基于SCSQ和STAI的航空旅客旅行中出现的焦虑问题研究

发布时间：2018-01-21 00:17

本文关键词： 状态-特质焦虑量表简易应对方式量表航空旅客焦虑航空安全服务质量　出处：《职业与健康》2016年22期 　论文类型：期刊论文

【摘要】：目的解决旅客在航空旅行中的焦虑问题,为航空公司提高服务质量提供科学指导。方法选用自制的旅客基本信息调查表以及引用简易应对方式量表(SCSQ)和状态-特质焦虑量表(STAI)对旅客进行综合测试,调查其个性特征和旅行中容易出现的问题。通过不同类型的旅客特质焦虑和应对方式比较,分析特质焦虑和应对方式的相关性。通过二分类logistic回归分析,了解旅客性别、年龄、旅行频率、飞行时间、经常国内/外旅行、应对方式和特质焦虑7个特征变量对旅客出现焦虑阶段、焦虑解决措施和身体状态的影响。结果特质焦虑得分较低的旅客在旅行时更容易站起来活动来缓解焦虑(sig0.05)。年龄、应对方式、特质焦虑对身体问题影响较大(sig0.05)。结论应重视旅客焦虑问题,应加强对一线员工沟通技能的培养,关注旅客感受,重视特殊时期对不同旅客群采取不同的服务措施。
[Abstract]:Objective to solve the anxiety problem of passengers in air travel. To provide scientific guidance for airlines to improve the quality of service. Methods A self-made passenger basic information questionnaire and a simplified coping style scale (SCSQQ) and a status-trait anxiety scale (STAI) were used. Comprehensive testing of passengers. To investigate their personality characteristics and travel problems. Through the different types of passenger trait anxiety and coping style comparison. To analyze the correlation between trait anxiety and coping style. By using two-classification logistic regression analysis, we found out the gender, age, frequency of travel, flight time, frequent domestic / external travel. Coping style and trait anxiety of seven characteristic variables on the passenger anxiety stage. Anxiety resolution measures and the effects of physical state. Results passengers with lower trait anxiety scores were more likely to stand up and exercise during travel to relieve anxiety by sig0.05. Age, coping style. Conclusion We should pay attention to the problem of passenger anxiety, strengthen the cultivation of communication skills of front-line staff, and pay attention to the feelings of tourists. Attach importance to the special period of different groups of passengers to take different service measures.
【作者单位】：中国民航大学民航安全科学研究所;
【基金】：教育部人文社会科学青年基金(15YJC190008) 民航局安全能力建设基金-航空人员安全风险控制机制建设(OAS20150337) 中央高校基本科研业务费中国民航大学专项(3122013C011)
【分类号】：R85
【正文快照】： Research on passenger anxiety in the air travel based on SCSQ and STAIWANG Yue-yi,LI Jing-qiangResearch Institute of Civil Aviation Safety,Civil Aviation University of China,Tianjin,300300,China航空业作为服务行业,旅客的感知取决于服务质量,服务质量在很大程

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