Factors affecting employees’ job satisfaction at shopee ha noi 2020

INTRODUCTION

Rationale

In an increasingly fierce business environment, every business tries to promote and maintain a competitive advantage to succeed in the market Competitive advantage is created by many factors including human resources Changes in the business world have proven that human resources will represent long-term and unique resources that create the company's competitive advantage in many modern businesses So the only long-term advantage is the people Each change in business environment conditions creates more pressure for companies to change and actively innovate with new technologies, new products and new services to meet the increasing requirements of customers line At the same time, the organization needs to attract, train and maintain the highest quality staff.

Human resources is a strong advantage, a key to success and a key factor to create the strength for businesses, it determines the success or failure of the company. Currently, one of the competitive factors among businesses is talent attraction. Attracting talent is important but retaining talent is even more difficult, especially in this period It is more urgent than ever to bring employee satisfaction.

Shopee Vietnam Company Limited is a 100% foreign-invested enterprise established in 2014 as an e-commerce company So far, the business has been in operation for 5 years and confirmed its reputation The company currently has about

200 employees and is still in the process of expanding With a well-trained staff of knowledge, skills and foreign languages, the company is growing and occupying a large market share in Vietnam's e-commerce.

For companies operating in this specific area, the human resource issue becomes even more important The company's staff must meet a lot of different standards in many different aspects such as: technical knowledge, market knowledge, foreign language skills, creativity, teamwork ability, the ability to work at high intensity under great pressure

In addition to the above requirements, in order to retain its workforce, the company has set a reasonable salary and other benefits such as voluntary insurance,long vacations, summer travel, year-end festival But recently, the number of employees applying to quit their jobs has been increasing This is a great damage that threatens the company's future development because in order to train these employees,the company must maintain ongoing training both before and during work, including training directly in Singapore.

The fact that employees leave the company due to many different reasons such as: working environment, nature of work, benefits and remuneration, compensation Finding the reason why employees are not happy crush with the company and thereby improve this situation is becoming increasingly urgent Because if not resolved early, the company will lose a key strategic workforce in the near future That is the scenario that no one expected.

Stemming from the importance of the issue mentioned above, I decided to choose the topic: "Factors affecting job satisfaction of employees at Shopee" as my graduation thesis.

Research objectives

Research projects are conducted with the following objectives:

- Identify factors affecting employee job satisfaction at Shopee Vietnam Co., Ltd.

- Measure the impact of each factor on employees’ job satisfaction level at Shopee Vietnam Co., Ltd

- Proposing solutions to improve employee job satisfaction at Shopee.

Research scope

- Research subject: all Shopee office staffs in Ha Noi

+ Location: the research scope of the topic is limited to Shopee Vietnam Co., Ltd at Lotte Tower, 54 Dao Tan, Cong Vi Ward, Ba Dinh District, Hanoi.

+ Time: researching and measuring the job satisfaction of employees at ShopeeVietnam Co., Ltd in the period from 2014 to 2019 and proposing solutions to improve the satisfaction level of Shopee Vietnam Co., Ltd Employee in the company.

Research questions

The thesis is built to answer these questions:

- What are the dimension and attributes for measuring employees’ job satisfaction in Shopee?

- What is the current situation of employees’ job satisfaction at Shopee?

- What are the suggestions that should be given to strengthen the employees’ job satisfaction at Shopee?

Research structure

Chapter 1: Overview of research related to the topic

Chapter 3: Theoretical framework on job satisfaction

Chapter 5: Some solutions to improve employees’ job satisfaction at ShopeeVietnam

THEORETICAL BACKGROUND ON EMPLOYEES’ JOB SATISFACTION

Overview of job satisfaction

There are many definitions of job satisfaction According to the Webster s Dictionary, job satisfaction is defined as an emotional state of an individual when assessed for a job, a positive response to a job or an attitude toward a job job. According to Hoppock (1935), some psychological or environmental factors can also make people feel satisfied with work Smith (1969) again perceived that job satisfaction is the feeling that an individual has for work This is one of the first definitions of job satisfaction and the most cited Vroom (1982) defines job satisfaction as an employee's affection for their current job Similarly, Schultz (1982) thinks that this is a psychological expression of people to work Siegal and Lance

(1984) simply stated that job satisfaction is an emotional response that shows how much people love their work Finally, Lofquist and Davis (1991) define job satisfaction as a positive personal emotional response to the work environment when personal needs are satisfied by the work environment.

Many definitions of job satisfaction have appeared in the past few decades, but most studies have shared the view that job satisfaction is a positive emotional response to work However, studies do not agree on what causes this feeling Wexley and Yukl

(1984) suggest that this is influenced by many factors including the nature of the individual and the nature of the job Satisfaction is the extent to which employees have positive feelings toward the organization's work Clearly this concept is very broad A person's job is more than simply passing letters, papers, waiting for customers, or driving The work always requires interaction with others; compliance with the organization's laws, regulations, and policies; achieve performance standards; living in a work environment that always does not work as expected This means that an employee's assessment of satisfaction or dissatisfaction with their work is a complex combination of many separate factors.

A person who has a high level of satisfaction with a job will have a positive attitude towards that job and vice versa The growing society makes an individual's work no longer monotonous but requires each employee to have new knowledge of other professions to meet the diversity of jobs That makes the study of employees’ job satisfaction at work more complicated than before.

For organizations, employee satisfaction affects every aspect of business operations including:

- The first is an increase in personnel productivity Employees who are satisfied with their work will have better attitude, behavior, dedication, dedication and proactive learning and development at work This increases the overall productivity of the company and helps the company achieve its goals

- The second is to maintain and stabilize the human resources in the company, satisfied employees will have a higher spirit of attachment to the business, less affected by outside offers In addition, employees will promote collective benefits because when they want to stick, they will "look after", "build" and "protect" their common home.

- The third is when employees are satisfied with their work, they will treat customers better and therefore customer satisfaction is also greater.

- The fourth is employees will communicate the company to the outside and that helps the company attract talents, build a good image in the eyes of customers and partners.

- The fifth is companies will save money for training new candidates and recruiting candidates

- The sixth is companies will minimize the mistakes in the working process as well as the process risks because employees are more responsible, more enthusiastic so they always try to do better their work

For employees, the satisfaction of employees at work not only helps them to be more attached to the business but also helps to strengthen their trust in the business.Employees will start to care about their work instead of worrying about other issues,they feel responsible for the organization and try to produce better results to gain appreciation from the company They will also deal with customers better and build strong relationships with them.

Review Satisfaction Theories

A Maslow's theory of needs is the culmination in identifying the natural needs of people in general So far, there has been no better alternative theory than this,although there are also many "candidates" who intend to replace it According to A.Maslow, the natural needs of people are divided into other levels to reflect its "basic" level of human existence and development.

Figure 1: Maslow’s Hierarchy of Needs

The lowest and most basic level is the physical or physical needs of the person including the need for food, clothing, etc The next level is the need for safety or the need to be protected Safety needs include safety of life and property security Higher than the need for security is the need for a relationship such as the relationship between people and people, the relationship between people and organizations or the relationship between people and nature People always have the need to love in attachment This level of need indicates that people have a need for communication to thrive Above this level is the need to be aware and respect This is the desire of people to receive the attention, care and respect from those around them and the desire to be an indispensable "link" in the system of social division of labor The fact that they are respected shows that every individual desires to be useful, so people often have the desire to have a high position to be respected by many people That need is the need for expression This is the desire and effort to achieve the desired People find themselves needing to do a job of their own accord and only when that job is done will they feel satisfied The demand theory arranges human needs from low to high Higher level needs will be satisfied when lower level needs are met.

Individual people or people in the organization primarily act on demand It is satisfying the need that pleases them and encourages them to take action At the same time, the need to be satisfied and maximized is the goal of human action.

In that way, the need becomes an important driver and the impact on individual needs changes people's behavior In other words, a leader or manager can control employee behavior by using tools or measures to influence their needs or expectations that make them more eager and hard-working with assigned tasks, more excited to perform the task and more dedicated to the task undertaken In the opposite case, not giving work to an employee is a way to reduce their enthusiasm and also a way for employees to understand that they need to find a job elsewhere when working.

