Các yếu tố ảnh hưởng đến sự gắn bó của tiếp viên hàng không tại viet nam airlines

B GIÁO D O I H C NGÂN HÀNG TP H C VI T NAM CHÍ MINH PH M NG C BÍCH CÁC Y U T N S G N BĨ C A TI P VIÊN HÀNG KHƠNG T I VIET NAM AIRLINES LU Thành Ph H Chí Minh - m 2022 B GIÁO D O I H C NGÂN HÀNG TP H C VI T NAM CHÍ MINH PH M NG C BÍCH CÁC Y U T N S G N BĨ C A TI P VIÊN HÀNG KHƠNG T I VIET NAM AIRLINES Chuyên ngành: Qu n tr kinh doanh Mã s : 34 01 01 LU NG D N KHOA H C: TS NGUY Thành Ph H Chí Minh - i L Tác gi Các y u t n s g n bó c a ti p viên hàng không t i Viet Nam Airlines k t qu nghiên c u c a tác gi s ng d n khoa h c c a TS Nguy n i D li u nghiên c u lu có ngu n g c rõ ràng, tin c y k t qu nghiên c c cơng b b t k cơng trình khoa h c TP H Chí Minh, ngày 15 tháng Tác gi Ph m Ng c Bích ii L IC Tơi xin chân thành c ph H Chí Minh y Cô c i h c Ngân hàng Thành t cho nh ng ki n th c, kinh nghi m th c ti u ki n thu n l i su t trình h c t p t c bi t, tơi xin t lịng bi th i gian, tâm huy M t l n n a xin c ng c t i Th y TS Nguy n ng d n tơi q trình th c hi n lu n v nt tc b ng nghi gian th c hi n lu Trân tr ng ! tơi th i iii TĨM T T LU tài: Các y u t n s g n bó c a ti p viên hàng không t i Vietnam Airlines N i dung: Qua trình tham kh o nghiên c tác gi c c nh ng nhân t u có th áp d ng vào th c t t i Vietnam Airlines nghiên c u áp d ng cho cơng trình c a nh ng qt m ng c a y u t n s g n bó c a ti p viên hàng khơng t i Vietnam Airlines Trong trình nghiên c u cho k t qu cu i c a lu c nh ng k t lu n sau: Th nh t, tác gi c y u t viên hàng không t i Vietnam Airlines tri n, thu nh p phúc l i, quan h n s g n bó c a ti p b n ch t cơng vi o phát ng nghi p, hình i giao nh Th hai, tác gi vi cm ng c a y u t b n ch t công o phát tri n, thu nh p phúc l i, quan h nh không t i Vietnam Airlines K t qu nghiên c ng tích c ng nghi p, hình nh n s g n bó c a ti p viên hàng ng minh y u t tác n s g n bó c a ti p biên hàng không Vietnam A rlines Th ba, t k t qu Vietnam Airlines có gi i pháp c hàm ý qu n tr cho c s g n bó c a ti p viên hàng không t i công ty T khóa: S g n bó; b n ch t công vi phúc l i, quan h nh ng nghi p, hình o phát tri n, thu nh p n iv ABSTRACT Project title: "Factors affecting the loyalty of flight attendants at Vietnam Airlines" Content: Through the reference to previous studies at home and abroad, the author has concluded the basic factors as well as research models that can be applied in practice at Vietnam Airlines to serve as a basis for applied research used for my work to assess in general the impact of the factors affecting the loyalty of flight attendants at Vietnam Airlines During the research process to produce the final results of the thesis, the author has drawn the following conclusions: Firstly, the author has identified the factors affecting the loyalty of flight attendants at Vietnam Airlines which are the nature of work, training and development