Flight, Food & Flavor: The Impact of Quality Cuisine During in-Flight Catering on Customer Perception for Full-Service Airlines


Authors : Jofranz L. Amodia; John Roy P. De Dios; Christian James N. Nilo; Andrei Bea D. Nuñez; Rose Anne A. Pocong; Amadeus Euclid A. Poliran; Emanuel M. Ticsay

Volume/Issue : Volume 9 - 2024, Issue 11 - November

Google Scholar : https://tinyurl.com/4u8dswxx

Scribd : https://tinyurl.com/3y8dau2n

DOI : https://doi.org/10.5281/zenodo.14286796

Abstract : In the world of civil aviation where airline choices are verily abundant, there are multiple factors that passengers take into consideration when making a final decision such as price, routes, convenience, and even the food they serve on board. Putting emphasis on the last factor, this study entitled “Flight, Food & Flavor: The Impact of Quality Cuisine during In-Flight Catering on Customer Perception for Full-Service Airlines” aims to identify the role that food plays in the perception and air travel experience of passengers, particularly with how the various elements of a quality cuisine service affects the overall flight experience of a passenger and whether or not it's an airline deal breaker for them. In order to achieve this goal, the researchers gathered the necessary data via interviewing informants who experienced quality cuisine as part of the service provisions their airline provided within the confines of economy class, with regards to their first-hand accounts and experiences in the respective legacy airlines they have flown. The results of this study will allow the researchers to provide a basis of standard for which airlines can discern the expectations and perceptions of passengers in economy class and adjust or improve their meal services to better accommodate them, as well as attract and pander to a larger audience of customers.

Keywords : Quality Cuisine, Economy Class, Passengers, Satisfaction, Perception, Cultural Appropriateness, In-flight Catering, International, Legacy/Full-Service Airlines.

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In the world of civil aviation where airline choices are verily abundant, there are multiple factors that passengers take into consideration when making a final decision such as price, routes, convenience, and even the food they serve on board. Putting emphasis on the last factor, this study entitled “Flight, Food & Flavor: The Impact of Quality Cuisine during In-Flight Catering on Customer Perception for Full-Service Airlines” aims to identify the role that food plays in the perception and air travel experience of passengers, particularly with how the various elements of a quality cuisine service affects the overall flight experience of a passenger and whether or not it's an airline deal breaker for them. In order to achieve this goal, the researchers gathered the necessary data via interviewing informants who experienced quality cuisine as part of the service provisions their airline provided within the confines of economy class, with regards to their first-hand accounts and experiences in the respective legacy airlines they have flown. The results of this study will allow the researchers to provide a basis of standard for which airlines can discern the expectations and perceptions of passengers in economy class and adjust or improve their meal services to better accommodate them, as well as attract and pander to a larger audience of customers.

Keywords : Quality Cuisine, Economy Class, Passengers, Satisfaction, Perception, Cultural Appropriateness, In-flight Catering, International, Legacy/Full-Service Airlines.

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