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UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business t to ng hi ep w n lo ad HOANG THI KIM KHANH ju y th yi pl n ua al RELATIONSHIP BETWEEN COMMUNICATION SATISFACTION AND AFFECTIVE COMMITMENT - AN EMPIRICAL STUDY IN THE VIETNAMESE BANKS n va ll fu oi m at nh z z k jm ht vb l.c gm MASTER THESIS OF BUSINESS ADMINISTRATION om an Lu SUPERVISOR: DR NGUYEN THI NGUYET QUE n va ey t re HO CHI MINH CITY – 01/2014 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business t to ng hi ep w n lo ad ju y th HOANG THI KIM KHANH yi pl RELATIONSHIP BETWEEN COMMUNICATION SATISFACTION AND AFFECTIVE COMMITMENT - AN EMPIRICAL STUDY IN THE VIETNAMESE BANKS n ua al n va ll fu oi m at nh ID: 22110029 z z k jm ht vb an Lu SUPERVISOR: DR NGUYEN THI NGUYET QUE om l.c gm MASTER THESIS OF BUSINESS ADMINISTRATION n va ey t re HO CHI MINH CITY – 01/2014 Running head: Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks i t to ng hi ep w Relationship between communication satisfaction and affective commitment – an empirical n lo study in the Vietnamese banks ad ju y th Hoang Thi Kim Khanh yi 19th January, 2014 pl ISB Research Committee n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks ii ACKNOWLEDGEMENTS I would like to thank my supervisor Dr Nguyen Thi Nguyet Que for the guidance, t to ng patience and support during my thesis’s writing period hi ep I am also grateful to all ISB members who helped me with necessary materials and paper submission w n lo I would like to appreciate all my friends and responders for their contribution to my ad survey y th ju Especially, I would like to give my special thanks to my family who always yi pl encourage me throughout my life n ua al n va Hoang Thi Kim Khanh ll fu Ho Chi Minh city, 20th December, 2013 oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks iii ABSTRACT The main purpose of this study is figure out the relationship between communication t to ng satisfaction’s factors (personal feedback, communication climate, horizontal communication, hi ep supervisory communication) with affective commitment in Vietnamese banking industry These factors are tested in previous studied in the world, and the previous result indicated that w n lo all of them have a positive impact to commitment After conducting a research, collecting and ad analysing 225 employees in many banks in Ho Chi Minh City, the result indicated that first, y th ju the horizontal communication was divided into new components, horizontal formal yi pl communication and horizontal informal communication Second, only communication al n ua climate, supervisory communication and horizontal formal communication affects to n va affective commitment Third, communication climate is a strongest factor contributes to ll fu employee affective commitment Personal feedback and horizontal informal communication m oi not have influences on affective commitment in Vietnam banking industry nh Although having a few limitations, but this study highlights the importance of at z communication satisfaction in workplace It is necessary for banking managers to develop z vb jm ht good relationships with their employees to improve employee affective commitment The conclusion of this study discusses the practical implications for managers and the k om l.c gm recommendation for future research an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks iv TABLE OF CONTENT ACKNOWLEDGEMENTS .ii t to ng ABSTRACT iii hi ep LIST OF TABLES vii LIST OF FIGURES .viii w n lo CHAPTER 1: INTRODUCTION ad 1.1 BACKGROUND y th ju 1.2 RESEARCH OBJECTIVES AND QUESTIONS yi pl 1.3 SIGNIFICANT OF THE STUDY al n ua 1.4 RESEARCH SCOPE AND METHODOLOGY n va 1.5 THESIS STRUCTURE ll fu CHAPTER 2: LITERATURE REVIEW AND HYPOTHESIS m oi 2.1 COMMUNICATION SATISFACTION nh 2.1.1 Definition of communication at z 2.1.2 Definition of communication satisfaction z vb jm