(LUẬN văn THẠC sĩ) the moderating effect of locus of control on job stress job satisfaction relationship evidence from the banking industry in vietnam

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Hong Phuong Nhi THE MODERATING EFFECT OF LOCUS OF CONTROL ON JOB STRESS-JOB SATISFACTION RELATIONSHIP: EVIDENCE FROM THE BANKING INDUSTRY IN VIETNAM MASTER OF BUSINESS (Honours) Ho Chi Minh City - Year 2016 TIEU LUAN MOI download : skknchat@gmail.com UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Hong Phuong Nhi THE MODERATING EFFECT OF LOCUS OF CONTROL ON JOB STRESS-JOB SATISFACTION RELATIONSHIP: EVIDENCE FROM THE BANKING INDUSTRY IN VIETNAM ID: 22140033 MASTER OF BUSINESS (Honours) SUPERVISOR: Dr Tran Phuong Thao Ho Chi Minh City - Year 2016 TIEU LUAN MOI download : skknchat@gmail.com Table of content Introduction Literature review and hypothesis development 2.1 Foundational theory 2.2 Related review and hypothesis 10 Research method 20 3.1 Procedure and sample 20 3.2 Measurements 22 Data analysis and results 23 4.1 Measurement validation 23 4.2 LOC as moderator of job stress - job satisfaction relationship: 25 4.3 Common method variance 26 4.4 Hypothesis testing 27 4.5 Discussion 32 Conclusions 34 5.1 Implications for theory and research 34 5.2 Implications for managers 35 5.3 Conclusions 35 5.4 Limitations and directions for future research 36 Appendix Scale items 38 Appendix Questionnaire English version 40 Appendix Questionnaire Vietnamese version (Bảng câu hỏi khảo sát) 43 References 48 TIEU LUAN MOI download : skknchat@gmail.com List of tables and figures Table : Literature review 17 Figure : Conceptual model 20 Table : Descriptive statistics 22 Table : Means, Cronbach alpha, and EFA loadings of items after deleting items 24 Table : Means, standard deviations, correlations and internal consistency reliabilities 28 Table : Results of hierarchical regression testing moderating hypotheses for whole sample 30 Table : Results of hierarchical regression testing moderating hypotheses for two groups 31 Table : Results 32 TIEU LUAN MOI download : skknchat@gmail.com The moderating effect of locus of control on job stress-job satisfaction relationship: evidence from the banking industry in Vietnam Abstract This research aims to investigate the impact of locus of control on relationship between three dimensions of job stress (role ambiguity, role conflict and work overload) and job satisfaction in the banking industry in Vietnam This study also examines different levels of job stress and job satisfaction of employees between state-owned banks and private banks The hierarchical regression was conducted to examine the impact The results indicated that role conflict, work overload and locus of control had significantly negative impact on job satisfaction The results also showed the moderating effect of locus of control on the job stress – job satisfaction relationship in private banks TIEU LUAN MOI download : skknchat@gmail.com Introduction Employees can be one of the most precious fortunes in firms While banking marrket has been growing faster and faster, bank employees have experienced job stress Job stress refers to any characteristics of working environment posing a threat to individual (Caplan, Cobb & French, 1975) Malik (2011) indicates that the global banking sector has experienced rapid and significant changes due to globalization, harsh competition Hence, such workplace seems to cause stress for bank employees Besides, a wide range of prior studies show that bank employees have experienced a high level of stress and low job satisfaction (Devi & Sharma, 2013; Bajpai & Srivastava, 2004; Karatepe & Aga, 2013) A study by Malik and Waheed (2010) also mentions this negative relationship between job stress and job satisfaction in banking industry Other studies also indicate that bank employees are suffering from the issues of low wages, high turnover, and job insecurity among bank employees which may lead to low job satisfaction (Springer, 2011; Belias, Koustelios, Sdrolias & Aspridis, 2015) Similar findings on the relationship between job stress and job satisfaction could be seen in other industries (Behrman, 1984; Grefson & Wendell, 1994; Chiu, Chien, Lin & Hsiao, 2005; Khattak, Ul-Ain & Iqbal, 2013) For example, Chen and Silverthorne (2008) examine job stress in accountant firms Siegal (2000) investigates three dimensions of job stress in software companies Moreover, Balogun and Olowodunoye (2012) confirm that job satisfaction significantly impacts on turnover intention among bank employees Therefore, how to control job stress – job satisfaction relationship is one of key factors in human resources management TIEU LUAN MOI download : skknchat@gmail.com In recent years, the Vietnamese banking industry has developed remarkably As reported by the