Improving the working competency of employees at cloud computing division at vccorp joint stock company = nâng cao năng lực làm việc của nhân viên bộ phận Điện toán Đám mây tại công ty cổ phần vccorp

Improving the working competency of employees at Cloud computing division at VCCorp Joint Stock Company = Nâng cao năng lực làm việc của nhân viên bộ phận điện toán đám mây tại công ty cổ phần Vccorp

INTRODUCTION

Research rationale

Humanity is the decisive nuclear factor of all activities for the existence and development of an organization Human resources are not only a component of the business and production process, but also an asset of an organization Enterprises shifted from "saving labor to reduce costs" to

"investing in human resources for a more competitive advantage, higher profitability, and more efficiency" (Nguyen Thi Thanh Binh, 2019)

Today, organizations recognize that working competency is the key to achieving competitive advantage, and competency studies are receiving more and more attention Over the past 30 years, business activities have applied the competency model to select employees The trend of using a competency- based approach in training and developing, evaluating, and rewarding employees is also becoming more widespread (Duong Thi Hoai Nhung and

According to Nguyen Thi Minh Huyen (2019), “Competency - Based Human Resource Management is a management approach that demonstrates a response to changes in organizational culture and efficiency taking place in many developed countries on the quality of human resources The success of the business also depends a lot on recruiting the best talents as well as creating a professional working environment so that they can be assured of a long-term commitment to the business After recruiting, enterprises not only need to use human resources properly, but also need to effectively evaluate the performance of employees, from which to come up with a plan for fostering, training, and developing the capacity of everyone in that enterprise This is also the task and responsibility that every business needs to focus on and study.” Therefore, in management work, improving working competency

2 for employees is a critical and decisive task to the existence, stability, and development of the enterprise, especially at VCCorp Joint Stock Company - a commercial enterprise specializing in providing communication services and technology that many studies have supported this view

In anticipation of the most advanced and modern digital transformation trend in the information technology field, VCCorp is considered one of the four pioneering core cloud computing units in Vietnam by the Ministry of Information and Communications This is a great opportunity and a challenge for the entire employees of VCCorp in general and especially the employees of the Cloud Computing Division (BizFly Cloud) of VCCorp

However, according to the annual internal report of the Board of Directors of the company, the working competency of the employees is considered to have not met the requirements in terms of knowledge, skills, and attitude There has not been a detailed study on how to improve the working competency of employees in IT - Cloud computing Companies before, and this is the unique aspect of this research Beside that, it is necessary to have research articles to collect and statistics specific data and to use quantitative methods to analyze and find effective solutions

In addition, the board of directors also finds that there is a lack of change thinking to adapt to new contexts while giving the highest priority to projects serving digital transformation trends at VCCorp to improve their working competency Based on this research importance, I select the topic:

"Improving the working competency of employees at Cloud Computing Division at Joint Stock Company VCCorp".

Research objective

The main objective of this paper helps understand the factors that have positive influences on Working competency, to have a clear understanding of the Working competency of Cloud Computing employees who work in the

Information Technology field From there, VCCorp will have a comprehensive knowledge to design a positive working competency throughout your human resource management and to actively create a lot of positive working competencys based on manager feedback throughout the employee working cycle From identifying the factors that has positively influences on working competency, VCCorp can measure working competency to evaluate employee in each phase and be aware of VCCorp currently situation compared to the other competitor, what is strengths and weaknesses of VCCorp With Competency based Human resource management, VCCorp can identify the needs and expectation of employee to design suitable policies and processes

The study also focuses on finding out which factors have a greater impact on employee working competency From there, it proposes priority solutions to promote competencies related to factors, helping to optimize the process of improving working competency By applying these solutions, VCCorp can gain a competitive advantage, increase efficiency, and generate higher profits in business operations.

Research questions

The questions raised in the research are:

2) Why is measuring and managing Working Competency based Human resource management (recruit, retention and retain) is so important to VCCorp?

3) How to measure and manage Working Competency at VCCorp?

Objects of research

The theoretical and practical issues related to and affecting the improvement of working competency for employees of BizFly Cloud Division at VCCorp Joint Stock Company

Research questions: How to improve the working competency of the cloud computing employee at VCCorp to lead the digital transformation of enterprises in Vietnam?

Scope of research

- The scope of space: The topic investigates the factors affecting the working competency of employees of the Business Cloud Division (BizFly Cloud) at VCCorp Joint Stock Company

- Scope of time: With secondary data, the topic uses actual data of VCCorp Joint Stock Company from 2019 to 2021 With primary data, the collection process is prepared and implemented from November to the end of December 2022 The thesis proposes solutions to improve working competency until 2023

This thesis will follow the structure with 6 chapters:

Chapter 2: Theoretical framework of the research

Chapter 3: Research design and methodology

Chapter 4: The context of improving the working competency at Bizfly Cloud Chapter 5: Research results

Chapter 6: Conclusion and recommended solutions for the company

THEORETICAL FRAMEWORK OF THE RESEARCH

Definition of working competency

According to Duong Thi Hoai Nhung & Vu Thi Huong Giang (2017), the term “competency” was first identified in the research of McClelland (1973); However, up to now, there is no consensus on the concept of capacity

As defined by Boyatzis (1982), competence is described as the basic characteristics of an individual, which are consequently related to superior job performance Similarly, Bolt (1987) defined competence as the combination of knowledge, skills and attitudes required to successfully complete a given role or task

The term "competency" has many different interpretations, but it can be understood as personal characteristics to perform the job in the best way Competence expressed by behavior can be observed and measured through the work that the person does (Hoang Thi Van Anh, 2021) Bernard Wynne, David Stringer (1997) said that: "Competence is a set of skills, knowledge, behaviors and attitudes that are accumulated and used by an individual to achieve the results required by the job" According to researcher Raymond A Noe (1998): Competence also includes factors that are "values of individual personality" Competence also implies the ability to perform a certain activity Dubios (1998)

