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研究生:阮瑞祥卿
研究生(外文):Nguyen Thuy Tuong Khanh
論文名稱:Factors Affecting The Loyalty of Flight Attendants at Vietnam Airlines
論文名稱(外文):Factors Affecting The Loyalty of Flight Attendants at Vietnam Airlines
指導教授:杜玉娟杜玉娟引用關係
指導教授(外文):Yu-Chuan Tu
學位類別:碩士
校院名稱:美和科技大學
系所名稱:企業管理系經營管理碩士班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:英文
中文關鍵詞:Employee engagementfactorsflight attendants
外文關鍵詞:Employee engagementfactorsflight attendants
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The flight attendants are very important and play a key role in trading process of Vietnam Airline. In the context of Vietnam's growing economy, the growing demand for air transportation services is increasing, not only domestic air routes but also international air routes and the competition between between aviation enterprises, especially the "battle" for good personnel, skilled labor, leading to the wave of labor movement, makes high staff turnover rates among businesses. So the objective of this research is to find out the most important factors impact on loyalty of flight attendants at Vietnam Airlines to analyze, evaluate, and make an assessment and measures to rectify the points is limited, contributing to the development of a complete human resource policy for the company, particularly policies to increase loyalty to employees.
Vietnam Airlines was established by the Government in January 1956, marking the birth of the Civil Aviation Industry in Vietnam with very few crews, with only five aircraft Fly propeller IL 14, Aero 45... Over the past 20 years, with an average annual growth rate of double digits, Vietnam Airlines has grown to become a prestigious airline in the region thanks to its modern fleet strength. Extensive network of routes and convenient connections, especially in Indochina. Starting with the domestic flights are not normal, today Vietnam Airlines has been exploited to 21 provinces and cities across the country and 28 international destinations in 26 countries and territories.
This research used quantitative methods, using questionnaires to interview and uses the SPSS 22.0 application to analyze the results. Total 370 surveys were delivered on 1/1/2017 to and get back on 01/03/2017 with 356 qualified surveys. The successful recovery rate is about 96.21%. Based on the result from research, there are 4 factors that effect directly to the loyalty of flight attendants at Vietnam Airlines: salary, nature of work, work environment and training & promotion. First, the work environment is the most factor imptact loyalty of flight attendants at Vietnam Airlines. Second, nature of work factor, Vietnam Airlines should take care all of the thing related to work due to it will affect to employee loyalty. Three, with salary factor, Vietnam airlines should build up salary budget for each group which can pay be paid for high potential in VietNam Airlines. Fourth, with training& promotion factor, Vietnam Airlines should make a training program to enhance the skill and productivity of each flight attendant.
This research analysed the loyalty of flight attendants at Vietnam Airlines only, therefore, the result was limited in small group and covered only a specific number of flight attendants.
The flight attendants are very important and play a key role in trading process of Vietnam Airline. In the context of Vietnam's growing economy, the growing demand for air transportation services is increasing, not only domestic air routes but also international air routes and the competition between between aviation enterprises, especially the "battle" for good personnel, skilled labor, leading to the wave of labor movement, makes high staff turnover rates among businesses. So the objective of this research is to find out the most important factors impact on loyalty of flight attendants at Vietnam Airlines to analyze, evaluate, and make an assessment and measures to rectify the points is limited, contributing to the development of a complete human resource policy for the company, particularly policies to increase loyalty to employees.
Vietnam Airlines was established by the Government in January 1956, marking the birth of the Civil Aviation Industry in Vietnam with very few crews, with only five aircraft Fly propeller IL 14, Aero 45... Over the past 20 years, with an average annual growth rate of double digits, Vietnam Airlines has grown to become a prestigious airline in the region thanks to its modern fleet strength. Extensive network of routes and convenient connections, especially in Indochina. Starting with the domestic flights are not normal, today Vietnam Airlines has been exploited to 21 provinces and cities across the country and 28 international destinations in 26 countries and territories.