National Financial Supervisory Commission (Ninh, 2016), the whole banking system has 35 local commercial banks, 55 foreign bank branches, comparing to the figure of commercial banks in 1986 (renovation stage) Since Vietnam joined in World trade organization (WTO) in 2007, banking market has become more and more competitive In response, bank employees have to make effort to achieve high target, provide good customer services and complete other tasks in a restricted time Ngoc (2016) argues that bank employees in recent years have been suffering from high target, position movement, work conditions changes, over workload, cutting wages and benefits, etc so they intend to quit job Moreover, it could be explained by the facts that in 2012 the Prime Minister approved Project 254 “Restructuring credit institutions system 2011-2015” to reduce the number of weak banks and improve the banking system’ soundness and safety Thus, this has caused significant changes in policy and work conditions which led to high voluntary turnover rate Another evidence given by Lan (2015) shows that an average turnover rate in banking sector in Vietnam reached to 15%, the highest level among several examined industries As such, it could be conducted that bank employees in Vietnam have suffered from high pressure, high level of stress and low satisfaction in recent years Consequently, current research aims to examine the relationship between three dimensions of job stress (i.e role ambiguity, role conflict, and work overload) and job satisfaction in Vietnam In addition, a few researchers suppose that the job stress – job satisfaction relationship may depend on several individual personality characteristics, especially TIEU LUAN MOI download : skknchat@gmail.com locus of control (Chen & Silverthorne, 2008; Martin, Thomas, Charles, Epitropaki & McNamara, 2005) Locus of control is defined as an individual’s beliefs about what determines whether or not they get reward in life (Rotter, 1966) Rotter classifies locus of control into external and internal locus of control Locus of control is still a new concept in Vietnam, but it has been explored in many studies all over the world (Rahim, 1996; Judge, Erez, Bono & Thoresen, 2003; Chiu, Chien, Lin & Hsiao, 2005; Lee, 2013) Perrewe (1986) proves that employees who have external locus of control suffer higher level of job stress and lower job satisfaction Those previous studies suggest that there can be the presence of locus of control as a moderator of job stress job satisfaction relationship Recently, some Vietnam banks have been studying the moderating effect of locus of control on job stress – job satisfaction relationship to manage human resources effectively In general, Vietnamese banking industry has developed notably during the past few years and experienced many changes Because of these changes, bank employees have been suffering from high level of stress and low level of satisfaction Besides, locus of control may impact the job stress - job satisfaction relationship and have been studied by several researchers Current study aims to investigate locus of control as a moderator of job stress - job satisfaction relationship in Vietnam banking industry Specifically, the study intends to examine the impact of role amibiguity, role conflict, workload, locus of control on job satisfaction In addition, current research proposes to compare the locus of control effect between private and state-owned banks TIEU LUAN MOI download : skknchat@gmail.com Literature review and hypothesis development 2.1 Foundational theory Person–environment fit and person-organization fit theory This research applies person-environment (P-E) fit and person-organization (P-O) fit theory in analysing relationship between job stress and job satisfaction (Yang, Levine, Smith, Ispas & Rossi, 2008) P-O fit concerns the antecedents and consequences of suitability between people and the organizations where they work (Kristof, 1996) Person–job fit is other way to consider P-E fit for work situations and it contributes positively to variance in job attitudes It is stated that people are happier and more successful in their work environment when their personality matches features of the environment Low level of P-O fit may lead to job dissatisfaction, intention to leave, and higher levels of stress Therefore, better fit between personal and organization as well as personal and job can enhance job satisfaction and minimize job stress Social learning theory The current study applies social learning theory of Rotter (1954) in studying locus of control The main idea in Julian Rotter's social learning theory is that personality represents an interaction of the individual with his or her environment Rotter (1966) defines locus of control as people’s cross-situational beliefs about what