항공사 기내식 서비스 속성의 중요도와 만족도에 관한 비교연구:국내K사와A사를중심으로

Many researchers of airline business have tried to find out airline choice attributes and airline service quality factors, in order to understand passenger’s needs. However, more specified attributes studies such as inflight meal have not been made so far. Therefore, this study reviewed service factors of airline meal service in the cabin through preceding studies and made a comparative study of importance and satisfaction via IPA. Analysis showed that the average of satisfaction was lower than the average of importance. It means that some improvement is needed in cabin meal service, especially in freshness, cleanliness of meal and cooking conditions.‘K’ airline received high score of satisfaction on food quality but needs to improve in service timing. ‘A’ airline has higher satisfaction than ‘K’ airline in general, but satisfaction for freshness and food quality is indicated lower than ‘K’ airline, therefore improvement of food quality itself is required. As a result of this study, high quality meal service was found to be considered as important factor to customer satisfaction. Airlines need to improve customer meal service quality attributes which customer consider as more important than others.