飛航服務人員職業倦怠、復原力與安全態度關係之研究－以臺北飛航情報區為例

Abstract

本研究旨在瞭解五大類第一線飛航服務人員其職業倦怠、復原力與安全態度的現況，探討不同背景變項之飛航服務人員在職業倦怠、復原力與安全態度的差異情形，並進一步分析飛航服務人員其職業倦怠、復原力與安全態度兩兩變項之間的相關情形，最後探討職業倦怠與復原力對安全態度的預測力。 本研究以飛航服務總臺的「五大類第一線飛航服務人員｣為研究對象，包含飛航管制人員、飛航情報人員、航空氣象人員、航空通信人員、航空電子人員共計508名。研究工具採用自編問卷進行全面普查，發出問卷508份，實際回收有效問卷377份。調查結果以描述統計、獨立樣本t檢定、單因子變異數分析、皮爾森積差相關、多元逐步迴歸等方法進行統計分析，茲將所得研究結果分述如下： 一、飛航服務人員的職業倦怠現況呈中低程度，其中以「情緒耗竭｣構面得分最高。其職業倦怠的個別構面會因生理性別、飛航服務類別、現職工作年資與近六個月每月平均值班時數不同而有顯著差異。 二、飛航服務人員的復原力現況呈中高程度，其中以「家庭凝聚｣構面得分最高。其復原力的個別構面會因生理性別、年齡、婚姻狀況、子女有無、飛航服務類別、現職工作年資不同而有顯著差異；飛航服務人員的整體復原力會因飛航服務類別不同而達顯著差異。 三、飛航服務人員的安全態度現況呈中高程度，其中以「團隊合作｣構面得分最高。其安全態度的個別構面會因子女年齡層與近六個月每月平均值班時數不同而有顯著差異。 四、飛航服務人員的職業倦怠與復原力為中度且顯著負相關；其職業倦怠與安全態度為中度且顯著負相關；其復原力與安全態度為中度且顯著正相關。 五、飛航服務人員的職業倦怠與復原力對安全態度具有顯著的預測力，職業倦怠與復原力可聯合解釋安全態度變異量的52.0%。 依據前述研究結果，本研究提出相關建議予飛航服務管理者、飛航服務人員以及後續研究者，做為健康促進與未來研究的參考。The purpose of this study was to examine the current status, the differences and the relationship among the burnout, resilience and safety attitude for five sorts of front-line Air Traffic Service (ATS) personnel who worked in Taipei Flight Information Region. Subjects of this study were from five sorts of front-line ATS personnel who worked in Air Navigation and Weather Services, including air traffic control staff, aeronautical information staff, aeronautical meteorology staff, aeronautical telecommunication staff, and aeronautical electronic staff. Based on literature review, a questionnaire was adapted for this study. 508 questionnaires were distributed and 377 valid copies of them were returned. The valid response rate was approximately 74.21%. The collected data were analyzed with descriptive statistic, independent sample t test, one-way ANOVA, Pearson correlation, and multiple stepwise regression analysis. The results were as follows: 1.The burnout situation of ATS personnel was below average, while the “emotion exhaustion” dimension had the highest score. Furthermore, ATS personnel with various backgrounds had significant differences on burnout situation in terms of gender, ATS classification, years of working in the current job and monthly duty hours in recent six months. 2.The resilience situation of ATS personnel was above average, while “family coherence” dimension had the highest score. Also, ATS personnel with various backgrounds had significant differences on resilience situation in terms of gender, age, children, ATS classification, years of working in the current job; moreover, there was significant differences on overall resilience in terms of ATS classification. 3.The safety attitude situation of ATS personnel was above average, while “Teamwork” dimension had the highest score. However, ATS personnel with various backgrounds had significant differences on safety attitude in terms of children’s age and monthly duty hours in recent six months. 4.There was significant negative correlation between burnout and resilience, between burnout and safety attitude with moderate magnitude; there was significant positive correlation between resilience and safety attitude with moderate magnitude. 5.The burnout and resilience of ATS personnel had significant prediction power on safety attitude; in addition, burnout and resilience could explain 52% of the total variance in safety attitude jointly. In accordance with the findings, this study has proposed suggestions to the ATS administrative managers, front-line ATS personnel and researchers for the work as reference in health promotion and future study.