Research On Competency Model And Evaluation Of Flight Attendents

As the main force of the human resources of the airline,the competence of flight attendants have a very important influence on the service quality and flight safety.Competency model and comprehensive evaluation methods of the flight attendants will used in the recruitment,training and assessment,so as to effectively improve the comprehensive quality of the airline.The study through consulting relevant literature,analyzing the duties of flight attendants,employing behavioral event interviews,questionnaires and other research to comprehensive extract features of flight attendants,forming the competence elements set.According to the competence elements set to compile the questionnaire,then using the SPSS and Amos software to analyze 412 valid questionnaires,build up the competency model of flight attendants.The model consists of 4 dimensions and total 20 competencies: knowledge structure,personal characteristics,interpersonal skills and professional attitude.In the part of competency evaluation,used the subjective and objective methods to determine index weight,and the using the Grey system method to evaluate competency level.Finally,on the basis of the competency model,some suggestions are put forward to improve the competency of flight attendants.The innovation of the study is through a variety of research methods to build up the competency model and evaluation system of flight attendants.Enriched the research of service personnel competence,and provide a certain reference value for airlines,not only in civil aviation service quality,but also in the application.