The Intrinsic and Extrinsic Motivation Factor Influence on Frontline Ground Employees’ Job Satisfaction: Thai Airways International Case Study

Main Article Content

Sanhakot Vithayaporn
Suwaree Namwong


There is a huge scale of competition in the airline business and employees play a vital role for organization success. This study aims to examine what is the most intrinsic and extrinsic motivation factor that influence on airline employees’ job satisfaction, a case study Thai Airways International. It is essential for the survival of business if human resources best practice have been improved as it affects employees’ performance. This study employed a quantitative method approach by a survey questionnaire. The data was collected from various positions such as counter check-in, boarding gate, baggage handling and lounge attendant with a total of 320 employees as the sampling size calculated based on the known population. Data was analyzed by using Structural Equation Modelling (SEM) technique with operating of AMOS program to analyze. The confirmatory factor analysis (CFA) was conducted in this study to test the variables. The findings revealed that career growth, organizational policies are the most motivating factor that influence airline employee’s job satisfaction. Exploring the key driver of employees’ motivation influence on employees’ job satisfaction contributes to both academic and practical implications.



Download data is not yet available.

Article Details

How to Cite
Vithayaporn, S. . ., & Namwong , S. (2020). The Intrinsic and Extrinsic Motivation Factor Influence on Frontline Ground Employees’ Job Satisfaction: Thai Airways International Case Study. Dusit Thani College Journal, 13(3), 279–293. Retrieved from
Research Article


1. Ali, R., & Ahmed, M. S. (2009). The impact of reward and recognition programs on employee’s motivation and satisfaction: an empirical study. International review of business research papers, 5(4), 270-279.
2. Bates, S. (2004). Getting engaged. HR magazine, 49(2), 44-51.
3. Baumark, R. (2004). The missing link: The role of employee engagement in business success, (report of a Hewitt Associates/Michael Treacy study). In: Workspan, .47(11), 48-52.
4. Bollen, K. A. (1989). A new incremental fit index for general structural equation models. Sociological Methods & Research, 17(3), 303-316.
5. Deeprose, D. (1994). How to Recognize & Reward Employees: AMACOM Div American Mgmt Book.
6. Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of applied psychology, 86(3) (2001): 499.
7. Ellickson, M. C., & Logsdon, K. (2002). Determinants of job satisfaction of municipal government employees. Public Personnel Management, 31(3), 343-358.
8. Gaertner, S. (1999). Structural determinants of job satisfaction and organizational commitment in turnover models. Human resource management review, 9(4), 479-493.
9. Garg, A., & Kumar, V. (2012). A study of employee engagement in pharmaceutical sector. International journal of research in IT and management, 2(5), 85-98.
10. Gittell, J. H., Von Nordenflycht, A., & Kochan, T. A. (2004). Mutual gains or zero sum? Labor relations and firm performance in the airline industry. ILR Review, 57(2), 163-180.
11. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis (Vol. 5): Prentice hall Upper Saddle River, NJ.
12. Hallowell, R. (1996). Southwest Airlines: A case study linking employee needs satisfaction and organizational capabilities to competitive advantage. Human Resource Management, 35(4), 513-534.
13. Harter, J. K., Schmidt, F. L., & Hayes, T. L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: a meta-analysis. Journal of applied psychology, 87(2), 268.
14. Herzberg, F., Mausner, B., & Snyderman, B. (1959). The motivation to work, 2, 49-58.
15. International Air Transport Association. (2016). Retrive from
16. Richman, A. (2006). Everyone wants an engaged workforce how can you create it. Workspan, 49(1), 36-39. .
17. Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi‐sample study. Journal of organizational Behavior, 25(3), 293-315.
18. Simon, D. H., & DeVaro, J. (2006). Do the best companies to work for provide better customer satisfaction? Managerial and decision economics, 27(8), 667-683.
19. Yang, C., & Tseng, T. (2010). Practice in international airport passenger service. Taipei:
Yang-Chih Book Co., Ltd.