Another commonly used definition is that competence is “a tool for identifying and describing the skills, knowledge, personal attributes, and behaviors necessary to perform work effectively and to help organization achieve its strategic objectives” (Lucia & Lespinger, 1999)

Thus, competence is understood as the ability to perform a certain task in an adequate quantity and with quality Competency expressed by behavior

6 can be observed and measured in working conditions and can only be identified and recognized through the work that the person does In order to work effectively, employees not only need to know how to do (have the necessary knowledge and skills) but also want to do it (related to the individual's motivation, working attitude) and be able to do it (to be able to do it) organizations create conditions for individuals to apply what they know to do in practice) (Duong Thi Hoai Nhung & Vu Thi Huong Giang, 2017)

In a nutshell, competence is understood as any attitudes, skills, behaviors, motivations or other personal characteristics that are essential to accomplishing a job Also, according to the group of co-authors Duong Thi Hoai Nhung & Vu Thi Huong Giang (2017), a defined competency includes the following components:

- Competency group: includes capabilities with identical or similar characteristics and attributes

- Competence: name each specific capacity

- Definition of competence: describe in a general way what a capacity is and explain the most basic concept of competence

- Behavioral levels: describe the different levels of behavior that an individual needs to have to get the job done Those are the ability levels Each specific competency will include several levels, each level will be specifically described as a set of behaviors, the following level includes the competencies of the previous level That is, the behaviors of the previous level are the premise for the behaviors of the higher levels The number of levels of each competency depends on the complexity of the behaviors described Usually, each ability can have from 3 to 7 levels.

Working competency dimentions

Nguyen Thi Minh Huyen (2019) learns about Carrol's (1993) research and finds that competencies are often organized into three main categories:

- General Competencies: are competencies related to the values of the organization that all human resources need to have

- Leadership competencies: are the capabilities to perform the role of management, orientation, and leadership of self and others

- Functional competencies: are competencies associated with a specific field or job

However, this classification into three groups of competencies is only relative because there is often overlap For example, communication is core because it is necessary for every job, but it is a constitutive element of the professional competence of a salesperson

According to research by Spencer & Spencer (1993) based on the criteria of job performance, the types of competencies can be divided into two groups:

- Group of basic competencies (threshold competencies): are necessary characteristics (usually including knowledge and basic skills) that every employee needs to have to be able to work effectively at a minimum, but these characteristics do not distinguish excellent employees from average employees For example, a basic competency of a salesperson is knowledge of the product being sold or the ability to fill out information on a sales invoice

- Group of differentiating competencies: these factors will help distinguish excellent employees from average employees For example, the value of achievement is revealed when a person sets goals for himself/ herself higher than what the organization requires of him/her and that is a differentiating ability, classifying excellent employees with average staff.

Working competency measures

Kaushiki Tripathi, Manisha Agrawal (2014) said that: Competency based Management supports the integration of human resource planning with

8 business planning by allowing organizations to assess the current human resource capacity based on their competencies against the capacity needed to achieve the vision, mission, and business goals of the organization Targeted human resource strategies, plans and programs to address gaps (e.g., hiring and staffing; learning; career development; succession management; etc.) are then designed, developed, and implemented to close the gaps Other processes which are essential for competency-based management system are defined as follow (Draganidis and Mentzas, 2006):

- Competency identification: The process of discovering what is necessary for adequate performance or fully successful

- Competency model: A narrative description of the competencies for a targeted job category, occupational group, division, department, or other unit of analysis

- Competency assessment: The process of comparing an individual's competencies to those of a competency model

- Competency-based management: Application of a set of competencies for managing human resources so that performance contributes efficiently and effectively to organizational results

Competency standard: Identifies the essential skills and knowledge workers must have, and defines the performance levels they must achieve, to demonstrate competency in a specific work segment or function

- Competency profile: Document that describes the set of competencies to a position/ job/ occupation group/functional community

The use of competency-based HR management generates significant benefits for organizations and their employees Sparrow (1995) observed that competency documentation includes a wide range of stated benefits specifically for HR processes in organizations In a nutshell, they are: Improve recruitment and selection through a focus on required competencies;

9 improved personal, organizational, and professional development programs; improved performance management processes due to improved evaluation; and ultimately improve communication on strategic and HR issues through a common language Cooper, Lawrence, Kierstead, Lynch and Luce (1998) have documented some of the positive results produced by valid and reliable competency based HRM models These include linking individual competencies directly to the organization's strategies and goals; develop profiles for positions or roles and match individuals with duties and responsibilities; provide the opportunity to continuously monitor and refine the portfolio; facilitate the selection and evaluation of employees as well as training and development; assisting in the recruitment of individuals with unique competencies that are costly and not easily developed; assist organizations in rating competencies for both compensation and performance management Cook and Bernthal (1998) conducted a survey in HR Benchmark Group, Development Dimension International and the results showed that improved organizational performance and improved profitability can occur when competencies support even a few HR systems Kumari and Sita (2010) observed that Indian companies have realized the importance of human assets and have begun to use a competency approach to human resource management to improve the quality of human resources quality, trust and learning, results-oriented, employee empowerment, training and development needs analysis, employee evaluation, increased satisfaction, increased productivity and enhanced employee engagement Employee engagement has begun between the employee and the employer

Erin Melvin (2018), to measure competencies, it is first and foremost critical to have formed competency models that are measurable

According to training experts Rothwell and Graber, measurable competency models identify “the competencies of the position or job, as well

10 as the behavioral indicators, behavioral anchors, or work outputs and quality requirements” If you work in a large organization, it is typical to receive competency models from your HR manager, corporate headquarters, or even a consultant manager.

