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This study is to identify the structural relationshpis among flight attendant nonverbal communication, brand image of airlines and customer satisfaction and it tried to prove up the importance of nonverbal communication of flight attendant. The respondents were limited to the Koreans who have used airline service. A survey was conducted August 30, 2015 in the Incheon international airport. A total of 350 questionnaires, 329 usable questionnaires were analyzed. The results are summarized as follows. First, nonverbal communication has a positive significantly influence on brand image. Second, brand image has a positive significantly influence on customer satisfaction. Such result implies to suggest that nonverbal communication is an important factor which influences at service encounter, and it could connect to positive brand images and satisfaction of airlines and brand image of airline influences on customers’ positive satisfaction in this study, the airlines must build trust about their brand image by specializing their various customer service and human service.



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Nonverbal Communication, Brand Image, Customer Satisfactio