opportunities, income and benefits, co-worker relations , brand image, cultural exchange opportunities, stability Second, the author has measured the impact of factors such as the nature of work, training and development opportunities, income and benefits, co-worker relations, brand image, cultural exchange opportunities, etc culture, stability to the loyalty of flight attendants at Vietnam Airlines The research results also prove that these factors have a positive impact on the attachment of Vietnam Airlines flight attendants Third, from the results of that calculation, the author has given management implications for Vietnam Airlines to have solutions to increase the loyalty of flight attendants at the company Keywords: Attachment; nature of work, training and development opportunities, income and benefits, colleague relations, brand image, cultural exchange opportunities, stability v M CL C i ii iii ABSTRACT iv v viii ix 1.1 1.2 1.2.1 1.2.2 .4 1.3 1.4 1.5 1.6 1.7 2.1 2.1.1 2.1.2 .8 2.1.3 10 2.1.4 nhân viên 11 2.2 12 2.2.1 12 2.2.2 .15 2.2.3 17 2.2.4 19 vi 2.2.5 (1991) 20 2.3 T 22 2.3.1 22 2.3.2 25 2.3.3 .29 2.4 M 32 2.4.1 .32 2.4.2 34 2.4.2.1 34 2.4.2.2 34 2.4.2.3 .35 2.4.2.4 35 2.4.2.5 .36 2.4.2.6 36 2.4.2.7 .37 38 39 3.1 Q 39 3.1.1 40 3.1.2 40 3.2 X 41 3.3 P 44 3.3.1 44 3.3.2 44 3.3.2.1 .44 3.3.2.2 .45 3.3.2.3 45 3.3.2.4 46 48 49 vii 4.1 T 49 4.2 K 50 4.2.1 50 4.2.2 .51 4.2.3 54 4.2.4 Phân tích h i quy 55 4.2.5 h .57 4.3 K 59 62 63 5.1 K 63 5.2 H 63 5.2.1 i v i b n ch t công vi c .63 5.2.2 iv 5.2.3 i v i thu nh p phúc l i 65 5.2.4 i v i quan h 5.2.5 i v i hình 5.2.6 iv 5.2.7 iv is n phát tri n 64 ng nghi p 66 u 67 .68 nh 69 5.3 H 70 5.4 H 70 i iv vii viii DANH M C B NG 15 27 31 41 49 u 50 52 54 55 56 57 58 60 63 64 65 66 67 giao 68 69 xii PH N 3: NHÂN T i v i bi KHÁM PHÁ EFA cl p KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity ,816 Approx Chi-Square 5262,562 df 496 Sig ,000 Total Variance Explained Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings Initial Eigenvalues % of Cumulative Variance % Total % of Cumulative Variance % Total % of Cumulative Variance % Component Total 7,385 23,078 23,078 7,385 23,078 23,078 3,913 12,227 12,227 3,913 12,227 35,305 3,913 12,227 35,305 3,674 11,480 23,707 3,078 9,620 44,925 3,078 9,620 44,925 3,570 11,157 34,864 2,478 7,744 52,669 2,478 7,744 52,669 2,990 9,343 44,206 1,813 5,667 58,336 1,813 5,667 58,336 2,800 8,751 52,957 1,621 5,067 63,403 1,621 5,067 63,403 2,554 7,981 60,939 1,550 4,843 68,245 1,550 4,843 68,245 2,338 7,307 68,245 ,947 2,960 71,206 ,836 2,612 73,818 10 ,689 2,154 75,972 11 ,655 2,048 78,020 12 ,613 1,915 79,935 13 ,574 1,795 81,730 14 ,555 1,733 83,463 15 ,545 1,702 85,165 16 ,447 1,397 86,562 17 ,430 1,344 87,907 18 ,427 1,334 89,241 19 ,367 1,148 90,388 20 ,350 1,093 91,481 21 ,332 1,039 92,519 22 ,322 1,005 93,525 23 ,291 ,909 94,434 24 ,263 ,821 