(Luận văn) factors influencing quality of working life, a study of front line employees in the vietnamese aviation service

UNIVERSITY OF ECONOMICS HO CHI MINH CITY t to ng International School of Business hi ep w n lo Le Thi Hanh An ad ju y th yi pl FACTORS INFLUENCING QUALITY OF ua al n WORKING LIFE: A STUDY OF FRONT-LINE va n EMPLOYEES IN THE VIETNAMESE ll fu m oi AVIATION SERVICES at nh z z ID: 22130001 vb k jm ht MASTER OF BUSINESS (Honors) l.c gm om SUPERVISOR: DR NGUYEN THI MAI TRANG n a Lu n va y te re th Ho Chi Minh City, Year 2015 ACKNOWLEDGEMENT t to ng Firstly, I would like to express my gratefulness to my supervisor Dr Nguyen Thi Mai Trang hi ep for her professional guidance, intensive support, valuable suggestions, instructions and encouragement during the time of doing my research w n I would like to express my deepest gratitude to ISB Professors Committee for their valuable lo ad time as the members of the proposal examination committee Their comments and y th meaningful suggestions were contributed significantly for my completion of this research ju yi My sincere thanks are given to all of my teachers at International Business School – pl n course ua al University of Economics Ho Chi Minh City for their teaching and guidance during my master 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 Abstract t to ng Purpose – This research aims to explore factors influencing on quality of working life of hi ep front - line staffs in Vietnamese aviation services Methodology/Sample – A total of 280 questionnaires were distributed out at many airports in w n Vietnam As the method are directly interviewing combining with online surveying, lo ad respondents including the front-line staffs at those airports such as check in staffs, security y th staffs, boarding staffs, hence, data collecting also was primary sources The hypothesized ju relationships were tested using structure modeling yi pl Findings – This study found that perceived of organization supports, emotion exhaustion, ua al extra-role services and servicesescape affecting on quality of working life of those n employees Based on the thesis findings, several implications have been provided n va ll fu Key words – Quality of working life, perceived of organizational supports, extra role at nh airports oi m services, emotional exhaustion, intrinsic motivation, Vietnamese aviation sector, Vietnamese z z k jm ht vb om l.c gm n a Lu n va y te re th t to Contents ng hi ACKNOWLEDGEMENT ep Abstract List of Figures w n List of Tables lo Introduction y th Chapter ad List of Abbreviations Research background 1.2 Statement of the problem 1.3 Research objectives 1.4 Research scope 1.5 Research significance 1.6 Structure of the study ju 1.1 yi pl n ua al n va Literature review ll fu Chapter Quality of working life (QWL) 2.2 Perceived organizational support (POS) 12 2.3 Emotional exhaustion (EE) 14 2.4 Extra-role customer service (ECS) 15 2.5 Servicescape (SE) 17 2.6 Intrinsic motivation (IM) 18 2.7 Model and hypotheses 22 oi m 2.1 at nh z z k jm ht vb Research model 22 2.7.2 Hypotheses 22 Chapter Research Methodology 24 om l.c 3.1 gm 2.7.1 The research design 24 Qualitative research 24 3.1.2 Main survey method 25 3.1.3 Research procedure 25 n a Lu 3.1.1 n va Measurement scale building 26 3.3 The main survey 27 Objects of main survey 27 3.3.2 Sample size 27 3.3.3 Research sample description 28 th 3.3.1 y te re 3.2 Chapter Data analysis and results 31 t to ng 4.1 Reliability analysis 31 4.2 Confirmatory factor analysis 34 hi ep Perceived organizational supports (POS) 35 4.2.2 Intrinsic motivation 36 4.2.3 Emotional exhaustion 37 4.2.1 w n lo 4.2.4 Servicescape 39 y th 4.2.6 ad 4.2.5 Extra role customer services 38 Quality of working life (QWL) 40 ju The discriminant validity among the six constructs 41 4.4 Model evaluation 42 4.5 Hypotheses evaluation 45 4.6 Research findings 47 yi 4.3 pl n ua al n 5.1 Conclusion 49 va Chapter The main results and research contributions 49 fu Measurement model 50 5.1.2 Managerial implications 51 oi m Limitations and future research 54 at nh 5.2 ll 5.1.1 References 56 z z Appendix Source of measurement scales 62 vb Appendix 2: Guidelines for In-Depth Interview 65 ht jm Appendix English questionnaire 