Figure 2: The meaning of Maslow tower in practice

When it comes to job redesign, Frederick Herzberg was one of the earliest researchers Herberg started finding out factors that have influences on working satisfaction from the 1950s He introduced the framework for his theory following his survey of 200 accountants and engineers in which he sought the answer for what make them happy and unhappy in their personal work He published the result in 1959, along with the initial theory, and placed them in his book seven years later It was concluded that factors that are intrinsic to the content of the job itself are the reasons for the satisfaction of employees The table below shows the Herzberg’s two-factor theory:

Figure 3: Herzberg’s Two-factor Theory

Hygiene factors - Hygiene factors are very important when it comes to satisfaction at workplace In a long-term run, these factors do not bring positive outcome But if they are absented from workplace, then they lead to dissatisfaction In other words, hygiene factors make employees feel satisfied, only if they are being used reasonably These factors are extrinsic to work As these factors are necessary for avoiding dissatisfaction at work, they are also called maintenance factors A job environment can be described by these factors The hygiene factors stand for the physiological needs that are wanted and need to be fulfilled Hygiene factors include:

- Working conditions: The working conditions should be safe The work equipment should be well-maintained and fit for the job.

- Coworker relations: There should exist firm and acceptable relationships between peers in the same organization Conflicts should be highly avoided.

- Policies and rules: Companies should not provide policies that are too rigid.

They should be fair, clear, and informative.

- Supervisor quality: Superiors’ attitude and willingness to share information and knowledge.

- Wage: Employees should get a reasonable and deserving salary The company’s wage should be similar to that of other companies in the field.

Motivational factors: According to Herzberg, positive satisfaction comes from the motivational factors These factors are intrinsic to work They drive the employees for a stronger working result Employees are motivated to devote to the job, because they find the reward in doing it The motivator factors represent the psychological needs that are considered extra Motivational factors include:

- Sense of achievement: The employees should be able to have a sight what can they achieve from doing the job.

- Recognition: The employees should be praised and recognized for their accomplishments by the managers.

- Responsibility: The employees should feel responsible from ownership of their own work

- Work itself: If the work itself is boring and meaningless, then employees won’t have a strong will to complete it.

- Personal growth and promotional opportunities: Employees should have the chance to develop both personal and career growth when working in the company This will motivate them to perform better.

Herzberg once express his opinion that, extrinsic values only provide short-term motivation, so managers cannot just satisfy employees with good working conditions or better compensation The job on its own must deliver the attractiveness for employees to perform their best.

Unlike Maslow and Herzberg, Vroom does not focus on human needs but on results This theory revolves around three basic concepts (Kreitner & Kinicki, 2007) or three relationships (Robbins, 2007):

- Expectancy: is the belief that effort will lead to good results This concept is expressed through the relationship between effort (Effort) and result (Performance).

- Instrumentality: Is the belief that good results will lead to worthy rewards. This concept is expressed through the relationship between results (Performance) and rewards (Outcome / Rewards).

- Chemotherapy (Valence): An important level of reward for people who perform work This concept is expressed through the relationship between rewards (Outcome / Rewards) and personal goals (Personal goals).

Vroom said that employees are only encouraged when their perception of all three concepts or relationships is positive In other words, when they believe that their efforts will produce better results, that results will yield a reward that is meaningful and relevant to their individual goals.

Measurement of job satisfaction

To measure job satisfaction properly, one must have broad understanding of the construe to decide what direct factors to measure Considering the fact that there is no universally accepted definition of job satisfaction, likewise no exclusively accepted theory to give details, it is not surprising that there exist no single upon best way to measure job satisfaction The most fundamental forms of measurement might take into account an interview, a single-item measure, or workplace observation, but other researchers prefer in-depth survey instrument (Spector, 1997) The mainly cited survey instrument identified in the literature comprises the Job Descriptive Index (JDI), Job Satisfaction Survey (JSS) and Minnesota Satisfaction Questionnaire (MSQ).

Job Descriptive Index is the most extensively used tool in measuring job satisfaction in recent times by Smith, Kendall, and Hulin’s (1969) More than 50% of articles available in management related journal use Job Descriptive Index to measure job satisfaction level It is in this direction that Vroom’s (1964) concluded that —the Job Descriptive Index (JDI) is without doubt the most careful constructed measure of job satisfaction in existence today In connection with this, Job Descriptive Index (JDI) as a research instrument and diagnostic gauge; is widely used in business and government and its validity is also authentic (Smith et al., 1969) Job Descriptive Index seeks to measure employees’ satisfaction with their job in five dimensions, namely present job, present pay, supervision, opportunities for promotion and co- workers.

Job Satisfaction Survey (JSS) is commonly used by organisations in training and maintaining valuable staff The Job Satisfaction Survey targets nine aspects of job satisfaction including pay, promotion, benefits, supervision, operating procedures, co- workers, contingent rewards, nature of work, and communication designed to evaluate employees 4 attitude regarding specific facet of their job (Spector, 1985).

Minnesota Satisfaction Question was developed by Weiss, Dawis, England and Lofquist in 1967 It considers measuring particular facets of an employee^ satisfaction with his or her work, and it gives details on the rewarding aspect of a job than broad measures of job satisfaction According to Vocational Psychology Research

(2002), Minnesota satisfaction Questionnaire has extensively been used in 25 investigating client vocational needs in counseling follow-up studies and creating information regarding reinforcers in jobs.

Related research on job satisfaction

2.4.1 Research model of McKinsey & Company ( 2000 )

Figure 4: Research model of McKinsey & Company, 2000

2.4.2 Model of employees’ job satisfaction evaluation with organization at Lam

Pham Thi Ngoc (2007) offers a model of the basic factors that affect employee satisfaction at the organization in the Master's thesis in economics: “Assessing employee satisfaction level with organization in Lam Buu post office ”

The hypothesis suggests that there are 11 factors affecting the job satisfaction of employees at the organization: (1) Environment, working conditions; (2) Feeling of ownership of things of employees; (3) Self-expression of employees; (4) Salary and policy regime; (5) Opportunity for promotion; (6) A full appreciation of the work done; (7) Prospects and development of the post office; (8) Empathy with personal

RELATIONSHIPS matters; (9) Relationship between superiors and subordinates; (10) Justice in treatment; and (11) Training.

In 1946, a study about ten satisfactional factors was launched by Foreman Facts (the Labor Relations Institutes of New York), including:

- Full appreciation for work done: The company rewards and recognises employees for what they accomplish well In addition, part-time jobs are also rewarded.

- Feeling of being in on things: Employees’ roles are being recognised in the organization Co-workers are free to communicate, share information, debate ideas, and so on Not only that, managers listening to their opinions and consider them is much respected, and employees highly appreciate that.

- Sympathetic help on personal problems: Supervisors and managers are involved in the step of solving and overcoming problems with employees The relationship between both subordinates and seniors should be amicable and in harmony.

- Job security: Both the position of employees and the operation of company is stable and low-risk.

- Good wages and salaries: The employees should get the fair amount of salary as their contribution and effort Also, the basic salary they get should be equal to that of other companies in the same field.

- Interesting work: Tasks given to employees should be relevant to their skills and create opportunities for them to develop themselves.

- Promotion and growth opportunities: There are fair opportunities for each employee to get involved in tasks allowing them to develop themselves.

- Personal loyalty of managers: Employees should be evaluated equally and fairly Managers and superiors should also give feedback regularly to help employees finish the tasks with great results Moreover, they should always consider the rights of their subordinates.

- Good working conditions: Employees are ensured to work in a safe, appropriate, and comfortable working environment.

- Tactful discipline: Job descriptions, duties, and expectations should be defined clearly Not only that, the company’s policies should be fair and consistent, which can support the employees both in work and in motivation.

Respondents was asked to give their opinions on these dimensions by ranking them using a scale from 1 to 10, in which: 1 represented the most satisfactional influencing factor, and 10 was the opposite.

