ปัจจัยส่วนบุคคลและการรับรู้การสนับสนุนจากองค์กรที่มีอิทธิพลต่อประสิทธิผลการปฏิบัติงานของพนักงานบริการเที่ยวบินและผู้โดยสารภาคพื้น บริษัท แพนไทย แอร์ (กรุงเทพ) จำกัด

Abstract

This research aims to study 1) the perceived organizational support, 2) the performance effectiveness, 3) the difference of performance effectiveness classified by personal factors, and 4) the perceived organizational support influencing the performance effectiveness among customer service agent. The samples in this study are 109 customer service agent of Pan Thai Air (Bangkok) Company Limited at Phuket International Airport. Statistics used in data analysis are frequencies, percentages, means, standard deviations, independent sample t-test, one way ANOVA, and multiple regression analysis. The research results found that 1) the perceived organizational support of customer service agent were at a moderate level, with the highest level being the aspect concerning stability in work, 2) the performance effectiveness were at a high level, with the highest level being the aspect concerning knowledge of the job, 3) the customer service agent with different of personal factors showed no significant differences on performance effectiveness, and 4) the perceived organizational support in aspect of social psychology and working condition significantly influence the performance effectiveness in order of importance from most to least. Based on research findings, the company executives should provide emotional support to employees by praising them when they work successfully through activities or channels of company such as the announcing to be an outstanding employee, awarding, and publicity in journals or publications of the agency. Such operation will make employees feel proud and be willing to work that leads to more performance effectiveness.