A study of staff motivation in an airline office in Hong Kong

Pao Yue-kong Library Electronic Theses Database

A study of staff motivation in an airline office in Hong Kong


Author: Kwok, Yiu-ming
Title: A study of staff motivation in an airline office in Hong Kong
Degree: M.B.A.
Year: 1994
Subject: Employee motivation -- China -- Hong Kong -- Case studies
Airlines -- China -- Hong Kong -- Case studies
Hong Kong Polytechnic -- Dissertations
Department: Dept. of Management
Pages: ix, 115 leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1152560
URI: http://theses.lib.polyu.edu.hk/handle/200/5200
Abstract: With the increasing pressure on competition, management of the airline company looks for productivity improvement as a means to increase its competitive advantage. Yet a general feeling of declining motivation was perceived by management in the marketing department. This dissertation aims at assessing the motivation state of employees in the marketing department. The survey is done in two parts: a session of personal interview and a subsequent questionnaire survey. Particular reference is made to the expectancy theories. Principle motivators (needs) and problem areas concerning motivation are identified and discussed. The findings of the research show that employees are moderately motivated. There is no significant difference in motivation level across different sections. when we view it by title, the secretaries are especially satisfied and the controllers and senior controllers are less motivated. The major areas of concern revealed by personal interview are :- (i) working conditions/recreation; (ii) organization/policies/procedures; (iii) communications; (iv) training/job enrichment/career development; and (v) performance management/feedback/recognition/reward The first four areas are largely concerned with effort-performance expectancy and the last area relates to performance-outcome instrumentality. The need analysis persents top three employees' valence in the following order :- (i) salary (ii) achievement (iii) advancement Hence the writer proposes a list of action items along the areas of concern that would improve both E-P expectancy and P-O instrumentality. The aim is to satisfy employees' needs at both extrinsic and intrinsic aspects. Recommended actions are scheduled to be implemented in two stages according to their urgency and the degree of ease of change.

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