(Luận văn) factors affecting job stress and job satisfaction, an empirical study of banking industry in ho chi minh city

t to ng UNIVERSITY OF ECONOMICS HO CHI MINH CITY hi ep International School of Business w n lo ad ju y th yi Truong Thi Chi Thanh pl n ua al n va ll fu FACTORS AFFECTING JOB STRESS AND JOB SATISFACTION: AN EMPIRICAL STUDY OF BANKING INDUSTRY IN HO CHI MINH CITY oi m at nh z z k jm ht vb om l.c gm n a Lu n va MASTER OF BUSINESS (Honors) y te re i th Ho Chi Minh City – Year 2015 t to ng UNIVERSITY OF ECONOMICS HO CHI MINH CITY hi ep International School of Business w n lo ad ju y th Truong Thi Chi Thanh yi pl n ua al FACTORS AFFECTING JOB STRESS AND JOB SATISFACTION: AN EMPIRICAL STUDY OF BANKING INDUSTRY IN HO CHI MINH CITY n va ll fu oi m at nh z z k jm ht vb ID: 22130070 om l.c gm n a Lu MASTER OF BUSINESS (Honors) n va SUPERVISOR: Dr Nguyen Thi Nguyet Que y te re th Ho Chi Minh City – Year 2015 ii t to ng Acknowledgement hi ep I wish to express my sincere gratitude deeply to my advisor, Dr Nguyen Thi Nguyet Que To have completed this thesis, beside my effort, her devoted tutorial has the important w n implication She always helps me to solve trouble, support carefully in order to finish my thesis lo ad in the best way I always respect and remember these things ju y th I would like to send my thanks sincerely for Prof Nguyen Dinh Tho and Dr Nguyen Thi Mai Trang because of their value feedbacks from my proposal to draft thesis It is a yi pl deficiency if I will not remember other teachers teaching me two years ago in ISB They gave al foundation to improve my career n ua me knowledge and understanding to have enough ability to perform my thesis and great va n This research was contributed significantly by my friends and my colleagues in the pilot fu ll study and main survey of this study They also help me when I have difficult in conducting this m oi thesis I would like to send my deep thank to them nh I would like to thank my family I must express my gratitude to my farther and my at z mother for their significant moral support during the time when I have conducted this thesis z convenience in last time k Ho Chi Minh City, December 14th, 2015 jm ht vb Last of all, my sincere thanks are also sent to the staff of ISB supporting me to have the om l.c gm Truong Thi Chi Thanh n a Lu n va y te re th iii t to ng Abstract hi ep In the development of a country's economy, banking industry plays an important role; it is the circulatory system of the entire national economy Vietnam is a developing country in deep w n and broad integrating period Restructuring is the method to strength banking system, increase lo ad the ability to competitive highly and meet the integrating require combining with the ju y th development of country Therein, human resource management is complex work; the difficulty is interesting in carefully the harmony of job stress and job satisfaction Perceiving this issue, some yi pl previous researches in Vietnam mentioned about it However, they are limitations in the number al ua of determinants affecting job stress and job satisfaction While in other developing and developed n countries, new variables were explored and studied meticulously According to these basic va n things, this study aims to explore the effects of role conflict, workload, social support, and role fu ll ambiguity on job stress and job satisfaction Moreover, it also investigates the relationship m oi between job stress and job satisfaction in banking industry in Ho Chi Minh City A sample of nh 250 fulltime bankers in first line in Ho Chi Minh City was surveyed through questionnaire with at z five-point Likert scale to test hypotheses Multiple regression analysis was suitable to analyze the z ht vb data The results found that in Vietnamese banks, workload and role ambiguity had positive jm effects on job stress; social support had the negative effect on job stress They were significant k relationships Besides that, this study concluded role conflict, role ambiguity, job stress impacted gm job satisfaction negatively and significantly There was a significant positive relationship om l.c between social support and job satisfaction Role