ht 2.1.3 Dimensions of communication satisfaction 2.2 ORGANIZATIONAL COMMITMENT AND AFFECTIVE COMMITMENT k gm 2.2.1 Definition of organizational commitment l.c 2.2.2 Dimensions of organizational commitment .9 om an Lu 2.2.3 Affective commitment .10 2.3 COMMUNICATION SATISFACTION AND ORGANIZATIONAL COMMITMENT ey 2.4.2 Communication climate and affective commitment 14 t re 2.4.1 Personal feedback and affective commitment 13 n 2.4 PROPOSED MODEL AND HYPOTHESIS .12 va .11 Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks v 2.4.3 Horizontal communication and affective commitment 14 2.4.4 Supervisory communication and affective commitment 15 t to ng 2.5 RESEARCH MODEL AND HYPOTHESIS .15 hi ep 2.6 CONCLUSION 16 CHAPTER 3: METHODOLOGY 17 w n lo 3.1 RESEARCH DESIGN PROCESS 17 ad 3.2 QUESTIONNAIRE DEVELOPMENT .18 y th ju 3.2.1 Measurement scale 18 yi pl 3.2.2 Questionnaire design 22 al n ua 3.3 PILOT STUDY 22 n va 3.3.1 Purpose of pilot study .22 ll fu 3.3.2 Method of pilot study .22 m oi 3.3.3 Result of pilot study 23 nh 3.4 MAIN SURVERY .23 at z 3.4.1 Sampling method 23 z vb jm ht 3.4.2 Sample size .24 3.4.3 Questionnaire administration 24 k gm 3.5 DATA ANALYSIS TECHNIQUE 24 l.c 3.5.1 Cronbach’s alpha 25 om an Lu 3.5.2 Exploratory factor analysis (EFA) 25 3.5.3 Multiple regression analysis 26 ey 4.2 MEASUREMENT ASSESSMENT 29 t re 4.1 DESCRIPTIVE ANALYSIS 28 n CHAPTER 4: DATA ANALYSIS AND RESULTS 28 va 3.6 CONCLUSION 26 Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks vi 4.2.1 Cronbach’s Alpha 29 4.2.2 Exploratory factor analysis 32 t to ng 4.3 MULTIPLE REGRESSION ANALYSIS 37 hi ep 4.3.1 Assumption testing 37 4.3.2 Result of regression analysis 38 w n lo 4.4 CONCLUSION 40 ad CHAPTER 5: DISCUSSION AND CONCLUSION 42 y th ju 5.1 DISCUSSION OF FINDINGS 42 yi pl 5.2 CONCLUSION 43 al n ua 5.3 PRACTICAL IMPLICATIONS 44 n va 5.4 LIMITATIONS OF THE STUDY .46 ll fu 5.5 RECOMMENDATIONS FOR FUTURE RESEARCH 46 m oi REFERENCES 48 nh APPENDIX A 53 at z APPENDIX B 55 z vb jm ht APPENDIX C 57 APPENDIX D 58 k gm APPENDIX E 60 l.c APPENDIX F 64 om an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks vii LIST OF TABLES Table 01: Scale of personal feedback .19 t to ng Table 02: Scale of communication climate 19 hi ep Table 03: Scale of horizontal communication 20 Table 04: Scale of supervisory communication 20 w n lo Table 05: Scale of affective commitment 21 ad Table 06: Cronbach’s Alpha Reliability Coefficient 25 y th ju Table 4.1 Sample Description 28 yi pl Table 07: Reliability analysis 30 al n ua Table 08: Summary of Cronbach’s Alpha 32 n va Table 09: KMO and Barrtlett’s Test 33 ll fu Table 10: Total Variance Explained in EFA process .34 m oi Table 11: Factors loading 35 nh Table 12: Model Summary .38 at z Table 13: ANOVA 38 z vb jm ht Table 14: Correlations .60 Table 15: Model Statistics 61 k gm Table 16: Coefficients .39 l.c Table 17: Result of testing hypothesis 40 om an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks viii LIST OF FIGURES Figure 01: A conceptual model 16 t to ng Figure 02: Research design process 17 hi ep Figure 03: A new conceptual model 37 Figure 04: Overall regression plot 62 w n lo Figure 05: Histogram of Affective Commitment .62 ad Figure 06: Normal P-P Plot of Affective Commitment 63 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 an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 50 Jaros, S (2007) Meyer and Allen model of organizational commitment: Measurement issues The Icfai Journal of Organizational Behavior, 6(4), 7-25 t to ng Hair, J.F., Black, W.C., BaBin, B.J & Anderson, R.E (2010) Multivariate data analysis (7th hi ep ed.) London: Pearson Prentice-Hall Kandlousi, N S., Ali, A J., Abdollahi, A (2010) Organizational citizenship behavior in w n concern of communication satisfaction: The role of formal and informal lo ad communication International Journal of Business and Management, 5(10), 51-61 y th Kanter, R