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The role of packaging in customer satisfaction within the supply chain : a study in the airline industry
Dissertation (MCom (Business Management))--University of Pretoria, 2008.
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University of Pretoria
2013
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| _version_ | 1867613622833774592 |
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| access_status_str | Open Access |
| author2 | Nieman, Gideon |
| author_browse | Nieman, Gideon |
| author_facet | Nieman, Gideon |
| collection | Thesis |
| dc_rights_str_mv | © 2007 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Dissertation (MCom (Business Management))--University of Pretoria, 2008. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/26278 |
| institution | University of Pretoria (South Africa) |
| last_indexed | 2026-06-10T12:39:04.809Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2013 |
| publishDateRange | 2013 |
| publishDateSort | 2013 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/26278 The role of packaging in customer satisfaction within the supply chain : a study in the airline industry Nieman, Gideon cynthiadw@uj.ac.za De Wet, Cynthia Galley equipment Catering utensils In-flight catering Flight attendants UCTD Dissertation (MCom (Business Management))--University of Pretoria, 2008. It is importance that business organisations focus on providing the best service to their customers. The survival of the organisation depends ultimately on the service provided. This study explores the elements which affect the provision of service excellence to passengers by flight attendants at South African Airways. The study is adequately supported by a proper and detailed literature study which, in turn is founded on an empirical study on the relevant topic. A field study was conducted on the various stakeholders of the supply chain pertaining to in-flight catering to determine what specific viewpoints, suggestions and limitations there were, with regard to existing packaging, catering utensils and galley equipment used by flight attendants personal service on board the aircraft. Alternatives were considered that could result in the improvement of service provided by flight attendants. The literature review within the scope and limitations of the study therefore concentrated on the specific nature and impact that packaging, catering utensils and galley equipment have on the quality service which flight attendants provide to passengers. The study included a detailed investigation into this part of the supply chain. The reality is that flight attendants are the front-line employees not only for the airline they are employed at, but also for all the stakeholders involved in the supply chain of in-flight catering. By not supporting them and providing them with the right tools to execute their duties affects more than one stakeholder in the supply chain. The empirical part of the study was conducted by interviewing flight attendants employed at South African Airways. The objective was to determine the impact that current packaging, catering utensils and equipment had on the execution of service by the flight attendants. A further survey was conducted to determine passenger perception towards packaging, catering utensils and galley equipment. The research findings clearly indicate the problems passengers and flight attendants are experiencing. The findings indicate the impact of passengers and flight attendants and makes suggests (makes recommendations) improvements to reach the objectives of improved service delivery. Business Management unrestricted 2013-09-07T04:20:52Z 2008-07-15 2013-09-07T04:20:52Z 2007-09-07 2008-07-15 2008-07-14 Dissertation De Wet, C 2007, The role of packaging in customer satisfaction within the supply chain : a study in the airline industry, MCom dissertation, University of Pretoria, Pretoria, viewed yymmdd < http://hdl.handle.net/2263/26278 > E777/ag http://hdl.handle.net/2263/26278 http://upetd.up.ac.za/thesis/available/etd-07142008-085724/ © 2007 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | Galley equipment Catering utensils In-flight catering Flight attendants UCTD The role of packaging in customer satisfaction within the supply chain : a study in the airline industry |
| title | The role of packaging in customer satisfaction within the supply chain : a study in the airline industry |
| title_full | The role of packaging in customer satisfaction within the supply chain : a study in the airline industry |
| title_fullStr | The role of packaging in customer satisfaction within the supply chain : a study in the airline industry |
| title_full_unstemmed | The role of packaging in customer satisfaction within the supply chain : a study in the airline industry |
| title_short | The role of packaging in customer satisfaction within the supply chain : a study in the airline industry |
| title_sort | role of packaging in customer satisfaction within the supply chain a study in the airline industry |
| topic | Galley equipment Catering utensils In-flight catering Flight attendants UCTD |
| url | http://hdl.handle.net/2263/26278 http://upetd.up.ac.za/thesis/available/etd-07142008-085724/ |