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

t to ng hi ep UNIVERSITY OF ECONOMICS HO CHI MINH CITY w International School of Business n lo ad ju y th yi pl n ua al Hong Phuong Nhi n va fu ll THE MODERATING EFFECT OF LOCUS OF oi m nh at CONTROL ON JOB STRESS-JOB SATISFACTION z z jm ht vb RELATIONSHIP: EVIDENCE FROM THE k BANKING INDUSTRY IN VIETNAM om l.c gm an Lu MASTER OF BUSINESS (Honours) n va ey t re th Ho Chi Minh City - Year 2016 t to ng hi ep UNIVERSITY OF ECONOMICS HO CHI MINH CITY w n International School of Business lo ad ju y th yi pl Hong Phuong Nhi n ua al va n THE MODERATING EFFECT OF LOCUS OF ll fu m oi CONTROL ON JOB STRESS-JOB SATISFACTION at nh z RELATIONSHIP: EVIDENCE FROM THE z vb k jm ht BANKING INDUSTRY IN VIETNAM om l.c gm ID: 22140033 n va SUPERVISOR: Dr Tran Phuong Thao an Lu MASTER OF BUSINESS (Honours) ey t re th Ho Chi Minh City - Year 2016 t to Table of content ng hi ep Introduction Literature review and hypothesis development w 2.1 Foundational theory n lo 2.2 Related review and hypothesis 10 ad y th Research method 20 ju 3.1 Procedure and sample 20 yi 3.2 Measurements 22 pl ua al Data analysis and results 23 4.1 Measurement validation 23 n n va 4.2 LOC as moderator of job stress - job satisfaction relationship: 25 ll fu 4.3 Common method variance 26 oi m 4.4 Hypothesis testing 27 nh 4.5 Discussion 32 at Conclusions 34 z z 5.1 Implications for theory and research 34 vb 5.2 Implications for managers 35 ht k jm 5.3 Conclusions 35 gm 5.4 Limitations and directions for future research 36 l.c Appendix Scale items 38 om Appendix Questionnaire English version 40 Appendix Questionnaire Vietnamese version (Bảng câu hỏi khảo sát) 43 an Lu References 48 n va ey t re th t to List of tables and figures ng hi ep Table : Literature review 17 Figure : Conceptual model 20 w n lo ad Table : Descriptive statistics 22 y th Table : Means, Cronbach alpha, and EFA loadings of items after deleting items 24 ju yi pl Table : Means, standard deviations, correlations and internal consistency al n ua reliabilities 28 va Table : Results of hierarchical regression testing moderating hypotheses for n fu ll whole sample 30 oi m at nh Table : Results of hierarchical regression testing moderating hypotheses for z two groups 31 z vb k jm ht Table : Results 32 om l.c gm an Lu n va ey t re th t to The moderating effect of locus of control on job stress-job satisfaction relationship: ng hi evidence from the banking industry in Vietnam ep Abstract w n lo ad This research aims to investigate the impact of locus of control on relationship between ju y th three dimensions of job stress (role ambiguity, role conflict and work overload) and job yi satisfaction in the banking industry in Vietnam This study also examines different levels pl ua al of job stress and job satisfaction of employees between state-owned banks and private n banks The hierarchical regression was conducted to examine the impact The results n va ll fu indicated that role conflict, work overload and locus of control had significantly negative oi m impact on job satisfaction The results also showed the moderating effect of locus of at nh control on the job stress – job satisfaction relationship in private banks z z k jm ht vb om l.c gm an Lu n va ey t re th Introduction t to Employees can be one of the most precious fortunes in firms While banking marrket ng has been growing faster and faster, bank employees have experienced job stress Job hi ep stress refers to any characteristics of working environment posing a threat to w individual (Caplan, Cobb & French, 1975) Malik (2011) indicates that the global n lo ad banking sector has experienced rapid and significant changes due to globalization, y th harsh competition Hence, such workplace seems to cause stress for bank employees ju yi Besides, a wide range of prior studies show that bank employees have experienced a pl n ua al high level of stress and low job satisfaction (Devi & Sharma, 2013; Bajpai & n va Srivastava, 2004; Karatepe & Aga, 2013) A study by Malik and Waheed (2010) also ll fu mentions this negative relationship between job stress and job satisfaction in banking m oi industry Other studies also indicate that bank employees are suffering