空服員的徵選雖然競爭激烈，不過其特殊的工作環境與性質，卻造成相當高的離職率；離職對個人而言，必須面臨轉職的困擾，對公司而言，代表著人力成本的增加。本研究透過回顧離職傾向文獻，認為工作滿足、組織承諾及工作尋找為離職傾向的重要前因變項，依據文獻架構離職傾向關係模式；本研究問卷分為工作滿足、組織承諾、工作尋找、離職傾向及個人變項五部份，共蒐集156份問卷供分析；首先使用因素分析方法縮減構面，作為後續分析之基礎，利用變異數分析方法，找出個人變項不同是否在各因素中有所差異，另一方面以結構方程式模式(System Equation Modeling, SEM)驗證各個構面之間的關係，最後再根據數據分析結果，對個案航空公司提出建議，期能對空服員離職議題有所助益。 透過因素分析方法，工作滿足共萃取出工作性質、公司制度和基層領導三個因素，組織承諾萃取出規範承諾、情感承諾和持續承諾三個因素，工作尋找及離職傾向則是分別縮減為單一因子。離職傾向關係模式結果顯示，工作滿足直接正向影響組織承諾、組織承諾直接及間接負向影響離職傾向、組織承諾直接負向影響工作尋找、工作尋找直接正向影響離職傾向，而工作滿足則是需要透過其他中介變項間接影響離職傾向。 Although flight attendant recruitment is always competitive, the turnover rate is high due to the special working environment. For individuals, turnover implies the endeavor to find another job. For companies, it means an increase in personnel expense. By reviewing the literature on turnover intentions, this research pointed out three determinants: job satisfaction, organizational commitment and job search. A total of 156 questionnaires are collected for analysis. Factor Analysis is used to reduce dimensions of determinant variables for subsequent analysis. Then ANOVA approach is applied to find out differences of demographic variables amongst all factors. System Equation Modeling (SEM) technique is used to investigate the relationship between variables in interest. Empirical suggestions are discussed and provided in this study. Three factors are extracted from job satisfaction i.e. job content satisfaction, company regulation satisfaction and supervision satisfaction. Three factors are delineated i.e. normative commitment, affective commitment and continuance commitment from organizational commitment. The results of turnover intention relationship model show that job satisfaction is directly and positively related to organizational commitment; organizational commitment is directly and negatively related to turnover intention; job search is directly and positively related to turnover intentions; and job satisfaction indirectly affects turnover intentions via other mediators.