ambiguity contributed the most influencing on explaining the determinants of job stress and social support had the most impact on job a Lu satisfaction However, this study did not find the significant relationships between role conflict n va and job stress, between workload and job satisfaction The achieved findings recommend n essential consultants to improve job satisfaction and reduce job stress in developing human th iv y some limitations, they are groundwork for further research te re resource management of Vietnamese banks However, this research also could not avoid from t to ng Key words: role conflict, workload, social support, role ambiguity, job stress, job hi ep satisfaction w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th v t to ng Table of Contents hi ep Acknowledgement iii w Abstract iv n lo Table of Contents vi ad y th Abbreviations ix ju List of Tables x yi List of Figures xi pl ua al List of Appendices .xii n CHAPTER ONE: INTRODUCTION va 1.1 Research background n ll fu 1.2 Problem statement oi m 1.3 Research objectives and research questions nh 1.3.1 Research objectives at 1.3.2 Research questions z z 1.4 Research scope vb jm ht 1.5 Research significance 1.6 Thesis structure k gm CHAPTER TWO: LITERATURE REVIEW 2.1 Theoretical background l.c om 2.1.1 Job satisfaction a Lu 2.1.2 Job stress 10 n 2.1.3 Determinants of job satisfaction and job stress 12 va Model of Sultan, Tarid, and Rali (2014) 12 n 2.1.4 vi th 2.2.1 Role conflict and its effect on job stress/job satisfaction 15 y 2.2 Development of hypotheses and conceptual model 15 te re 2.1.5 Model of Lam (2014) 13 t to ng 2.2.2 Workload and its effect on job stress/job satisfaction 16 hi ep 2.2.3 Social support and its effect on job stress/job satisfaction 17 2.2.4 Role ambiguity and its effect on job stress/job satisfaction 18 w n 2.2.5 Job stress and job satisfaction 20 lo ad 2.3 Research model 20 ju y th 2.4 Chapter summary 21 CHAPTER THREE: RESEARCH METHODOLOGY 22 yi pl 3.1 Research design 22 al ua 3.2 Development of questionnaire 23 n 3.2.1 Measurement scales 23 va n 3.2.2 Draft questionnaire 26 fu ll 3.3 Data collection method 27 m oi 3.3.1 Pilot study 27 nh 3.3.2 Main survey 28 at z 3.3.2.1 Sample size ……………………….28 z Sampling method 29 ht vb 3.3.2.2 jm 3.4 Data analysis techniques 29 k 3.5 Chapter summary 31 gm CHAPTER FOUR: DATA ANALYSIS AND RESULTS 32 om l.c 4.1 Descriptive analysis 32 4.1.1 Gender 34 a Lu 4.1.2 Education 34 n va 4.1.3 Age 34 n 4.1.4 Salary 35 th vii y 4.2.1 The reliability test 37 te re 4.2 Assessment and refinement of measurement scales 35 t to ng 4.2.2 EFA 37 hi ep 4.3 Multiple regression 39 4.3.1 Model - Multiple Regression Analysis with all independent variables and job w n stress 39 lo ad 4.3.2 Model - Multiple Regression Analysis with all independent variables and job ju y th satisfaction 42 4.4 Discussion of the results 45 yi pl 4.5 Chapter summary 48 al ua CHAPTER FIVE: CONCLUSIONS 49 n 5.1 Conclusions 49 va n 5.2 Contribution of research 50 fu ll 5.2.1 Theory contribution 50 m oi 5.2.2 Managerial implications 51 nh 5.3 Limitations and further research 53 at z References 55 z k jm ht vb Appendices 67 om l.c gm n a Lu n va y te re th viii t to ng Abbreviations hi ep ESCAP The United Nations Economic and Social Commission for Asia and the Pacific Asia Commercial Joint Stock Bank w ACB n lo Vietcombank Saigon Thuong Tin Commercial Joint Stock Bank y th Joint Stock Commercial Bank for Investment and Development of Vietnam ju BIDV ad Sacombank Joint Stock Commercial Bank for Foreign Trade of Vietnam Vietnam Bank for Agriculture and Rural Development SPSS Statistical Package for Social Science EFA Exploratory Factor Analysis KMO Kaiser-Meyer-Olkin ANOVA Analysis of Variance KPI Key performance indicator yi Agribank pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th ix t to ng List of Tables hi ep Table 2.1 Herzberg’s theory 10 Table 3.1 Measurement scales 24 w n Table 3.2 Findings of qualitative research 28 lo ad Table 4.1 Distribution of respondents based on demographic characteristics 33 ju y th Table 4.2 Cronbach’s Alpha of factor 37 Table 4.3 KMO and Bartlett's Test 38 yi pl Table 4.4 Total Variance Explained 38 al ua Table 