from the issues nh of low wages, high turnover, and job insecurity among bank employees which may at z z lead to low job satisfaction (Springer, 2011; Belias, Koustelios, Sdrolias & Aspridis, vb ht 2015) Similar findings on the relationship between job stress and job satisfaction jm k could be seen in other industries (Behrman, 1984; Grefson & Wendell, 1994; Chiu, gm l.c Chien, Lin & Hsiao, 2005; Khattak, Ul-Ain & Iqbal, 2013) For example, Chen and om Silverthorne (2008) examine job stress in accountant firms Siegal (2000) investigates n a Lu three dimensions of job stress in software companies Moreover, Balogun and n va Olowodunoye (2012) confirm that job satisfaction significantly impacts on turnover y te re intention among bank employees Therefore, how to control job stress – job satisfaction relationship is one of key factors in human resources management In recent years, the Vietnamese banking industry has developed remarkably As reported by the National Financial Supervisory Commission (Ninh, 2016), the whole t to ng banking system has 35 local commercial banks, 55 foreign bank branches, comparing hi ep to the figure of commercial banks in 1986 (renovation stage) Since Vietnam joined in World trade organization (WTO) in 2007, banking market has become more and w n lo more competitive In response, bank employees have to make effort to achieve high ad ju y th target, provide good customer services and complete other tasks in a restricted time Ngoc (2016) argues that bank employees in recent years have been suffering from yi pl high target, position movement, work conditions changes, over workload, cutting ua al n wages and benefits, etc so they intend to quit job Moreover, it could be explained by va n the facts that in 2012 the Prime Minister approved Project 254 “Restructuring credit fu ll institutions system 2011-2015” to reduce the number of weak banks and improve the oi m at nh banking system’ soundness and safety Thus, this has caused significant changes in z policy and work conditions which led to high voluntary turnover rate Another z ht vb evidence given by Lan (2015) shows that an average turnover rate in banking sector in jm Vietnam reached to 15%, the highest level among several examined industries As k gm such, it could be conducted that bank employees in Vietnam have suffered from high l.c pressure, high level of stress and low satisfaction in recent years Consequently, om n stress (i.e role ambiguity, role conflict, and work overload) and job satisfaction in a Lu current research aims to examine the relationship between three dimensions of job n va In addition, a few researchers suppose that the job stress – job satisfaction relationship may depend on several individual personality characteristics, especially y te re Vietnam locus of control (Chen & Silverthorne, 2008; Martin, Thomas, Charles, Epitropaki & McNamara, 2005) Locus of control is defined as an individual’s beliefs about what t to ng determines whether or not they get reward in life (Rotter, 1966) Rotter classifies hi ep locus of control into external and internal locus of control Locus of control is still a new concept in Vietnam, but it has been explored in many studies all over the world w n lo (Rahim, 1996; Judge, Erez, Bono & Thoresen, 2003; Chiu, Chien, Lin & Hsiao, 2005; ad ju y th Lee, 2013) Perrewe (1986) proves that employees who have external locus of control suffer higher level of job stress and lower job satisfaction Those previous studies yi pl suggest that there can be the presence of locus of control as a moderator of job stress - ua al n job satisfaction relationship Recently, some Vietnam banks have been studying the va n moderating effect of locus of control on job stress – job satisfaction relationship to ll fu oi m manage human resources effectively nh In general, Vietnamese banking industry has developed notably during the past at z z few years and experienced many changes Because of these changes, bank employees vb ht have been suffering from high level of stress and low level of satisfaction Besides, jm k locus of control may impact the job stress - job satisfaction relationship and have been gm l.c studied by several researchers Current study aims to investigate