The Influence of Environmental Sensory Aesthetics on Passengers’ Satisfaction and Loyalty through In-Flight Catering

• Main Authors: Chen, Kuan-Yu, 陳冠瑜
• Other Authors: Chen, Shiou-Yu
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/f9je2r

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 104 === Recently, the rising of low cost airlines and their low price assurance schemes are major threats to traditional full service airlines that were successfully with superior services, especially high quality of in-flight food and beverage. Several researches have shown catering served on airlines is one crucial attributes that affect passenger's satisfaction and loyalty. However, little research has dealt with the role of an airline's catering and service interactions that forming passengers’ satisfaction and loyalty. The purpose of this study was to investigate the relationships among the in-flight catering, service interactions, passengers’ satisfaction and loyalty in airline industry. Data gathered 470 valid questionnaires from airline passengers are used to verify the research framework by deploying a linear regression model. The results reveal that clearly reveal the subconscious triggers of in-flight catering that have positive effects on passengers’ satisfaction and loyalty moderated by service interactions. These findings imply that airlines should improve passengers’ satisfaction and loyalty through managing their in-flight catering and service interactions appropriately.