| Summary: | 碩士 === 銘傳大學 === 觀光事業學系碩士在職專班 === 104 === The airline industry is facing change globalization, internationalization and technological innovation; therefore, the aviation transportation industry has no longer the traditional, but it transits from the tradition transportation to the transport services sector. In response to the advent of the era of competition in the global aviation industry, airlines continue to amplify new destinations. They have introduced advanced equipment, adopted more comfortable models, and released a large number of front-line staff vacancies (cabin crew and ground staff). In order to provide the huge consumer market more diverse selection of the occasion, how to improve service quality and guarantee flight safety depends on cabin crew professional training. The responsibility of cabin crew instructors is to provide service duty training of crew members and the purpose is to maintain and improve service quality.
Through the literatures review and experts interview, we propose 3 criteria and 16 sub-criteria to construct the hierarchical structure. The fuzzy Delphi method is integrated with the eigenvector of criteria for selecting cabin crew instructors. The concepts of normal triangular fuzzy number and linguistic variables “importance” and “appropriateness” are used to assess the importance weighting of sub-criterion and appropriateness of the alternatives under each sub-criterion. Through the hierarchy integration, we obtain the fuzzy overall evaluation of cabin crew instructors, and use Chen’s ranking method to determine optimal one.
This research takes the China airlines as an example to illustrate the decision-making process selecting cabin crew instructors. The research result also provides to the company for their future reference.
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