A Structural Equation Model of Flight Purser’s Leadership, Cabin Crew Experience, and Cabin Crew Engagement: A Perspective on Full-Service Airlines in Thailand

This paper assesses the suitable flight purser characteristics that influence the cabin crew experience, resulting in increased cabin crew engagement in the context of a full-service airline in Thailand. The research employed a quantitative method with structural equation modeling (SEM). The sample group consisted of cabin crew members operating for a full-service airline in Thailand. Following the observable variables and adhering to the rule of thumb, the sample group comprised at least 120 participants. It was found that (X2/df) Chi-square/statistic comparing the tested model and the independent model with the dependent model = 1.695, (GFI) Goodness of Fit Index = 0.931, (NFI) Normal Fit Index = 0.930, (RMR) Root Mean Square Residual = 0.015. All these values from the analysis of Structural Equation Modeling (SEM) on Flight Purser Leadership, Cabin Crew Experience, and Cabin Crew Engagement were in accordance with the criteria with the level of statistical significance p <.05. Hence, each hypothesis had a positive relationship. The study recommends developing the absorption facet among cabin crew by enhancing their engagement within the context of a full-service airline in Thailand. The airline may consider having flight pursers demonstrate gratitude for good relationships with colleagues; providing guidance of clear working procedures to cabin crew, providing assistance during work, and also, the airline may consider providing flight pursers the independence to solve problems on their own while performing duties.