Comparative Analysis of In-Flight Service Quality between China Pacific Catering (CPC) and Evergreen Sky Catering (ESC):The Perspectives of the Airlines

• Main Authors: Huang, Manchen, 黃滿貞
• Other Authors: Ho, Shyueyung
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/50695342469501231693

碩士 === 中華科技大學 === 航空運輸研究所 === 99 === Abstract With the fierce competition in air transport business, the in-flight catering service is considered as one of the important factors to reinforce airline competition. Therefore, this paper aims to contribute to in-depth understanding in the in-flight catering service quality and effective approach to benefit airline services. This paper, with the literature review and the in-depth interviews with airline experts, develops 14 evaluation factors in total and then categorizes them into 4 dimensions for the in-flight catering service quality and finally puts them into a questionnaire for surveying airlines served under China Pacific Catering (CPC) and Evergreen Sky Catering (ESC) in December 2010. The sample frame of the survey is constructed with the feasible 48 respondents from the CPC side, and the other feasible 43 respondents from the ESC side. The significant differences between the two catering businesses, CPC and ESC, lie in (1) “emergency meal ordering services” and “special nationality or ethnicity meal services” regarding to the meal ordering process dimension, (2) “meal portion” and “meal flavors” regarding to the meal quality dimension, (3) “on-time delivery services” and “tableware cleaning and storage services” regarding to the logistics support dimension and the last (4) “customer compliance services”, “communication service” and “competitive price strategies” regarding to the communication/pricing competitive dimensions. Finally, suggestions on managerial implications and future studies are also discussed based on the results of this research. Keywords : In-flight catering, Airlines, Service quality, Satisfaction