The results of this research support the idea that the most influencing factors are: full recognition and appreciation for work done, feeling of being involved, and sympathetic assist on personal issues However, this result changes between different researches that apply the theory Nonetheless, this model has been used in many fields of many different countries It is very useful when it comes to clarifying which factors affect employees’ job satisfaction most.

As the names imply, the Job Characteristics Model (JCM), and more specifically the Job Diagnostic Survey (JDS), were designed to evaluate and improve the jobs of those employed by others The primary purpose is to diagnose existing jobs and evaluate the effects of job changes on employees for outcomes such as motivation,productivity, and satisfaction (Hackman & Oldham, 1975) This approach focuses on the work of the job itself as opposed to other job design focused perspectives TheJCM is identified as one of the key employee motivation theories for organizations.The tenets of this approach are that the characteristics of a job lead to critical psychological states which lead to personal and work outcomes with each step being moderated by one’s need for growth The core job characteristics are skill variety, task identity, task significance, autonomy, and feedback Critical psychological states are experienced meaningfulness of work, experienced responsibility for outcomes or work, and knowledge of results Personal and work outcomes are high internal work motivation, high quality work performance, high satisfaction with work, and low absenteeism and turnover (Hackman & Oldham, 1975, 1976) While these characteristics were originally designed for the jobs of those employed by others, they also apply to the self-employed In particular, autonomy is identified as a primary motivator by entrepreneurs for creating their own venture (Kuratko, Hornsby, &Naffziger, 1997).

Proposed research model and hypothesis for employees’ job satisfaction

After discovering and analyzing some researches and theories related to the topic, the author chose the Herzberg’s two-factor theory, ten job factors of ForemanFacts, JDI, JSS, JDS model and McKinsey & Company research model to study employees’ job satisfaction at Shopee The reason is that these theories were four of the most convincing and were also used a lot by many researchers A proposed research model was constructed based on the theories reviewed above.

Figure 5: Model of employees’ job satisfaction in Shopee

The ten factors of this model can be measured by these variables:

Table 1: Factors and descriptive variables in the employees’ job satisfaction model of Shopee

WS1: I think that I rarely have to switch my work position

WS2: My position in Shopee is stable and I'm not worry about losing it

WS3: I feel that the company's business is going well

WC1: My working environment is good, and

WC2: Our working machineries are well maintained

WC3: My working time is flexible and it suits me well

AW1: My workflow is very clear AW2: I'm allowed to take part in the decision- making process of problems that are related to me

AW3: I have the right to choose the suitable tasks for me

Foreman Facts (1946) Herzberg (1959) JDS (Hackman

LS1: I am trusted and fully supported by my supervisors

LS2: My performance is recognized and evaluated regularly by my direct manager

LS3: I receive fair, constructive, and helpful criticizes

Herzberg (1959) Foreman Facts (1946) JDI (Smith et. Al., 1969 )

PT1: Company usually set up training courses for all employees

PT2: Training courses suit the capabilities of workers

PT3: I take responsibilities for challenging tasks after the courses

Herzberg (1959) Foreman Facts (1946) JDI (Smith et. Al., 1969 )

Policies and Rules PR1: The company provides a flexible policy Herzberg

PR2: The policy rules are clear and fair PR3: Employees' rights are being protected by these rules

(1959) Foreman Facts (1946) JDI (Smith et. Al., 1969 )

WI1: My daily tasks are not boring WI2: My job suits my capability WI3: My job is not repeated, and I can learn from it

BC1: The culture of my company suits me well BC2: I am proud of my company

BC3: Everyone assesses that my company is a good one

SB1: I receive a suitable salary for my position and contribution

SB2: My salary is enough to cover my living expenses

SB3: The company grands satisfying bonuses and benefits

Herzberg (1959) Foreman Facts (1946) JSS ( Spector,

CR1: Me and my peers help each other when there are problems

CR2: Working experiences are shared between colleagues

CR3: We often work as a team

Herzberg (1959) Foreman Facts (1946) JDI (Smith et. Al., 1969 ) JSS ( Spector,

- Work Steadiness: Work stability is not only about the steady position of the workers in the company, but also about how the performance result of the company comes out If the company does not make enough profit, the employees’ job might be at risk

H1: The higher the group of factors of work stability rated by employees, the higher their job satisfaction are

- Working Condition: Since workers in Shopee spent all their work hours in the office, providing them a suitable working condition is crucial, because it effects straight on their mental and physical health.

H2: The higher the group of factors of working condition rated by employees, the higher their job satisfaction are

- Independence at Work: Workers having the authorities to make decisions related to their work would feel much appreciated and responsible Since each worker know his/ her capabilities, they should know best which job would be suitable for them or not.

H3: The higher the group of factors of independence at work rated by employees, the higher their job satisfaction are

- Supervision: How the supervisors co-operate with their subordinates is essential in satisfying workers, since they are the one in charge of managing, evaluating, and supporting the work minors.

H4: The higher the group of factors of supervision rated by employees, the higher their job satisfaction are

- Training and Promotion: Not only does proper training help workers achieve better results, it also helps advancing the tasks that they received onto a higher, more challenging levels

H5: The higher the group of factors of training and promotion rated by employees, the higher their job satisfaction are

- Policies and Rules: Polices and Rules of an organization acts as a backbone for all activities This is what reflects on the workers’ rights, as well as keeps the work environment ethically healthy.

H6: The higher the group of factors of policies and rules rated by employees, the higher their job satisfaction are

- Work Itself: Herzberg (1972) mentioned that the work itself can influence work satisfaction For example, a dull, boring, repetitive job can lead to lost interest at work, which would slowly make workers feel less enthusiastic about their duties

H7: The higher the group of factors of work itself rated by employees, the higher their job satisfaction are

- Organizational Culture: An organizational culture should make the workers feel belonging, and proud of the company as well

H8: The higher the group of factors of organizational culture rated by employees, the higher their job satisfaction are

- Salaries and Benefits: The compensation policy of a company is always a top concern for every employee It is undeniable that salary has a strong impact on the workers’ satisfaction, because this affects their own life, and is a way to known if their contribution is recognized.

H9: The higher the group of factors of salaries and benefits rated by employees, the higher their job satisfaction are

- Colleague Relationships: The relationship between workers influents a lot on job satisfaction When co-workers have strong bonds, they can share with each other many things, including problems, knowledge, skills, etc., which can help make the work much easier.

H10: The higher the group of factors of colleague relationships rated by employees, the higher their job satisfaction are

Independent variables Hypothesis Content Expecte d

The higher the group of factors of work stability rated by employees, the higher their job satisfaction are

The higher the group of factors of working condition rated by employees, the higher their job satisfaction are

The higher the group of factors of independence at work rated by employees, the higher their job satisfaction are

The higher the group of factors of supervision rated by employees, the higher their job satisfaction are

The higher the group of factors of training and promotion rated by employees, the higher their job satisfaction are

The higher the group of factors of policies and rules rated by employees, the higher their job satisfaction are

The higher the group of factors of work itself rated by employees, the higher their job satisfaction are

The higher the group of factors of organizational culture rated by employees, the higher their job satisfaction are

The higher the group of factors of salaries and benefits rated by employees, the higher their job satisfaction are

The higher the group of factors of colleague relationships rated by employees, the higher their job satisfaction are (+)

RESEARCH METHODOLOGY

Research process

Methods of data collection

- Documents about personnel fluctuation of the company in the period from 2014 to 2019.

- Documents about the company's compensation regime from 2014 to 2019.

- Secondary data collected from scientific researches on satisfaction measurement issues through the press, internet

- A number of graduate and master thesis, research topics on satisfaction measurement to supplement the theoretical basis.

- Consult experts: using expert interview methods such as: Corporate governance, instructors of National Economics University.

- Obtained from both surveys and in-depth interviews.

Objective: The intention of the in-depth interviews was to get the clearer perception of managers as well as the opinions of the employees on job satisfaction in Shopee.

Method: The interviews would be done as face-to-face conversations between the author and the interviewees.

Interviewees: Participants were people working for Shopee, including both managerial and staff positions:

- Mrs Nguyen Lan Anh – Manager of Business and Development department

- Mr Tung – An employee in Seller Relation team

Objective: The surveys were done with the expectation of collecting the employees’ opinions on the components that could satisfy them when they are working in Shopee.

