基于SCSQ和STAI的航空旅客旅行中出现的焦虑问题研究

Research on passenger anxiety in the air travel based on SCSQ and STAI

目的解决旅客在航空旅行中的焦虑问题,为航空公司提高服务质量提供科学指导。方法选用自制的旅客基本信息调查表以及引用简易应对方式量表(SCSQ)和状态-特质焦虑量表(STAI)对旅客进行综合测试,调查其个性特征和旅行中容易出现的问题。通过不同类型的旅客特质焦虑和应对方式比较,分析特质焦虑和应对方式的相关性。通过二分类logistic回归分析,了解旅客性别、年龄、旅行频率、飞行时间、经常国内/外旅行、应对方式和特质焦虑7个特征变量对旅客出现焦虑阶段、焦虑解决措施和身体状态的影响。结果特质焦虑得分较低的旅客在旅行时更容易站起来活动来缓解焦虑(sig<0.05)。年龄、应对方式、特质焦虑对身体问题影响较大(sig<0.05)。结论应重视旅客焦虑问题,应加强对一线员工沟通技能的培养,关注旅客感受,重视特殊时期对不同旅客群采取不同的服务措施。

[Objective]To solve the passenger anxiety in the air travel,provide scientific guidance for airlines to improve the service quality.[Methods]The self-designed passenger basic information questionnaire,Simplified Coping Style Questionnaire（SCSQ） and State-Trait Anxiety Inventory（STAI） were applied in the comprehensive test for passengers,to investigate personality traits and problems in the travel.The correlation between trait anxiety and coping style was analyzed by comparing the trait anxiety and coping style among passengers in different types.The binary logistic regression analysis was used to study the influences of 7 characteristic variables（gender,age,travel frequency,time of flight,often domestic/foreign travel,coping style and trait anxiety） on phase of anxiety,solution measures and physical state of passengers.[Results]Passengers with lower score of STAI were more willing to stand up to reduce anxiety in the travel（sig〈0.05）.Age,coping style and trait anxiety had more influence on the physical problems（sig 〈0.05）.[Conclusion]It is important to pay attention to problems of passenger anxiety.The airlines should strengthen the training of communication skills of frontline workers,focus on passengers feel,and provide different services to different passengers in special period.