95,255 25 ,243 ,759 96,014 26 ,229 ,716 96,730 27 ,219 ,686 97,416 28 ,194 ,606 98,022 xiii 29 ,177 ,552 98,574 30 ,173 ,540 99,114 31 ,158 ,493 99,607 32 ,126 ,393 100,000 Extraction Method: Principal Component Analysis Rotated Component Matrixa Component LP5 ,821 LP6 ,818 LP2 ,799 LP3 ,730 LP4 ,726 LP1 ,714 CH2 ,876 CH5 ,861 CH3 ,816 CH4 ,800 CH1 ,749 TH5 ,892 TH1 ,861 TH3 ,832 TH2 ,804 TH4 ,715 OD2 ,832 OD3 ,804 OD1 ,790 OD4 ,766 QH2 ,844 QH1 ,811 QH4 ,744 QH3 ,737 VH3 ,860 VH2 ,805 VH4 ,701 VH1 ,645 CV1 ,876 CV3 ,653 CV4 ,647 CV2 ,623 xiv i v i bi n ph thu c KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Bartlett's Test of Sphericity ,691 Approx Chi-Square 237,082 df Sig ,000 Total Variance Explained Initial Eigenvalues Component Total % of Variance Extraction Sums of Squared Loadings Cumulative % 2,076 69,214 69,214 ,526 17,541 86,755 ,397 13,245 100,000 Extraction Method: Principal Component Analysis Total 2,076 % of Variance 69,214 Cumulative % 69,214 xv PH I QUY Correlations GB Pearson Correlation CV GB Sig (2-tailed) N 287 Pearson Correlation ,513 CV Sig (2-tailed) ,513 Pearson Correlation CH Sig (2-tailed) TP Sig (2-tailed) QH Sig (2-tailed) TH Sig (2-tailed) VH Sig (2-tailed) ,000 ,000 ,000 287 287 287 287 287 287 287 ** ** ** ** ** ,352** ** 287 ** ** ,324 287 287 ,358** ,324 ,000 ,002 ,000 ,000 287 287 287 287 287 287 ,063 ** ** ,059 ,194** ,343 ,213 287 287 287 287 287 287 ,329** ,063 ,232** ,055 ,151* ,391** ,000 ,000 ,286 ,000 ,349 ,011 ,000 287 287 287 287 287 287 287 287 ,533** ,388** ,343** ,232** ,161** ,273** ,357** ,000 ,000 ,000 ,000 ,006 ,000 ,000 287 287 287 287 287 287 287 287 ,351** ,184** ,213** ,055 ,161** ,225** ,120* ,000 ,002 ,000 ,349 ,006 ,000 ,043 287 287 287 287 287 287 287 287 ,419** ,207** ,059 ,151* ,273** ,225** ,326** ,000 ,000 ,317 ,011 ,000 ,000 287 287 287 287 287 287 287 287 ,484** ,352** ,194** ,391** ,357** ,120* ,326** ,000 ,000 ,001 ,000 ,000 ,043 ,000 287 287 287 287 287 287 287 Descriptive Statistics CH ,207 ,001 Phân tích h i quy CV ,184 ,000 * Correlation is significant at the 0.05 level (2-tailed) 3,2451 ,388 ,000 ** Correlation is significant at the 0.01 level (2-tailed) GB ,329 ,317 N Mean ,484** ,000 N Pearson Correlation ,419 ,000 N Pearson Correlation ,351 OD ** ,286 N Pearson Correlation ,533 VH ** ,000 ,000 N Pearson Correlation ,358 TH ** ,000 ,000 N Pearson Correlation ,488 QH ** ,000 287 ,488 TP ** ,000 ,000 N OD Sig (2-tailed) CH ** Std Deviation N ,71173 287 3,3380 ,63677 287 3,4369 1,02958 287 TP 3,6934 ,67425 287 QH 3,6132 ,94137 287 TH 3,0397 ,65715 287 ,000 287 xvi VH 3,5087 ,72022 287 OD 3,6551 ,95365 287 Model Summaryb Model R R Square ,773a Adjusted R Square ,598 Std Error of the Estimate ,587 Durbin-Watson ,45715 1,959 a Predictors: (Constant), OD, TH, CH, VH, TP, QH, CV b Dependent Variable: GB ANOVAa Model Sum of Squares df Mean Square F Regression 