在飛機內服務品質最重要前三名之一就是食物服務品質，機上餐點服務影響著顧客對航空公司滿意度與忠誠度，且食物服務品質為顧客對航空公司滿意之關鍵事件，然而機上餐點及飲料主要是由空廚所提供給航空公司，是為航空公司之提供者、供應商，因此航空公司在選擇空廚時即為選擇其餐點品質，更是選擇其供應商來滿足自己的顧客，故引發本研究動機；研究目的一為探討航空公司如何選擇空廚業者，考慮的要素為何，二為航空公司選擇供廚之要素其比重為何。本研究於民國104年2月至5月，進行專家訪談、修正式德菲法問卷調查以及層級分析法問卷調查，研究結果顯示航空公司選擇空廚時考慮之構面為產品品質、服務品質、運送品質、供應商信譽以及買家與供應商關係之五大構面，並針對個構面之要素比重進行探討，本研究結果可提供航空公司與空廚雙方更進一步合作之參考依據。
In-flight meal service has a great deal of significance for the evaluation of the airline companies' service quality. In airline industry, good-quality food does influence a passenger’s choice, and resulting approximately $2.4 million in additional revenue a year. The meals and beverages are provided by flight catering. Flight catering is an airline's provider, supplier. Thus, when an airline select a flight catering not only select its food quality, but also select its supplier to satisfy its customer. Therefore, the purpose of this study was to explore the criterion that airline select flight caterer.
Since previous studies relevant to this research topic are limited. This study conducted four steps, including literature review, expert interview, modified Delphi investigation, and AHP investigation. The finding of this research, specifically, contribute to the airline and flight caterer industry, to improve operational or marketing on both parties.