locus of control as a om moderator of job stress - job satisfaction relationship in Vietnam banking industry a Lu Specifically, the study intends to examine the impact of role amibiguity, role conflict, n n va workload, locus of control on job satisfaction In addition, current research proposes y te re to compare the locus of control effect between private and state-owned banks Literature review and hypothesis development t to 2.1 Foundational theory ng Person–environment fit and person-organization fit theory hi ep This research applies person-environment (P-E) fit and person-organization (P-O) fit w n theory in analysing relationship between job stress and job satisfaction (Yang, Levine, lo ad Smith, Ispas & Rossi, 2008) P-O fit concerns the antecedents and consequences of y th ju suitability between people and the organizations where they work (Kristof, 1996) yi pl Person–job fit is other way to consider P-E fit for work situations and it contributes al n ua positively to variance in job attitudes It is stated that people are happier and more n va successful in their work environment when their personality matches features of the fu ll environment Low level of P-O fit may lead to job dissatisfaction, intention to leave, m oi and higher levels of stress Therefore, better fit between personal and organization as nh at well as personal and job can enhance job satisfaction and minimize job stress z z vb Social learning theory ht jm k The current study applies social learning theory of Rotter (1954) in studying gm l.c locus of control The main idea in Julian Rotter's social learning theory is that om personality represents an interaction of the individual with his or her environment a Lu Rotter (1966) defines locus of control as people’s cross-situational beliefs about what n n va determines whether or not they get reinforced in life Based on employee’s belief and y te re daily behaviour, an individual can be classified as internal locus of control or external locus of control According to the theory, individuals with internal locus of control believe in their own ability to control themselves and influence the world around them On the other hand, a person with a high external locus of control typically believes that personal outcomes depend on the environment (Rotter, 1990) People t to ng with different types of locus of control response differently to their environment This hi ep will be argued in next sections w 2.2 Related review and hypothesis n lo ad Job stress and job satisfaction ju y th According to Darmody and Smyth (2016), the individual is likely to experience yi occupational stress or job stress when the demands of the job exceed a person’s pl ua al abilities Job stress may refer to a dynamic condition in which the individual is n confronted with an opportunity, constraint or demand related to what he or she desires n va ll fu and for which the outcome is perceived to be both uncertain and important (Robbins, oi m as cited by George & K.A., 2015) or any characteristics of the job environment which nh pose a threat to the individual (Caplan, Cobb & French, 1975) Job stress is different at z from general stress because it is organization related (Montgomery, Blodgett, & z vb ht Barnes, 1996) The factors causing stress in a person are called stressors k jm gm Many studies have focused on two key role stressors: role conflict and role om l.c ambiguity (Coverman, 1989; O’Driscoll & Beehr, 2000; Siegall, 2000; Behrman, 1984) It is similar to the argument that organizational based antecedents of job n y te re stress has four dimensions: role conflict, role ambiguity, role overload and role va Fisher & Gitelson, 1983; Siegall, 2000) In addition, Rahim (1996) indicates that job n a Lu satisfaction are role ambiguity and role conflict (Van Sell, Brief &Schuler, 1981; insufficiency Most studies have included the dimension “role overload” along with role conflict and role ambiguity (Abraham, 1997; Hang-yue, Foley& Loi, 2005; Chiu, 10 Tơi hài lịng với cơng việc Hầu hết ngày, tơi nhiệt tình với cơng việc t to ng hi ep Tơi thích làm việc đa số đồng nghiệp khác mà biết Tôi phải làm việc với tốc độ nhanh Tơi khơng tìm thấy niềm vui công việc Khối lượng công việc không nặng