A Study on the Effect of Communication of Flight Attendant on Customer Loyalty

The customer is assessed by the facial expressions, gaze, speech, or somatic language of the service staff during the service process (Sundaram & Webster, 2000). In this study, we investigate how non-verbal communication generated by cabin crews in airline cabin crew personnel affects the relationship between airline cabin crew and passengers, The purpose of this study is to identify the factors affecting customer loyalty in non-verbal communication quality for passengers. It is necessary to identify the factors that increase the customer attitude through the study of the non-verbal communication quality of the airline cabin crew. In this study, reliability analysis and frequency analysis were conducted to conduct empirical analysis. The body language, spatial language, and body language of the airline cabin crew had a significant effect on customer attitude. The difference in the perception of non-verbal communication among airline crews by demographic characteristics was also shown. The non-verbal communication quality of the airline cabin crew have a significant effect on customer loyalty. This study implies that there is a mechanism in the structural effect of non-verbal communication quality and customer loyalty of airline cabin crew.