Passengers' Perception of the Influence of Flight Attendants' Strike on Passengers' Satisfaction and Conversion Intention

• Main Authors: Lee, Ting-Mei, 李定美
• Other Authors: Chen, Shiou-Yu
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/d9r4d3

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 106 === In recent days, Labors have paid more attention on their rights and started to fight back for better working environment, salary and related welfare in the wake of surging labor consciousness. The dissatisfied labors will cause variety of labor disputes because employers only focus on their own benefit and neglect the expectation of employees. Strike is the severest conflict and the most common nowadays. Regardless of Taiwan or foreign airlines, strike not only cause loss of airline company but negative company image because of the inconvenience caused by the strike. When passengers are unsatisfied with the airline, they would shift to another company and influence the others with bad reputation that give rise to negative effect on airline. Therefore, this study views strike of cabin crew as a negative event and explores whether this negative event may influence on customer satisfaction. Meanwhile, we verify whether passengers’ satisfaction can affect image of airline and customer’s intention to switch to other service of airline (behavior intention). This study explores the influence of the flight attendant’s strikes on passengers’ satisfaction and switching intention from passengers’ perspectives. The hypotheses in this study are established by reviewing literature and the structural equation model (SEM) is adopted to test them. The results of this study are as following: 1.Flight attendants’ strike behavior has no direct impact on passengers’ satisfaction. 2.Flight attendants’ strike behavior do not achieve a statistically significant impact on the passenger's conversion intention. 3.Passengers’ satisfaction has a positive impact on passengers' switching intention. Finally, according to the findings of this study, we provides some suggestions for airlines to enhance passengers’ satisfaction.