71 k Appendix 4: Questionnaire (Vietnamese Version) 74 om l.c gm n a Lu n va y te re th List of Figures t to ng hi ep Figure 2.1 The conceptual model 22 Figure 3.1 Research procedure 25 w n Figure 4.1 CFA model of Perceived organizational supports 35 lo ad Figure 4.2 CFA model of intrinsic motivation 36 y th Figure 4.3 CFA model of Emotional exhaustion 37 ju Figure 4.4 CFA model of extra-role customer services 38 yi pl Figure 4.5 CFA model of servicescape 39 ua al Figure 4.6 CFA model of Quality of working life 40 n Figure 4.7 SEM of research model 44 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 t to ng List of Tables hi ep Table 3.1 Sources of data collection 28 w n Table 3.2 Description of sample 29 lo ad Table 4.1 Reliable test result 32 y th Table 4.2 Confirmatory factor analysis results of POS 35 ju yi Table 4.3 Confirmatory factor analysis results of IM 36 pl Table 4.4 Confirmatory factor analysis results of EE 37 al n ua Table 4.5 Confirmatory factor analysis results of ECS 38 va Table 4.6 Confirmatory factor analysis results of SE 39 n Table 4.7 Confirmatory factor analysis results of SE 41 fu ll Table 4.8 Discriminant validity test result 41 m oi Table 4.9 Results of measurement scale evaluating 42 nh at Table 4.10 Fitness of conceptualized model 43 z Table 4.11 Final results of relationship checking of model’s constructs 45 z ht vb Table 5.1 Managerial implication: How can the manager assess quality of working life of jm their front-line staffs? 51 k Table 5.2 Managerial implication: How can the manager reduce the emotional exhaustion as gm well as increase the extra-role customer services of their front-line staffs? 52 om l.c n a Lu n va y te re th t to ng hi ep w n lo List of Abbreviations ad y th ju Abbreviations Meanings CFA ECS EE GDP IM Intrinsic motivation POS Perceived of organizational supports QWL Quality of working life SE Servicescape SEM Structure equation modeling 10 VGP Vietnam Government Newspaper yi Confirmatory factor anlysis pl ua al Extra role services Emotinal exhaustion n n va Gross National Product 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 Chapter Introduction t to ng 1.1 Research background hi ep According to the General Statistics Office of Vietnam, the service industries increased over 6.56% in 2013, which contributed over 50% growth to total GDP in the same year (VGP w n News, 2013) Playing the most indispensable role in the group of services – related sections, lo ad aviation has been developed for long time y th Asia is known as one of the most potential leading areas in passenger traffic where the ju volume of passengers carried by airlines is rapidly increasing (5% per month in 2013) It is yi pl also forecasted that, in long term, air traffic growth continues to be above 5% growth rate al ua (Schubert, 2014) In Vietnam, many evidences also approved for the potential aviation sector n for recent years Following Schubert in the airline planning workshop conference (2014), the va n average Vietnam passenger growth will be up to 7.4% per year for the next years from fu ll 30.000.000 passengers in 2013 to 52.200.000 passengers in 2017 m oi In associated with grow-up market, Vietnamese air transportation is now overwhelmingly at nh changing from public ownership into other kinds of owner (private sector or semi-private z sector) The typical significant of diversified owners can be illustrated that is the increase in z vb the number of operators and participants in the sector (Ogwude, as cited in Wifred et al, jm ht 2012) For five recent years, there have been many airlines jumped up to Vietnamese air k transport market such as: Jetstar Pacific, Air Mekong, Indochina Airline, Vietjet Air and Blue gm Sky with many kinds of ownerships such as private, joint-venture owners In fact, the om l.c appearance of these airlines not only stimulates the commercial air transport demand, but also, improves the total number of passengers of Vietnamese airports systems per year a Lu Hence, commercial management practices are given top priority for most of the airport‘s n authorities to adapt for the present background One of the most visible indicators of moves va n towards commercialization is greater reliance focus on non – aeronautical