A Study of Airline Purser Selection Criterion

• Main Authors: SHAN CHI-CHIH, 單齊之
• Other Authors: 劉得昌
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/44656469158429227786

碩士 === 開南大學 === 空運管理學系 === 96 === A Purser plays a pivotal role in the ranges of navigational services. Superior quality services to the passengers rest on flight attendants led by a competent purser who in turn brings on a comfortable and enjoyable atmosphere in the cabin. Nevertheless if the aviation industry has not selected highly qualified pursers which led to problems of inferior service in the cabin, passenger loyalty in the airline patronage would be drastically reduced, hence affecting the overall image. Therefore the eligibility of a selected purser is essentially a crucial topic to the Airline. During the selection of pursers, if demurral and disputation of unfairness incurred resulting from altering selection criterions due to possible contrived interference, this not only affects the employee devotion towards the company, the service level would be drastically lowered as well due to an un-optimal selection of the pursers. This research targeting on the establishment of the purser selection criterions, adopts Fuzzy Analytic Hierarchy Process, FAHP is intended to analyze the importance of each selection criterion. The research finding demonstrates in the four aspects of purser selection, with the level of the importance listed respectively as work ethnics, communication and coordination skill, and working ability with the daily performance assessment as the last. This shows that work ethnics has a significant impact on the overall image of the cabin service, which should be placed in the first place at the selection of airline leading positions. Nevertheless the attendance rate as well as individual cases of passenger complaints which the aviation industry widely attaches importance to, its appraisal proportion should be lowered at the purser selection. In the overall weight of the purser selection criterion it is revealed that the mood management by the purser plus honest and responsible working ethics should be considered as first priority. Worth mentioning is that having a high command of English which people generally deem as important is barely listed the third from the bottom, it demonstrates that in the process of advancing to internationalization the English-speaking foreign passenger proportion is still relatively low.