Luận văn tốt nghiệp quản lý khách sạn enhancing employee engagement at jw marriott hanoi hotel

NATIONAL ECONOMIC UNIVERSITY BUSINESS SCHOOL E-BBA PROGRAM ận Lu vă n ENHANCING EMPLOYEE ENGAGEMENT AT JW MARRIOTT HANOI HOTEL ạc th sĩ nh Ki Bachelor of Business Administration in English (E-BBA) Thesis tế Supervisor : Asof.Prof Le Thi My Linh Student : Tran Thi Dang Ngoc Class : E-BBA 7A HANOI, 2019 ACKNOWLEDGEMENTS This thesis was conducted as the very last graduation requirement of the Bachelor of Business Administration in English (E-BBA) program, Business School, National Economics University ận Lu First and foremost, I would like to thank all members of Management Board of National Economics University and Business School, E-BBA program, who have been organizing one of the most amazing and interesting programs Moreover, I would like to express my sincere thanks to all lectures of E-BBA program, who have taught me a lot more than just fact and figures but also shown me their professional personal experiences and helpful feedbacks It means a lot to me and my future career development Of equally important, I would like to take this opportunity to express my greatest gratitude and appreciation to my instructor – Asof.Prof Le Thi My Linh I am deeply indebted for her guidance, support and specialize insightful guidance on conducting and finishing this thesis Besides, I am grateful and would like to say thank to all the colleagues, supervisors and managers at JW Marriott Hanoi Hotel for their support, guidance and collaboration to help me finish this thesis Without their encouragement, I could hardly ever complete my internship with considerable advantageous and professional condition for future growth and development Also, their feedbacks on my work as well as their response to my survey are appreciated as they are necessary for me to complete my thesis I also appreciate all the participants who willing to spend their precious spare time and efforts to fulfill the survey, providing such valuable information for me to conduct the survey results in the most timely, effectivity and productivity manner Last but not least, I would love to express my appreciation for my beloved family and friends who always beside me and support me to complete this thesis Once again, I truly grateful having all you guys in my life and honestly thank you all n vă ạc th sĩ nh Ki tế Hanoi, January 2019 Tran Thi Dang Ngoc Contents ACKNOWLEDGEMENTS ABBREVIATIONS LIST OF TABLES LIST OF FIGURES EXECUTIVE SUMMARY .10 CHAPTER 1: INTRODUCTION 12 Rationale .12 1.2 Research Objectives 13 1.3 Research question 14 1.4 Research scope 14 1.5 Research methodologies 15 ận Lu 1.1 vă Research process 15 1.5.2 Data collection 15 1.5.3 Questionnaire design .16 1.5.4 Data analysis 17 n 1.5.1 ạc th sĩ nh Ki CHAPTER 2: THEORICAL BACKGROUND ON EMPLOYEE ENGAGEMENT .19 2.1 Definition of employee engagement .19 tế 2.2 Role of employee engagement 21 2.4 Key dimensions to analyze employee engagement 24 2.5 Factors affecting employee engagement 26 2.6 Diagram of research model 30 2.6.1 Explanation of each independent variable 31 2.6.2 Measurement of each independent variable 34 CHAPTER 3: CURRENT SITUATION OF EMPLOYEE ENGAGEMENT AT JW MARRIOTT HANOI HOTEL 36 3.1 Overview about JW Marriott Hanoi Hotel 36 3.1.1 About Marriott International, Inc.: 36 3.1.2 About JW Marriott Hanoi Hotel: 