services like duty te re free shopping malls, beauty salon centers, hotels, restaurants, car rentals, catering services, which are derived from the air travel demand Obviously, it is important to know that there th airport to attract the passenger, raise the revenue because it is up to the flight routes planning y concession (Graham, 2011, p.14)… The hard challenge here is that it is really difficult for the are not only the airlines identifying the quality of aviation services, but “an airport's role by t to ng its service level, and the airport’s service level reflects the type of service the airport provides hi to the nation, state and local community” (US National Plan of Integrated Airport Systems, as ep cited in Utah Continuous Airport System Plan, 2007, p.3–1) Hence, delivering service w excellence is becoming an important organizational capability (Wolfe-Morrison, 1996) And, n lo airport surely is not an exception ad In fact, Vietnamese air transport services are now facing the hard challenges in services y th ju quality together with the market difficulties as well as external environment issues Firstly, yi from the airports aspect, the Guide to Sleeping in Airports (2014) has listed Tan Son Nhat pl ua al airport and Noi Bai airport as two of the worst in Asia Clearly, this online survey fiercely challenges Vietnamese aviation and suffers its future prospects n n va Moreover, the common international organization of aviation services quality ll fu measurement – Skytrax (2015) has just listed Vietnam airlines as a four – star airline (the oi m lowest rank in Skytrax ranking) and not any airport in Vietnam is on the good quality of lists nh Additionally, the monthly online research of Vietnamese civil aviation authority via the at official website (2015) also reveals that more than 60% respondents unsatisfied with z z Vietnamese aviation services in compare with less than 25% of satisfaction This is due to the vb fact that nowadays the airport environment, on one side, becomes more lively with a lot of ht k jm passengers from economy class to exclusive class with the different expectation of services gm level On the other side, Vietnamese airports activities are now classified into three types of services: necessary operational services, traffic-handling services and commercial services l.c om (Doganis, as cited in Yamamoto, Taniguchi, & Kimata, n.d.) The diversification of services a Lu makes the airport director harder when ensuring the quality of services and toward to n passenger satisfaction To explain for this situation, deputy minister of Vietnamese n va transportation industry – Pham Quy Tieu (2014) admitted that “the attitude of frontline- staff international airports” Obviously, the Vietnamese air transport development as mentioned opposite sides, staffs at the airport also have to face with the pressures from the different th above takes the conditions for all walks of life to travel with the airplanes But on the y te re towards passengers is among the key reasons for the poor service quality at the Vietnamese t to ng hi ep Factors / Items Code Tôi cảm thấy kiệt sức vào cuối ngày làm 14.I feel used up at the end of the day EE2 việc I feel fatigued when I get up in the morning Tôi cảm thấy chán nản chuẩn bị 15 EE3 and have to face another day on the job làm vào buổi sáng Tôi cảm thấy ngày làm việc thật dài Working with people all day is really a train 16 phải tiếp xúc với đồng nghiệp EE4 for me khách hàng 17.I feel frustrated by my job Tôi thất vọng công việc EE5 18.I feel I am working too hard on my job Tôi làm công việc vất vả EE6 Tơi cảm thấy thân bị gị bó 19.I feel like I’m a the end of my rope EE7 công việc Ex-tra role customer services D ECS (Karatape, 2015) I voluntarily assist customers even if it means Tơi tình nguyện giúp đỡ khách hàng, 20 ECS1 going beyond job requirements nằm phạm vi công việc Tôi giải tốt vấn đề khách I help customers with problems beyond what 21 hàng, vượt mong đợi doanh ECS2 is expected or required nghiệp I often go above and beyond the call of duty Tơi hồn thành tốt cơng việc, vượt ngồi 22 ECS3 when serving customers mong đợi doanh nghiệp I willingly go out of my way to make a Tôi sẵn sàng ứng xử linh hoạt để tăng 23 ECS4 customer