Abstract
The quality of the direct airline services especially food delivery and waste collection services can affect the passenger’s impression toward the airlines. This study mainly focuses on determine Malaysian passengers’ characteristics in selecting flight services and identifying the perception of Malaysian passengers regarding in-flight food delivery service performance. The data was gathered through questionnaires from 405 Malaysian passengers from Malaysia's main international airport, Kuala Lumpur International Airport (KLIA). Software of IBM SPSS version 22 is used to analyze the collected data. This study contributes the knowledge on Malaysian passenger’s opinion regarding in-flight food delivery service and explores the areas that need for improvement. The findings of this result could be considered for the airline companies which trying figure out a way to maintain and improve quality of in-flight food service.
Highlights
Overall service efficiency of the in-flight food delivery procedure has always been concerns for the flight passengers [1]
The results showed that four factors stated were positively significant related to Malaysian passengers perspectives towards in-flight food delivery service
This study revealed that the overall service efficiency, convenience for passenger, passengers personal privacy and service flexibility were able to influence the perception of Malaysian passengers towards in-flight food delivery service
Summary
Overall service efficiency of the in-flight food delivery procedure has always been concerns for the flight passengers [1]. Some passengers in the flight would have to wait longer for the in-flight food as the flight attendants are serving some rows first [1]. Depending on the rows that the passengers are seated, the waiting time can be different [1]. More than 47% of the respondents stated that they had to wait more than 10 minutes on average for the in-flight food delivery services after it started [1]. Long waiting time for inflight food service resulted in negative perception of passengers towards airline companies especially the passengers on short haul flight [1]. Passengers found that the meal that they wanted to order was no longer available as they were among the last passenger to be served [1]
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