M (1968) Commitment and social organization: A study of commitment ju yi mechanisms in utopian communities American Sociological Review, 33, 499-517 pl ed.) New York: n (3rd ua al Keyton, J (2005) Communicating in groups: Building relationships for group effectiveness Oxford University Press Retrieved from ll fu ary/?view=usa n va http://global.oup.com/us/companion.websites/9780195183436/studentreso urces/gloss m oi Lan Anh (2013, 05 14) Lương nhân viên ngân hàng việt giảm mạnh http://cafebiz.vn manh-201305141104300336ca104.chn at nh Retrieved from http://cafebiz.vn/viec- lam/luong-nhan-vien- ngan-hang- viet-giam- z z ht vb Larson, J., Jr (1989) The dynamic interplay between employees: Feedback-seeking k Review, 14, 408-422 jm strategies and supervisor’s delivery of performance feedback Academy of Management gm l.c Matkar, Anil (2012) Cronbach’s alpha reliability coefficient for standard of customer service 95 om in Maharashtra state cooperative bank IUP Journal of Bank Management, 11(3), 89- an Lu Mathieu, J and Zajac, D (1990), A review of meta-analysis of the antecedents, correlates and ey Interdisciplinary Business Research, 5(5), 164-171 t re commitment on employees job performance "a study of meli bank" Institute of n Memari, N., Mahdieh, O., & Marnani, A B (2013) The impact of organizational va consequences of organizational commitment, Psychological Bulletin, 108(2), 171-94 Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 51 Meyer, J P., & Allen, N J (1984) Testing the "side-bet theory" of organizational commitment: Some methodological considerations Journal of Applied Psychology, t to 69(3), 372-378 ng hi Meyer, J P., & Allen, N J (1990) The measurement and antecedents of affective, ep continuance and normative commitment to the organization Journal of Occupational w Psychology, 63, 1-18 n lo ad Meyer, J P., & Allen, N J (1991) A three-component conceptualization of organizational ju y th commitment Human Resource Management Review, 1(1), 61-89 yi Meyer, J P., & Allen, N J (1997) Commitment in the workplace: Theory, research, and pl application Thousand Oaks, Calif: Sage Publications ua al Meyer, J P., Stanley, D J., Herscovitch, L., & Topolnytsky, L (2002) Affective, n n va continuance, and normative commitment to the organization: A meta-analysis of ll fu antecedents, correlates, and consequences Journal of Vocational Behavior, 61, 20-52 m oi Meyers, L.S., Gamst, Glen, & Guarino A.J (2006) Applied multivariate research: Design at nh and interpretation California: Saga Publications Inc z Mowday, R T., Porter, L W., & Steers, R M (1982) Employee-organization linkages : the z jm ht vb psychology of commitment, absenteeism, and turnover New York : Academic Press Mowday, Richard T., Richard M Steers, and Lyman W Porter (1979) The measurement of k l.c gm organizational commitment Journal of vocational behavior, 14, 224-247 Nancy, L L., Karen , C B., & George, A M (2005).SPSS for intermediate statistics: Use om and interpretation (2 ed.) London: Lawrence Eribaum Associates, Inc n ey t re organizational commitment Group & Organization Studies, 15(1), 44-52 va Putti, J M., Aryee, S., & Phua, J (1990) Communication relationship satisfaction and an Lu Peters, T., & Waterman, R (1982) In search of excellence New York: Harper & Row Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 52 Potvin, T C (1991) Employee organizational commitment: An examination of its relationship to communication satisfaction and evaluation of questionnaires designed t to to measure the construct Unpublished doctoral dissertation, University of Kansas, ng Lawrence, KS hi ep Ramaprasad, A (1983) On the definition of feedback.Behavioral Science, 26(1), 4-13 w n Redding, W C (1972) Communication within the organization: An interpretative review of lo ad theory and research New York: Industrial Communication Council y th Robbins SP (2001) Organizational Behavior, 9th ed