Respondent: Office employees of the company (not including human resources personnel)

Sample size: The population were employees that were working for Shopee The sample size is 200 office employees

Sampling method: This research uses a convenient sampling method After filtering the not suitable data, the sample size were 190 usable results.

Measurement: The author used the Likert Scale which ranges from 1 to 5, in which:

Questionnaires design: There are three main parts in the survey questionnaires The first part collects the employees’ personal information, the second one is about their opinions on the job satisfaction factors, and the last one is a general assessment and feelings of employees when working in Shopee Viet Nam.

Methods of data analysis

- Use SPSS 20 software to analyze collected data.

+ Check the reliability of the scale by Cronbach’s Alpha test for each observed variable in each factor The factors after testing if having Cronbach’s Alpha coefficient will be compared in the table:

0.6 - 0.7: usable if the measurement concept is new.

Thus, if any factor has an Alpha coefficient less than 0.6, then it is rejected

+ Exploratory Factor Analysis (EFA): Both statistic value KMO and Eigenvalue were used by the author The results that are higher than 0.5 is suitable for KMO, and for Eigenvalue, results that are smaller than 1 would be removed from the model At the same time, the Total Variance Explained Criteria must be higher than 50% The author also applied the Factor Loading and Varimax rotation in this thesis.

+ For the testing correlation process, the author used the P-value (0.05), and it would be compared with the sigma values of all factors Factors that had the sigma values higher than 0.05 would be removed from the model, since there is no existence of correlation between them and the dependent factor.

+ Both the T-test and ANOVA analysis were used to create the regression equation of employees’ job satisfaction R square ought to be higher than 0.4, and the sigma values of all independent factor should be lower than 0.05. Factors that did not support this condition would be removed from the equation.

At the same time, the multicollinearity of the model would be tested using VIF.

EMPLOYEES’ JOB SATISFACTION

Introduction of Shopee

Shopee is a Singaporean e-commerce platform headquartered under the Sea

Group (previously known as Garena), which was founded in 2009 by Forrest Li. Shopee first launched in Singapore in 2015, and since expanded its reach to Malaysia, Thailand, Taiwan, Indonesia, Vietnam and the Philippines It serves users in Southeast Asia and Taiwan to buy and sell products online Due to the mobile and social element built within the concept, Shopee was described as one of the “5 disruptive ecommerce startups we saw in 2015” by Tech In Asia.

4.1.1.1 General information of SHOPEE CO.,LTD

- Main office: 28th Floor, Lotte Center Hanoi, No 54 Lieu Giai Street, Cong Vi

Ward, Ba Dinh District, Hanoi

4.1.1.2 History and development of Shopee:

Shopee, a Sea company, was first launched in Singapore in 2015 Sea's mission is to better the lives of consumers and small businesses with technology, and is listed on the NYSE under the symbol SE Shopee is creating convenience for Greater Southeast Asians and is the leading e-commerce platform in Southeast Asia and Taiwan It is a platform tailored for the region, providing customers with an easy, secure and fast online shopping experience through strong payment and logistical support Shopee aims to continually enhance its platform and become the region’s e- commerce destination of choice Shopee has a wide selection of product categories ranging from consumer electronics to home & living, health & beauty, baby & toys, fashion and fitness equipment.

Soon after, the app-based platform launched a website to rival other fast

To differentiate itself, Shopee offers online shopping security through its own escrow service called “Shopee Guarantee”, where it withholds payment to sellers until buyers have received their orders.

On 3 September 2019, Shopee officially opened its new six-storey regional headquarters at Singapore Science Park The new building has 244,000 sq ft of space, which can accommodate 3,000 employees and is six times larger than the previous headquarters at Ascent Building By doing so, it strengthens its push into the digital economy.

The Shopee team believes in the transformative power of technology and wants to change the world for the better by providing a platform to connect buyers and sellers in one community As shopping on mobile devices becomes the new norm, Shopee aims to continuously enhance its platform to deliver a seamless and enjoyable shopping experience for all users and be the region’s e-commerce platform of choice. Shopee stays true to core values of We serve, We adapt, We run, We commit and We stay humble.

Different from Amazon, eBay and other shopping platforms, Shopee is a mobile social shopping platform, and it conforms to the global e-commerce trend of mobile e- commerce According to surveys, more than 51% of online shopping people in Southeast Asia like to shop through social media In Thailand, for example, about 71% of smart phone users shop once on average two months As I known, PayPal and Facebook started to explore the commercialization of social media Shopee takes

“social” as the starting point, and takes socially-minded women as its main users to quickly enter the mobile e-commerce market, attract large numbers of users through mainstream social media in a short period of time, and compatible feature settings with strong social attributes such as one-click sharing, chat comments, and fan resumption.

At present, 60%-70% of users of Shopee are young female.

In December 2015, Shopee University held its first session in Taiwan Today, around 70k sellers across all markets have benefited from these sessions.

As of 2016, Shopee made a remarkable achievement With more than US$1.3 billion in GMV, the daily volume reached more than 200,000 More than 2,000 employees are located in different countries and regions, and Shopee launched in 7 countries and regions.

In June 2017, Shopee Mall was launched in Taiwan Shopee now have more than 11,000 sellers in our 7 markets.

In 2018, Gross Merchandise Value (GMV) hit US$10 billion with over 600 million transactions on the platform.

In May 2018, Shopee launched our first Super Brand Day in Indonesia with P&G as company’s partner Since then, Shopee has organised 70 Super Brand Days around the region.444

In November 2018, Shopee announced their first regional brand ambassador, BLACKPINK, for their 12.12 Birthday Sale.

In mid-August 2019, Shopee announced the global football icon, Cristiano Ronaldo, as its newest brand ambassador in Southeast Asia and Taiwan He will work with Shopee on a wide range of activities in the region, starting with Shopee’s signature annual shopping event, 9.9 Super Shopping Day.

According to statistics, Shopee ranks first in Taiwan and Indonesia in mobile shopping apps In Singapore and Malaysia, Shopee ranks in the top five and comes second in Thailand.

4.1.2 Business model and organizational structure:

Shopee first started as primarily a consumer-to-consumer (C2C) marketplace but has since moved into both a C2C and business-to-consumer (B2C) hybrid model.

As compared to its competitors, Shopee does not charge sellers fees/commissions and listing fees

It also operates as an asset-light marketplace wherein Shopee does not hold any inventory or warehousing and relies on third parties for logistics capabilities Shopee partners with over 70 courier service providers across its markets to provide logistical support for its users In Singapore, it collaborated with logistics startup, NinjaVan, for item pickup and delivery Other delivery partners in the region include Pos Malaysia and Pos Indonesia.

4.1.2.1 Current difficulties and problems of Shopee:

As a growing startup company, human resource development is necessary. However, with a number of specific jobs that are repeated without specialized knowledge, some employees become depressed and quit Moreover, the company needs to find more highly specialized employees, however, the salary and bonus do not really attract talented people For employees in the company, Shopee does not really have good policies and benefits to encourage employees to contribute to the job.

4.1.2.2 Organizational structure and functions of Shopee:

Figure 8: Departmental diagram of Shopee

WA, FA MA, MS, SO,SR

Their main role is to attend meetings and discuss whatever is on the agenda to ensure the directors do not go beyond their powers – and provide shareholders' consent where required.

They was empowered to control all matters of civil or military government or revenues The board was given full access to the company's records.

They manage, represent and supervise so as to ensure that the Company fulfils its corporate objectives, while seeking to protect the Company’s general interests and create value for the benefit of all the shareholders.

This department of a company is responsible for smooth and profitable production The operation department is divided into small branches such as Listings, Warehouse, Logistics, Operation solution, customer service and dispute, payment, voucher creator, frad and PMO for the purpose of keeping the business running efficiently, ensuring overall quality, timeliness in delivery.

+ BD is divided into 4 categories: FMCG, ELHA, Lifestyle and Fashion In particular, the Fashion segment consists of three small groups: WA-FA, Bags and watches and MA-MS-SO-SR The mission of this department is to take care of the sellers, create a campaign to help the seller develop the business, increase sales on Shopee.

