員工士氣與乘客滿意度之關係：薪資制度之干擾影響

The Relationship between Employee Morale and Passneger Satisfaction: The Moderating Effect of Wages System

10.3966/199553922016031001005

彭祥溢(Hsiang-Yi Peng)

員工士氣 ； 乘客滿意度 ； 薪資制度 ； employee morale ； passenger satisfaction ； wages system

多國籍企業管理評論

10卷1期（2016 / 03 / 01）

87 - 102

繁體中文

各大企業的年終獎金發放，每到年關之際都成為電子與平面媒體的頭條新聞以吸引民眾之注意，近年有些企業因為獎金的分配不均與數額低落的情況，引發員工抗議或罷工的事件頻傳，導致員工士氣低迷。員工士氣與乘客滿意度之間的關係微妙與緊密，而員工薪資制度之公平性，對不同國籍的員工受歧視之不公平薪資待遇，內心尊嚴受損，將深切影響員工士氣，而員工士氣直接影響乘客滿意度，因此，薪資之公平性對員工士氣之影響程度成為本次研究之主要焦點。透過現職空服員與搭機旅客的問卷調查與分析結果發現：員工士氣與乘客滿意度之間呈現正向相關的關係，當員工士氣越高時，空服員會更樂於為乘客供更貼心的服務，所以乘客的滿意度也越高。而空服員對薪資制度的滿意度越高，越能增強對乘客們的關懷與貼心服務，讓乘客對服務的滿意度更加提升，薪資制度公平性在員工士氣與乘客滿意度之間產生深切的干擾影響。因此，各大企業之員工薪資制度實為人力資源管理實務上的一個重要工作。

The year-round bonuses of various enterprises are taken as the hot news on electronic and print media to attract people. In recent years, the uneven allocation of bonuses has triggered protest and strike in some enterprises, causing low employee morale. The relationship between employee morale and passenger satisfaction is subtle and tight, while the fairness of wages system. Like unfair wages for employees of different nationality will deeply impair their dignity, influence their morale and even influence passenger satisfaction. Thus, the influence of wages fairness on employee is the main point of this study. From the analysis results of questionnaire for current cabin crews and passengers, it finds that there is positive correlation between employee morale and passenger satisfaction. High morale makes the cabin crews tend to be happy to provide passengers with intimate service, thus the satisfaction of passengers is high accordingly. However, the high satisfaction of cabin crews towards wages system will promote them to provide more care and intimate service for passengers; making them enhance satisfaction the fairness of wages system will produce deep moderating effect influence on employee morale and passenger satisfaction. Therefore, the wages system of various enterprises is actually an important job in human resource management practice.

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