37 3.1.3 Services at JW Marriott Hanoi Hotel 37 3.1.4 Organizational structure at JW Marriott Hanoi Hotel .38 3.1.5 Business performance of JW Marriott Hanoi Hotel from 2015 to 2018 43 3.2 Current situation of employee engagement at JW Marriott Hanoi Hotel 45 3.2.1 Characteristics of survey sample 45 3.2.2 Evaluation the “Total rewards” factor (RW) affecting employee engagement level at JW Marriott Hanoi Hotel 52 3.2.3 Evaluation the “Management” factor (MA) affecting employee engagement level at JW Marriott Hanoi Hotel 53 3.2.4 Evaluation the “Job characteristics” factor (JC) affecting employee engagement level at JW Marriott Hanoi Hotel 54 ận Lu 3.2.5 Evaluation the “Working environment” factor (EN) affecting employee engagement level at JW Marriott Hanoi Hotel 55 3.2.6 Comparing differences on employee engagement by characteristics .56 vă 3.3 Measurement assessment 67 n 3.3.1 Reliability analysis 67 th 3.3.2 Exploratory factor analysis – EFA 72 ạc 3.3.3 Correlation analysis and Hypothesis testing .77 sĩ 3.3.4 Regression analysis with independent variables .78 Ki 3.4 Findings summary 81 nh CHAPTER 4: RECOMMENDATION TO ENHANCE THE EMPLOYEE ENGAGEMENT AT JW MARRIOTT HANOI HOTEL 83 tế 4.1 Improving working environment 83 4.2 Improving the job characteristics 85 4.3 Enhancing the management system and process .86 4.4 Increasing the total rewards 87 CONCLUSION 88 LIST OF REFERENCES .89 APPENDICES 91 Appendix Questionnaire .91 Appendix SPSS Analysis results 93 Appendix 2.1 Description analysis 93 Appendix 2.2 Reliability test by Cronbach Alpha .94 Appendix 2.3 Exploratory factor analysis – EFA 97 Appendix 2.4 Regression analysis 101 Appendix 2.5 ANOVA test 102 Appendix 2.6 Correlation 107 Appendix 2.7 Descriptive statistic 108 ận Lu n vă ạc th sĩ nh Ki tế ABBREVIATIONS EFA KMO VIF SPSS Exploratory Factor Analysis Kaiser – Meyer – Olkin Variance inflation factor Statistical Package for the Social Sciences Significance Reward Management Job characteristics Working environment Sig RW MA JC EN ận Lu n vă ạc th sĩ nh Ki tế LIST OF TABLES Table 1.1: Five-point Likert scale Table 2.1: Findings on factors affecting the employee engagement of different research Table 2.2: Questionaire design for the study of employee engagement at JW Marriott Hanoi Hotel Table 3.1: Detail information about JW Marriott Hanoi Hotel’s employees Table 3.2: Gender distribution of survey sample Table 3.3: Age of the respondents Table 3.4: Working department of respondents Lu Table 3.5: Working level of respondents ận Table 3.6: Average monthly income of respondents vă Table 3.7: Working experience measured by working years of respondents n Table 3.8: Descriptive Statistics regarding “Total Rewards” factor th ạc Table 3.9: Descriptive Statistics regarding “Management” factor sĩ Table 3.10: Descriptive Statistics regarding “Job characteristics” factor Ki Table 3.11: Descriptive Statistics regarding “Working environment” factor nh Table 3.12: Descriptive Statistics regarding “Employee engagement” factor tế Table 3.13: Summary of testing of homogeneity of variances & ANOVA Gender Table 3.14: Employee engagement different by gender Table 3.15: Summary of testing of homogeneity of variances & ANOVA – Age group Table 3.16: Employee engagement different by age group Table 3.17: Summary of testing of homogeneity of variances & ANOVA – Working department Table 3.18: Employee engagement different by working department Table 3.19: Summary of testing of homogeneity of variances & ANOVA – Working level Table 3.20: Employee engagement different by working level Table: 3.21: Summary of testing of homogeneity of variances & ANOVA – Average monthly income Table 3.22: Employee engagement different by average monthly income Table 3.23: Summary of testing of homogeneity of variances & ANOVA – Year of working experiences Table 3.24: Employee engagement different by year of working experiences Table 3.25: SPSS - Reliability test for the “Total rewards” factor Table 3.26: SPSS - Reliability test for the “Management” factor Table 3.27: SPSS - Reliability test for the “Job characteristics” factor Lu Table 3.28: SPSS - Reliability test for the “Working environment” factor ận Table 3.29: SPSS - Reliability test for the “Employee engagement” factor vă Table 3.30: KMO and Bartlett's Test – Independent variables n Table 3.31: Rotated Component Matrixa th Table 3.32: Total Variance Explained ạc Table 3.33: KMO and Bartlett's Test – Dependent variable tế Table 3.37: ANOVAa nh Table 3.36: Model Summary Ki Table 3.35: Correlation analysis sĩ Table 3.34: Total Variance Explained Table 3.38: Coefficientsa LIST OF FIGURES Figure 1.1: Research process Figure 2.1: Research model of Employee Engagement at JW Marriott Hanoi Hotel Figure 3.1: Organizational structure of JW Marriott Hanoi Hotel Figure 3.2: Income distribution (%) of JW Marriott Hanoi Hotel from 2015 up to date Figure 3.3: Hotel occupancy of JW Marriott Hanoi Hotel over the year Figure 3.4: TripAdvisor Ranking of JW Marriott Hanoi Hotel and its food and beverage outlets Figure 3.5: Gender distribution of the survey sample (%) Figure 3.6: Age of the respondents (%) Figure 3.7: Working department of respondents (%) Lu Figure 3.8: Working level of respondents (%) ận Figure 3.9: Average monthly income of respondents (%) vă Figure 3.10: Working experience measured by working years of respondents (%) n ạc th sĩ nh Ki tế EXECUTIVE SUMMARY In this globalization and modernization world, employees could, more or less, being considered as one of the most important parts that have the strong impact on the overall success of the firm Employees should be valued and respected as one of the priceless assets of any organization, and the employers, therefore, should manage to maintain all the good people with the company, for the sake of the stable development of it in the year ahead ận Lu There are various studies, both locally and globally regarding this issue in order to evaluate the factors affecting the employee engagement and the significance of these factors on the level of employee engagement However, these conducted studies have been lacking of knowledge as regards to the different context of different industries, different companies and so forth Plus, there is no research regarding the employee engagement at JW Marriott Hanoi Hotel previously, hence, the author proposed to study more about this issue to investigate the current situation of the employee engagement at JW Marriott Hanoi Hotel and furthermore, suggest some feasible solutions to improve it in the near future n vă ạc th By using the quantitative research method with questionnaire survey, the research aims to have a deep insight view about the employees currently working at JW Marriott Hanoi Hotel and their