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TURQJ ÿy, lӵF Oѭӧng nhân viên tiӃp xúc trӵc tiӃp vӟi khách hàng frontline employee - FLE chiӃm mӝt tӍ lӋ không nhӓ.. Ӣ OƭQKYӵc dӏch vө, nhân viên tiӃp xúc trӵc tiӃp FLE là mӝt phҫn không

THE EFECTS OF WORK PASSION AND ADAPTABILITY

ON JOB SATISFACTION AND QUALITY OF LIFE

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of frontline employee; (2) - Testing the model at hotels, tour companies in Dalat city

Besides, the topic also offers governance functions for hotels, travel companies in Da Lat city The study conducted through two steps was preliminary research and formal research The preliminary qualitative study adjusts the observed variables in the previous study to consist with the actual conditions in Vietnam The official quantitative research uses the survey method with 280 suitable samples to assess and examine research models Analytics data is made by SPSS and AMOS software

The analysis results of CFA, analyzing a multi - group structure model and testing hypotheses suggest that: job passion, adaptability, job satisfaction affect positively to the life quality of customer care staff

Research results helps managers understand the factors of employees' feelings about the work and influence of factors on the quality of their lives So they can plan appropriate policies to reduce risk of causing discontent in the work, increasing the quality of life of employees By showing the different influence levels of factors affecting quality of life, managers have strategies to reduce job pressure for customer care staff, and improve the quality of services that help businesses survive in extreme competitive environments

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1KѭYұ\ PүX GӳOLӋXWKXÿѭӧFOjÿD GҥQJ EDR JӗPFiF)/(YӟL FiF ÿһFÿLӇPFiQKkQYjF{QJYLӋFNKiFQKDX'RÿyPүXGӳOLӋXÿѭӧF[HPOjÿӫÿDGҥQJÿӇSKkQWtFK

4.1.1ĈiQKJLiÿӝWLQFұ\FӫDWKDQJÿR

Sӱ dөng hӋ sӕ &URQEDFK¶VDOSKDÿӇ ÿROѭӡQJÿӝ tin cұy cӫDWKDQJÿRFiF\Ӄu

tӕ trong mô hình nghiên cӭu TURQJÿyFiFEiӃn quan sát có hӋ sӕ WѭѫQJTXDQELӃn tәng (Item - total correlation) nhӓ KѫQVӁ bӏ loҥi và tiêu chuҭn chӑQWKDQJÿRNKLQyFyÿӝ tin cұy Alpha tӯ 0.7 trӣ lên (NguyӉQĈuQK7Kӑ, 2011)

KӃt quҧ phân ttch Cronbach alpha cӫa ciFWKDQJÿRFic khii niӋPÿѭӧc trunh bjy trong bҧng 4.2, cho thҩy tҩt cҧ các khái niӋPÿROѭӡQJÿӅXÿҥt hӋ sӕ Cronbach Alpha ÿӅX OӟQ KѫQ 0.70 Cө thӇ, hӋ sӕ Cronbach Alpha biӃn thiên tӯ 0.862 ÿӃn 0.929GRÿyNK{QJFҫn thiӃt phҧi loҥi biӃQÿӇ nâng cao Cronbach Alpha Ngoài ra, các biӃQTXDQViWÿӅu có hӋ sӕ WѭѫQJTXDQELӃn tәng OӟQKѫQ1KѭYұ\WKDQJÿRcác khái niӋm nghiên cӭXÿҥWÿӝ tin cұy yêu cҫu

.ӃWTXҧÿiQKJLiÿӝWLQFұ\FӫDFiFWKDQJÿRÿѭӧFWUuQKEj\FKLWLӃW ӣSKөOөF

4.1.2ĈiQKJLi VѫEӝWKDQJÿR

7LӃSWKHRSKҫQÿiQKJLiÿӝWLQFұ\WKDQJÿRYӟLKӋVӕ&URQEDFK¶V$OSKDWiFJLҧNLӇPWUDJLiWUӏWKDQJÿRWK{QJTXD SKkQWtFKQKkQWӕNKiPSKi()$ Các giá trӏ cӫDWKDQJÿREDRJӗm: Giá trӏ nӝi dung, giá trӏ hӝi tө, giá trӏ phân biӋt, giá trӏ liên hӋ

lý thuyӃt và giá trӏ tiêu chuҭQ7URQJÿyJLiWUӏ hӝi tө và giá trӏ phân biӋt là quan trӑng Phân tích nhân tӕ cho tҩt cҧ mӑi biӃQ WURQJ P{ KuQK ÿѭӧc thӵc hiӋn vӟi SKѭѫQJSKiSU~WWUtFKQKkQWӕ Oj³Principal Axis Factoring´YӟLSKѭѫQJSKiS[RD\Oj³3URPD[´0ӝt sӕ tiêu chuҭn khi thӵc hiӋn phân tích EFA:

- Thӭ 1: hӋ sӕ KMO (Kaiser ± Meyer ± 2ONLQ •0ӭFêQJKƭDFӫa kiӇm ÿӏQK%DUWOHWW”+DLUYjFӝng sӵ, 2010)

- Thӭ 2: HӋ sӕ tҧi nhұn tӕ IDFWRUORDGLQJ •&KrQKOӋch hӋ sӕ tҧi cӫa 1 biӃn quan sát lên các nhân tӕ phҧi tӯ 0.3 trӣ OrQÿӇ ÿҧm bҧRÿӝ phân biӋt giӳa các nhân tӕ NӃu biӃn quan sát có hӋ sӕ tҧi nhân tӕ nhӓ KѫQKRһc chênh lӋch hӋ sӕ tҧi nhân tӕ nhӓ KѫQVӁ bӏ loҥi (Hair và cӝng sӵ, 2010)

- Thӭ WKDQJÿRÿѭӧc chҩp nhұn khi tәQJSKѭѫQJVDLWUtFK•+DLUYjcӝng sӵ, 2010)

- Thӭ 4: HӋ sӕ Eigenvalue có giá trӏ •+DLUYjFӝng sӵ, 2010)

&URQEDFK¶VDOSKDOҫn 2

KiӇPÿӏnh KMO có hӋ sӕ KMO = 0.880 (tӭc là > 0.5); kiӇPÿӏnh Bartlett có Sig.= 0.000 (tӭc là nhӓ KѫQPӭFêQJKƭD FyQJKƭDOjFiFELӃn có quan hӋ vӟi QKDXĈLӅu này cho thҩy phân tích EFA là rҩt thích hӧp

Tҥi bҧng Bҧng 4.2, ta thҩy mӭc giá trӏ (LJHQYDOXHV ! ()$ÿmU~WWUtFKÿѭӧc 6 nhân tӕ tӯ 33 biӃn quan sát vӟi tәQJSKѭѫQJVDLWUtFKOj61.337% (>50%) và không có nhân tӕ mӟL ÿѭӧc hình thành so vӟi mô hình nghiên cӭX ÿӅ xuҩWEDQÿҫu Trong lҫn EFA này, các biӃn quan sát có hӋ sӕ tҧi nhân tӕ GDRÿӝng tӯ

ÿӃn 0.971 (tӭFOjÿӅu lӟQKѫQ Chi tiӃt kӃt quҧ phân tích ma trұn xoay EFA lҫQÿѭӧc trình bày tҥi phө lөc 6