항공사 객실승무원의 서비스교육이 직무만족과 고객지향성에 미치는 영향
The Influence of Service Education for Flight Crew on Job Satisfaction and Customer Orientation
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초록
The purpose of this study was to Provides important basic data on the development of a service training system for human resource management of cabin crew with the influence of service education for flight crew on job satisfaction and customer orientation. This paper chose flight crews as a population of this study who had experience in service training using convenience sampling. For the analysis of data, 282 questionnaires were used using SPSS 18.0 and Amos 20.0. For the analysis of the data, frequency analysis were utilized to examine respondents demographics characteristics and reliability analysis were processed. Confirmatory factor analysis and correlation analysis were conducted. Finally, path analysis was conducted for the verification of model suitability and hypothesis verification. The results of this research is presented as follows: First, the service education on job satisfaction showed that service inclination had a significant effect on flight crews' job satisfaction. Second, the service education on customer orientation showed that service inclination had a significant effect on flight crews' customer orientation. Third, job satisfaction had a significant effect on flight crews' customer orientation.
Abstract
The purpose of this study was to Provides important basic data on the development of a service training system for human resource management of cabin crew with the influence of service education for flight crew on job satisfaction and customer orientation. This paper chose flight crews as a population of this study who had experience in service training using convenience sampling. For the analysis of data, 282 questionnaires were used using SPSS 18.0 and Amos 20.0. For the analysis of the data, frequency analysis were utilized to examine respondents demographics characteristics and reliability analysis were processed. Confirmatory factor analysis and correlation analysis were conducted. Finally, path analysis was conducted for the verification of model suitability and hypothesis verification. The results of this research is presented as follows: First, the service education on job satisfaction showed that service inclination had a significant effect on flight crews' job satisfaction. Second, the service education on customer orientation showed that service inclination had a significant effect on flight crews' customer orientation. Third, job satisfaction had a significant effect on flight crews' customer orientation.
참고문헌 (28)
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