Four Key Factors of Job Performance of Air Customer Service Personnel in An Airline in Sri Lanka

Abstract

An empirical survey study was carried out by focusing on four key factors of job performance of air customer service employees or cabin crew of an airplane in an airline. The four key factors were attitude about customers, agreeableness, competencies, and pay-for-performance which were selected from a previous study done in Sri Lanka by the authors of this study. The objectives of this study were to investigate whether attitude about customers, agreeableness, competencies, and pay-for-performance significantly and positively relate to job performance of the cabin crew on customer service of an airplane in an airline; and to investigate whether these four factors have a significant joint impact on their job performance. The respondents were cabin managers who worked as cabin crew members’ supervisors. The questionnaire was given to 100 cabin managers who were in the population but only 56 completed questionnaires were used for the primary data collection. The empirical findings revealed that job performance of the cabin crew on customer service of an airplane in an airline is positively and significantly related to the three factors, and not related to one factor, i.e., pay-for-performance. Further these four factors could make a positive and significant combined effect on the variability of job performance of cabin crew members.

Key Words: Agreeableness, Airline, Attitude about Customers, Cabin Crew, Competencies,Job Performance, Pay-for-Performance