Literature review

Studies on improving the working competency of employees are found in many angles and different names Research related to this issue mainly refer to the ASK (Attitude, Skills, Knowledge) model, solutions to recruit, retention and retrain personnel in the organization

Bernard Wyne and David Stringer (1997) stated that "Competence is the accumulated skills, knowledge, behaviors, attitudes that a person uses to achieve their desired job results" Accordingly, the capacity can be described by the formula:

Competency = Knowledge + Skills + Work attitude

To train and develop personal capacity, the model used very popularly in HR management is the ASK model This model sets the professional standards for the job titles in the organization Benjamin Bloom (1956) considered giving the initial development of ASK, with three main groups of competencies: quality or Attitude, Skill and Knowledge including as follows:

- Knowledge (understanding in a simple way) is the understanding of an object or phenomenon that people have through practical experience or education

- Skills: in common sense, skills are the ability to apply scientific knowledge into practice to solve a particular job

- Behavior, attitude: behavior, attitude towards a job is understood as the individual's points of view, perceptions of value, worldview, thoughts, feelings, and behaviors with his/her job

This is the premise for many future studies on human resource improvement issues Manu Melwin Joy (2015) applying the ASK model in personnel training said that to increase labor productivity, it is necessary to train personnel according to factors in the model such as Knowledge, Skills (hard and soft), Attitudes, and behavior With the above factors, he analyzes the suitability of the personnel's current working competency with the competency expectations to meet that job through a time curve graph Finally, instructions on how to set specific goals to bridge the gap between reality and expectations, thereby improving working competency

Similarly, Pham Cong Doan (2010), doing research on the topic:

"Competency building for executives and executives of state-owned commercial enterprises" focused on analyzing senior personnel capabilities of businesses, trade such as qualities, skills, and knowledge The study has not gone into depth analysis of job descriptions, competency frameworks according to levels, performance evaluation indicators - KPIs, and relationships between positions Before that, the author also has a research project at the ministerial level in 2009 on "Completing the standards and process of evaluating the executive directors of companies under the Hanoi Trade Corporation" The subject analyzed the capabilities according to the ASK model in assessing the competency of the executives This study also does not clearly define each competency and each specific level

Le Quan and Nguyen Quoc Khanh (2012), when researching the competency of personnel through the ASK model, also synthesized the survey results of 230 senior personnel, analyzing the strengths and weaknesses This is the first major contribution to providing a solution for building a comprehensive working competency dictionary, which is a premise for future studies in Vietnam

Nguyen Thi Van Anh (2018) approached research subjects on lecturers at universities under the Ministry of Labor, War Invalids, and Social Affairs Currently, the author deeply assesses Attitudes (politics, morals, lifestyle, and behavior), Skills (teaching, scientific research and technology transfer, citizenship as a teacher), Knowledge (majors, training programs, pedagogy, and other general knowledge) through the survey of 528 observations of 4 universities applying the 5-level Likert scale and then giving the survey results Based on the empirical results, the author gives specific solutions such as policies and plans to change the perception of training and retraining; evaluating, monitoring, and fostering the quality of lecturers closely and continuously to strengthen training, thereby improving working competency

All these works and publications have researched many aspects related to improving working competency, and labor productivity in both theoretical and practical aspects In general, studies have addressed the following:

- Propose factors affecting the working competency of personnel, mostly based on the ASK model

- Analysis of the employee's ability to respond to the job based on the influencing factors

- Studies in the country have been applied to the practical conditions of Vietnamese workers in general

Although there are many works related to the research topic, these studies in the implementation process have inevitably limits that lack both subjective and objective analysis due to focusing on solving training problems or building a capacity framework at the generalization level In addition, very few studies have focus on information technology division, which is a very important force in Vietnam in the context of the 4.0 industrial revolution

In addition, the above works have not evaluated or assessed the unreliability of the scale through factor analysis for independent and

13 dependent variables At the same time, they have not yet examined the differences according to individual characteristics for employees' working competency such as gender, age, working position, and seniority.

Research model of the thesis

Considering the topic researching factors affecting working competence, the author considers the study of Bernard Wyne and David Stringer (1997) They stated that "Competence is accumulated skills, knowledge, behaviors, attitudes that a person uses to achieve their desired job results" number, the capacity can be described by the formula:

Competency = Knowledge + Skills + Work attitude

This model used very popularly in HR management is the ASK model which sets the professional standards for the job titles in the organization

In addition, the thesis also applies the approach developed by Nguyen Thi Van Anh (2018) Human resource management is based on ASK (Attitude - Skill - Knowledge) model to find the weakness and promote the overall strength of each person in the organization in a sustainable way Therefore, from 3 competency groups, the researcher was broken down many specific competencies of teacher position as following:

- Attitude: political qualities, professional ethics, lifestyle and behavior

- Skills: skills related to teaching, scientific research and technology transfer, civic duty as a teacher

- Knowledge: specialized knowledge, training programs, pedagogical careers, foreign languages, and informatics

The results are applied on a 5-point Likert scale (very good response 5 points; good response 4 points; average response 3 points; unresponsive 2 points and very unresponsive 1 point) 3 subjects are teachers, students, and administrators (360-degree assessment) With 528 answer sheets, the author made general comments that the competency of lectures in universities in this

14 department still has many points that have not been met and kept up with the movement of economy and society The research provided a detailed assessment of ASK faculty proficient, from which several training and retraining options will be proposed to improve the competency of faculty members in the universities of The Ministry of Labor, Invalids and Social Affairs with aim to meet the requirements of the organization context

