팬데믹 이후 항공기 기내식음료 서비스의 지각된 위험이 고객 만족도에 미치는 영향에 관한 연구

Abstract

The purpose of this study is to empirically examine the effect of perceived risk of in-flight food and beverage service on customer satisfaction after the pandemic. In addition we would like to examine the changes in customer perception and the direction of in-flight food and beverage services. First, this study found that customers who are well aware of the risk of infectious diseases were more than customers who are less aware of infectious disease risks. Therefore, as the risk of infectious diseases increases, related in-flight food and beverage services should be introduced more safely and thoroughly. Second, among the related airline food and beverage services provided, customers responded that services provided on board, such as wearing safety protective equipment and sanitary gloves, using disposable items, and stability of in-flight food and beverage, are more important than other service areas. Therefore, airlines need to improve the overall industry and procedures of in-flight food and beverage services directly connected to infectious diseases based on specific demands and changes in perceptions that differ from before the pandemic.