+ Marketing department: reach out to prospects, customers, investors and/or the community, while creating an overarching image that represents your company in a positive light The small departments of marketing will split up activities in different tasks: Defining and managing Shopee brand, Conducting campaign management for marketing initiatives, Producing marketing and promotional materials, Creating content providing search engine optimization for Shopee website, Monitoring and managing social media, Producing internal communications, Serving as media liaison, Conducting customer and market research, Overseeing outside vendors and agencies.

Analysis on Respondents’ profile

The author collected 190 usable results for this research, and the chart below will show the distribution between two genders:

Table 3: Employees’ gender distribution Gender Number (people) Percentage (%)

The table above shows that female workers make up 86% of the labor force. However, the proportion of male labor only accounts for about 14% of the total. The reason behind this big difference is due to the nature of the work In the e- commerce segment, most employees will be women because they have to work and negotiate directly with vendors as well as customers Therefore, the nature of work will require the ingenuity and sharpness of women The remaining 27 male employees will work in IT and financial work.

The author divided the workers’ age distribution into 5 different groups, from 18 to 25, from 26 to 30, from 31 to 35, from 36 to 40, and from 40 to above. The chart below will illustrate these categories:

As can be seen from the table, ranked first is the group 26 - 30 with 73 people, followed by the group 18 - 25 with 64 employees The remaining three groups slow down with the trend of higher age - fewer people, with 28 for 31 - 35,

17 for 36 - 40 and only 8 employees greater than 40 Because the labor market is mainly in 20 years old, this is the group the company is targeting.

This research’s target respondents were the workers, so their education would vary from secondary school to college and university diploma The diversity of employees’ education background is shown below:

The table above provides information on the educational background of workers at Shopee More than half of the staff (143 people) graduated from university and college, accounting for 75% Second is the high school graduation group, with 41 members and accounting for 22% And finally the junior high school graduates, only 6 people Shopee workers need a lot of professional knowledge and experience Moreover, college and university graduates in Vietnam often like to work in the office Therefore, most of the company's employees are highly educated people

4.2.4 Employees divided by working experience in the company

The author divided the working experience of workers in Shopee into four groups: lower than 6 months, from 6 months to 1 years, from 1 to 3 years, and higher than 3 years These groups are illustrated in the following chart:

Table 6: Employees’ working experience in Shopee

Figure 12: Employees’ working experience in Shopee

As can be seen from the table, the dominant group is the group with employees working in the company from 6 months to 1 year The number of new employees who have worked for less than six months is 65 Meanwhile, 30 employees have contributed to the company for 1 to 3 years and only 12 employees have been in the company for more than 3 years This is a strong proof of the high labor turnover rate in the company since many employees don't really stay more than 3 years.

Analyzing job satisfaction in Shopee

4.3.1.1 Reliability analysis of job satisfaction

The author built the main section of the survey using the Likert Scale for measuring, and test the reliability of the scale with Cronbach’s Alpha Not only does this help checking the consistency of data, but it can also evaluate the confidence level of the scale For this method, the Cronbach’s Alpha index should be higher than 0.6, and the Corrected Item - Total Correlation should be higher than 0.3.

The following table shows the result of testing the reliability of job satisfaction with three items:

Table 7: Cronbach’s Alpha index of employees’ job satisfaction

Reliability Statistics Cronbach's Alpha N of Items

Item-Total Statistics Scale Mean if

Scale Variance if Item Deleted

Cronbach's Alpha if Item Deleted

From the Cronbach’s Alpha result, we can see that the Cronbach’s Alpha index of the dependent variable is 0.786, which is higher than 0.6 The result for corrected item-total correlation of JS1, JS2, and JS3 are 0.593, 0.652, and 0.636, which are higher than 0.3 Compare to the given conditions, these results prove that the variables used to measure job satisfaction are reliable.

4.3.1.2 Reliability analysis of factors influencing job satisfaction of employees Table 8: Cronbach’s Alpha and Corrected item-total correlation of factors influencing job satisfaction of employees

Variables Corrected item-total correlation

From the table, it can be seen that the Cronbach’s Alpha results for Policies and Rules is 0.701, Supervision is 0.778, Independence at Work is 0.745, Working Condition is 0.748, and Working Steadiness is 0.758 They are all higher than 0.7, and can be considered as high reliability factors At the same time, the results of corrected item-total correlation for each variable are all higher than 0.3.

Other factors have lower Cronbach’s Alpha results compared to the four above ones, but they are all higher than 0.6, which satisfies the condition for reliability All variables of these factors also have the corrected item-total correlation indexes that are higher than 0.3 Therefore, we can conclude that the confident level for reliability has been met for all factors, and the author decided to not remove any variables for the upcoming tests.

Exploratory Factors Analysis is a method used to re-arrange and reduce the independent variables The author decided to use this technique to analyze and regroup the factor influencing job satisfaction of employees in Shopee This research has 30 in dependent variables that can be used for the test There are some conditions for this test:

Table 9: Conditions of the Exploratory Factors Analysis

Bartlett’s Test Sigma < 0.5 Eigen value > 1 Factor loading > 0.5 Communality no less than 0.5 Total variance > 50%

First, to test the suitability of data, the author used the Bartlett’s Test Here is the result:

Table 10: KMO and Bartlett’s Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy 0.666

As can be seen from the results, the KMO index is 0.666, which satisfy the condition of higher than 0.5 At the same time, the Sigma value is lower than 0.5, so it can be concluded that all conditions are satisfied This result proves that the dependent variables of this research do affect job satisfaction of employees in Shopee, there are connections between them, and this research is suitable for further analysis.

It is shown from the Communalities table that the Extraction for each variable is greater than 0.5 The highest is 0.826 and the lowest is 0.540 Therefore, the condition for Communalities has been met This result is shown in the table below:

The total extracted variance of the research is 70.022 This result satisfies the condition of greater value than 50%, so, it can be considered that the Factor Analysis is appropriate Also, this result indicates that 70.022% of the variation of the variables can be explained by the 10 factors in the model This result is listed in the Total Variables Explained table in Appendices 3.

According the above table, there can be seen a new arrangement of the research model.

The author used Pearson's Correlation analysis to avoid the problem of close linear correlation between variables Variables with a Sigma value higher than 0.05 will be removed from the model Results can be seen in the Appendices Ten independent variables and one dependent variable were used in this experiment As shown in the results table, the Sigma index of most variables is 0,000, except Training and Promotion is 0.001 (satisfied with the condition) and Colleague relationship is 0.090 (not satisfied with the to sue) At the same time, Pearson Correlation's Colleague Relations figure is much lower than the other nine factors. The author removes the above variable Therefore, it can be concluded that nine other factors, except Colleague Relationship, are correlated with the dependent variable.

As stated from the previous analysis, the author decided to run the Regression analysis with the dependent variable and nine independent variables. Colleague Relationship was removed from this analysis, since it did not satisfy the conditions for Correlation The result of the processed data is:

Std Error of the Estimate

1 752 a 565 543 36534 1.713 a Predictors: (Constant), SBCHUNG, IWCHUNG, WCCHUNG, PTCHUNG, WICHUNG, OCCHUNG, PRCHUNG, WSCHUNG, LSCHUNG

The model summary table provide that the R Square value is 0.565 This figure shows that 56.5% of the variability of the dependent factor is explained by the nine independent factors used in this analysis.

Total 55.228 189 a Dependent Variable: JSCHUNG b Predictors: (Constant), SBCHUNG, IWCHUNG, WCCHUNG, PTCHUNG, WICHUNG, OCCHUNG, PRCHUNG, SWCHUNG, LSCHUNG

The Sigma value, as can be seen from the result, is 0.000, and is lower than the p-value Therefore, it can be concluded that the changes of the dependent variable can be explained by this group of independent variables.

B Std Error Beta Tolerance VIF

As can be seen from the table, the VIF results of all factors range from 1.118 to 1.394, so multicollinearity does not exist in this model However, some of the factors have the Sigma value higher than the p-value: Promotion and Training

(0.717), Work Itself (0.079), and Organizational Culture (0.766) These factors, as a result, are considered insignificant in this thesis's model Other factors which have the Sigma value lower than 0.05, are considered significant.