determines whether or not they get reinforced in life Based on employee’s belief and daily behaviour, an individual can be classified as internal locus of control or external locus of control According to the theory, individuals with internal locus of control believe in their own ability to control themselves and influence the world around TIEU LUAN MOI download : skknchat@gmail.com them On the other hand, a person with a high external locus of control typically believes that personal outcomes depend on the environment (Rotter, 1990) People with different types of locus of control response differently to their environment This will be argued in next sections 2.2 Related review and hypothesis Job stress and job satisfaction According to Darmody and Smyth (2016), the individual is likely to experience occupational stress or job stress when the demands of the job exceed a person’s abilities Job stress may refer to a dynamic condition in which the individual is confronted with an opportunity, constraint or demand related to what he or she desires and for which the outcome is perceived to be both uncertain and important (Robbins, as cited by George & K.A., 2015) or any characteristics of the job environment which pose a threat to the individual (Caplan, Cobb & French, 1975) Job stress is different from general stress because it is organization related (Montgomery, Blodgett, & Barnes, 1996) The factors causing stress in a person are called stressors Many studies have focused on two key role stressors: role conflict and role ambiguity (Coverman, 1989; O’Driscoll & Beehr, 2000; Siegall, 2000; Behrman, 1984) It is similar to the argument that organizational based antecedents of job satisfaction are role ambiguity and role conflict (Van Sell, Brief &Schuler, 1981; Fisher & Gitelson, 1983; Siegall, 2000) In addition, Rahim (1996) indicates that job stress has four dimensions: role conflict, role ambiguity, role overload and role insufficiency Most studies have included the dimension “role overload” along with role conflict and role ambiguity (Abraham, 1997; Hang-yue, Foley& Loi, 2005; Chiu, 10 TIEU LUAN MOI download : skknchat@gmail.com Tơi hài lịng với cơng việc Hầu hết ngày, tơi nhiệt tình với cơng việc Tơi thích làm việc đa số đồng nghiệp khác mà biết Tôi phải làm việc với tốc độ nhanh Tơi khơng tìm thấy niềm vui cơng việc Khối lượng công việc không nặng nề 10 Tôi xem xét đảm nhận loại công việc khác Đối với phát biểu Anh/Chị vui lòng chọn câu trả lời anh chị đồng ý theo quy ước sau: (1= không bao giờ; = không bao giờ; = khi; = đôi khi, = thường xuyên; = thường xuyên; 7: luôn) Không Hầu Hiếm Đôi không khi Khá Rất Luôn thường thường xuyên xuyên 11 Tôi phải làm việc mà lẽ việc nên làm theo cách khác 12 Tơi biết xác người ta trơng đợi điều tơi 13 Tơi phân cơng cơng việc q sức 14 Tôi phải làm động tác thừa công việc 15 Tơi làm việc với hai nhóm trở lên mà họ hoạt động khác 16 Tôi nhận yêu cầu từ hai người trở lên mà chúng khơng tương thích với 17 Tơi biết tơi xếp thời gian cách phù hợp 18 Tơi làm việc có xu hướng số lượng người chấp nhận người khơng chấp nhận 19 Những việc cần làm giải thích rõ ràng 20 Tơi nhận phân cơng mà khơng có đủ nguồn lực tư liệu để tiến hành việc 21 Tôi cảm thấy chắn thẩm quyền 22 Tơi phải làm trái quy định sách để thực công việc phân công 23 Cơng việc tơi có mục đích mục tiêu rõ ràng, dự tính trước 24 Tơi biết rõ trách nhiệm 44 TIEU LUAN MOI download : skknchat@gmail.com Đối với phát biểu Anh/Chị vui lòng khoanh tròn số thể mức độ đồng ý theo quy ước sau: (1: Hoàn tồn khơng đồng ý; 6: Hồn tồn đồng ý) 25 Tơi xác định rõ xảy đời 26 Khi tơi đạt dược điều tơi muốn, thơng thường tơi làm việc vất vả cho điều 27 Cuộc đời tơi định hành động 28 Đối với tôi, lúc khôn ngoan lên kế hoạch xa nhiều thứ tốt hay xấu may rủi 29 Những người giống tơi thường có hội bảo vệ sở thích cá nhân họ xung đột với nhóm gây áp lực mạnh mẽ 30 Ở phạm vi rộng hơn, đời chịu ảnh hưởng việc ngẫu nhiên 31 Tôi thường khơng có hội bảo vệ sở thích cá nhân gặp việc không may 32 Khi đạt điều muốn, thông thường tơi may mắn 33 Tơi cảm thấy xảy đời tơi định người có quyền 34 Mặc dù tơi có khả tốt, tơi khơng giao trách nhiệm lãnh đạo không thỉnh cầu người vị trí quyền lực để đạt nguyện vọng PHẦN 2: THƠNG TIN CÁ NHÂN: Giới tính Anh/Chị: Nam Nữ Vui lòng cho biết tuổi Anh/Chị thuộc nhóm ? Dưới 30 Từ 30 đến 40 Từ 41 đến 50 Trên 50 Bằng cấp chuyên môn Anh/Chị? PTTH Trung cấp, Cao đẳng Đại học Trên Đại học Thời gian Anh/Chị làm việc ngân hàng? Dưới năm 45 TIEU LUAN MOI download : skknchat@gmail.com Từ đến năm Từ đến 10 năm Từ 10 năm trở lên Anh/Chị công tác Ngân hàng thuộc phân khúc nào? Ngân hàng quốc doanh (Agribank, Vietinbank, Vietcombank, BIDV, Ngân hàng Đại dương, Ngân hàng Xây dựng) Ngân hàng thương mại khác Anh/chị thuộc phòng ban ? Phòng dịch vụ khách hàng Phòng quan hệ khách hàng Khác: