The Passenger Service Excellence of Thai Airways International's Cabin Crew

Abstract

This study ofthe passenger service excellence ofthe cabin crew working for Thai Airways International was chosen as a sample since THAI is the "National Flag Canier. " For this empirical study, path analysis methodology was used to study crew performance appraisal that included 3 groups ofcabin crew, whose pelformance was evaluated as excellent ,average, orpoor. The objectives ofthis study were as follows: 1) to comparatively study the factors that influenced performance among 3 groups of cabin crew rated as excellent, average, or poor2) to study the direct and indirect influence factors that affected, more or less, the service performance ofthese groups of THAI crew. The finding ofthis study revealed that among factors, the factor of having good personality had the highest influence, in both direct and indirect ways, on service pelformance. The factor ofteam cooperation had a lesser influence than personality, followed by loyalty, knowledge and attitude, management ability, and being ready to work. While the factor oftraining had a negative influence on crew performance, the working yearfactor had no apparent on service performance.