NJ: Prentice Hall ju yi Sias, P M (2005) Workplace Relationship Quality and Employee Information Experiences pl n ua al Communication Studies, 56(4), 375- 395 Tabachnick, B.G., & Fidell, L.S (1991) Using multivariate statistics (3rd ed.) New York: n va Harper Collin ll fu Richard D Irwin oi m Thayer, L (1968) Communication and communication systems (p 144) Homewood: at nh Tucker, L R., & MacCallum, R C (1997) Exploratory factor analysis Unpublished z z manuscript, Ohio State University ht vb jm Varona, F (1996) Relationship between communication satisfaction and organizational k commitment in three guatemalan organizations The Journal of Business om l.c gm Communication, 33(2), 111-140 an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 53 APPENDIX A: ENGLISH QUESTIONNAIRE t to ng hi ep Dear Madam/Sir My name is Hoang Thi Kim Khanh I am a student of International school of Business University of Economic Ho Chi Minh city Currently, I am conducting a research “A relationship between communication satisfaction and affective commitment” Therefore, I make this survey to collect your valued idea I would appreciate your help if you spend a few minute to fill in this questionnaire All of yours answer are valuable for this research I commit that all of your information is used for this research only Everything that related to this research, please kindly contact my email goldbell1303@gmail.com Thank you very much! w n lo ad ju y th yi PART 1: AFFECTIVE COMMITMENT pl ua al Please kindly circling only 01 number n Rule: 1: totally disagree; agree; neutral; agree; totally agree ll oi m nh 2 2 3 3 4 4 5 5 at 5 z z vb k jm ht 1 1 fu I feel a strong sense of belonging to this organisation I feel “emotionally attached” to this organisation This organisation has a great deal of personal meaning for me I feel “part of the family” in this organisation I would be very happy to spend the rest of my career with this organisation I enjoy discussing my organisation with people outside it I really feel as if this organisation’s problems are my own I think I could easily become as attached to another organisation as I am to this one n va l.c gm PART 2: COMMUNICATION SATISFACTION om Part 2A: Please indicate how satisfied you are with the amount and/or quality of each kind of an Lu information by circling the appropriate number at the right Rule: very dissatisfied; satisfied; neutral; satisfied; very satisfied 2 2 3 3 4 4 5 5 ey 1 1 t re Information about how my job compares with others Information about how I am being judged Recognition of my efforts Reports on how problems in my job are being handled n va Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 54 Part 2B: Please indicate how satisfied you are with the following Rule: very dissatisfied; satisfied; neutral; satisfied; very satisfied t to ng hi ep Extent to which the organization's communication motivates and stimulates an enthusiasm for meeting its goals Extent to which the people in my organization have great ability as communicators Extent to which the organization's communication makes me identify with it or feel a vital part of it Extent to which I receive in time the information needed to my job Extent to which conflicts are handled appropriately through proper communication channels Extent to which the grapevine is active in our organization Extent to which horizontal communication with other organizational members is accurate and free flowing Extent to which communication practices are adaptable to emergencies Extent to which my work group is compatible Extent to which informal communication is active and accurate Extent to which my superiors know and understand the problems faced by subordinates Extent to which my supervisor listens and pays attention to me Extent to which my supervisor offers guidance for solving job related problems Extent to which my supervisor trusts me Extent to which my supervisor