satisfied hài lịng khách hàng Tơi sẵn sàng phá bỏ quy tắc cứng 24.I frequently go out the way to help a customer nhắc công việc để linh hoạt giúp đỡ ECS5 khách hàng Servicescape E SE Bitner (1992) Rosenbaum & Massiah (2011) and results of qualitative phase Temperature Khi làm việc, cảm thấy nhiệt độ 25 SE1 sân bay phù hợp Air quality Tơi cảm thấy bầu khơng khí thơng 26 SE2 thống, dễ chịu Noise Tơi cảm thấy mức độ tiếng ồn sân bay 27 SE3 phù hợp Odor Tôi cảm thấy khơng gian làm việc có mùi 28 SE4 dễ chịu Style of airport décor Tôi cảm thấy không gian làm việc 29 SE5 trang trí phù hợp Layout Tôi cảm thấy trang thiết bị làm việc 30 SE6 xếp khoa học, hợp lý 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 63 t to Factors / Items Code Tôi cung cấp đầy đủ trang thiết SE7 bị làm việc Tôi cung cấp đầy đủ bảng SE8 hướng dẫn, bảng dẫn làm việc ng Equipment 31 hi ep Signage/ Artifacts 32 w Quality of working life (Sirgy et al, 2001; Nguyen and Nguyen, 2012 and results of qualitative phase) Survival needs Công việc đem lại lợi ích tốt cho 33.My job provides good health benefits sức khỏe tơi Tơi cảm thấy an tồn, khơng bị tai nạn, 34.I feel protection from an injury at work rủi ro phát sinh làm việc 35.I am satisfied with the salary I am received Tôi hài lòng mức thu nhập I am satisfied with company ‘s benefits I am Tơi hài lịng với phúc lợi khác 36.received (health, dental, retirement, non(ngoài thu nhập) doanh nghiệp financial benefits) Tơi trang trải cho sống 37.My job does well for my family thân với công việc Belonging needs Tơi có đồng nghiệp thân thiết 38.I have good friends at work trình làm việc I have enough time away from work to enjoy Tơi có thời gian để thư giãn thưởng 39 other things in life thức sống ngồi cơng việc Tơi đánh giá cao công việc 40.I feel appreciated at work I am handed over in dealing problems with Tôi trao quyền để tự giải 41 customer by the authorities vấn đề phát sinh với khách hàng Knowledge needs I feel that my job allows me to realize my full Tôi khám phá tiềm 42 potential thân trình làm việc My job allows me to sharpen my professional Tôi nâng cao kỹ nghề 43 skills nghiệp thân làm việc Tôi phát huy tính sáng tạo làm 44.My job helps me develop my creativity việc E QWL n lo ad ju y th QWL1 QWL2 yi pl QWL3 n ua al QWL4 n va ll fu QWL5 oi m at nh QWL6 z QWL7 z QWL9 k jm ht vb QWL8 om l.c gm QWL10 a Lu QWL11 n QWL12 n va y te re th 64 Appendix 2: Guidelines for In-Depth Interview t to ng Objectives hi ep Consider the suitable of the contents of questionnaire with features of VN airport Ensure the final questionnaire would be well understood w n Respondent’s information lo 41 years old y th Age ju ad Name Nguyen Thi Hong Phuong Nguyen Chanh Duy Nguyen Thi Hai Hang 42 years old Trinh Tu Anh 37 years old Nguyen Van Du 44 years old Hoang Thi Kim Thoa Nguyen Dang Quang Le Dac Minh Trinh yi pl 42 years old n ua al Degree/ Academic title Master of Business Administration Master of Business Administration Job title/ Place of work President of Lien Khuong Airport (Da Lat city) President of Buon Me Thuot Airport (Dak lak) n va ll fu Doctor m oi Doctor of traffic planning at nh z Doctor of economic development z k jm ht vb 25 years old 34 years old 34 years old Vice president of Vietnam Aviation Academy Dean of Urban Planning faculty of Ton Duc Thang University Experiences in Airport Management and Aviation Lecturer of Air transportation faculty, Vietnam Aviation Academy Representative of Vietjet Air at Tan San Nhat Airport Representative of VNA at Lien Khuong Airport Representative of VNA at Tan Son Nhat Airport om l.c gm n a Lu n Original measurement scales Comments Final measurement scales QWL is the second – order constructs with constructs: All the respondents stated that servicescape need to consider in the After discussing with professor and found evidences of studies to y te re Respondent’s information Servicescape va Results th 65 t to ng hi Respondent’s information Master Nguyen Thi Hong Phuong ep w n lo ad ju y th yi pl Dr Trinh Tu Anh Original measurement scales • Survival needs • Belonging needs • Knowledge needs As mentioned above, QWL is under relationship with perceived of organizational supports, intrinsic motivation, emotional exhaustion, extra role