비언어적 커뮤니케이션이 지각된 서비스품질과 고객만족에 미치는 영향

The Effect of Non-verbal Communication to the Perceived Service Quality and Customer Satisfaction

Even if Demand in air industry is increasing Job stress has become an important issue in today's world. One must recognize that not all stress is negative. A certain amount of stress is needed for an employee to remain motivated in their position. Therefore it is estimated that air service market become highly unclear and competitiveness to attract customer is deepening. To overcome this air situation and secure its competitiveness, improvement in its service quality will be an important competitive strategy. So Specific of this study are as follows ; firstly to find out real relations between perceived nonverbal communication and perceived service quality and customer satisfaction. Secondly to analyze groups comparatively by demographics characteristics and verify intermediate effect from the relations between perceived service quality and customer satisfaction. The result of this real analysis is summarized as follows; Firstly nonverbal communication has a positively meaningful effect on perceived service quality, Secondly perceived service quality has a positively meaningful effect on customer satisfaction. It suggest following things, it show that communication of service staff consists of not only linguistic from but also various nonverbal communication form. Because service has an effect on customer through various nonverbal communication ways, such as facial expression and gesture should be also used. Therefore in educating service staff, these things should be included and in managing them, it should make them consider them as important.