4.5 Correlations 40 n Table 4.6 Model Summaryb 40 va n Table 4.7 ANOVAb 40 fu ll Table 4.8 Coefficientsa 41 m oi Table 4.9 Correlations 42 nh Table 4.10 Model Summaryb .42 at z Table 4.11 ANOVAb 43 z k jm ht vb Table 4.12 Coefficientsa .43 om l.c gm n a Lu n va y te re th x 75 t to ng I am not sure of what is expected of me hi ep I am not clear of my responsibilities w I not get proper guidance n lo I am uncertain about how my job is connected to other jobs ad Job stress y th ju I am disappointed about my work yi pl I feel that things are out of my control at work n n va I feel like giving up on my job ua al I feel overwhelmed by my work ll fu I feel unable to get out from under my work oi Job satisfaction nh m I feel frustrated with my work at Overall, I feel I am satisfied with my job z z Part II < Bachelor Bachelor > Bachelor Age < 30 30-39 40-49 Salary < 5.000.000 VND/month n n va Thank you for your attention! a Lu 5.000.000 VND/month – 15.000.000 VND/ month > 15.000.000 VND/month >49 om Education l.c Male gm Gender k Female jm ht vb I am satisfied with the kind of work I on this job generally y te re th 76 t to ng Appendix D: Findings of qualitative research hi Modification and Explanation ep Items modified Role conflict w I have to buck a policy in order to carry out Modified to be “The performance of my duties cannot n compliance the regulations of the company." Because lo an assignment ad according to the comments of five participants, the original y th sentences assert strongly that bucking a policy It may not be ju yi suitable with culture of Vietnamese (preference for pl cooperation, modesty, caring for the weak and quality of life, ua al society at large is more consensus-oriented) It is femininity n culture (Hofstede, 2001) So that, this item was changed in n va order to be more suitable and make Vietnamese participants m Social support ll fu easy to understand oi I would like to more, socially, with the Modified to be “I would like to more, socially, with the coworker on my unit” at nh people on my unit I avoid the people on my unit as much as Modified to be “I avoid the co-worker on my unit as much as z possible” z possible ht vb According to the opinions of eight interviewees; in the scale of jm “social support” variable, “people” (in “I would like to more, k gm socially, with the people on my unit” item and “I avoid the people on my unit as much as possible” item) encompassed both l.c co-worker and supervisor However, this scale also consisted of om “I would like to more, socially, with the supervisor on my a Lu unit” item and “I avoid the supervisor on my unit as much as n possible” item Therefore, “I would like to more, socially, va n with the people on my unit” changes to “I would like to more, th worker on my unit as much as possible” y on my unit as much as possible” changes to “I avoid the co- te re socially, with the co-worker on my unit” and “I avoid the people 77 t to ng Appendix E: The final English questionnaire hi ep Dear sir/madam, I am a student of Master Program of University of Economics Ho Chi Minh City I am w n conducting my thesis researching the factors affecting job stress and job satisfaction of lo ad employees working in banking industry Please take you few value minutes to answer this ju y th questionnaire I commit that personal information will be kept confidentially in order not to affect your personal honorary yi pl In the following statements, please check cross (X) in the square being the most correct n ua Part I al with your ideas n va Neutral Agree Strongly agree oi at nh z There is a mismatch between my abilities and requirements of my job m I not have adequate resources and materials to perform my duties ll Role conflict Disagree fu Strongly disagree z om l.c n a Lu I am given not enough time to what is expected of me on my job gm Workload k jm The performance of my duties cannot compliance the regulations of the company ht I receive incompatible requests from two or more people vb I have to things that should be done differently y te re th The performance standards on my job are too high n va I often seems like I have too much work for one person to 78 t to ng Social support hi ep I