According to Bernard Wyne and David Stringer (1997) and Nguyen

(2020), Benjamin Bloom is considered the founder of the initial development of ASK, which consists of three main competency groups as follows:

- Knowledge: "the understanding of an object or phenomenon that people have through practical experience or education"

- Skills: "the ability to apply scientific knowledge into practice to solve a particular job"

- Behavior and attitude: "the individual's points of view, perceptions of value, worldview, thoughts, feelings, and behaviors with his/her job"

Based on the analysis, it can be concluded that all three hypotheses (H1, H2, and H3) have been fully accepted and confirmed, indicating that Attitude, Skills, and Knowledge have a positive impact on Working competency These findings are consistent with Bloom's research theories and other studies on Competency

The analysis provides a robust foundation for understanding the crucial role of Attitude, Skills, and Knowledge in enhancing Working competency

Furthermore, this paper not only highlights the positive correlation between

Working competency and Attitude, Skills, and Knowledge but also identifies the most impactful Competencies group Bloom's research has previously established the relationship between these factors in a different field, while

Nguyen Thi Van Anh's study utilized statistical methods to assess the current situation instead of advanced quantitative analysis methods

Moreover, the results of this study align with the unique characteristics of the Information Technology industry and reflect the actual conditions.

RESEARCH METHODOLOGY

Research process

The process of this study is shown in Figure 3.1 This process begins with the speaking out research question and setting up research objectives and end up with the results explaining and solutions proposing

The research results were collected by interviewing that use a questionnaire The questionnaire was built based on the proposed research model resulting from theoretical background

The study conducted by the author aimed to identify competency gaps among VCCorp employees and suggest interventions to meet the human

18 resource expectations of the company The author collected information from various sources, including co-workers, managers, and customers, to evaluate the expectations and evaluations of competencies among employees Variables such as Attitude, Skill, and Knowledge competencies were measured using an online survey, and each variable was assessed through a series of questions on a 5-point scale from 1 to 5, with increasing agreement

To ensure the accuracy and objectivity of the evaluation data, the author used a 360-degree evaluation method in which employees were evaluated by both co-workers, managers and customers The evaluation data were then analyzed using the linear regression method to calculate the impact coefficient of each independent variable on the dependent variable, Working competency

It is important to note that while some job positions may not have direct customers interaction, their managers serve as their internal customers, and thus their feedback was used in place of customer survey data The study's findings highlight competency gaps among VCCorp employees and suggest interventions to bridge these gaps and meet the company's human resource expectations

The following step was data processing using SPSS software In this step, data from survey was input and cleaned, analysis were done then (descriptive statistics, Cronbach’s alpha test, Exploratory Factor Analysis (EFA) and Correlation and regression analysis) The last main part of this study is the results and proposed solutions.

Research design

To have a comprehensive and objective view of the employee's working capacity at Bizfly cloud division, the researcher conducts a survey

19 through different forms (interview, email, reply via Google form) to collect data survey results

The study used two main methods including qualitative research and quantitative research Qualitative research is carried out to determine the theoretical basis and the scales in the research Quantitative research is used in preliminary and formal research Preliminary and official research was used SPSS 23.0 software to analyze Cronbach's Alpha, exploratory factor (EFA) and linear regression

Qualitative research method using the method of collecting 360 degrees opinions according to a predefined questionnaire In order to measuring the variables in the study, the author administered a pre-designed questionnaire to survey participants including co-workers, managers, and customers who have worked with the employees under investigation, ensuring the highest level of objectivity in the research.

Quantitative research methods aim to evaluate the 5-level Likert scales (very good response 5 points; good response 4 points; average response 3 points; unresponsive 2 points and very unresponsive 1 point), determine the importance of measurement components, focus on three main group of competencies: Attitude, Skills and Knowledge are described in Table 3.1

Table 3.1 Evaluation Criteria of Working Competency by group Code Evaluation Criteria Description

A1 Be ready and never stop learning

Technology is constantly evolving and changing Therefore, developers must keep up with these changes, familiarize themselves with new trends related to the industry An excellent developer is forever a practitioner Keeping up with the latest processes, keeping up with further learning opportunities are essential for the IT profession Learn new languages and stay up to date with the evolution of old languages to see amazing progress day by day A2 Comply with the rules and regulations

Always strictly follow the company's rules in building information system, interaction, and information security

A3 Ability to work and stay calm under the pressure

Developers have a comfortable working environment but will sometimes be asked to solve problems or complete very difficult tasks in a limited amount of time At that time, it is necessary to keep a calm mind in the face of stressful situations and continue to work with high intensity

A4 Love and passion on the job, dedicated to the profession,

A good developer will always try to complete the assigned tasks independently and thoroughly with all his enthusiasm

21 responsible for the assigned work

A5 Solidarity, good relationship with partner, collective building cooperation

With each project, teamwork takes place regularly, so teamwork and connection skills to improve working efficiency are important

To create a quality product requires a professional developer to have the ability to exellent thinking and creatively

S2 Careful and meticulous in work

Working with data and code requires developers to be careful and meticulous to avoid even the smallest errors in the process that affect product quality or interrupt work

S3 Time management A professional developer must have the skills to estimate work time and manage time well to complete the assigned tasks in accordance with regulations

Communicating with customers is an integral part of every project Good communication with customers will increase the likelihood of successful projects

S5 New technology research and application skills

In order to develop the best websites and applications, the development team needs to be able to research and apply new technologies to improve work productivity while helping to

22 upgrade and perfect existing products yes

K1 Understand the work that needs to be done with your position

All members of the project need to participate in a stage in the project development process The faster each person completes his or her own stitches, the shorter the project development time will be

