空服員工作生活品質與服務態度關聯性之研究

The Relationship between Quality of Working Life and Service Attitude of Flight Attendants

吳武忠(Wu-Chung Wu) ； 任靜嫻(Jing-Shyen Ren)

《觀光研究學報》 10卷2期 (2004/05) Pp. 55-68

https://doi.org/10.6267/JTLS.2004.10(2)4

摘要

本研究旨在探討空服員工作生活品質知覺程度及服務態度情形並找出其間之關連性。以中華航空及長榮航空空服員為研究對象，採用問卷調查法，先以隨機取樣方式選取120名有效樣本進行預試研究並建立量表信效度，其後再選取514份有效樣本進行研究，有效問卷比率為57.1%。研究結果發現空服員的工作生活品質知覺為接近中等「M=2.81」程度；服務態度為中上程度「M=4.01」；工作生活品質與服務態度間呈顯著相關；工作生活品質構面中以「工作報酬與發展」、「工作屬性」與「公司制度」三個構面對空服員之服務態度具有13.64%的解釋能力，顯示提高空服員對於上述三個構面知覺程度有助於增進其服務態度之表現。

關鍵字

空服員 ； 工作生活品質 ； 服務態度

並列摘要

The purpose of this study is to explore flight attendants' perception of quality of working life and service attitude and search the relationship between them. Subjects were drawn from China airline and Eva airway. For the pretest, 120 valid questionnaires were collected and established the validity and reliability. For the normal test, 514 valid questionnaires were collected and the valid percentage was 57.1%. Conclusions are as follows: flight attendants' perception of quality of working life is close to normal「M=2.81」; flight attendants' service attitude is good 「M=4.01」; there is significantly correlation between quality of working life and service attitude; 「Salaries and developments」「, work characteristics」 and 「company institutions」 are three dimensions of quality of working life that can express flight attendants' service attitude and predicted with 13.64% efficiency. It's helpful for flight attendants to improve service attitude if airline can promte these three dimensions.

並列關鍵字

flight attendant ； quality of working life ； service attitude

參考文獻

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