Independent variables Hypothesis Content B Sig Comment

The higher the group of factors of work stability rated by employees, the higher their job satisfaction are

The higher the group of factors of working condition rated by employees, the higher their job satisfaction are

The higher the group of factors of independence at work rated by employees, the higher their job satisfaction are

The higher the group of factors of supervision rated by employees, the higher their job satisfaction are

The higher the group of factors of training and promotion rated by employees, the higher their job satisfaction are

The higher the group of factors of policies and rules rated by employees, the higher their job satisfaction are

Work Itself H7 The higher the group of factors of

.116 079 Unsupporte d employees, the higher their job satisfaction are

The higher the group of factors of organizational culture rated by employees, the higher their job satisfaction are

The higher the group of factors of salaries and benefits rated by employees, the higher their job satisfaction are

Through the numerous analyses and tests, the model shift from having ten factors to six factors, and they are: Working Steadiness, Working Condition, Independence at Work, Policies and Rules, Salaries and Benefits, and Supervision. Since the coefficients of these factors are all positive, they share the same direction when using in this model From these results and the face to face interview answers, the author gave some comments on each factor:

The coefficient for this factor is the highest in the equation (0.487), which means that it has the strongest impact of all the factors In fact, if Shopee wants to improve employee job satisfaction, they will need to focus the most on employee salaries and benefits According to company policy, employees can receive a monthly bonus if they meet and exceed the target Mr Tung, an employee of the business development department, said that this award helps him pay for some utilities and utilities Currently, there are many strong competitors in the field of good welfare, many employees unhappy with the company will always find opportunities to jump into better opportunities This is why the percentage of new entrants in the company and the company's labor turnover rate are increasing significantly.

Current situation of employees’ job satisfaction in Shopee

From the results of the analysis, Shopee is proving the satisfaction of the job of a decent worker Satisfaction level is mainly influenced by six factors in the final regression equation In addition, from the results of the Regression Analysis, the order of the factors from most affects at least:

Figure 13: Means of factors in the model

As can be seen from the chart, mean of workers' job satisfaction is 3.22 This number provides that, even though there are still issues, the level of job satisfaction in the company is actually quite well All factors have the mean indexes varies from the lowest of 2.74 (Independence at Work) to the highest of 3.16 (Policies and Rules).

4.4.1 Evaluation of Salaries and Benefits

From the collected data, the author has summarized the mean indexes of the factor Salaries and Benefits, and its explaining variables, in the following table:

Table 17 : Employees’ perception on Salaries and Benefits

SB1 I receive a suitable salary for my position and contribution

SB2 My salary is enough to cover my living expenses 2.00 4.00 588 2.93

SB3 The company grands satisfying bonuses and benefits

Overall, employees at Shopee are satisfied with their salaries The mean of the factor lies at 2.93, which is a bit lower than the average.

SB1 “I receive a suitable salary for my position and contribution” scored 3.42 for its mean, which is really high This interpreted that how much the company pay its workers is worthy In contrast, SB3 “The company grands satisfying bonuses and benefits” mean index is 2.45, which is lower than the average.

Therefore, Shopee should focus on enhancing the bonus and rewarding policies

Vietnamese people have the social norm of wanting everything to be stable and long lasting Nowadays, many people pay a lot of attention on the stability of the job to decide whether if they should contribute their best to the company The results of Work Steadiness at Shopee are shown below:

Table 18: Employees’ perception on Work Steadiness

WS1 I think that I rarely have to switch my work position 2.00 5.00 724 3.71

WS2 My position in Shopee is stable and I'm not worry about losing it

WS3 I feel that the company's business is going well 1.00 4.00 693 2.34

As can be seen from the table, the mean of Work Steadiness is at 2.98. Highest mean between the explanatory variables belongs to WS1, which means the company is doing a good job at keeping each employee focus on their work position However, WS3 “I feel that the company's business is going well” only has the mean index of 2.34, provide that workers are having a negative feeling over the operational results of the company This can be understandable, as the company’s business reflects on the employees’ bonuses, and they are also not satisfied with the company’s bonuses at the moment

From the Regression Analysis result, Working Condition is considered one of the factors that influence their job satisfaction at Shopee The mean results of this factor and its explaining variables are:

Table 19 : Employees’ perception on Working Condition

WC1 My working environment is good, and I'm equipped with full facilities

WC2 Our working machineries are well maintained 2.00 4.00 674 2.99

WC3 My working time is flexible and it suits me well

It is clear that the mean of Working Condition, which is 3.09, is the second highest in the six factors of the model This can be interpreted as Shopee has been focusing on improving the condition of workplace From the result table, it can be seen that WC1 “My working environment is good, and I'm equipped with full facilities” has the highest mean between the three factors (3.75), which point out that the workers are currently satisfied with how the company provides a nice working place and equipment that can support them finish their tasks.

However, the lowest result between the three variables belong to WC3, which relates to the work schedule of employees Workers might find their working time non-flexible, which sometimes can lead to lack of comfort Therefore, the company should consider loosen up on the working timetable of employees.

How the supervisors work with their subordinates influences a lot on the satisfactional aspect They are the one that push the mood of employees when there are hardships and struggling In this research, the author used three variables to explain this factor The mean indexes are:

Table 20 : Employees’ perception on Supervision

LS1 I am trusted and fully supported by my supervisors

LS2 My performance is recognized and evaluated regularly by my direct manager

LS3 I receive fair, constructive, and helpful criticizes 3.00 5.00 740 3.75

The data sheet illustrates the current situation in terms of Supervision The average value of the coefficient is 3.0 However, the highest and lowest means for variables have a great distance It can be seen that Supervisors do not support much in practical tasks However, they can provide powerful, useful feedback This is easily explained because supervisors are often assigned by the director to other tasks, so they often cannot help each employee.

4.4.5 Evaluation of Policies and Rules

The company's policies and rules will help the organization to operate more strongly and smoothly Policies and rules can be considered a great tool for employee satisfaction The table below shows the average result of the policy and factor rules and its explanatory variables

Table 21: Employees’ perception on Policies and Rules

Items Explanation Minimum Maximum Std.

PR1 The company provides a flexible policy

PR2 The policy rules are clear and fair

PR3 Employees' rights are being protected by these rules 2.00 5.00 713 3.58

The mean results of the factor Policies and Rules indicate that Shopee is actually doing a fair job at keeping the policies clear, easy to follow, and especially effective at supporting employees’ rights However, this policy system is still not very flexible, as PR1’s mean is only 2.73 There might be situations that the policies and rules of the company cannot be applied, or applying it can cause negative effect.

4.4.6 Evaluation of Independence at Work

Independence at Work is all about having the opportunities to make decisions related to your work The mean indexes of this factor are:

Table 22: Employees’ perception on Independence at Work

Items Explanation Minimum Maximum Std.

IW1 My workflow is very clear 2.00 5.00 604 3.38

IW2 I'm allowed to take part in the decision-making process of problems that are related to me

IW3 I have the right to choose the suitable tasks for me 1.00 4.00 682 2.16

From this table, it can be seen that there is a huge gap between the mean indexes of IW1 (3.38) and IW3 (2.16), whereas IW2 is quite low (2.69) and stay in the middle Because of the nature of work that does not require any complicated procedures, employees of Shopee can understand the workflow easily However,when it comes to choosing the suitable tasks related to skills and capacity, workers don’t have much choice, as the tasks and duties are mostly assigned by supervisors.This actually caries both negative and positive outcome The company can save time when dividing the workload, as it will take a lot of effort for letting each employee choose which job he/she can do However, there might also exist tasks that are too hard for the assigned workers to carry, which will most likely lead to a not so good performance result.

Summary of findings

It can be said that the company's good development and success depends very much on employee satisfaction at work In the case of Shopee, a service company, how to make employees happy is especially important Working with the job satisfaction of an employee can help establish a healthy, strong relationship between each person and the company, thereby creating benefits and values for both parties Through data analysis, the author has conducted a new model, as well as some of the company's strengths and weaknesses in the process of pleasing workers at this time.

