空服員自願性離業因素之探討

摘要在過去的研究中大多探討空服員工作壓力、組織氣候、服務態度、離職傾向，較少提到關於空服員離業的相關研究，因空服員長期在極大的工作壓力下須面臨的健康、日夜顛倒、主管對於工作上分派不均，最後造成她們選擇離開本身行業，不願再踏回航空業。所以藉由本研究來探討造成空服員自願性離業的重要因素。本研究採兩階段方式進行問卷蒐集，第一階段採半結構方式訪談兩位在職國際航空空服員，蒐集所有會影響空服員自願性離業的相關因素，將訪談內容彙整出，再結合過去國內外文獻，規劃出研究架構及AHP問卷設計。第二階段再將問卷發放給24位國際線在職空服員，回收率(100%)，將所有蒐集到的數據資料利用AHP與IPA進行因素分析與各類統計分析研究。其研究結果顯示，個人面項是最主要影響空服員自願性離業的重要因素，而分別排序是健康疾病(0.261)、生理作息(0.166)、婚姻家庭(0.156)。藉由量表的結果，可幫助航空公司在未來能更了解空服員離業的主要動機，進而減少招聘新人需培訓的龐大費用及人事成本的增加，因此空服員自願性離業的相關因素亦值得本研究來探討。

關鍵字

IPA分析； AHP分析；離業；空服員

並列摘要

Abstract In the past, most of the research about flight attendants focused on work stress, climate organization, service attitude and occupational turnover tendency, but few research explored the factors of their occupational turnover. Flight attendants have to face the long-term work pressure. Finally, they choose to leave the industry and unwilling to return. Therefore, this research aims to discuss the factors that cause flight attendants’ voluntary occupational turnover. In the study, the research process is divided into two phases. The first stage is to collect all the reasons why flight attendants leave their positions by reviewing literatures and interviewing two in-duty flight attendants with a semi-structured interview. We constructed a conceptual framework of factors on voluntary occupational turnover and design AHP questionnaires. The second step, 24 samples of in-duty international flight attendants of lines were collected with 100% response rate. By AHP analysis and IPA analysis, the results show that personal aspect are the main ones affecting flight attendants’ willing to occupational turnover. Moreover, the most important factors of personal aspect as the following: Health(0.2661), Circadian Rhythms(0.166), Marriage and Family(0.156). Based on the results of the research, it could help airlines companies to know more about the main causes of voluntary occupational turnover of flight attendants, and help them to avoid the huge cost in recruiting and human resource.