K2 Deep knowledge with one of popular programming languages such as

With the information technology industry, employee need to be knowledgeable about programming languages to serve the development of websites and applications

K3 Knowledge of infrastructure systems, networks, computer engineering

For business characteristics of cloud computing services, employees need to have good knowledge of infrastructure and networks to be able to advise customers

K4 Knowledge of infrastructure systems, networks, computer engineering and information security factors

For business characteristics of cloud computing services, employees need to have good knowledge of infrastructure and networks to be able to advise customers Beside that, source code and customer data are a top priority to protect If this data is exposed, it will adversely affect customers, the company and the

With business characteristics and developments in new technology fields such as cloud computing, worldwide competitors from Europe, America to China, knowledge of foreign languages is a prerequisite to determine the ability to compete ability to inherit and absorb technology from foreign enterprises

The samplers are employees of VCCorp and who directly work with them (such as their supervisor) with a convenient sampling method Data information was collected through diversity methods (such as interview, email or answer via Google form) The sampled subjects were credit consultants at VCCorp with convenient sampling method, with sample size n = 220 The result was 177 questionnaires, of which 9 were incorrect and lacked information Respondents should have the official number of votes processed n = 177 With 177 valid survey samples, the author selected as data for the research process

3.2.3 Design the scale for the questionnaire

The author has built a theoretical research model and a scale of three dimensions: attitude, skills and knowledge including 15 observed variables to measure and manage the working competency of employees at VCCorp, BizFly Cloud division

Quantitative research methods aim to evaluate the 5-level Likert scales (very good response 5 points; good response 4 points; average response 3

24 points; unresponsive 2 points and very unresponsive 1 point), determine the importance of measurement components, focus on three main group of competencies: Attitude, Skills, and Knowledge

From the synthesis and analysis of previous studies about model to measure and manage on working competency, I present the following research model and proposed research hypothesis are as follows:

Hypothesis H1: Attitude positively affects employee’ working competency

Hypothesis H2: Skills have a positive impact on employee’ working competency

Hypothesis H3: Knowledge has a positive impact on employee’ working competency

Figure 3.2 Determinants of Working Competency model

Data analysis method

After collecting online responds, all the responds were examined to reject unsatisfactory ones Responds were extracted to an excel file, coded, input and cleared by SPSS 20 software In order to evaluate the statistical significance of the scale in the study, usually the scales are preliminarily

25 evaluated through two main tools: Cronbach Alpha reliability coefficient and EFA exploratory factor analysis

3.3.1 Testing the scale by the reliability coefficient Cronbach Alpha

Alpha coefficient is used to determine the reliability of the scale (including 3 or more observed variables) This method allows to eliminate inappropriate variables and limit garbage variables in the research process This coefficient has a value ranging from [0.1] and in theory the higher the cronbach alpha the better However, this is not true because if this coefficient is too large (α > 0.95), it shows that there are many variables in the scale that do not have any difference And if Cronbach α > 0.6 is an acceptable scale in terms of reliability (Nunally & Burnstein, 1994) Therefore, a scale has good reliability when it varies in the range [0.7 - 0.8] In addition, according to Nunally & Burnstein (1994), a measurement variable with a total (adjusted) variable correlation coefficient >= 3, that variable meets the requirements

3.3.2 Testing the scale by exploratory factor analysis (EFA)

Exploratory Factor Analysis (EFA): from the results of the scale reliability analysis, remove inappropriate variables and determine which variables will be used in the next EFA process This analysis will answer the question: the observed variables used in considering the impact on customer satisfaction on service quality of ViettelPay digital bank EFA analysis is mainly used to evaluate the convergent and discriminant validity of the scale According to research by Nguyen Dinh Thi (2011), the process of exploratory factor analysis should be carried out by researchers according to the following steps:

- Step 1: Consider the Kaiser-Meyer-Olkin coefficient (KMO) to know the suitability of the factor analysis process The accepted scale will have a coefficient of 1≥ KMO ≥ 0.5 If the KMO index does not satisfy the above conditions, it is likely that the discovery factor is not suitable for the data set

- Step 2: Bartlett's test to find out about the correlation of variables and sums If the test has Sig ≤ 0.5, showing that the observed variables are correlated with each other in the population

- Step 3: consider the characteristic Eigenvalue to comment on the variation explained by each factor The condition is that this value must be greater than 1, in order to determine the factor to be drawn

- Step 4: when the total variance quoted is greater than 50%, the scale is accepted, with this ratio explaining the factor to be drawn

- Step 5: With factor loading Factor loading, must be greater than or equal to 0.5, then it is practical significance Using extraction method

“Principal Component” with rotation “Varimax”

Examine the relation between dependent variables and independent variable If the sig < 0.05, dependent variable significantly relates to independent variable If the sig > 0.05, Pearson's correlation coefficient (r) has no statistic significant, it was rejected If r > 0, the relation is positive If r < 0, the relation is negative

Estimate and access the strength of relationships between a dependent variable and one or more independent variables Using some indexes of Model Summary table (adjusted R 2 ), ANOVA table (sig of F test), Coefficients table (beta, sig., VIF)

THE CONTEXT OF IMPROVING THE WORKING

Overview of VCCorp Joint-stock Company and Bizflycloud Division27 1 Formation and development

Established in 2006, after 15 years of development, VCCorp Joint Stock Company (VCCorp) is one of the pioneers in the field of technology and high technology in Vietnam VCCorp has successfully built and applied cloud computing infrastructure capable of storing and computing large amounts of data (Big Data, Data mining) to support the Admicro online advertising technology platform, serving over 50 million Users (accounting for over 90% of total Internet users in Vietnam) with more than 200 reputable websites, nearly 30 of which are proprietary, serving billions of views per month In addition, VCCorp is among the top 3 game publishers on mobile platforms with the Sohagame brand, and recently the BizFly digital transformation ecosystem is being strongly developed and deployed by VCCorp At the same time, VCCorp is also the unit that builds Lotus - a social network owned by Vietnamese people Leading the Internet market in Vietnam, VCCorp is a pioneer in all fields serving over 50 million internet users, 45 million mobile users, more than 2000 employees working in Hanoi and Ho Chi Minh City VCCorp has built a solid ecosystem in the market

