초록 열기/닫기 버튼
The objective of this study is to investigate the effect of airline crew communication quality on customer satisfaction and customer loyalty of Chinese passengers. A total of 260 questionnaires were distributed for the analysis of the study. Of these, 244 were used for analysis. The survey period was from January to March 2017, and responded to Chinese passengers at Incheon International Airport. For data handling, SPSSWIN Version 20.0 and AMOS 24.0 were utilized. As a result, the communication quality of the airline crew was four factors. Four factors are informational communication, empathic communication, polite communication, appearance communication. Among the four factors, customer satisfaction was influenced by informational communication and polite communication. In addition, emotional communication, informational communication, and appearance communication were the main influences on customer loyalty. And customer satisfaction has a significant effect on customer loyalty. As a result of this study, it is necessary for the airline to improve the quality of education. Especially, inaccurate communication skills of inexperienced Chinese crews will deteriorate the quality of customer satisfaction, so it will be necessary to educate and select the qualified Chinese crew in the future.
