Factors influencing the service performance of frontline staff in airlines service delivery | |
| Author | Orawan Charoensukmongkol |
| Call Number | AIT RSPR no.SM-05-20 |
| Subject(s) | Airlines--Employees Airlines--Customer services |
| Note | A research study submitted in partial fulfillment of the requirements for the degree of Master of Business Administration, School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Research studies project report ; no. SM-05-20 |
| Abstract | This study attempts to identify service dimensions that matter to current airline passengers. The research compared passengers' expectations and perceptions towards airlines service. The major airlines were selected to compare with Thai Airways (TG). A total of 137 airlines staffs in different companies were interviewed i.e. Thai Airways, Singapore Airlines, Air France and Lufthansa. Impact of organizational factors on frontline staffs' performance to deliver service was assessed by hypothesis testing in terms of negative and positive influence of each factor on organizations which concluded that all the hypothesis made were correct and were successfully related to 'job satisfaction' and 'intentions to resign' of employees. TG has 4.32 the highest score in 'organizational commitment' while other airlines get 4.06 the highest in 'customer service orientation of the firm'. However, both have the same lowest mean score in 'Intention to resign' which is 2.05 and 2.64 for TG and other airlines, respectively. Passengers' profile like age, nationality, purpose of travel and who choose airline had a significant effect on all the six service dimensions (P>0.05): Assurance, Reliability, Responsiveness, Employees personality, Customization and flight pattern. The finding shows that language ability has the widest gap which refer to the capability of staff in communication are not well enough. Organizational factors that have potentially negative influence on frontline staffs' service delivery and service quality gap were also related and compared. In staff view, empowerment has the lowest mean score for TG. Factors analysis was used to reduce the number of variables. A measure of sampling adequacy (MSA) and Barlett test of significance gave 0.699 and 0.664 values for passenger and staff surveys, respectively. The mean scores of new variables were then used to compare performance of airlines. |
| Year | 2005 |
| Corresponding Series Added Entry | Asian Institute of Technology. Research studies project report ; no. SM-05-20 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Swierczek, Fredric W.; |
| Examination Committee(s) | Do Ba Khang;Singha Chiamsiri; |
| Scholarship Donor(s) | Royal Thai Government Fellowship; |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 2005 |