is open to ideas Extent to which the amount of supervision given me is about right yi 1 1 pl n ua al va 15 ju 12 13 14 5 y th 11 ad 10 lo 5 n w 4 4 5 5 ll m 1 1 oi at nh z 18 19 20 fu 17 3 3 5 n 16 2 2 2 2 3 3 4 4 5 5 z jm ht vb Personal information: k Kindly inform your gender: Female Male Kindly inform your age: lower than 18 18-25 26-33 34-40 higher than 40 How long have you been working in your current bank? Under year year or greater What’s your average income per month? Lower than 5.000.000 VND From 5.000.000VND to under 10.000.000VND From 10.000.000 to under 1.5000.000 VND 15.000.000 VND or greater What’s yout current position in your bank? Staff Supervisor Manager om l.c gm an Lu n va ey t re Thank you very much! Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 55 APPENDIX B: VIETNAMESE QUESTIONNAIRE t to ng hi ep Kính chào Chị/Anh, Tơi tên Hồng Thị Kim Khánh Tơi học viên Viện đào tạo quốc tế ISB- trường Đại học Kinh tế TP HCM Hiện nghiên cứu đề tài “Mối quan hệ thỏa mãn giao tiếp gắn kết với tổ chức nhân viên cơng ty”, đó, tơi tiến hành khảo sát nhằm tìm hiểu ý kiến Chị/Anh vấn đề Rất mong Chị/Anh bớt chút thời gian trả lời số câu hỏi Tất ý kiến Chị/Anh có giá trị nghiên cứu Tôi xin cam kết thông tin Chị/Anh bảo mật dùng với mục đích phục vụ nghiên cứu Mọi thông tin liên quan đến đề tài này, xin liên hệ địa email goldbell1303@gmail.com Xin chân thành cám ơn giúp đỡ Chị/Anh w n lo ad ju y th PHẦN 1: SỰ GẮN KẾT VỚI TỔ CHỨC yi pl Chị/Anh vui lòng chọn 01 số để thể ý kiến Hồn tồn đồng ý n ua al Quy ước: Hồn tồn khơng đồng ý; Khơng đồng ý; Khơng có ý kiến; Đồng ý; Tơi có cảm giác vơ phấn khởi làm việc cơng ty Tơi cảm thấy gắn bó với cơng ty Cơng ty có ý nghĩa lớn cá nhân Tôi cảm thấy thành viên thực cơng ty Tôi hạnh phúc dành quãng đường nghiệp sau để tiếp tục gắn bó với cơng ty Tơi thích nói cơng ty với người ngồi cơng ty tơi Tơi cảm thấy vấn đề khó khăn cơng ty vấn đề khó khăn tơi Tơi cảm thấy tơi dễ dàng gắn kết với công ty khác giống gắn bó với cơng ty n va ll fu 1 1 2 2 3 3 4 4 5 5 oi m at nh 5 z 5 k jm ht vb z gm PHẦN 2: SỰ THỎA MÃN TRONG GIAO TIẾP om lượng và/hoặc số lượng loại thông tin mà Chị/Anh nhận l.c Phần 2A: Chị/Anh vui lòng chọn 01 số thể mức độ hài lòng Chị/Anh chất Hoàn toàn đồng ý ey t re n 5 va Tơi hài lịng với thơng tin cách thức mà cấp so sánh công việc với đồng nghiệp khác Tơi hài lịng với thơng tin cách thức cấp đánh giá Tôi hài lịng với việc nỗ lực tơi ghi nhận Tơi hài lịng với báo cáo cách xử lý vấn đề xảy công việc tơi an Lu Quy ước: Hồn tồn khơng đồng ý; Khơng đồng ý; Khơng có ý kiến; Đồng ý; Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 56 Phần 2B: Chị/Anh vui lòng chọn 01 số để thể ý kiến Quy ước: Hồn tồn khơng đồng ý; Khơng đồng ý; Khơng có ý kiến; Đồng ý; Hoàn t to toàn đồng ý ng hi ep Việc giao tiếp thúc đẩy tơi hồn thành mục tiêu cơng việc Mọi người cơng ty có khả giao tiếp, truyền đạt thông tin tốt Việc giao tiếp giúp tơi cảm thấy phần công ty Tôi nhận thông tin cần thiết cho cơng việc lúc Mâu thuẫn công việc giải hợp lý thơng qua kênh giao tiếp thích hợp Tơi hài lịng với mức độ nhanh nhậy thơng tin ngồi lề 10 cơng ty Thơng tin trao đổi thành viên công ty xác 11 tự Trong tình khẩn cấp, việc trao đổi thông tin diễn 12 kịp thời để giải vấn đề 13 Các thành viên nhóm tơi phối hợp làm việc với tốt Kênh giao tiếp khơng thức (trao đổi ngịai cơng việc) nhanh nhậy 14 xác Cấp biết hiểu vấn đề mà cấp phải 15 giải 16 Cấp biết lắng nghe ý đến Cấp đưa dẫn để giải vấn đề 17 công việc 18 Cấp tin tưởng Cấp sẵn sàng tiếp thu ý tưởng công 19 việc 20 Tôi theo dõi (kiểm tra, giám sát) mức độ hợp lý 5 w n lo ad ju y th yi pl n ua al 5 n va ll fu oi m 5 at nh z 5 z jm ht vb 5 k Thông tin cá nhân: Vui lịng cho biết giới tính: Nữ Nam Vui lòng cho biết độ tuổi: dưới 18 18-25 26-33 34-40 trên 40 Vui lòng cho biết tính đến tại, anh chị làm việc Ngân hàng rồi? Dưới năm Từ năm trở lên Thu nhập trung bình hàng tháng anh chị? Dưới triệu Từ đến 10 triệu Từ 10 đến 15 triệu Từ 15 triệu trở lên 10 Vui lịng cho biết vị trí Chị/Anh Nhân viên Giám sát/Kiểm sóat viên Quản lí om l.c gm an Lu n va ey t re Rất cảm ơn Chị/Anh hòan thành khảo sát ! Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 57 APPENDIX C: LIST OF THE BANKS t to ng Name of the bank hi ep Eximbank transaction office ad Standard Charter Ho Chi Minh branch y th BIDV Ho Chi Minh branch ju yi lo ANZ Phu My Hung branch n w Eximbank Hoa Binh branch pl Sacombank Binh Tay branch al n ua Indovina Bank Head Office at nh Woori bank Ho Chi Minh branch oi z Hua Nan bank Ho Chi Minh branch z 12 Maritime bank Ho Chi Minh branch m 11 ll 10 Nam Viet Bank Card Centre fu n va Nam Viet Bank Head Office k jm ht vb om l.c gm an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 58 APPENDIX D: MEASUREMENT SCALE AND CODIFIED VARIABLES t to ng hi Name of variables Affective Commitment 01 Affective Commitment 02 Affective Commitment 03 ep Affective Commitment 04 Affective Commitment 05 w n lo Affective Commitment 06 ad ju y th Affective Commitment 07 Affective Commitment 08 yi Measure Scale Scale Scale Scale Scale Scale Scale Scale Scale Scale Scale Scale n va Scale ll fu Personal Feedback 05 n ua al Feedback 01 Feedback 02 Feedback 03 Feedback 04 pl Personal Personal Personal Personal Statement I feel a strong sense of belonging to this organization I feel “emotionally attached” to this organization This organization has a great deal of personal meaning for me I feel “part of the family” in this organization I would be very happy to spend the rest of my career with this organization I enjoy discussing my organization with people outside it I really feel as if this organization’s problems are my own I think I could easily become as attached to another organization as I am to this one Information about how my job compares with others Information about how I am being judged Recognition of my efforts Reports on how problems in my job are being handled Extent to which my superiors know and understand the problems faced by subordinates Extent to which the organization's communication motivates and stimulates an enthusiasm for meeting its goals Extent to which the people in my organization have great ability as communicators Extent to which the organization's communication makes me identify with it or feel a vital part of it Extent to which I receive in time the information needed to my job Extent to which conflicts are handled appropriately through proper communication channels Extent to which the grapevine is active in our organization Extent to which horizontal communication with other organizational members is accurate and free flowing Extent to which communication practices are adaptable to emergencies Extent to which my work group is compatible Extent to which informal communication is active and accurate Extent to which my supervisor listens and pays attention to me Extent to which my supervisor offers guidance for solving job related problems Scale oi m Communication Climate 01 nh Scale at Communication Climate 02 z Scale z Communication Climate 03 Scale ey Scale t re Scale n Scale Scale va Supervisory Communication 02 Scale an Lu Supervisory Communication 01 om Horizontal Communication 04 Horizontal Communication 05 Scale l.c Horizontal Communication 03 gm Horizontal Communication 02 Scale k Horizontal Communication 01 Scale jm Communication Climate 05 ht vb Communication Climate 04 Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks t to Supervisory Communication 03 Supervisory Communication 04 Supervisory Communication 05 ng AC hi ep PF w CC n lo HCinformal ju y th SC ad HCformal 59 yi Extent to which my supervisor trusts me Scale Extent to which my supervisor is open to ideas Scale Extent to which the amount of supervision given me Scale is about right Affective commitment Scale (Mean of Affective commitment 01 to 07) Personal feedback