- First of all, it can be seen that the company has developed a clear, fair and most important policy regime that protects the rights of workers These policies and rules are used as a backbone to keep the entire organization running smoothly, effectively, and to ensure ethical principles work.

- In terms of working conditions, Shopee is also doing a fair job in ensuring employees have the most ideal working environment Employees are provided with a full range of devices such as personal laptops, headsets, neck pillows, etc to support them to get the best work results Not only that, the company also provides monthly maintenance on these devices, in case something goes wrong during business hours However, it seems that everyone is aware that the schedule is not completely flexible and sometimes in some parts, the staff assigned to work shifts does not suit their personal life However, employees still quite appreciate the working conditions that Shopee is providing.

- When it comes to management, as well as supervisors - the relationship of subordinates, most employees agree that they have received many helpful

JOB SATISFACTION OF EMPLOYEES AT SHOPEE

Figure 14: Model of employees’ job satisfaction at Shopee comments and feedback from their managers The harsh and public criticism is mostly avoided, in case of loss of conditions But, despite receiving such a constructive review, workers also complained that supervisors rarely assisted them in their practical daily tasks Overall, the company is doing well on this aspect in a satisfied manner, but there is still room for improvement.

- In terms of compensation, workers report that the salary they receive is in line with their contribution to the company.

- When working at Shopee, workers also said that their workflow is quite clear Understanding the workflow can help employees avoid confusion when performing their duties.

Although Shopee has satisfied employees in many aspects, there are still some aspects that have not satisfied employees

- Firstly, employees and independence at work are still lacking in some points Although employees understand what their duties are, they are hardly involved in the decision-making process on issues that really affect their daily work

- Worse than that, it is managers and supervisors who are responsible for deciding which tasks will be assigned to whom, creating situations where workers take on tasks they cannot perform well.

- Wages and benefits are also an issue for employees In general, they received a pretty big salary, but they also believe that the bonus is still not comprehensive The bonus they receive does not reflect their contribution, or they are sometimes unfair among workers who have to undertake different duties.

- Finally, employees at Shopee are also unsure of work steadiness The problem is, the job position of workers is stable for each individual, but they are concerned about the stability of the whole company in this field This may be related to the fact that the bonuses are quite unsatisfactory for employees and they believe it is due to the company's unstable revenue.

RECOMMENDATIONS FOR IMPROVING MPLOYEES'

Orientation of Shopee to develop job satisfaction of employees

Over the past year, Shopee has realized that job satisfaction in employees can have a strong impact on the development of the company Therefore, new policies have been applied such as changing the compensation system, organizing annual events for both leaders and employees, etc ; Although there are still minor issues, this is a remarkable improvement action At the same time, managers and workers are somehow struggling to communicate with each other to find the best solution that satisfies both sides Therefore, through the above data, the author has pointed out which factors most affect employee job satisfaction and propose some constructive recommendations for improvement.

5.2 Recommendations to improve job satisfaction of employees in Shopee

5.2.1 Develop reasonable policies, benefits and coherent compensation

As pointed out in Chapter 4, among all the factors affecting employees’ job satisfaction with Shopee, Salaries and Benefits are the most important Making better changes to this element can help a great deal in terms of employee satisfaction First, the author will point out some obvious issues at this time:

- In terms of basic salaries, Shopee is offering the same salary as other companies in this field However, the total salary of employees also depends on their performance in a month and the amount of work that employees have to perform is unstable For example, if the company has multiple campaigns, employees will have more opportunities to make more money and vice versa At the same time, the company should also make a clear statement of the salary that employees can receive depending on a lot of different aspects.

- Currently, Shopee employees are being paid depending on the department, rank and position of their jobs The basic salary for employees is 7 million VND, and is equal among workers However, the company should change this basic salary to different levels, based on the contribution of each employee at the company There are some employees who have stayed a long time with the company and devoted a lot to the company's success, and there are some who are only looking for a temporary job for a few months Therefore, the company should provide a clear and appropriate base salary to show their interest in loyal employees as well as increase employee satisfaction.

- In addition to the basic salary, employees can also earn bonuses These rewards can be added based on job performance and performance However, the author believes that companies should also pay employees based on skills and competencies and when they have to perform difficult jobs Employees with better skills, knowledge and experience can certainly contribute more to the company. Employees who receive wages based on their proficiency will not only help them develop themselves but also give employees the opportunity to show their competence.

It also creates fairness between effective and inefficient employees Besides, difficult tasks are sometimes the key to solving work more effectively Therefore, workers who are assigned these duties should have a privilege.

- The company should also reward employees when they exceed the target. Once Shopee has made an achievement, they should compensate all employees This can be considered as a small reward for the contribution of all employees to the success of the company.

Shopee employees communicate directly with their supervisors every day and how these conductors work, as well as communicate, directly affecting employee satisfaction The problem that Shopee is facing is that the evaluation of employee performance is not objective and impartial This problem has caused many unnecessary misunderstandings in the workplace, and created a negative relationship between supervisors and subordinates The author offers some solutions that the company can follow are:

- Both parties should have the opportunity to express their opinions on all topics Supervisors should provide evidence for their assessment, and subordinates should propose their views on this matter If this can be achieved, employees will feel much more respected because they will be sympathetic and understanding.

- It is necessary to have at least one day per week for all employees to have a meeting, and supervisors can easily assign a clear work plan to subordinates At the same time, this will be the time for team leaders to provide schedules, assign tasks and answer questions and difficulties that workers may encounter when doing the work, as well as how to solve them.

- When evaluating monthly performance, supervisors should focus on many aspects and observe the reality, not the target For each task, they should know what they want their employees to do and how they complete it and share this information with them This will help workers understand what they should do to get the best results Assessment must be fair among all employees, and based on their contribution to the company Moreover, because the evaluation results affect the salary, supervisors need to build a KPI scale to accurately assess each employee.

- Employees who receive bad work results or understand the wrong attitude are understandable Supervisors need to handle these situations in a professional and constructive manner In the case of an employee with a wrong attitude, the supervisor should personally criticize and advise that employee sincerely If the staffers still repeat the crime the next time, the supervisor should take stricter penalties.

From the results of the data analysis, working conditions are one of the important factors affecting the job satisfaction of employees in Shopee However, there are still some issues that need improvement The author has made some recommendations as follows:

- Because of the nature of work requires employees in some departments to work in many different shifts Therefore, if there is a technical problem, the author thinks that it will be difficult for employees to repair So Shopee should have a hotline of IT department to easily support employees

5.2.4 Reconsidering the policies and rules

Policies and rules are the fifth important factor in the model of job satisfaction factors in Shopee Shopee policies and rules are clear and easy to follow However, some employees still complain that although the policy is clear, the company sometimes fails to comply and their interests are affected

PHIẾU ĐIỀU TRA VỀ SỰ HÀI LÒNG CỦA NHÂN VIÊN LÀM VIỆC TẠI CÔNG TY TRÁCH NHIỆM HỮU HẠN DỊCH VỤ THƯƠNG MẠI ĐIỆN TỬ

Em là Ngô Minh Ánh, hiện tại đang là thực tập sinh tại phòng Phát triển Kinh doanh của công ty Shopee Việt Nam Trước hết, em muốn bày tỏ lòng biết ơn Anh/Chị đã dành thời gian trả lời phiếu khảo sát này Sự đóng góp của anh/chị sẽ vô cùng quý giá với luận án tốt nghiệp của em, cũng như sẽ giúp em tìm hiểu được rất nhiều về những yếu tố ảnh hưởng tới sự hài lòng của nhân viên khi làm việc tại quý công ty.

Em xin cam kết rằng phiếu khảo sát này chỉ được sử dụng nhằm mục đích thực hiện nghiên cứu Toàn bộ thông tin trên phiếu, bao gồm thông tin cá nhân và quan điểm của Anh/Chị, sẽ đều được bảo mật.

Em xin chân thành cảm ơn.

