A Study on the Effect of Personal Capacity of Airline Employees on Turnover Intention and Customer Orientation

다국어 초록 (Multilingual Abstract)

Purpose - This study aims to investigate the major capabilities of airline cabin crew to improve the performance of the organization by identifying how they are affected by turnover and customer orientation.
Research, design, data, and methodology – The survey was conducted on a self-subscribed basis. The survey participants were limited to all airline cabin crew members in Korea to look at the component measurement items. The survey period was conducted by distributing 530 copies from 1 February to 30 September 2018 to obtain a total of 515 copies. To verify the validity of the questionnaire, the final questionnaire for this survey was prepared by modifying and supplementing the questionnaire by analyzing factors and validating the questionnaire through reliability verification
Results - The analysis on the impact of personal capacity of the airline cabin crew on turnover revealed that the technical capacity of the lower factors of the personal capacity, the technical capacity of the lower factors of the individual capacity, the knowledge capacity, and the ability of the individual capacity, had an effect of the positive and the personal capacity of the airline cabin crew has a statistically positive effect on the customer orientation relationship, which is a sub-factor of the cabin crew
Conclusions – The individual capabilities of the cabin crew were reviewed and analyzed as a whole to model the capabilities. It can be said that the capacity of the cabin crew of the airline was defined and the components were established as technical capacity, knowledge capacity and expertise capacity. As an indicator of the performance of the airline cabin crew, it was found that the intangible performance of the individual capabilities and customer orientation were very closely related. Airline cabin crew have verified the importance of good talent selection and capacity development training, which are essential requirements for securing the airline's competitiveness.

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