perception of engagement to the hotel By analysing and reviewing from previous researches of different researchers around the world, the author proposed to use the model comprise of four independent variables that strongly affect the level of employee engagement at JW Marriott Hanoi Hotel, given carefully consideration about the hotel namely: (1) Total rewards (including intrinsic and extrinsic rewards), (2) Management, (3) Job characteristics, (4) Working environment sĩ nh Ki tế The questionnaires designed consist of two parts, with 33 questions using the five-point Likert scale The survey forms were distributed to the employees randomly at the cafeteria for associate of the hotel during lunch break time under their permissions The total acceptable responses after eliminating all the inappropriate answers and not suitable form of responses is 159 All the collected data were then coded and used for further analysis using the Statistical Package for the Social Sciences version 20 (SPSS) Below is the summary of the research findings:  About the current situation of employee engagement at JW Marriott Hanoi Hotel: Generally, the employees at JW Marriot Hanoi Hotel are relatively loyal and have the high level of engagement to the hotel in the few years 10  Management Reliability Statistics Cronbach's Alpha N of Items 875 Item-Total Statistics Scale Mean if Item Deleted MA1 MA2 MA3 MA4 MA5 MA6 18.96 19.29 19.06 19.13 19.19 18.87 Corrected ItemTotal Correlation 22.011 20.726 20.914 22.997 20.521 21.832 Cronbach's Alpha if Item Deleted 671 735 657 518 774 736 855 844 858 880 837 845 Lu Job characteristics ận  Scale Variance if Item Deleted N of Items n Cronbach's Alpha vă Reliability Statistics ạc th 885 765 696 636 685 773 656 855 865 875 869 852 873 tế 27.687 27.924 28.460 26.587 25.827 30.337 Cronbach's Alpha if Item Deleted nh  12.64 13.01 12.79 12.91 12.79 12.78 Corrected ItemTotal Correlation Ki JC1 JC2 JC3 JC4 JC5 JC6 Scale Variance if Item Deleted sĩ Item-Total Statistics Scale Mean if Item Deleted Environment Reliability Statistics Cronbach's Alpha 884 N of Items 95 Item-Total Statistics Scale Mean if Item Deleted EN1 EN2 EN3 EN4 EN5 EN6  Scale Variance if Item Deleted 17.50 17.69 17.75 17.72 17.77 17.74 Corrected ItemTotal Correlation 25.353 26.242 26.022 26.660 24.091 23.610 Cronbach's Alpha if Item Deleted 734 672 576 620 764 822 858 868 885 876 852 842 Engagement Reliability Statistics Cronbach's Alpha N of Items 886 Item-Total Statistics ận Lu \ 5.458 6.610 5.895 Cronbach's Alpha if Item Deleted 872 667 803 751 930 815 ạc th 6.59 6.59 6.45 Corrected ItemTotal Correlation n EE1 EE2 EE3 Scale Variance if Item Deleted vă Scale Mean if Item Deleted sĩ nh Ki tế 96 Appendix 2.3 Exploratory factor analysis – EFA  Independent variables  KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 805 2118.017 df 210 Sig .000 Communalities Initial Extraction 1.000 669 RW3 1.000 548 RW4 1.000 740 RW5 1.000 609 RW6 1.000 756 1.000 659 1.000 710 1.000 595 1.000 777 1.000 736 MA2 1.000 727 JC2 1.000 641 JC3 1.000 537 JC4 1.000 JC5 1.000 JC6 1.000 EN1 1.000 EN2 1.000 EN4 1.000 564 EN5 1.000 788 EN6 1.000 846 ạc JC1 th MA6 n MA5 vă MA3 ận MA1 Lu RW1 sĩ 751 nh Ki 614 599 tế 629 684 Extraction Method: Principal Component Analysis 97 Total Variance Explained Comp onent Initial Eigenvalues Tot al 18 19 20 21 5.374 25.593 25.593 3.999 19.043 