A Từ 18 đến 25 B Từ 26 đến 30 C Từ 31 đến 35

D Từ 36 đến 40 E Từ 40 đổ lên

C Có bằng Cao/ Đại học

4 Thời gian làm việc tại công ty:

II Mức độ hài lòng khi làm việc tại Công ty Shopee Việt Nam

Anh/Chị hãy khoanh vào ô tương ứng với quan điểm cá nhân Có 5 mức độ tương ứng với quan điểm như sau:

TÍNH ỔN ĐỊNH CỦA CÔNG VIỆC

5 Vị trí công việc của tôi hiếm khi phải thay đổi

6 Tôi có một vị trí rất ổn định trong công ty, và tôi không lo chuyện sẽ mất vị trí này 1 2 3 4 5

7 Công ty đang hoạt động ổn định 1 2 3 4 5 ĐIỀU KIỆN LÀM VIỆC

8 Công ty tạo cho nhân viên môi trường làm việc tốt và lý tưởng, hỗ trợ đầy đủ trang thiết bị 1 2 3 4 5

9 Trang thiết bị hỗ trợ công việc của chúng tôi luôn được bảo dưỡng và hoạt động tốt 1 2 3 4 5

Chúng tôi có thời gian biểu làm việc rất hợp lý và linh động

TÍNH TỰ CHỦ TRONG CÔNG VIỆC 1

Quy trình làm việc của tôi rất rõ ràng, và tôi hiểu mình phải làm gì 1 2 3 4 5

Công ty cho tôi cơ hội tham gia vào việc quyết định những vấn đề liên quan đến mình 1 2 3 4 5

Tôi được quyền chọn vị trí công việc phù hợp với khả năng của mình 1 2 3 4 5

Tôi được cấp trên tin tưởng và hỗ trợ hết mình

Thành quả lao động của tôi luôn được đánh giá khách quan và đầy đủ 1 2 3 4 5

6 hơn ĐÀO TẠO VÀ THĂNG TIẾN 1

Những khoá học đào tạo luôn được công ty chủ động bố trí sắp xếp 1 2 3 4 5

Những khoá học đào tạo đều phù hợp với khả năng của tôi

Sau mỗi khoá đào tạo, tôi đều được giao những công việc quan trọng hơn 1 2 3 4 5

CHÍNH SÁCH VÀ LUẬT LỆ 1

Chính sách luật lệ của công ty rất linh động

Luật lệ của công ty được liệt kê vô cùng rõ ràng

Quyền lợi của tôi đang được những điều lệ của công ty bảo vệ

Tôi được giao những công việc thú vị

Tôi nghĩ công việc mình được giao phù hợp với mình

Công việc của tôi khá đa dạng, giúp tôi học được thêm nhiều điều mới 1 2 3 4 5

Tôi phù hợp với văn hoá của công ty

Hình ảnh của công ty khiến tôi rất tự hào

Mọi người đều có cái nhìn tích cực về công ty của tôi

CHẾ ĐỘ LƯƠNG VÀ PHÚC LỢI 2

Công sức tôi bỏ ra được đền đáp thoả đáng

Mức sống hiện tại của tôi được đảm bảo với mức lương tôi nhận được 1 2 3 4 5

Chế độ thưởng và phụ cấp của công ty khiến tôi hài long

QUAN HỆ GIỮA ĐỒNG NGHIỆP 2

Tôi và các cộng nghiệp luôn giúp đỡ nhau mỗi khi chúng tôi gặp khó khan 1 2 3 4 5

Chúng tôi thoải mái chia sẻ về công việc với nhau

Chúng tôi thường xuyên làm việc cùng nhau

Tôi hoàn toàn thoả mãn với công việc hiện tại của mình

Tôi sẽ giới thiệu họ hàng và người thân về cơ hội làm việc ở công ty 1 2 3 4 5

Tôi sẽ tiếp tục làm việc và cống hiến cho công ty trong tương lai 1 2 3 4 5

Em xin chân thành cảm ơn sự đóng góp của Anh/Chị!

QUESTIONNAIRE ON JOB SATISFACTION OF EMPLOYEES AT SHOPEE

I am Ngo Minh Anh, currently an intern in the Business and Development department of Shopee Co., LTD First of all, I would like to express my gratitude for you to your time and effort answering this questionnaire Your contribution will be a great help for my thesis, at the same time will also help me to find out about factors influencing job satisfaction of workers in the company

In addition, I am committed that this questionnaire is used for the purpose of researching All your personal information, as well as opinions, will be kept confidentially

II Questions related to working at Shopee Co., Ltd.

Please circle the number for each question on the scale from 1 to 5 that best describe your personal opinion Each score stands for the following answer:

5 I rarely have to switch my position at work 1 2 3 4 5

6 I have stable position in the company, and I do not worry about losing my job 1 2 3 4 5

7 The company is operating very stable 1 2 3 4 5

8 The company provides a nice and fully equipped working environment 1 2 3 4 5

9 Our working tools are well maintained 1 2 3 4 5

10 We have a flexible working time 1 2 3 4 5

11 My workflow is clear, and I can understand it 1 2 3 4 5

12 The company allows me to take part in the decision-making process on matters related to me 1 2 3 4 5

13 I can choose tasks that suit my capacity 1 2 3 4 5

14 I am trusted and fully supported by my supervisors 1 2 3 4 5

15 My performance and achievements are assessed fairly 1 2 3 4 5

16 Criticizes are sensitive, fair, and constructive 1 2 3 4 5

17 Training courses are organized frequently by the company 1 2 3 4 5

18 Training courses are suitable with workers’ capacity 1 2 3 4 5

19 After training courses, we are assigned with more important and challenging tasks 1 2 3 4 5

16 The company’s policies are flexible 1 2 3 4 5

17 The company provides a clear rule 1 2 3 4 5

18 Our rights are protected with these rules and policies 1 2 3 4 5

19 I am assigned with exciting tasks 1 2 3 4 5

20 I think my job is suitable with me 1 2 3 4 5

21 My job is versaltile, and I can learn a lot from it 1 2 3 4 5

23 My company’s brand image makes me feel proud 1 2 3 4 5

24 Other people have a positive image about my company 1 2 3 4 5

25 My working effort is paid nicely 1 2 3 4 5

26 My current living is guaranteed with the salary I’m getting 1 2 3 4 5

27 The company’s bonuses satisfy me 1 2 3 4 5

28 Me and my colleagues help each other when there is a problem 1 2 3 4 5

29 We openly talk about work with each other 1 2 3 4 5

31 I am satisfied with my current work 1 2 3 4 5

32 I will introduce my friends and relatives about the company’s career opportunities 1 2 3 4 5

33 I will continue working and making contributions to my company in the future 1 2 3 4 5

Thank you for your support!

I In-depth interview for employees

1 Anh/Chị làm ở bộ phận nào?

2 Anh/Chị đã làm việc cho công ty trong thời gian bao lâu?

3 Theo Anh/Chị, mức lương thưởng của công ty hiện tại có phù hợp với mặt bằng chung của các công ty trong ngành không? Mức lương này có đủ để hỗ trợ cuộc sống của Anh/Chị không?

4 Anh/Chị có điểm gì chưa hài lòng về môi trường làm việc không?

5 Khi gặp khó khăn trong công việc mà không thể giải quyết, Anh/Chị thường tìm đến sự trợ giúp của ai?

6 Anh/Chị có đánh giá chung gì về công ty không?

II In-depth interview for managers

1 Theo Anh/Chị, người lao động có vai trò như thế nào với công ty?

2 Anh/Chị nghĩ đâu sẽ là yếu tố ảnh hưởng tới sự hài lòng trong công việc ở công ty? Hiện nay công ty có gặp khó khăn trong vấn đề này không?

3 Theo Anh/ Chị, mức lương thưởng và hỗ trợ của công ty hiện nay đã là thoả đáng với nhân viên chưa?

Công ty có thường xuyên theo dõi công việc của nhân viên không?

4 Anh/ Chị thường đánh giá nhân viên qua những yếu tố gì?

5 Anh/Chị nghĩ đâu sẽ là giải pháp làm tăng sự hài lòng trong công việc của nhân viên ở công ty hiện nay?

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Extraction Method: Principal Component Analysis.