feel comfortable with my co-workers, and can talk to them easily about personal matters w I am a good friend with some of the people I work with n lo ad I enjoy working with the people on this unit y th ju There are well-defined groups of friends on this work unit, and I have not had much success at becoming part of any of these groups yi pl n ua al I don’t feel I have much in common with others who work on this unit n va I am able to turn to my co-workers when I need help on the job ll fu oi m I would like to more, socially, with the coworker on my unit k jm ht om l.c gm n a Lu I avoid the supervisor on my unit as much as possible vb I would like to more, socially, with the supervisor on my unit z I am able to turn to my supervisor when I need help on the job z I enjoy working with the supervisor on this unit at I feel comfortable with my supervisor, and can talk to him/her easily about personal matters nh I avoid the co-workers on my unit as much as possible n va My supervisor praises me when I a good job Role ambiguity y Goals and objectives are not clear for my job te re th I am not sure of how much authority I have 79 t to ng I am not sure of what is expected of me hi ep I am not clear of my responsibilities w I am not properly guided n lo I am uncertain about how my job is linked to other jobs ad Job stress ju y th I am discouraged about my work yi pl I feel that things are out of my control at work n ua al I feel overwhelmed by my work n va I feel like giving up on my job ll fu I feel unable to get out from under my work m I feel frustrated with my work oi nh Job satisfaction at Overall, I feel I am satisfied with my job z z Part II Female < Bachelor Bachelor > Bachelor Age < 30 30-39 40-49 Salary < 5.000.000 VND/month n n va Thank you for your attention! a Lu 5.000.000 VND/month – 15.000.000 VND/ month > 15.000.000 VND/month >49 om Education l.c Male gm Gender k jm ht vb I am generally satisfied with the kind of work I on this job y te re th 80 t to ng Appendix F: The final Vietnamese questionnaire hi ep Kính chào Anh/Chị, Tơi học viên Trường đại học kinh tế thành phố Hồ Chí Minh Tôi thực w n luận văn thạc sĩ nghiên cứu nhân tố tác động đến căng thẳng công việc lo ad hài lịng cơng việc nhân viên cơng tác lĩnh vực ngân hàng Rất mong ju y th Anh/Chị dành phút quý giá để trả lời Phiếu khảo sát Những đóng góp Anh/Chị yếu tố quan trọng định thành công nghiên cứu Tôi cam kết thông tin cung cấp yi pl bảo mật tuyệt đối để không ảnh hưởng đến danh dự cá nhân Anh/Chị al n va Phần I n Anh/Chị ua Trong câu đây, Anh/Chị vui long đánh dấu chéo (x) vào ô với ý kiến ll fu Hồn tồn khơng đồng ý Trung Đồng Hồn đồng ý lập ý đồng ý tồn oi m Khơng Sự xung đột vai trò k jm ht om l.c gm n a Lu Việc thực nhiêm vụ không theo quy định công ty vb Tôi nhận yêu cầu khác từ hai hay nhiều người z Tôi phải làm việc nên thực khác z Khả không thật phù hợp với yêu cầu công việc at Tơi khơng có đầy đủ nguồn lực để thực nhiệm vụ nh Lượng công việc n va y te re Tôi không cho đủ thời gian trông đợi để làm công việc giao th Tôi phải làm công việc sức cho người 81 t to ng hi Các tiêu chuẩn đánh giá kết công việc thực cao ep Hỗ trợ xã hội w Tôi cảm thấy thoải mái với đồng nghiệp trị chuyện với họ dễ dàng vấn đề cá nhân n lo ad ju y th Tôi người bạn tốt với người làm yi Tơi thích làm việc với người đơn vị pl n ua al Có nhóm bạn xác định rõ đơn vị khơng thuộc nhóm n va Tơi khơng cảm thấy tơi có nhiều điểm chung với người làm đơn vị fu ll Tơi nhờ đồng nghiệp tôi cần giúp đỡ công việc oi m z z k jm ht vb Tôi cảm thấy thoải mái với cấp dễ dàng trị chuyện với họ vấn đề cá nhân at Tôi né tránh đồng nghiệp đơn vị nhiều tốt nh Tơi thích làm nhiều ngồi cơng việc với mối quan hệ với đồng ngiệp đơn vị tơi om n a Lu Tơi thích làm nhiều ngồi cơng việc mối quan hệ với cấp đơn vị tơi l.c Tơi nhờ cấp tôi cần hỗ trợ cơng việc gm Tơi thích làm việc với người cấp đơn vị n y te re th Cấp khen gợi, đánh giá cao làm tốt công việc va Tôi né tránh cấp đơn vị nhiều tốt 82 t to ng Sự mơ hồ vai trị hi ep Mục đích mục tiêu công việc tôi.không rõ ràng w Tôi không chắn mức độ quyền hành tơi n lo ad Tôi không chắn điều trông đợi tơi y th ju Tơi khơng rõ ràng trách nhiệm yi Tôi không hướng dẫn cách pl