19.043 18.095 43.687 3.800 18.095 43.687 3.455 16.454 35.497 14.779 58.466 3.103 14.779 58.466 3.428 16.323 51.821 9.050 67.515 1.900 9.050 67.515 3.296 15.695 67.515 4.579 72.094 3.542 75.636 3.157 78.792 2.801 81.594 2.484 84.078 2.196 86.274 2.006 88.280 1.809 90.088 1.653 91.741 1.595 93.337 1.420 94.757 1.392 96.149 1.128 97.277 1.057 98.333 889 99.223 527 99.749 251 100.000 tế 17 25.593 nh 16 25.593 Ki 15 Cumulative % sĩ 14 % of Variance ạc 13 Total th 12 Cumulative % n 11 % of Variance vă 10 Total Rotation Sums of Squared Loadings ận Cumulative % Lu 5.3 74 3.8 00 3.1 03 1.9 00 96 74 66 58 52 46 42 38 34 33 29 29 23 22 18 11 05 % of Variance Extraction Sums of Squared Loadings Extraction Method: Principal Component Analysis 98 Component Matrixa Component 769 766 703 686 676 641 -.491 330 335 312 420 407 393 655 581 571 565 563 560 543 488 468 326 385 474 307 461 543 335 -.432 -.468 554 490 -.413 -.379 -.405 -.345 -.310 -.309 -.382 335 301 -.366 -.339 -.485 360 -.413 -.468 -.406 677 676 663 659 621 ận Lu JC1 JC5 JC4 JC3 JC2 JC6 EN4 EN1 RW4 RW5 EN5 EN6 RW6 RW1 RW3 EN2 MA2 MA5 MA6 MA3 MA1 n vă Extraction Method: Principal Component Analysis a components extracted Component 836 823 791 768 759 685 sĩ nh Ki 905 879 822 747 712 tế JC5 JC1 JC2 JC6 JC4 JC3 EN6 EN5 EN2 EN1 EN4 MA5 MA6 MA2 MA1 MA3 RW6 RW4 RW1 RW5 RW3 ạc th Rotated Component Matrixa 866 837 829 802 770 823 807 784 768 735 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization a Rotation converged in iterations 99 Component Transformation Matrix Component 1 766 143 136 612 -.402 604 -.499 473 -.288 451 842 068 411 641 -.151 -.630 Extraction Method: Principal Component Analysis Rotation Method: Varimax with Kaiser Normalization  Dependent variable  KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 500 220.946 df Sig .000 Lu Communalities Extraction 1.000 1.000 ận Initial EE1 EE3 935 935 n vă Extraction Method: Principal Component Analysis th ạc Total Variance Explained Component Initial Eigenvalues % of Variance Cumulative % 1.870 93.483 sĩ Total Extraction Sums of Squared Loadings 130 6.517 100.000 Cumulative % 93.483 tế Component 93.483 nh Component Matrixa % of Variance 1.870 Ki Extraction Method: Principal Component Analysis Total 93.483 EE3 EE1 967 967 Extraction Method: Principal Component Analysis a components extracted 100 Appendix 2.4 Regression analysis Variables Entered/Removeda Model Variables Entered Variables Removed Method ENVIRONMENT, REWARD, MANAGEMENT, CHARACTERIST ICSb Enter a Dependent Variable: ENGAGEMENT b All requested variables entered Model Summary Model R R Square 676a Adjusted R Square 458 Std Error of the Estimate 444 95895 a Predictors: (Constant), ENVIRONMENT, REWARD, MANAGEMENT, CHARACTERISTICS ận Lu Model Sum of Squares F 29.873 141.616 154 920 261.107 158 th Total Mean Square 119.491 n Residual df vă Regression ANOVAa Sig .000b 32.485 ạc a Dependent Variable: ENGAGEMENT b Predictors: (Constant), ENVIRONMENT, REWARD, MANAGEMENT, CHARACTERISTICS sĩ Coefficientsa B Std Error Standardized Coefficients t Sig nh Unstandardized Coefficients Ki Model Beta Collinearity Statistics Tolerance VIF (Constant) -1.988 496 tế REWARD 326 085 247 3.829 000 844 1.184 355 081 265 4.404 000 971 1.030 CHARACTERISTICS 465 083 377 5.611 000 778 1.285 ENVIRONMENT 553 079 439 6.973 000 890 1.124 MANAGEMENT 000 4.009 a Dependent Variable: ENGAGEMENT 