loyalty and satisfaction. This study has the practical significance, since it presents the compoents of well-being in-flight meal affecting customer's satisfaction and loyalty and proposes the measures.
Keywords
well-being; in-flight meal; customer satisfaction; customer loyalty;
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