86,567 12,367 Residual 58,308 279 ,209 144,875 286 Total Sig ,000b 59,174 a Dependent Variable: GB b Predictors: (Constant), OD, TH, CH, VH, TP, QH, CV Coefficientsa Model Unstandardized Standardized Coefficients Coefficients B (Constant) Std Error Collinearity Statistics Beta -,793 ,224 CV ,193 ,050 CH ,192 TP t Sig Tolerance VIF -3,540 ,000 ,173 3,860 ,000 ,719 1,390 ,029 ,278 6,562 ,000 ,806 1,241 ,143 ,045 ,135 3,177 ,002 ,796 1,256 QH ,153 ,034 ,202 4,532 ,000 ,726 1,378 TH ,168 ,043 ,155 3,882 ,000 ,902 1,109 VH ,202 ,041 ,204 4,891 ,000 ,828 1,208 OD ,119 ,034 ,159 3,531 ,000 ,707 1,414 a Dependent Variable: GB Correlations GB Correlation Coefficient Spearman's rho Sig (2-tailed) N CV CH GB CV CH TP QH TH VH OD 1,000 ,533** ,477** ,369** ,580** ,336** ,440** ,641** ,000 ,000 ,000 ,000 ,000 ,000 ,000 287 287 287 287 287 287 287 287 ,533** 1,000 ,329** ,327** ,423** ,196** ,201** ,375** Sig (2-tailed) ,000 ,000 ,000 ,000 ,001 ,001 ,000 N 287 287 287 287 287 287 287 287 ,477** ,329** 1,000 ,042 ,365** ,189** ,050 ,225** ,000 ,000 ,478 ,000 ,001 ,399 ,000 Correlation Coefficient Correlation Coefficient Sig (2-tailed) xvii N TP QH TH VH OD 287 287 ,369** ,327** Sig (2-tailed) ,000 N Correlation Coefficient Correlation Coefficient 287 287 287 287 287 ,042 1,000 ,195** ,066 ,135* ,386** ,000 ,478 ,001 ,266 ,022 ,000 287 287 287 287 287 287 287 287 ** ** ** ** 1,000 ,148 * ** ,385** ,580 ,423 287 ,365 ,195 ,273 Sig (2-tailed) ,000 ,000 ,000 ,001 ,012 ,000 ,000 N 287 287 287 287 287 287 287 287 ** ** ** ,066 ,148 * 1,000 ** ,190** Correlation Coefficient ,336 ,196 ,189 ,231 Sig (2-tailed) ,000 ,001 ,001 ,266 ,012 ,000 ,001 N 287 287 287 287 287 287 287 287 ,440** ,201** ,050 ,135* ,273** ,231** 1,000 ,320** Sig (2-tailed) ,000 ,001 ,399 ,022 ,000 ,000 ,000 N 287 287 287 287 287 287 287 287 ,641** ,375** ,225** ,386** ,385** ,190** ,320** 1,000 Sig (2-tailed) ,000 ,000 ,000 ,000 ,000 ,001 ,000 N 287 287 287 287 287 287 287 287 Correlation Coefficient Correlation Coefficient ** Correlation is significant at the 0.01 level (2-tailed) * Correlation is significant at the 0.05 level (2-tailed) cQlc soa xA TRIJONG DAI HQC NGAN HANG TP HO CHi MINH HOI DdNG CHAM LU+N viN D6c THAC Si Thdnh phd Hi 16o HQr - cnu NcuiA vrET NAM Tu - Chi Minh, Hanh phtic j0 ttuing 09 ndm 2022 NHAN XET LUAN VAN THAC Si (Ddnh cho phdn biQn) Ho vd t€n hoc vi€n: Ph4m Nggc Bich T€n da tdi: c6c y6u t6 anh hu&ng d6n sq g6n b6 cria tiiip vi6n hang kh6ng t4i viQt Nam Airline Chuy6nngdnh: Nguoi nhfn x6t: Qudntr! kinh doanh PGS.TS Nguy6n Minh Tu6n Tr6ch nhiQm hQi cl6ng: Phdn biQn t lufn v6n, tdi c6 nhfn x6t sau ddy: Y nghia khoa hgc, thr;c ti6n cta tt6 tAi: Sau doc xong Dc tni la mQt nghiOn c,u l[p l4i, c6 f nghia thr,rc ti6n dt5i vdi hopt dQng euan tri Ngu6n nhdn luc tai tai vi0t Nam Airline c6 thti rluqc xem ld mQt tdi li6u tham khao cho c6c hoc vi6n cao hgc kh6a sau