Job satisfaction of chief pursers in Vietnam Airlines

Abstract

Air transport captures a crucial segment of the global economics. Nowadays, the appearances of many air carriers are the challenges among airline companies and create the harsh competition. Passengers are provided the variety of choices. Gaining passengers’satisfaction which is influenced by service quality is vital for the airlines’survival. Service quality of the full-service airlines includes the airport service and the in-flight service in which onboard service plays a key role, because passengers spend most of the time on the flights and have much time for communication with the front-line staff. Passengers’perception impacts their assessments on the airlines. The front-line service personnel like cabin attendants who often face to workload, disorder sleeps, different time zones, work tension have to keep smiling, courteousness and attentiveness in dealing with passengers’ demands and problems. They are the important labor forces of the airlines onboard. Also, they really love their jobs as their performance says the degree of job satisfaction. The duty of the airlines is to drive their job satisfaction toward the company’s goals and mission as their satisfaction results in the profit and productivity. Vietnam Airlines is not the exception. Studying Skytrax report and rating on March 2019 for Vietnam Airlines, there is appearance of low performance resulting from job dissatisfaction of chief pursers who are managing the in-flight service quality of cabin crew. The purpose of the thesis is to find reasons influencing job dissatisfaction of chief pursers and proposes the solution.