services n ua al n va ll fu Quality of working life Final measurement scales relationship with QWL approve for the because it was so relationship between essential for the work servicescape and life quality of quality of working life employees at the Basing on the airport Especially, comments of different airports in VN respondents about have had different items describing for features of servicescape, that servicescapes concept was measured influencing on the by items as below: employee’s quality of temperature, air work life quality, noise, odor, style of airport décor, layout, equipment, signage/ artifacts Comments m oi at z z jm ht vb Pay attention to the tendency when making questions in Vietnamese (active or passive sentences) k In Vietnamese version: Anh (Chị) nâng cao kỹ nghề nghiệp thân làm việc gm om n a Lu In Vietnamese version: Anh (Chị) phát huy tính sáng tạo làm việc n va 66 In Vietnamese version: Anh (Chị) có thời gian để thư giãn thưởng th Pay attention to the adjectives / adverbs showing the degree or y te re Dr Nguyen Thi Hai Hang nh Dr Trinh Tu Anh In Vietnamese version: Anh (Chị) khám phá tiềm thân trình làm việc l.c I feel that my job allows me to realize my full potential - Nhờ vào công việc mà Anh (Chị) nhận thức tiềm thân My job allows me to sharpen my professional skills Anh (Chị) nâng cao kỹ nghề nghiệp thân làm việc My job helps me develop my creativity Cơng việc giúp Anh (Chị) phát triển tính sáng tạo I have enough time away from work to enjoy other things in t to Respondent’s information ng Original measurement scales life - Anh (Chị) có đủ thời gian để thư giãn thưởng thức sống cơng việc hi Final measurement scales thức sống ngồi công việc Comments ep the frequency when making question in Vietnamese w n lo - ad ju y th The interviewee suggested separating this question into two questions because “the paid” in this situation referring both in salary (income) and benefits of company yi I am satisfied with what I’m getting paid for my work - Anh (Chị) cảm thấy hài lòng doanh nghiệp trả thù lao pl n ua al - n va I am satisfied with the salary I am received I am satisfied with company ‘s benefits I am received (health, dental, retirement, nonfinancial benefits) fu ll Construct of Survival needs cover items of health and pay - My job provides good health benefits - I am satisfied with the salary I am received - I am satisfied with company ‘s benefits I am received (health, dental, retirement, nonfinancial benefits) - My job does well for my family Construct of Belonging needs cover items of social and esteem oi m at nh z Dr Nguyen Van Du z vb k jm ht At the airport, safety is always first (complex Adding the question infrastructure and about injury at work: multi-functioned - I feel protection facilities) Therefore, from an injury the respondent at work suggested adding the question of safety need om l.c gm n a Lu n va y te re 67 Adding the question about investiture at work: th Owing to, in aviation services, investiture is common inspiration t to Respondent’s information ng hi ep w n lo ad ju y th Original measurement scales needs - I have good friends at work - I have enough time away from work to enjoy other things in life - I feel appreciated at work Comments nowadays with frontline staff, the respondent suggested to add the question of investiture Final measurement scales - I am handed over in dealing problems with customer by the authorities yi pl ua al n Perceived organizational support This company strongly considers my goals and values - Doanh nghiệp quan tâm đến mục tiêu cá nhân giá trị nhân viên Master Nguyen Chanh This company shows Duy very little concern for me - Trong trình phục vụ khách hàng, doanh nghiệp phải lo ngại vấn đề phát sinh từ nhân viên va n Pay attention to the pronouns when making question ll fu oi m at nh z Pay attention to the Vietnamese version when translating from English version z k jm ht vb In Vietnamese version: Doanh nghiệp phải lo ngại lực Anh (Chị) công việc gm This company willing to help me when I need a special favor With this sentence, for more understandable, the respondent suggested giving clearer explain for the word “special favor” Special favor means sickness aids, time supports, … This company cares about