n ua al Tôi không chắn công việc liên quan với công việc khác Sự căng thẳng công việc ll fu Tôi thất vọng công việc n va oi m Tôi cảm thấy khơng kiểm sốt cơng việc nh at Tơi cảm thấy chống ngợp cơng việc z Tôi thấy muốn từ bỏ công việc z jm ht Tôi cảm thấy chán nản với công việc tơi vb Tơi cảm thấy khơng khỏi cơng việc Sự hài lịng cơng việc k gm Tổng thể, tơi cảm thấy hài lịng với cơng việc om l.c Nhìn chung, tơi cảm thấy hài lịng với nhiệm vụ giao Phần II Nữ Trên đại học Tuổi < 30 30-39 40-49 Mức lương < 5.000.000 VND/tháng th Xin cảm ơn tham gia bạn! y 5.000.000 VND/tháng – 15.000.000 VND/tháng > 15.000.000 VND/tháng >49 te re Đại học n Dưới đại học va Trình độ n Nam a Lu Giới tính 83 t to ng Appendix G: Item – Total Statistics hi ep Item-Total Statistics of role conflict scale Corrected Item-Total Correlation w Scale Mean if Scale Variance Item Deleted if Item Deleted n lo 10.28 9.94 10.02 9.94 10.03 ad ju y th yi 12.693 9.070 9.258 8.720 11.755 193 653 677 681 226 pl rc01 rc02 rc03 rc04 rc05 Squared Multiple Correlation Cronbach's Alpha if Item Deleted 073 572 528 571 065 760 589 583 573 765 al Corrected Item-Total Correlation Squared Multiple Correlation n ua Item-Total Statistics of workload scale 791 790 790 626 625 625 ll oi m 4.562 4.443 4.255 fu 5.28 5.11 5.15 n wl01 wl02 wl03 va Scale Mean if Scale Variance Item Deleted if Item Deleted Cronbach's Alpha if Item Deleted 848 847 848 at nh z Item-Total Statistics of social support scale z 923 925 924 937 924 924 944 928 926 927 925 924 923 924 om l.c n a Lu n va y te re th 719 660 728 208 738 646 114 506 622 578 593 670 691 662 gm 815 778 801 305 801 775 185 661 713 685 744 782 800 770 k 86.832 88.663 87.402 96.368 87.445 87.897 96.710 87.832 86.847 86.669 86.778 85.046 87.179 87.083 Cronbach's Alpha if Item Deleted jm 43.96 43.86 43.79 43.61 43.70 43.74 43.55 43.30 43.56 43.42 43.63 43.77 43.90 44.00 Squared Multiple Correlation ht ss01 ss02 ss03 ss04 ss05 ss06 ss07 ss08 ss09 ss10 ss11 ss12 ss13 ss14 Corrected Item-Total Correlation vb Scale Mean if Scale Variance Item Deleted if Item Deleted 84 t to ng hi Item-Total Statistics of role ambiguity scale ep w Scale Mean if Scale Variance Item Deleted if Item Deleted n lo 12.03 11.85 11.93 11.82 11.83 11.97 ad ju y th yi 17.474 17.278 17.451 16.952 21.985 17.764 Squared Multiple Correlation 817 809 801 805 213 778 pl ra01 ra02 ra03 ra04 ra05 ra06 Corrected Item-Total Correlation Cronbach's Alpha if Item Deleted 736 703 700 715 053 647 838 838 840 838 935 844 n ua al Item-Total Statistics of job stress scale va m 747 714 784 821 793 813 oi Cronbach's Alpha if Item Deleted 564 520 641 715 647 717 913 917 908 903 906 904 at nh z z Item-Total Statistics of job satisfaction scale k jm ht vb 24.443 24.452 23.996 22.173 23.134 23.415 ll 12.09 11.85 11.94 11.95 11.99 12.01 Squared Multiple Correlation fu st01 st02 st03 st04 st05 st06 Corrected Item-Total Correlation n Scale Mean if Scale Variance Item Deleted if Item Deleted Squared Multiple Correlation Cronbach's Alpha if Item Deleted om n a Lu sa011 3.64 1.550 735 540 a sa022 3.69 1.569 735 540 a a The value is negative due to a negative average covariance among items This violates reliability model assumptions You may want to check item coding l.c Corrected Item-Total Correlation gm Scale Mean if Scale Variance Item Deleted if Item Deleted n va y te re th 85 t to ng Appendix H: Rotated Factor Matrix hi ep Rotated Factor Matrixa Factor w n lo ss05 816 ss01 802 ss02 799 ss13 792 ss03 783 ss14 778 ss12 763 ss06 759 ss11 743 ss09 694 ss10 660 ss08 632 ra04 840 ra01 839 ra02 818 ra03 809 ra06 731 318 st06 772 st04 751 st05 705 st03 704 st01 643 st02 581 wl03 822 wl02 817 wl01 817 rc02 rc04 rc03 sa022 381 sa011 348 Extraction Method: Principal Axis Factoring Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm a Lu n 816 803 740 n va y te re 736 642 th 86 t to ng Appendix I: Result test assumption for model hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th 87 t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th 88 t to ng Appendix K: Result test assumption for model hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th 89 t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th