以AHP法探討台灣國際航線空服員之自願性離業因素

Exploring the Factors on the Voluntary Occupational Turnover of Taiwan International Line Flight Attendantsby AHP Approach

過去研究大多探討空服員工作壓力、組織氣候、服務態度以及離職傾向等議題，但較少提及其離業問題。空服員因長期工作壓力，面臨健康、日夜顛倒、工作分派等情況，最後選擇離開此行業、不再續留。本研究透過AHP法探討空服員自願性離業因素，先以半結構方式訪談兩位在職國際航線空服員，並結合文獻回顧，建構影響空服員自願性離業之相關因素，並設計AHP問卷。再邀集24位國際線在職空服員參與調查。結果顯示，個人面向是最主要影響空服員自願性離業的面向，其中包含健康疾病(0.273)、生理作息(0.171)、婚姻家庭(0.146)等因素。藉由研究結果可幫助航空公司更了解空服員離業的主要動機，建立措施輔導協助，減少空服員的流失，可間接避免新人培訓費用及人事成本增加。

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 pressureabout physiological health, work loading. 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 by AHP approach. We constructed the factor model of voluntary occupational turnover and designedthe AHP questionnaire by interviewingtwo in-service internationalflight attendantsand reviewing literatures. Then,24 samples of in-service international flight attendants of lines were invited to participate in the survey. Results showed that personal aspectis the main causeaffecting flight attendants’ willing to occupational turnover. Moreover, the most important factors of personal aspect as the following: health(0.273), circadian rhythms(0.171), marriage and family(0.146).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.