The Effect of Communication of Service Employee on Customer Satisfaction, and Reuse Intention

• 발행기관: 국제융합경영학회
• 저자명: Yu-Lim SUNG1 Hye-Yoon PARK
• 간행물 정보: 『융합경영연구』Vol.9 No.2, 21~31쪽, 전체 11쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2021.04.30

영문 초록

Purpose: This study aims to provide marketing implications for training and face-to-face service employee communication by analyzing how communication by Korean crews at foreign airlines affects passengers perception and how this perception relates to airline service quality and customer satisfaction. Research design, data: The collection of questionnaires for the demonstration in this study has collected 300 questionnaires for about a month for Korean passengers who are aware of the presence of Korean crew on board aircraft. Results: The study analyzed the relationship between the communication ability, customer satisfaction, and reuse intention of foreign airlines. An empirical analysis of the relationship between quality of airline service, customer satisfaction, and intention of re-use can suggest the following implications based on the language and non-verbal communication capabilities of the Korean crew working for foreign airlines. Conclusions: We studied the impact of communication between Korean crews working for foreign airlines on the quality of airline service, customer satisfaction and reuse intention. The Korean crew should also work for overseas airlines and consider communication as important and expand their overall foreign language education and communication skills to have a positive impact on not only Korean passengers but also their own citizens.

목차

1. Introduction

2. Literature Reviews

3. Data and Research Methodology

4. Results

5. Conclusions

키워드

Service Employee Service Quality Customer Satisfaction Reuse Intention