Scale (Mean of Personal Feedback to 4) Communication climate Scale (Mean of Communication climate 01,03,04,05) Horizontal informal communication Scale (Mean of Horizontal communication 01 and 05) Horizontal formal communication Scale (Mean of Horizontal communication 02,03,04) Supervisory communication Scale (Mean of Supervisory Communication 01 to 05) pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 60 APPENDIX E: RESULT OF ASSUMPTION TESTING AND REGRESSION t to Table 12: Model Summary ng Model Summaryb hi Model R R Square ep 541a Adjusted R Square 293 Std Error of the Estimate 277 Durbin-Watson 64870 2.053 w a Predictors: (Constant), SC, HCinformal, HCformal, CC, PF b Dependent Variable: AC n lo ad Table 13: ANOVA y th Sum of Squares 38.224 df ju Model ANOVAa 219 421 yi Mean Square 7.645 al Residual 92.157 ua pl Regression F Sig .000b 18.167 n Total 130.381 224 a Dependent Variable: AC b Predictors: (Constant), SC, HCinformal, HCformal, CC, PF n va ll fu oi m Table 14: Correlations at nh k jm ht vb gm SC 421 655 309 413 434 1.000 000 000 000 000 000 225 225 225 225 225 225 om an Lu n va ey t re N z Sig (1-tailed) z Pearson Correlation AC PF HCinformal HCformal CC SC AC PF HCinformal HCformal CC SC AC PF HCinformal HCformal CC SC CC 456 465 381 498 1.000 434 000 000 000 000 000 225 225 225 225 225 225 l.c Correlations AC PF HCinformal HCformal 1.000 346 203 408 346 1.000 297 403 203 297 1.000 356 408 403 356 1.000 456 465 381 498 421 655 309 413 000 001 000 000 000 000 001 000 000 000 000 000 000 000 000 000 000 000 000 000 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 225 Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 61 Table 15: Model Statistics Model Statistics t to Model ng Number of Predictors Model Fit statistics Ljung-Box Q(18) hi ep Stationary R- Statistics squared 363 13.944 Sig 17 671 w ACModel_1 DF Number of Outliers n lo ad Table 16: Coefficients ju y th Coefficients a Unstandardized Standardized Coefficients Coefficients yi Model t Sig pl Collinearity Statistics PF -.001 HCinformal HCformal -.045 191 Beta -.019 985 524 1.908 067 070 -.042 188 -.669 2.717 504 007 804 677 1.245 1.477 276 238 3.862 3.056 000 003 633 532 1.580 1.878 ll oi m at nh 082 081 fu a Dependent Variable: AC 002 -.001 n 317 247 3.193 VIF 074 va CC SC n Tolerance ua al (Constant) B Std Error 883 277 z z ht vb (where AC is dependent variable affective commitment; PF is personal feedback; k jm HCinformal is horizontal informal communication; HCformal is horizontal formal om l.c gm communication; CC is communication climate; SC is supervisory communication) an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 62 t to ng hi ep w n lo ad ju y th yi pl n ua al va n Figure 04: Overall regression plot ll fu oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re Figure 05: Histogram of Affective Commitment Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 63 t to ng hi ep w n lo ad ju y th yi pl n ua al n va fu ll Figure 06: Normal P-P Plot of Affective Commitment oi m at nh z z k jm ht vb om l.c gm an Lu n va ey t re Relationship between communication satisfaction and affective commitment – an empirical study in the Vietnamese banks 64 APPENDIX F: LIST OF TEN PARTICIPANTS IN THE PILOT STUDY t to Name of the participants ng hi ep Name of the bank Đàm Hoàng Oanh Eximbank transaction office Lục Thế Bảo Vietcombank Phu Tho branch Đặng Thị Thanh Nga Nguyễn Dương Nguyệt Minh Standard Charter Ho Chi Minh branch Nguyễn Trung Hậu BIDV Ho Chi Minh branch w ANZ Phu My Hung branch n lo ad ju y th Đoàn Vạn Hậu Nguyễn Ngọc Đan Thy Lương Ngọc Trâm Anh Maritime bank Ho Chi Minh branch n va Woori bank Ho Chi Minh branch n ll fu Hua Nan bank Ho Chi Minh branch oi m Phạm Thị Tuyết Mai ua Huỳnh Thị Hồng Nhung Nam Viet Bank Card Centre al 10 pl HSBC Ho Chi Minh yi at nh z z k jm ht vb om l.c gm an Lu n va ey t re
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