Bizfly Cloud - operated by VCCorp Joint Stock Company - is one of the pioneers in the field of technology and high technology in Vietnam VCCorp has successfully built and applied cloud computing infrastructure capable of storing and computing large amounts of data (Big Data, Data mining) to support the Admicro online advertising technology platform,

28 serving over 50 million Users (accounting for over 90% of total Internet users in Vietnam) with more than 200 reputable websites, nearly 30 of which are proprietary, serving billions of views per month

Bizfly Cloud Server - Professional, high-speed cloud virtual server service Cloud server is a virtualized server system on the cloud computing platform Virtualization on powerful physical server clusters helps to keep your system stable, highly available, and not congested when there is a large amount of traffic With many redundant resources, cloud virtual servers allow businesses to expand resources almost immediately whenever there is a need Currently, businesses do not need to spend time waiting to buy more equipment to expand / replace or worry about stopping the service for too long, causing damage to production and business

4.1.2 Organizational structure of BizFly Cloud

BizFly Cloud is a gathering place of good technical experts trained from major domestic and foreign universities, experienced in participating in large projects of VCCorp as well as working with foreign partners All are well-trained in CCNA System Administration, CEH Network Security, Information Security Engineer, High Performance and Distributed Systems… Proficient in Language system: C, Java, Python, Node-JS, Lua, PHP, Ruby,

Bizfly Cloud always takes people as the core factor for all development, attracting and appreciating talents is the company's long-term strategy We always focus on periodic professional and skill training for employees, to increase staff's working efficiency At the same time, create the best environment for individuals to bring out their full potential

4.1.3 Some key business results of BizFly Cloud

Vision: To become a leader in IT Cloud infrastructure services for digital transformation for businesses

Mission: Bizfly Cloud always strives, constantly innovates, creates, tests and applies the best and most outstanding technologies to improve product quality, reliable services, and meet development needs partners and businesses

The goal of BizFly Cloud is to build and develop a flexible and powerful infrastructure system, optimizing system resources, stability, and security With a strong investment in infrastructure and an excellent team of technicians, we always strive to research and apply the most modern technology, constantly improve service quality to meet the needs and requirements increasing demand from customers Thanks to the solid, stable, and secure cloud platform underneath, the system of news sites is still growing strong Up to now, VCCorp is still one of the leading names in the field of press technology

- 2012: BizFly Cloud successfully built a Private Cloud system to serve the needs of using servers for all VCCorp services

- 2014: BizFly Cloud completes and provides the first Openstack Public Cloud system in Vietnam to serve customers with the VCCloud brand Serviced on 4 Datacenters in Hanoi and Ho Chi Minh, BizFly Cloud has been supporting a full suite of cloud computing solutions for over 5,000 businesses in Vietnam In

2014, VCCloud - the technical unit deploying and operating Private Cloud - continued to expand the system by building a strong Public Cloud infrastructure, participating in the supply chain of advanced cloud solutions By 2018, VCCloud officially changed its name to BizFly Cloud, along with launching a comprehensive solution ecosystem to accompany businesses in the fierce digitalization race of the 4.0

- 2020: BizFly Cloud launched the first Kubernetes Engine service in Vietnam, researched and developed by Vietnamese engineers BizFly Cloud's cloud computing platform with 15 services meets almost all infrastructure

30 needs in an enterprise BizFly Cloud provides a full range of tools and support services for DevOps engineers including Infrastructure as Code, Container Service, Open API, Besides, BizFly Cloud is also a provider of security alert solutions, detect early signs and attacks on the server based on the IDS/IPS system and give free warnings to users BizFly Cloud is one of the four core businesses in the "Campaign to promote digital transformation using Vietnamese cloud technology" of the Ministry of Information and Communications; fully meet all criteria and technical criteria of the cloud computing platform serving e- government/e-government 2020 is the year that the government pays special attention to digital transformation and takes steps to encourage digital transformation in businesses through events: Education Summit and School Exposition 4.0, Vietnam DX Summit 2020, Asean Smart Cities Summit & Expo

2020, Internet Day 2020, Vietnam Security Summit 2020 Bizfly Cloud is the unit that plays the role of sponsor, companion and side with the government in the above events Through events, Bizfly Cloud was certified as the Top 5 enterprises meeting technical criteria and criteria for e-government / e-government and became a prestigious partner of many large companies such as VTV, Vingroup, Northern Green Land, Thu Cuc, Ahamove, BigC, VNTRIP,

With more than 300+ technology engineers on Cloud, AI, Big Data platforms and a network of more than 2000 news sites and online newspapers covering 94% of Vietnamese internet users, more than 3000 customers across the country Both foreign and domestic have trusted in choosing cloud solutions provided by BizFly Cloud for their potential projects, including many prestigious units such as Channel 14, Topica, VTV, Adayroi, GenK

After nearly 13 years of operation, up to now, BizFly Cloud has been trusted by more than 3000 customers across the country to become a partner for their potential projects, including major partners such as: VTV, Vingroup, Topica, Adayroi, Fahasa, Thu Cuc Aesthetic System, Northern Green Land

Bizfly Cloud Server is the main service of Bizflycloud which is provides a virtual private server like VPS but is deployed and developed based on Cloud computing technology, so Cloud server inherits the outstanding advantages of cloud computing technology without can be obtained using regular VPS

