Evaluation of air hospitality services provided on board Egyptian lines

Document Type : Original Article

Author

Higher Institute of Specific Studies - Giza

Abstract

The research aims at assessing the level of in-flight air services provided on board the aircraft and to identify the customer preferences, studying and identifying the most important factors affecting the level of services and influential role in the degree of customers’ satisfaction. The study included assessment of the reception, and food and beverages services; security and safety procedures, and entertainment. The statistical analysis showed that there was a significant relationship between good organization of staff working and the most of the components of air hospitality services; on the other hand food and beverages service showed the highest relationship. Most respondents praised the quality of reception, guidance on entering the plane and the level of comfort during the flight and the level of general cleanness such as the seats aisles, toilets, pillows and blankets. More than half of the respondents felt that the quality of food was acceptable to some extent, also no one said that the hot beverage is good except 20% of the sample and 34% described it as not good and 22.7% said that entertainment is good. For the safety and security instructions about two thirds of the sample do not understand these instructions despite their importance. The results concluded that the services provided on the aircraft board in Egypt Air are satisfactory but the level and efficiency of some services need more attention, many recommendations are suggested to improve services in this type of mobile hotels.

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