【摘要】：面對航空安全壓力增大、運輸市場競爭加劇、旅客維權(quán)意識增強的外界形勢,如何在確保機場安全運營的前提下,提高旅客服務(wù)質(zhì)量,增強自身競爭力就成為了各個機場必須重視的問題。機場一線員工直接接觸航空器、貨物和旅客,是機場服務(wù)輸出的最終貫徹者和執(zhí)行者,研究一線員工工作壓力和滿意度的關(guān)系對提升機場服務(wù)質(zhì)量和保障安全運營都具有重要意義。 本文在參考借鑒已有的研究成果,并結(jié)合CA一線員工實際情況,編制出具有較高信度和效度的工作壓力和工作滿意度量表,并進行問卷調(diào)查。將CA直接接觸航空器、貨物和旅客的一線員工作為研究對象,發(fā)放問卷300份,回收有效問卷246份。運用SPSS軟件對所獲取的樣本進行統(tǒng)計分析,旨在了解CA一線員工的工作壓力與工作滿意度的現(xiàn)狀,分析探討員工工作壓力的主要來源、工作滿意度的影響因素及其之間的相互關(guān)系。根據(jù)調(diào)查結(jié)果,得出以下結(jié)論： 1、CA一線員工整體工作壓力偏高,整體工作滿意度偏低,其中“工作本身壓力”和“職業(yè)發(fā)展壓力”相對比較大,工作回報滿意度得分最低。 2、CA不同個人特征的一線員工在整體工作壓力及各構(gòu)面的認知上存在部分顯著差異；在整體工作滿意度及各構(gòu)面的認知上存在小部分顯著差異。 3、CA一線員工整體工作壓力與工作滿意度顯著負相關(guān)。其中工作壓力本身、職業(yè)發(fā)展壓力、組織運行壓力、人際壓力等四個構(gòu)面與整體工作滿意度負相關(guān)顯著。 4、CA一線員工整體工作壓力對工作滿意度具有較好的預(yù)測作用。具體來說,人際壓力、職業(yè)發(fā)展壓力、組織運行壓力、社會支持壓力等四個構(gòu)面對整體工作滿意度具有預(yù)測力,且為反向作用。 基于以上結(jié)論,本文從工作本身、工作環(huán)境、職業(yè)生涯管理、企業(yè)文化建設(shè)等方面提出了降低員工工作壓力,改善員工工作滿意度的具體建議。
[Abstract]:Facing the increasing pressure of aviation safety, the intensification of competition in transportation market and the enhancement of passenger's awareness of safeguarding their rights, how to improve the quality of passenger service and enhance their competitiveness under the premise of ensuring the safe operation of the airport has become an important issue for all airports. It is of great significance to study the relationship between job stress and job satisfaction of frontline employees for improving service quality and ensuring safe operation of airports.
Based on the existing research results and the actual situation of the front-line staff of CA, this paper compiles a high reliability and validity scale of job stress and job satisfaction, and carries out a questionnaire survey. SPSS software is used to analyze the samples obtained in order to understand the status quo of job stress and job satisfaction of CA front-line employees, analyze and explore the main sources of job stress, the influencing factors of job satisfaction and their relationship.
1. The overall job stress of CA front-line employees is high, and the overall job satisfaction is low. The "job itself pressure" and "career development pressure" are relatively large, and the score of job satisfaction is the lowest.
2. There are some significant differences in overall job stress and cognition among front-line employees with different personal characteristics of CA, and some significant differences in overall job satisfaction and cognition of all aspects.
3. There is a significant negative correlation between overall job stress and job satisfaction in front-line employees of CA. The four dimensions of job stress, career development pressure, organizational running pressure and interpersonal pressure are negatively correlated with overall job satisfaction.
4. The overall job stress of CA front-line employees has a good predictive effect on job satisfaction. Specifically, interpersonal pressure, career development pressure, organizational operation pressure, social support pressure and other four aspects of overall job satisfaction have predictive power, and the reverse effect.
Based on the above conclusions, this paper puts forward some concrete suggestions to reduce employees'work pressure and improve employees' job satisfaction from the aspects of work itself, work environment, career management and corporate culture construction.
【學(xué)位授予單位】：西南大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F272.92;F562

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