4.1.4 Features of human resources activities in Bizflycloud a) Human resources characteristics of BizFly Cloud

By the end of December 31, 2021, VCCorp's workforce increased by 21.3% over the same period, reaching 2580 people In which, Bizfly Technology Division (Bizflycloud) continues to have a significant development with 528 employees, accounting for 20,5% of the VCCorp's total workforce, up 28.5% over the same period This is also the core force making an important contribution in expanding the Made by VCCorp ecosystem and digital transformation solution, contributing to creating a new growth engine for the Company in the long term

Human resource structure by business sector:

- Soha Division: 210 employees Human resource structure by sex:

Current situation’s analysis of human management at BizFly Cloud

VCCorp always wishes to maintain a strong position in the market, proud to be a multi-industry corporation and operates in a wide range VCCorp always gives its employees a life full of material, rich in spirit, bringing common success to customers, partners and the community With the general motto is to consider employees as the main factor, deciding the success or failure of the company VCCorp gives each member the best conditions for developing their talents and living a full material and spiritual life Company leaders are very interested in recruitment activities Because this is the resource to create products and services that satisfy customers, bring high profits, and help the company grow Activities of the company are openly Recruitment, fairly, and equally with all candidates Recruitment results must ensure the recruitment of people who have real competency, meet the job requirements, are responsible for the job, and have the desire to stick with the company for a long time At VCCorp, the recruitment department will be responsible for general recruitment for the whole company, including Bizflycloud

With the view that human resources are the company's top competitive advantage and one of the most important resources to help the company stand firm in the market, VCCorp's recruitment principle is to select good candidates The most suitable position is based on the candidate's qualities, abilities, attitudes, abilities, and experience without distinction of creed, race, religion, or gender VCCorp's employment policy creates fair and reasonable opportunities for all employees in the company according to each person's ability in all aspects: recruitment, training, appointment, salary review, bonus

33 review Therefore, this policy stimulates the enthusiastic and enthusiastic working spirit of employees, avoiding dependence and indifference to work

On the other hand, VCCorp always implements policies on the arrangement and use of human resources to promote specialization, each employee will specialize in a certain job, ensuring consistency throughout the enterprise system and at the same time ensure the cooperation between individuals and working groups, but still must be consistent with the reality of the company in each period The outstanding feature of VCCorp's human resource arrangement and use is that the company always assigns employees complex tasks, sets the latter goals higher than the previous ones to create challenges, encourage working capacity as well as work, like the creativity of employees and create a friendly and sociable working environment so that all employees see VCCorp as their family, thereby creating the best working performance

4.2.3 Training and developing human resources

VCCorp strives to master technology in all areas of operation and has obtained thousands of important international technology certificates from the world's leading technology corporations This is a solid foundation, helping VCCorp constantly create effective added values for customers and consumers Therefore, in addition to investment and professional development, VCCorp encourages and creates the best conditions for employees to improve their capacity through study, self-study and knowledge exchange Every year, VCCorp employees can participate in many outsourced and self-training programs of the Company

Training and development policy for new employees: All new employees of VCCorp are entitled to participate in rookie training courses (including company overview, remuneration policy, user manual, etc.) use tools and means to support work; professional working process, working regulations) Employees who sign official contracts with VCCorp are

34 sponsored to participate in training courses, the level of funding depends on the position, seniority and type of contract of that employee In addition, managers at VCCorp are responsible for mentoring and guiding junior staff, in the form of “on job training”

Human resource compensation is one of the important contents in human resource management because it affects the work motivation of employees And the fact has proven that a company with good remuneration policy will attract more talents and higher working efficiency Human resource treatment is the process of taking care of the material and spiritual life of the employees so that the employees can successfully complete the assigned tasks and thereby contribute to the accomplishment of the goals of the enterprise For VCCorp, the remuneration policy is expressed in the form of financial and non-financial incentives as follows:

Financial compensation: The remuneration and promotion policy of VCCorp is designed to ensure the following criteria: Comparable to the work results of employees, competitive in the market, fair and transparent Not only that, VCCorp's remuneration policy system is now built in the form of a package income, including the following groups:

+ Salary group: Every year, each employee is entitled to 13 months salary according to job position

+ Bonus group: VCCorp rewards according to the company's business results

+ Group of allowances: The level of allowance is different for each job position

+ Welfare group: Including money such as vacations for employees, health insurance for VCCorp employee and relatives, price incentives for VCCorp people when using and buying VCCorp's products and services In

35 addition, VCCorp also implements the policy of rewarding with shares of the company so that employees feel their interests are attached to the interests of the company so that they can be active and proactive in their work as well as stick with the company for a long time

Non-financial remuneration for non-financial remuneration policy, VCCorp always cares about the work and working environment in the company so that the employees feel fair and comfortable First, through work: VCCorp is always interested in the career path of employees, employees will be divided into many levels, implemented according to the principle that all officers are identified when arranging job positions or being appointed and periodically will check and review the performance of work as well as the capacity to make decisions on appointment or dismissal, which helps employees feel responsible as well as fairness and ability to strive fight higher In addition, VCCorp always strives to promote the creativity of employees, always sets new goals, with jobs that require flexibility and creativity, and VCCorp regularly organizes programs to propose ideas, advertising ideas… Moreover, VCCorp realizes that: For employees, they cannot naturally strive if they are not motivated

With the desire that every employee in the company must be responsible in their work, VCCorp's senior managers always try to create comfort in their work, besides regularly checking control, remind, motivate, and encourage employees to work And through the work, they will feel more mature, more passionate about the work and feel the work is more and more attractive However, that is only the positive side in the process of assigning specific, independent jobs to their employees Sometimes, employees working independently proved to be ineffective compared to working in groups, since then, VCCorp regularly organizes seminars, training, etc to know more about each employee's personality that assigns work Specifically, regularly rotate

