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The factors that influence the passenger's satisfaction towards Malaysia Airlines catering service


Chan, Shin Roo and Cho, Kim Han and Yeo, Sock Hii (2012) The factors that influence the passenger's satisfaction towards Malaysia Airlines catering service. In: Simposium Pengurusan Teknologi, Operasi & Logistik (SIPTIK III), 11-12 Disember 2012, Universiti Utara Malaysia.

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Abstract

Service quality has become a centerpiece for airline companies in vying with one another and keeps their image in the minds of passengers.Many airlines have pushed service quality from the viewpoint of retaining satisfied passengers and attracting new ones.Besides those, in-flight catering is another important aspect of the airline operation.This study reports the outcomes of the investigation on in-flight meals/food attributes toward passengers’ level of satisfaction and re-flying intention. Taste, freshness, appearance of in-flight meals served and menu choices are important to the airlines passengers especially for the long haul flight.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN: 9789832078739 ANJURAN: Pusat Pengajian Pengurusan, Teknologi dan Logistik (STML), Universiti Utara Malaysia
Uncontrolled Keywords: MAS, In-flight, catering, satisfaction, re-flying intention.
Subjects: H Social Sciences > HE Transportation and Communications
Divisions: College of Arts and Sciences
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 02 Jul 2013 02:21
Last Modified: 02 Jul 2013 02:21
URI: http://repo.uum.edu.my/id/eprint/8442

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