國籍航空公司飛航組員對公正文化信任度之研究

民航局自2005年頒布AC 120-032（目前最新版本為2014年所頒布的AC 120-032D）通告後開始推行SMS系統，近年來國籍航空服務業者也依循民航局發佈之通告逐步導入SMS系統。安全管理系統建立之本質在能及時發現潛在危險因子，透過系統化分析找出解決方法，達成持續提升飛航安全之目的；基此，安全管理系統納入公正文化概念。公正文化是指對於飛航組員所發生的誤失，能持以正面態度應對，而非著重責難或處分；建立公正文化能促使第一線飛航組員更主動參與提供安全資訊，並提升其對安全管理系統運作之信心。但就研究者個人實務經驗及觀察，一般組員對公正文化仍多存疑。本研究目的主要在探討國籍航空公司飛航組員對公正文化之信任度，及提升其對公正文化信任度之可行管理作法。本研究採用量化調查法進行研究設計、資料蒐集與分析；研究樣本採便利取樣（Convenience Sampling）方式，回收有效問卷共計250份。有效問卷採用SPSS 22及SPSS Amos 26 統計分析軟體進行資料編碼、輸入與分析；資料分析方法包括有：描述性統計、相依/成對與獨立樣本t檢定（t-tests）、單因子變異數分析（ANOVA）、多元線性迴歸分析、重要－表現程度分析法（IPA）。　　研究資料分析結果發現：一、公正文化、組織內部信任、管理作法之模式適配度均達檢驗標準；二、飛航組員對於公正文化與組織內部信任、及管理作法之「專業素養」與「評議系統」同意度均低於重要性；三、公正文化與組織內部信任之同意度均因飛航組員現職公司的不同呈現差異；管理作法之同意度與重要性均因兼任行政（管理）職務累計總年資的不同呈現差異；四、公正文化之「實質公正、程序公正、修復公正」同意度均可正向預測組織內部信任之同意度，管理作法之「專業素養與報告系統」同意度可正向預測組織內部信任之重要性，公正文化之「實質公正」重要性可正向預測組織內部信任之同意度、「程序公正」重要性可負向預測組織內部信任之同意度；五、公正文化應加強改善議題，屬「實質公正」有1項、「程序公正」有5項，「修復公正」有2項。

關鍵字

公正文化；組織內部信任；航務管理；飛航組員；安全管理系統

並列摘要

The Civil Aeronautics Administration (CAA) in Taiwan has implemented the Safety Management System (SMS) since the announcement of AC 120-032 in 2005 (the latest version was issued in 2014). The essence of SMS is to discover potential risk factors and find solutions for improving flight safety. SMS incorporates the concept of Just Culture (JC); instead of blaming/punishing frontline operators for the error, JC can help such error to be positively examined. Hence, JC will initiate frontline operators to be actively involved in sharing safety information and increasing their trust in SMS. The purpose of this research was to explore the Taiwanese flight crew’s trust in JC, and the feasible management approaches for increasing their trust in JC. The quantitative survey method was used for research design and data collection. The research samples were included by using convenience sampling; a total of 250 valid samples were included. The SPSS 22 and SPSS Amos 26 were used for data encoding and analysis; the analysis methods included: descriptive statistics, t-tests for nonindependent and independent samples, one-way analysis of variance (ANOVA), multiple linear regression analysis, and important-performance analysis (IPA). It was found: 1. The model fit of JC, Trust in Organization, and Management is verified; 2. The flight crew’s agreement of JC and Trust in Organization, and “Professionalism” and ‘’Evaluation System’’ of Management is lower than their perceived importance; 3. The agreement of JC and Trust in Organization has significant difference mainly due to flight crew’s current airline experiences; the agreement and importance of Management has significant difference mainly due to their administration service years and experiences; 4. The agreement of JC can positively predict the agreement of Trust in Organization, the agreement of “Professionalism’’ and “Reporting System’’ of Management can positively predict the importance of Trust in Organization, the importance of ‘’Substantive Just” of JC can positively predict the agreement of Trust in Organization, the importance of “Procedural Just’’ of JC can negatively predict the agreement of Trust in Organization,; 5. The issues related to JC in which need to be addressed and improved, include 1 item of “Substantive Justice”, 5 items of “Procedural Justice”, and 2 items of “Restorative Justice”.