Xin chân thành cảm ơn Anh/ Chị 46 TIEU LUAN MOI download : skknchat@gmail.com Appendix EFA result for RC, RA, WO and LOC (d) mean deleted LOC_8 859 LOC_9 836 LOC_6 789 LOC_10 782 LOC_5 675 LOC_7 (d) 448 role_conflict5 818 role_conflict4 707 role_conflict3 669 role_conflict8 543 role_conflict1 541 role_conflict7 530 role_conflict2 (d) 414 role_ambiguity2 713 role_ambiguity4 686 role_ambiguity1 605 role_ambiguity6 575 role_ambiguity3 552 work_overload4 948 work_overload3 707 work_overload1 602 LOC_4 (d) 413 47 TIEU LUAN MOI download : skknchat@gmail.com References Abraham, R (1997) Thinking styles as moderators of role stressor‐job satisfaction relationships Leadership & Organization Development Journal, 18(5), 236-243 Bajpai, N., & Srivastava, D (2004) Sectorial comparison of factors influencing job satisfaction in Indian banking sector Singapore Management Review, 26(2), 8999 Balogun, A G., & Olowodunoye, S A (2012) Psychological factors aspredictors of turnover intention among employees of post-consolidation banks in Nigeria European Scientific Journal, 8(20) Behrman, D N (1984) A role stress model of the performance and satisfaction of industrial salespersons Journal of Marketing (pre-1986), 48(4), Belias, D., Koustelios, A., Sdrolias, L., & Aspridis, G (2015) Job Satisfaction, Role Conflict and Autonomy of employees in the Greek Banking Organization Procedia - Social and Behavioral Sciences, 175, 324-333 doi:10.1016/j.sbspro.2015.01.1207 Bernardi, R A (1997) The relationships among locus of control, perceptions of stress, and performance Journal of Applied Business Research, 13(4), 1-8 Campbell, L K (2000) A comparison of levels of job satisfaction between internal and external locus of control nurses PhD thesis, Texas A&M University - Commerce 48 TIEU LUAN MOI download : skknchat@gmail.com Retrieved from http://search.proquest.com/docview/304670425?accountid=63189(9965838) Caplan, R D., Cobb, S., & French, J R (1975) Relationships of cessation of smoking with job stress, personality, and social support Journal of applied psychology, 60(2), 211 Chen, J C., & Silverthorne, C (2008) The impact of locus of control on job stress, job performance and job satisfaction in Taiwan Leadership & Organization Development Journal, 29(7), 572-582 Chiu, C K., Chien, C S., Lin, C P., & Hsiao, C Y (2005) Understanding hospital employee job stress and turnover intentions in a practical setting: The moderating role of locus of control Journal of Management Development, 24(10), 837-855 Chiu, S F., Yeh, S P., & Huang, T C (2015) Role stressors and employee deviance: The moderating effect of social support Personnel Review, 44(2), 308-324 Cooper, C L., & Marshall, J (1976) Occupational sources of stress: A review of the literature relating to coronary heart disease and mental ill health Journal of occupational psychology, 49(1), 11-28 Coverman, S (1989) Role Overload, role conflict, and stress: Addressing consequences of multiple role demands Social Forces, 67(4), 965 49 TIEU LUAN MOI download : skknchat@gmail.com Darmody, M., & Smyth, E (2016) Primary school principals' job satisfaction and occupational stress International Journal of Educational Management, 30(1), 115-128 Devi, A., & Sharma, J (2013) Investigating role stress in frontline bank employees: A cluster based approach IIMB Management Review, 25(3), 171-178 Donovan, M A., Drasgow, F., & Munson, L J (1998) The perceptions of fair interpersonal treatment scale: development and validation of a measure of interpersonal treatment in the workplace Journal of applied psychology, 83(5), 683-692 Duc, M (2016, August 09) Khi ngân hàng ngồi quốc doanh "bng súng" [When private banks "narrow"] Vneconomy Retrieved from http://vneconomy.vn/taichinh/khi-ngan-hang-ngoai-quoc-doanh-buong-sung-2016080903005783.htm Elloy, D F., & Smith, C R (2003) Patterns of stress, work-family conflict, role conflict, role ambiguity and overload among dual-career and single-career couples: An Australian study Cross Cultural Management: An International Journal, 10(1), 55-66 Fairbrother, K., & Warn, J (2003) Workplace dimensions, stress and job satisfaction Journal of Managerial Psychology, 18(1/2), 8-21 50 TIEU LUAN MOI download : skknchat@gmail.com Faucett, J M., Corwyn, R F., & Poling, T H (2013) Clergy role stress: Interactive effects of role ambiguity and role conflict on intrinsic job satisfaction Pastoral Psychology, 62(3), 291-304 Fisher, C D., & Gitelson, R (1983) A meta-analysis of the correlates of role conflict and ambiguity Journal of applied psychology, 68(2), 320 George, E., & K.A., Z (2015) Job related stress and job satisfaction: A comparative study among bank employees Journal of Management Development, 34(3), 316329 Giang, N (2016, March 14) Việt Nam cịn tổ chức tín dụng? 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