항공객실승무원이 지각하는 항공사 ESG 경영이 직무만족과 고객지향성에 미치는 영향

Recently, ESG management has been gaining global attention, and it is becoming an essential trend in the aviation industry, not merely an option. ESG management refers to the non-financial factors of a company, namely Environment, Social, and Governance. The importance of ESG management, which emphasizes non-financial value as well as financial value, is increasingly highlighted when assessing the value or performance of an organization. In particular, ESG management strengthens the relationship between the organization and its employees, enhances job satisfaction, and ultimately leads to improved productivity. Therefore, this study aims to examine the relationship between the job satisfaction and customer orientation of airline cabin crew members based on their perception of the airline’s ESG management. The study targets cabin crew members working for domestic airlines, and the data collected from 202 respondents were used for analysis. Statistical analysis was conducted using SPSS 25.0 and AMOS 25.0 programs. The results of the analysis are as follows: First, the ESG management perceived by airline cabin crew, including Environment, Social, and Governance, has a significant positive (+) impact on job satisfaction. Second, among the elements of ESG management, Social has a significant positive (+) impact on customer orientation, whereas Environment and Governance do not have a significant impact on customer orientation. Third, the job satisfaction of airline cabin crew members has a significant positive (+) impact on customer orientation. Fourth, job satisfaction serves as a significant mediator in the relationship between the Environment, Social, and Governance components of ESG management and customer orientation. The findings of this study aim to provide foundational data for the development of effective strategies in ESG management within airlines.