The Impact of Airport Staff Communication Types and Nonverbal Communication Factors on Passenger Satisfaction after the Pandemic

The Impact of Airport Staff Communication Types and Nonverbal Communication Factors on Passenger Satisfaction after the Pandemic

Purpose: The purpose is to investigate the types of communication between aviation industry workers and passengers according to environmental changes following the COVID-19 pandemic. This study analyzes the impact of verbal and non-verbal communication styles of airport staff, especially those working at airline check-in counters, on passenger satisfaction. Research Design: The research design focuses on the impact of verbal communication styles and non-verbal communication factors of airline check-in counter staff, who represent the initial point of contact with passengers among airport staff, on passenger satisfaction. The survey period for sample collection was from July 1 to July 30, 2023, and the study was conducted targeting passengers boarding aircraft through Incheon Airport and Gimpo Airport. Result: First, it is important for airport staff to recognize all passengers, especially corporate customers, as corporate customers rather than simply as individuals boarding an airplane. Second, as the importance of non-verbal expressions increases due to the impact of COVID-19, physical and verbal responses are necessary. Third, it is important to check which language the passenger understands. Conclusions: Since communication through nonverbal expressions has become more important since COVID-19, airport employees need to recognize the importance of nonverbal communication. This awareness can serve as a foundation for building trust between airport staff and passengers.