The Impact of Airlines Organizational Culture and Commitment on Service Quality

• Main Authors: Chiao-Wen Lo, 羅喬文
• Other Authors: Shih-Yao Kuo
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/50795780906299490546

碩士 === 真理大學 === 休閒遊憩事業學系碩士班 === 97 === Abstract The purpose of this research is to examine the relationship between organizational culture and organizational commitment of airlines employees, including managers and flight attendants. The aspects of organizational culture consist of supportive culture、innovative culture and bureaucratic culture. As the ones of organizational commitment consist of affective commitment、continuance commitment、normative commitment, service quality aspects consist of tangibles、reliability、responsiveness、assurance、empathy. The valid responses of 34 managers and 157 flight attendants are from the ones who work in two major airlines in Taiwan, which labeled as airline A and airline B in this paper. 301 usable replies are collected from passengers. The results are listed as below: 1.The organizational culture cognition of airline A flight attendants tends to be supportive culture, and airline B flight attendants tend to recognize it as bureaucratic culture. 2. The organizational culture cognition of both airlines managers tends to be bureaucratic culture. 3. The means of continuance commitment and normative commitment of airline A flight attendants are higher than airline B flight attendants. 4. The mean of affective commitment of airline B managers is higher than airline A managers. 5. The service quality of airline A is generally better than airline B. 6. Organizational culture is positively correlated with organizational commitment. 7. Organizational commitment can be predicted by analyzing the aspects of organizational culture.