101 Collinearity Diagnosticsa Mod Dimensi el on Eigenval ue Conditi on Index Variance Proportions 4.670 1.000 00 01 00 00 00 163 5.359 00 11 05 30 10 095 7.007 01 80 04 31 02 055 9.205 00 08 49 10 54 018 16.323 99 00 43 28 34 (Consta nt) REWA RD MANAGEME CHARACTERIST ENVIRONME NT ICS NT a Dependent Variable: ENGAGEMENT Appendix 2.5 ANOVA test ận Lu  Gender N Mean vă ENGAGEMENT Descriptives n Std Deviation 103 3.3058 1.29523 56 3.2768 1.27892 159 3.2956 1.28553 12762 3.0527 3.5590 1.00 5.00 17090 2.9343 3.6193 1.00 5.00 10195 3.0942 3.4970 1.00 5.00 sĩ Total Lower Bound Upper Bound ạc Female 95% Confidence Interval for Minimum Maximum Mean th Male Std Error Levene Statistic df2 Sig 157 711 tế 138 df1 nh Ki Test of Homogeneity of Variances ENGAGEMENT ANOVA ENGAGEMENT Sum of Squares Between Groups df Mean Square 031 031 Within Groups 261.076 157 1.663 Total 261.107 158 F Sig .018 892 102  Age group Descriptives ENGAGEMENT N Mean Std Deviation Std Error 95% Confidence Interval for Mean Lower Bound Upper Bound Minimum Maximum 50 24 3.1042 1.17009 23884 2.6101 3.5983 1.00 5.00 Total 159 3.2956 1.28553 10195 3.0942 3.4970 1.00 5.00 Test of Homogeneity of Variances ENGAGEMENT Lu Levene Statistic df1 df2 Sig 155 ận 660 vă ENGAGEMENT 578 ANOVA Between Groups df Mean Square F 4.142 1.381 Within Groups 256.965 1.658 Total 261.107 th n Sum of Squares 833 478 158 ạc sĩ  155 Sig Working department ENGAGEMENT N Mean Std Deviation Std Error nh Ki Descriptives Minimum Maximum tế 95% Confidence Interval for Mean Lower Bound Upper Bound FORS 52 3.0962 1.25651 17425 2.7463 3.4460 1.00 5.00 F&B 68 3.3824 1.37981 16733 3.0484 3.7163 1.00 5.00 EO 39 3.4103 1.14634 18356 3.0387 3.7819 1.00 5.00 159 3.2956 1.28553 10195 3.0942 3.4970 1.00 5.00 Total Test of Homogeneity of Variances ENGAGEMENT Levene Statistic 1.793 df1 df2 Sig 156 170 103 ANOVA ENGAGEMENT Sum of Squares Between Groups df Mean Square F 3.093 1.546 Within Groups 258.014 156 1.654 Total 261.107 158  Sig .935 395 Work level Descriptives ENGAGEMENT N Mean Std Deviation Std Error 95% Confidence Interval for Mean Lower Bound Minimum Maximum Upper Bound Casual 23 3.3696 1.24515 25963 2.8311 3.9080 1.00 5.00 Official 110 3.2909 1.26234 12036 3.0524 3.5295 1.00 5.00 26 3.2500 1.45774 28589 2.6612 3.8388 1.00 5.00 159 3.2956 1.28553 10195 3.0942 3.4970 1.00 5.00 ận Total Lu Supervisor/ Manager vă Levene Statistic df1 df2 156 Sig .378 ạc th 980 n Test of Homogeneity of Variances ENGAGEMENT sĩ nh Ki tế 104 ANOVA ENGAGEMENT Sum of Squares Between Groups df Mean Square F 182 091 Within Groups 260.925 156 1.673 Total 261.107 158  Sig .055 947 Average monthly salary Descriptives ENGAGEMENT N Mean Std Deviatio n Lu < 10m 41 3.2561 > 30m 40 3.1375 159 3.2956 3.3974 1.18803 1.48922 n 1.28553 1019 Minim um Maxim um Upper Bound 2.8567 3.6555 1.00 5.00 3.1296 3.6653 1.00 5.00 2.6612 3.6138 1.00 5.00 3.0942 3.4970 1.00 5.00 ạc th Total 1976 1345 2354 vă 78 95% Confidence Interval for Mean Lower Bound 1.26551 ận 10-30m Std Error df2 Sig 156 123 ENGAGEMENT Sum of Squares Between Groups df Mean Square tế ANOVA nh 2.126 df1 Ki Levene Statistic sĩ Test of Homogeneity of Variances ENGAGEMENT 1.873 936 Within Groups 259.234 156 1.662 Total 261.107 158 F 563 Sig .570 105  Working experience Descriptives ENGAGEMENT N Mean Std Deviation Std Error 95% Confidence Interval for Minimum Maximum Mean Lower Bound Upper Bound