my opinions Mọi ý kiến góp ý, đóng góp nhân viên doanh nghiệp quan tâm, ghi nhận Pay attention to the adjectives / adverbs showing the degree or the frequency when making question in Vietnamese In Vietnamese version: Các ý kiến góp ý Anh (Chị) doanh nghiệp quan tâm om n a Lu n va y te re th 68 l.c Dr Nguyen Thi Hai Hang In Vietnamese version: Doanh nghiệp quan tâm đến mục tiêu cá nhân giá trị Anh (Chị) t to Respondent’s information Intrinsic motivation ng hi ep w Hoang Thi Kim Thoa Original measurement scales Final measurement scales Comments n lo ad ju y th yi I feel a great sense of satisfaction when I my job well - Anh (Chị) cảm thấy tự hào hãnh diện với cơng việc When i perform my job well, it contributes to my personal growth and development Hồn thành tốt cơng việc có ý nghĩa quan trọng phát triển cá nhân Anh (Chị) In Vietnamese version: Anh (Chị) cảm thấy tự hào công việc In relate to this item, the interviewee suggested using simple words pl n ua al Nguyen Dang Quang n va In Vietnamese version: Hồn thành tốt cơng việc có ý nghĩa nghiệp thân Anh (Chị) All the respondents stated the unclear meaning of this sentence Apart from the experts, front-line staff could not understand the implying of the word “emotional drained” oi m z z In Vietnamese version: Anh (Chị) khơng cịn cảm xúc với công việc k jm ht vb I feel emotional drained from my workAnh (Chị) trở nên kiệt quệ cảm xúc cơng việc at nh Nguyen Dang Quang ll fu Emotional exhaustion Dr Nguyen Thi Hai Hang Dr Trinh Tu Anh l.c With regard to this item, respondent suggested the researcher to make the Vietnamese version be shortened In Vietnamese version: Anh (Chị) cảm thấy ngày làm việc thật dài phải tiếp xúc với đồng nghiệp khách hàng With this sentence, respondent suggested erasing from the questionnaire because Excluded from the questionnaire n a Lu n va y te re th 69 om Dr Nguyen Thi Hai Hang gm Dr Trinh Tu Anh Working with people all day is really a train for me - Làm việc đồng nghiệp, tiếp xúc với khách hàng khiến Anh (Chị) cảm thấy ngày làm việc dài lê thê I feel burned out from my work - Cơng việc địi hỏi tồn lượng Anh (Chị) t to Respondent’s information ng Original measurement scales ngày Final measurement scales Comments hi ep the meaning was duplicated with another one w Ex-tra role customer services n All respondents stated lo ad that they understood the y th ju scale meaning 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 70 n lo ad ju y th Appendix English questionnaire yi pl QUESTIONAIRE ua al Dear sir/madam n I am Le Hanh An, a student of Master Program of University of Economics Ho Chi Minh City I am undertaking a research about the quality of working life with the front-line staffs in the aviation services For this purpose, I kindly request you to complete the following short questionnaire n va m ll fu oi It should take you no longer than 10 minutes to finish this questionnaire Although your response is extremely important to my research, your participation in this survey is entirely voluntary Your personal information will be kept confidentially and not be disclosed without your permission at nh z If you have concerns or questions about this study, such as scientific issues, how to any part of it, please contact to me with email address: hanhanvaa@gmail.com, or phone number: +84 0903389244 z vb PART A k Please check in the most suitable answer jm ht _ gm l.c Strongly disagree ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ re ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☒ ☐ ☐ ☐ ☐ ☐ ☐ ☐ n y te ☐ va ☐ an ac th si eg cd 71 ☐ Lu This company values my contributions to its well-being Q2 This company strongly considers my goals and values Q3 This company willing to help me when I need a special favor Q4 This company shows very little concern for me Q5 This company cares about my opinions Q6 This company takes pride in my accomplishment at work Q7 I feel a great sense of satisfaction when I my job well Q8 I take my pride in doing my job as well as I can Q9 When i perform my job well, it contributes to my personal growth and development Q10 I feel unhappy when my work is not up to my casual standard Q11 My opinion of myself goes down when I the job badly om Q1 Strongly agree Neutral jg hg n lo