Developing Work Attitudes and Mental Health To Enhance Service Quality Behavior And Improve Job Performance As Cabin Crew

Abstract

This study investigates the impact of work attitudes and mental health on service quality behavior and job performance among cabin crew, aiming to enhance service quality behavior and job performance in airline operations. The study employs a quantitative approach, analyzing data from 109 respondents across various airlines using Structural Equation Modeling - Partial Least Squares (SEM-PLS). The theoretical framework links duty assignment, core confidence, managerial coaching, human understanding, mentor systems, and mental health to work attitudes, service quality behavior, and job performance. The findings indicate that clear and fair task allocation, high self-confidence, leadership support, and mentoring foster positive work attitudes and improve psychological well-being. Positive work attitudes and mental health significantly contribute to proactive service behavior and higher job performance, with service quality behavior serving as a key mediator in this relationship. Airlines can improve cabin crew performance by implementing structured duty assignments, managerial coaching, and robust mentoring systems. Furthermore, providing consistent mental health support is essential to cultivate positive work attitudes that directly enhance the quality of aviation services. This research provides a holistic view by integrating work attitudes and mental health into a single theoretical model to explain individual and organizational outcomes in the aviation sector. This integrated approach offers a novel understanding of how psychological factors and organizational support mechanisms interact to drive excellence in cabin crew performance.