CA一线员工工作压力与工作满意度关系研究
发布时间：2018-08-22 08:10
【摘要】：面对航空安全压力增大、运输市场竞争加剧、旅客维权意识增强的外界形势,如何在确保机场安全运营的前提下,提高旅客服务质量,增强自身竞争力就成为了各个机场必须重视的问题。机场一线员工直接接触航空器、货物和旅客,是机场服务输出的最终贯彻者和执行者,研究一线员工工作压力和满意度的关系对提升机场服务质量和保障安全运营都具有重要意义。 本文在参考借鉴已有的研究成果,并结合CA一线员工实际情况,编制出具有较高信度和效度的工作压力和工作满意度量表,并进行问卷调查。将CA直接接触航空器、货物和旅客的一线员工作为研究对象,发放问卷300份,回收有效问卷246份。运用SPSS软件对所获取的样本进行统计分析,旨在了解CA一线员工的工作压力与工作满意度的现状,分析探讨员工工作压力的主要来源、工作满意度的影响因素及其之间的相互关系。根据调查结果,得出以下结论： 1、CA一线员工整体工作压力偏高,整体工作满意度偏低,其中“工作本身压力”和“职业发展压力”相对比较大,工作回报满意度得分最低。 2、CA不同个人特征的一线员工在整体工作压力及各构面的认知上存在部分显著差异；在整体工作满意度及各构面的认知上存在小部分显著差异。 3、CA一线员工整体工作压力与工作满意度显著负相关。其中工作压力本身、职业发展压力、组织运行压力、人际压力等四个构面与整体工作满意度负相关显著。 4、CA一线员工整体工作压力对工作满意度具有较好的预测作用。具体来说,人际压力、职业发展压力、组织运行压力、社会支持压力等四个构面对整体工作满意度具有预测力,且为反向作用。 基于以上结论,本文从工作本身、工作环境、职业生涯管理、企业文化建设等方面提出了降低员工工作压力,改善员工工作满意度的具体建议。
[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.
【学位授予单位】：西南大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F562
本文编号：2196512
[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.
【学位授予单位】：西南大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F562
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