Title page for ETD etd-07142008-085724

Document Type Master's Dissertation
Author De Wet, Cynthia
Email cynthiadw@uj.ac.za
URN etd-07142008-085724
Document Title The role of packaging in customer satisfaction within the supply chain : a study in the airline industry
Degree MCom (Business Management)
Department Business Management
Advisor Name Title
Prof G H Nieman Supervisor
  • galley equipment
  • catering utensils
  • in-flight catering
  • flight attendants
Date 2007-09-07
Availability unrestricted
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.

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.

Please cite as follows:

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://upetd.up.ac.za/thesis/available/etd-07142008-085724/ >


  Filename       Size       Approximate Download Time (Hours:Minutes:Seconds) 
 28.8 Modem   56K Modem   ISDN (64 Kb)   ISDN (128 Kb)   Higher-speed Access 
  dissertation.pdf 779.95 Kb 00:03:36 00:01:51 00:01:37 00:00:48 00:00:04

Browse All Available ETDs by ( Author | Department )

If you have more questions or technical problems, please Contact UPeTD.