This research used quantitative methods, using questionnaires to interview and uses the SPSS 22.0 application to analyze the results. Total 370 surveys were delivered on 1/1/2017 to and get back on 01/03/2017 with 356 qualified surveys. The successful recovery rate is about 96.21%. Based on the result from research, there are 4 factors that effect directly to the loyalty of flight attendants at Vietnam Airlines: salary, nature of work, work environment and training & promotion. First, the work environment is the most factor imptact loyalty of flight attendants at Vietnam Airlines. Second, nature of work factor, Vietnam Airlines should take care all of the thing related to work due to it will affect to employee loyalty. Three, with salary factor, Vietnam airlines should build up salary budget for each group which can pay be paid for high potential in VietNam Airlines. Fourth, with training& promotion factor, Vietnam Airlines should make a training program to enhance the skill and productivity of each flight attendant.
This research analysed the loyalty of flight attendants at Vietnam Airlines only, therefore, the result was limited in small group and covered only a specific number of flight attendants.
ACKNOWLEDGMENTS I
ABSTRACT II
Contents IV
Tables V
Figures VI
Chapter1 Introduction 1
1.1 Signification of Study 1
1.2 The Reason Choose Topic 2
1.3 Purpose of Study 3
1.4 Objective & Scope of Study 3
1.5 Vietnam Airline Cabin Crew Division 4
1.5.1 History of Vietnam Airlines 4
1.5.2 Business Performance of VNA in 2016 4
1.6 Thesis Structure 5
1.7 Research Process 5
Chapter 2 Literature Review 7
2.1 Significance of Study 7
2.1.1 Employee Loyalty in Organization 7
2.1.2 Benefit of Employee Loyalty to Organization 8
2.1.3 Employee Satisfaction 9
2.1.4 The Relationship Employee Satisfaction & Employee Loyalty 9
2.1.5 The Factor Affect to Employee Satisfaction & Employee Loyalty 10
Salary & Compensation 10
2.2 Theories of Employee Loyalty 11
2.2.1 Maslow’s Hierarchy of Needs Theory 11
2.2.2 Herzberg’s Motivator-Hygiene Theory 12
2.3 Summary 18
2.4 Research Framework 19
2.5 Research Hypothesis 19
Chapter 3 Research Methodology 20
3.1 Research Design 20
3.2 Data Collection Methods 20
3.2.1 Primary Data 20
3.2.2 Secondary Data 20
3.3 Sampling Design 21
3.3.1 Target Population 21
3.3.2 Sample Size 21
3.4 Data Analysis 21
3.5 Questionnaire 22
3.5.1 Purpose of Using Questionnaire 22
3.5.2 Questionnaire Design 23
3.5.3 Employee Loyalty 23
3.5.4 Salary 24
3.5.5 Nature of Work 24
3.5.6 Work Environment 24
3.5.7 Training & Promotion 25
Chapter 4 Research Results and Analysis 26
4.1 Demographic Information 26
4.2 Descriptive Analysis 27
4.2.1 Salary 27
4.2.2 Natural of Work 28
4.2.3 Work Environment 28
4.2.4 Training & Promotion 29
4.2.5 Employee Loyalty 29
4.3 Reliability Analysis 30
4.4 Factor Analysis (EFA) 31
4.4.1 EFA for Independent Variables 31
4.4.2 EFA for dependent variables 33
4.5 Pearson Correlations Coefficient 35
4.5.1 Salary & Compensation 36
4.5.2 Nature of Work 36
4.5.3 Work Environment 37
4.5.4 Training & Promotion 37
4.6 Regression Analysis 37
Chapter 5 Conclusions and Recommendations 40
5.1 Objective of Thesis 40
5.2 Recommendations 41
5.2.1 Work Environment 41
5.2.2 Nature of Work 41
5.2.3 Salary 42
5.2.4 Promotion & Training 42
5.3 Limitation of This Study 42
5.4 Suggestion for Further Study 43
References 44
APPENDEX1: QUESTION LIST 51
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