항공사 고객만족과 재이용의도 형성에 ESG 경영이 미치는 영향 연구

Recently, interest in the need for corporate ESG management and improving competitiveness through it has been increasing globally. ESG is a word that combines the first English letters of environmental, social, and governance, and is attracting attention as a key element to achieve sustainability in corporate management. ESG management activities will increase customer trust and satisfaction, and can serve as a decisive factor in customers reusing the airline. To this end, we aim to identify major factors related to airline social responsibility, eco-friendly management, and governance among ESG factors, and determine how they affect customer satisfaction and lead to reuse intention. The analysis results of this paper show that an airline's ESG activities go beyond simply managing the company's image and act as an important factor in increasing customer satisfaction.