ad y th ju yi pl ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ I voluntarily assist customers even if it means going beyond job requirements I help customers with problems beyond what is expected or required I often go above and beyond the call of duty when serving customers I willingly go out of my way to make a customer satisfied I frequently go out the way to help a customer Temperature at the airport is suitable for me to work Air quality is suitable for me to work Noise is suitable for me to work Odor is suitable for me to work Style of airport décor is suitable for me to work Layout is suitable for me to work Equipment is suitable for me to work Artifacts are suitable for me to work ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ My job provides good health benefits I feel protection from an injury at work I am satisfied with the salary I am received I am satisfied with company ‘s benefits I am received (health, dental, retirement, nonfinancial benefits) My job does well for my family I have good friends at work ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ eg cd 72 ☐ si Q38 ☐ ac th Q37 ☐ y te Q36 ☐ re Q35 ☐ n Q34 ☐ va Q33 ☐ an Q32 ☐ Lu Q31 ☐ om Q30 ☐ l.c Q29 ☐ Q28 ☐ gm Q27 ☐ k Q26 ☐ jm Q25 ☐ ht Q24 ☐ vb Q23 ☐ z Q22 ☐ z Q21 ☐ at Q20 ☐ nh Q19 Strongly agree Neutral ☐ oi Q18 ☐ m ll Q17 ☐ fu Q16 ☐ n Q15 ☐ va Q14 ☐ I try to think if ways of doing my job effectively I feel emotional drained from my work I feel used up at the end of the day I feel fatigued when I get up in the morning and have to face another day on the job Working with people all day is really a train for me I feel frustrated by my job I feel I am working too hard on my job I feel like I’m a the end of my rope n Q13 ua al Q12 Strongly disagree jg hg n lo ad y th ju yi pl Strongly agree Neutral ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ oi m ll Q44 fu Q43 n Q42 va Q41 I have enough time away from work to enjoy other things in life I feel appreciated at work I am handed over in dealing problems with customer by the authorities I feel that my job allows me to realize my full potential My job allows me to sharpen my professional skills My job helps me develop my creativity n Q40 ua al Q39 Strongly disagree nh at PART B Please check (fill) in the exact information z z High school ☐ 4years ☐ Airlines ☐ Airport ☐ Airport security ☐ Immigration ☐ ☐ 26 - 30 University/ College ☐ 31 - 40 ☐ ☐ Above 41 ☐ Master/ Doctor ☐ Ground services ☐ Other suppliers ☐ om l.c _ Airport representative ☐ Airline representative Ground – services staff ☐ ☐ Security staff Airport security Immigrating staff Information ☐ staff ☐ ☐ Seller ☐ Sanitation worker ☐ 10 Maintenance staff va ☐ an Check-in Lu S7 Job position ☐ ☐ gm S6 Company section Company brand name Woman 23 - 25 Vocational school k S5 Working experiences ☐ ☐ jm S4 Man 18 - 22 ht S3 Gender Age Study degree vb S1 S2 ☐ 11 Other n y te re _Thanks for your supporting _ ac th si eg cd 73 ☐ ☐ jg hg n lo ad ju y th Appendix 4: Questionnaire (Vietnamese Version) yi pl ua al Kính chào Quý Anh/ Chị n Tôi học viên cao học Viện Đào Tạo Quốc Tế, Đại Học Kinh Tế TP HCM Hiện tại, thực khảo sát nhằm tìm hiểu chất lượng mơi trường làm việc cơng sở (quality of working life) nhân viên hàng khơng q trình phục vụ khách hàng Cảng hàng khơng va n Kính mong Anh (Chị) hỗ trợ chia sẻ cách cởi mở tất ý kiến/ đánh giá Anh (Chị) công việc theo nội dung Mọi ý kiến, đóng góp Anh (Chị) ghi nhận sử dụng cho nghiên cứu fu m ll Trong trường hợp Anh (Chị) cần sử dụng kết khảo sát, vui long liên lạc Lê Hạnh An – 090 3389 244 Trân trọng cảm ơn Anh (Chị) oi _ at Anh (Chị) vui lòng đánh dấu X vào ô phù hợp nh A PHẦN NỘI DUNG z z ht vb Hồn tồn khơng đồng ý Khơng có ý kiến Hồn tồn đồng ý ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ Tơi cảm thấy hài lịng hồn thành tốt cơng việc Tơi tự hào cơng việc Hồn thành tốt cơng việc có ý nghĩa nghiệp thân Tôi cảm thấy không vui công việc chưa đạt tiêu chuẩn mà kỳ vọng Tôi đánh giá thấp thân cơng việc khơng hồn thành tốt Tơi cố gắng tìm phương pháp làm việc hiệu ☐ om ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q13 Q1 Q2 Q6 Q7 ☐ an ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☒ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ Tơi khơng cịn cảm xúc với công việc ☐ ☐ ☐ re ☐ ☐ ☐ Q14 Tôi cảm thấy kiệt sức vào cuối ngày làm việc ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q15 Tôi cảm thấy chán nản chuẩn bị làm vào buổi sang ☐ ☐ ☐ ☐ ☐ ☐ Q16 Tôi cảm thấy ngày làm việc thật dài phải tiếp xúc với đồng nghiệp khách hàng ☐ ☐ ☐ ☐ ac th ☐ ☐ ☐ ☐ Q17 Tôi thất vọng công việc ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q10 Q11 ☐ y te eg cd 74 n Q12 si ☐ ☐ Q9 va ☐ Lu Q8 Q5 gm Q4 k Q3 jm ☐ l.c Những đóng góp cống hiến doanh nghiệp ghi nhận Tôi doanh nghiệp quan tâm đến mục tiêu giá trị cá nhân Tôi doanh nghiệp hỗ trợ trường hợp đặc biệt (đau ốm bất chợt, vấn đề gia đình…) Doanh nghiệp phải lo ngại lực cơng việc Các ý kiến góp ý tơi doanh nghiệp quan tâm Những thành tựu đạt công việc đem lại niềm tự hào cho doanh nghiệp jg hg n lo ad y th ju yi Khơng có ý kiến Hoàn toàn đồng ý ☐ ☐ ☐ ☐ ☐ ☐ ☐ Tơi cảm thấy thân bị gị bó cơng việc ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q20 Tơi tình nguyện giúp đỡ khách hàng, nằm ngồi phạm vi cơng việc ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q21 Tôi giải tốt vấn đề khách hàng, vượt mong đợi doanh nghiệp ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q22 Tơi hồn thành tốt cơng việc, vượt ngồi mong đợi doanh nghiệp ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q23 Tôi sẵn sàng ứng xử linh hoạt để tăng hài lòng khách hàng ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q24 Tôi sẵn sàng phá bỏ quy tắc cứng nhắc công việc để linh hoạt giúp đỡ khách hàng ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q25 ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q32 Khi làm việc, cảm thấy nhiệt độ sân bay phù hợp Tôi cảm thấy bầu khơng khí thơng thống, dễ chịu Tơi cảm thấy mức độ tiếng ồn sân bay phù hợp Tôi cảm thấy khơng gian làm việc có mùi dễ chịu Tơi cảm thấy khơng gian làm việc trang trí phù hợp Tôi cảm thấy trang thiết bị làm việc xếp khoa học, hợp lý Tôi cung cấp đầy đủ trang thiết bị làm việc Tôi cung cấp đầy đủ bảng hướng dẫn, bảng dẫn làm việc ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q33 Công việc đem lại lợi ích tốt cho sức khỏe ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q34 Tơi cảm thấy an tồn, không bị tai nạn, rủi ro phát sinh làm việc ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q35 Tơi hài lịng mức thu nhập ☐ ☐ ☐ ☐ ☐ ☐ Q36 Tơi hài lịng với phúc lợi khác (ngoài thu nhập) doanh nghiệp om ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q37 Tơi trang trải cho sống thân với công việc ☐ ☐ ☐ ☐ ☐ ☐ Tơi có đồng nghiệp thân thiết trình làm việc ☐ Lu ☐ Q38 ☐ ☐ ☐ ☐ ☐ ☐ Q39 Tơi có thời gian để thư giãn thưởng thức sống ngồi cơng việc ☐ ☐ ☐ ☐ ☐ ☐ Q40 Tôi đánh giá cao công việc ☐ ☐ va ☐ ☐ ☐ ☐ ☐ ☐ Q41 Tôi trao quyền để tự giải vấn đề phát sinh với khách hàng ☐ ☐ ☐ ☐ ☐ ☐ Tôi khám phá tiềm thân trình làm việc ☐ ☐ ☐ re ☐ Q42 ☐ ☐ ☐ ☐ Q43 Tôi nâng cao kỹ nghề nghiệp thân làm việc ☐ ☐ ☐ ☐ ☐ ☐ ☐ Q44 Tôi phát huy tính sáng tạo làm việc ☐ ☐ ☐ ☐ ☐ ☐ ☐ oi at nh z z k jm ht vb Q31 m ll Q30 fu Q29 n Q28 va Q27 n Q26 gm an Tôi làm công việc vất vả Q19 ua al Q18 l.c pl Hồn tồn khơng đồng ý n y te ac th si eg cd 75 jg hg n lo ad y th ju B PHẦN THÔNG TIN CÁ NHÂN Anh (Chị) đánh dấu vào X vào thông tin phù hợp yi Giới tính Nam S9 Tuổi Từ 18 đến 22 ☐ Từ 23 đến 25 ☐ Từ 26 đến 30 ☐ Từ 31 đến 40 ☐ Phổ thông ☐ Trung cấp ☐ Cao đẳng – Đại học ☐ Sau đại học ☐ Dưới năm ☐ Từ đến năm ☐ Trên đến năm ☐ Trên năm ☐ An ninh hàng không oi ☐ ☐ 10 Xuất nhập cảnh ☐ 10 Trên 41 tuổi ☐ 11 Phục vụ mặt đất 12 Cung ứng hàng hóa, dịch vụ ☐ (Ăn uống, văn phòng phẩm, lưu niệm…) at nh Cảng hàng không m ll ☐ z _ z 14.Nhân viên an ninh soi chiếu ☐ 19 Nhân viên công ty phục vụ mặt đất ☐ 20.An ninh hàng không ☐ 15 Nhân viên xuất nhập cảnh ☐ 21 Hướng dẫn thông tin ☐ 16 Nhân viên bán hàng ☐ ☐ 22 Nhân viên bảo trì, bảo dưỡng ☐ 17 Nhân viên vệ sinh/ mơi trường 23 Khác l.c gm ☐ k 13 Đại diện hãng jm 18 Đại diện cảng ☐ ht 12 Nhân viên thủ tục vb Vị trí cơng tác fu S14 ☐ n Hãy ghi rõ S13 tên đơn vị công tác Hãng hàng không ☐ va Đơn vị cơng tác Nữ n S12 ☐ ua al Trình độ học vấn Thâm S11 niên công tác S10 pl S8 om _Chân thành cảm ơn ý kiến đóng góp Anh (Chị) _ an Lu va n y te re ac th si eg cd 76 ☐ ☐ jg hg 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 77