nề 10 Tôi xem xét đảm nhận loại công việc khác w n lo Đối với phát biểu Anh/Chị vui lòng chọn câu trả lời anh chị đồng ý ad ju y th theo quy ước sau: (1= không bao giờ; = không bao giờ; = khi; = đôi yi khi, = thường xuyên; = thường xuyên; 7: luôn) pl al n ua Không Hầu Hiếm Đôi không khi Khá Rất Luôn thường thường xuyên xuyên va n 11 Tơi phải làm việc mà lẽ việc nên làm theo cách khác 12 Tơi biết xác người ta trơng đợi điều tơi 13 Tôi phân công công việc sức 14 Tơi phải làm động tác thừa cơng việc 15 Tơi làm việc với hai nhóm trở lên mà họ hoạt động khác 16 Tôi nhận yêu cầu từ hai người trở lên mà chúng khơng tương thích với 17 Tơi biết xếp thời gian cách phù hợp 18 Tơi làm việc có xu hướng số lượng người chấp nhận người khơng chấp nhận 19 Những việc cần làm giải thích rõ ràng 20 Tôi nhận phân công mà đủ nguồn lực tư liệu để tiến hành việc 21 Tơi cảm thấy chắn thẩm quyền 22 Tơi phải làm trái quy định sách để thực cơng việc phân cơng 23 Cơng việc tơi có mục đích mục tiêu rõ ràng, dự tính trước 24 Tơi biết rõ trách nhiệm ll fu oi m at nh z z ht vb k jm om l.c gm n a Lu n va y te re 44 Đối với phát biểu Anh/Chị vui lòng khoanh tròn số thể mức độ đồng ý theo quy ước sau: (1: Hoàn tồn khơng đồng ý; 6: Hồn tồn đồng ý) t to ng hi ep 25 Tơi xác định rõ xảy đời 26 Khi tơi đạt dược điều tơi muốn, thơng thường tơi làm việc vất vả cho điều 27 Cuộc đời tơi định hành động tơi w n 28 Đối với tôi, lúc khôn ngoan lên kế hoạch xa nhiều thứ tốt hay xấu may rủi 29 Những người giống tơi thường có hội bảo vệ sở thích cá nhân họ xung đột với nhóm gây áp lực mạnh mẽ 30 Ở phạm vi rộng hơn, đời chịu ảnh hưởng việc ngẫu nhiên 31 Tơi thường khơng có hội bảo vệ sở thích cá nhân tơi gặp việc không may 32 Khi đạt điều tơi muốn, thơng thường tơi may mắn 33 Tơi cảm thấy xảy đời định người có quyền 34 Mặc dù tơi có khả tốt, không giao trách nhiệm lãnh đạo không thỉnh cầu người vị trí quyền lực để đạt nguyện vọng lo ad ju y th yi pl n ua al n va ll fu oi m PHẦN 2: THÔNG TIN CÁ NHÂN: at nh Giới tính Anh/Chị: z z vb Nữ ht Nam k jm Từ 41 đến 50 l.c Từ 30 đến 40 Dưới 30 gm Vui lịng cho biết tuổi Anh/Chị thuộc nhóm ? Trên 50 om a Lu Bằng cấp chuyên môn Anh/Chị? n Đại học Trên Đại học n Trung cấp, Cao đẳng va PTTH Dưới năm 45 y te re Thời gian Anh/Chị làm việc ngân hàng? Từ đến năm t to Từ đến 10 năm ng hi Từ 10 năm trở lên ep Anh/Chị công tác Ngân hàng thuộc phân khúc nào? w n lo ad Ngân hàng quốc doanh (Agribank, Vietinbank, Vietcombank, BIDV, Ngân hàng y th ju Đại dương, Ngân hàng Xây dựng) yi pl Ngân hàng thương mại khác n ua al n va Anh/chị thuộc phòng ban ? ll fu Phòng dịch vụ khách hàng oi m at nh Phòng quan hệ khách hàng z z Khác: ht vb k jm Xin chân thành cảm ơn Anh/ Chị om l.c gm n a Lu n va y te re 46 Appendix EFA result for RC, RA, WO and LOC (d) mean deleted t to ng hi ep LOC_8 859 LOC_9 836 w 789 n LOC_6 lo ad LOC_10 y th LOC_5 782 ju 448 yi LOC_7 (d) 675 pl 818 role_conflict4 ua al role_conflict5 role_conflict3 669 role_conflict8 543 role_conflict1 541 role_conflict7 530 role_conflict2 (d) 414 n 707 n va ll fu oi m at nh z z role_ambiguity4 686 role_ambiguity1 605 role_ambiguity6 575 role_ambiguity3 552 ht 713 vb role_ambiguity2 k jm om l.c gm 602 413 47 y LOC_4 (d) te re work_overload1 n 707 va work_overload3 n 948 a Lu work_overload4 t to References ng hi ep Abraham, R (1997) Thinking styles as moderators of role stressor‐job satisfaction relationships Leadership & Organization Development Journal, 18(5), 236-243 w n lo ad Bajpai, N., & Srivastava, D (2004) Sectorial comparison of factors influencing job y th satisfaction in Indian banking sector Singapore Management Review, 26(2), 89- ju yi 99 pl al n ua Balogun, A G., & Olowodunoye, S A (2012) Psychological factors aspredictors of va turnover intention among employees of post-consolidation banks in Nigeria n fu ll European Scientific Journal, 8(20) oi m at nh Behrman, D N (1984) A role stress model of the performance and satisfaction of z industrial salespersons Journal of Marketing (pre-1986), 48(4), z ht vb jm Belias, D., Koustelios, A., Sdrolias, L., & Aspridis, G (2015) Job Satisfaction, Role k Conflict and Autonomy of employees in the Greek Banking Organization om l.c gm Procedia - 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