36 jobs within the company for employees Especially at VCCorp, that is, every employee after entering the job feels passionate about the job, before he can feel bored with this job, he has been transferred to another job, creating a newness in the work The second is through the working environment: According to a recent survey, many people said that if a company has a lower salary than another company but has a better working environment, they are willing to work and accept lower salary for better working environment Therefore, the ideal working environment is one of the important factors contributing to attracting and retaining talents as well as creating a push to increase working efficiency in the organization

VCCorp has succeeded when there is a close connection between departments and individuals in the company Relationship between employees: Man is not only an economic entity, but also a social entity When people work and work, they show both tendencies at the same time This is reflected in the fact that in the organization there is always a process of exchanging information, exchanging, and communicating with each other not only about work but also many other issues That is why the employees in the company must constantly learn from each other to grow together with the company In addition to building specific regulations, VCCorp also always makes employees feel like they are living in the world a family has exchanges and shares among members That has created a bond between employees in the company VCCorp always expects its employees to treat each other politely and professionally based on self-discipline Attitudes of managers to employees: For administrators, it is necessary to create a fresh working atmosphere, create a friendly relationship between managers and employees

In VCCorp, department heads must know the family situation of each employee in charge of them so that they can take care of them in a timely and

37 thoughtful Labor be visited and encouraged by the company's union and representatives of the labor department that he or she works for When the employee's family has a happy job, they can share the joy and help In case the employee's family member dies, in addition to receiving benefits, they are also entitled to visit, visit, and take time off work to handle family matters When conducting employee evaluation, it is necessary to be gentle, if an employee has weaknesses and weaknesses, then create conditions for them to correct, train and have equal development opportunities with other employees To maintain professionalism, the company has implemented discipline and considers it an important measure to maintain and create an effective working environment and establish a harmonious relationship between employees company members with customers VCCorp devises disciplinary measures to create a framework within which discipline is maintained while ensuring fairness in the treatment of employees Employees are informed about the application of these rules This form of technical handling and measures is only applied in case there are valid reasons and evidence VCCorp's regulations are disseminated in many different forms such as on paper, on the website or online Continued communication in employee meetings ensures employees have a uniform understanding and consistent implementation of regulations and disciplinary measures Disciplinary action, if any, will be applied at any time in accordance with applicable labor law It is the hotel's way of admitting that employees have the right to complain, and those complaints will be resolved as soon as possible Regulation of working time: Each different job always requires different investment periods for it Managers need to find out what time employees find the most effective to work from That arranges the work accordingly to ensure the labor process and ensure that the employees have

38 enough time to reproduce the labor force, avoiding the situation of managing employees according to the administrative style

Evaluation of employee’ Working Competency

During the survey, to analyze the current situation of working competency at VCCorp, the researcher conducted a survey The samplers are employees, their supervisor, and their customer to become 360-degree assessment of VCCorp with a convenient sampling method Data information was collected through different forms (interview, email, reply via Google form) The sampled subjects were credit consultants at VCCorp with convenient sampling method, with sample size n = 220 The result was 177 questionnaires, of which 9 were incorrect and lacking information Respondents should have the official number of votes processed n = 177 With 177 valid survey samples, the author selected as data for the research process

Quantitative research methods aim to evaluate the 5-level Likert scales (very good response 5 points; good response 4 points; average response 3 points; unresponsive 2 points and very unresponsive 1 point), determine the importance of measurement components, focus on three main groups of competencies: Attitude, Skills and Knowledge

Table 4.1 Survey: 360 degree evaluation of employee’ Working

Average self-rating score of Employee

Average rating score of Manager

Average rating score of Customer Attitude

A1 Be ready and never stop learning 4.1 4 4.3

A2 Comply with the rules and 3.9 3.8 4.2

A3 Ability to work and stay calm under the pressure 3.8 4 3.9

Love and passion on the job, dedicated to the profession, responsible for the assigned work

Solidarity, good relationship with partner, collective building cooperation

S2 Careful and meticulous in work 3.9 3.7 4.1

S5 New technology research and application skills 4 3.8 4.2

Understand the work that needs to be done with your position

K2 Deep knowledge with one of popular programming 4 4.3 4.2

K3 Advanced knowledge of software building platforms 4 4.1 4.1

Knowledge of infrastructure systems, networks, computer engineering and information security factors

Source: Gathering by author from VCCorp

Overall, because of Manpower policy then the general level of competencies related to the Knowledge group were evaluated quite well, knowledge of job descriptions, programming languages, background knowledge and network infrastructure systems were assessed average from 4.1 to 4.6 This is consistent with the reality because the personnel working at VCCorp are often selected personnel with a good background in technology knowledge, graduated from reputable universities in the field of information technology However, knowledge of foreign languages was assessed by all 3 subjects as not good

With the competencies related to the skills group, 3 subjects all assessed that the employee has a creative and careful thinking in their work, but with that, the care and communication with customers has not really been achieved as expected Some projects are implemented with a long delay, which is also the reason why the average score in time management is only rated from 3.4 to 3.6

Finally, for the competency group related to attitude at work, the average score of all 3 subjects was quite high and equal In particular, the ability to be willing to learn and constantly absorb exceeded expectations

From the above surveys and analysis, we can see that VCCorp's recruitment process still faces some limitations as follows:

- Candidates with good soft skills have not been evaluated and screened Enterprises must deal with the highly skills and knowledge employee with lack of delivering the product competency to customer

- Recruiting JDs are not a substitute for the competency framework dictionary There is no mechanism to monitor and evaluate competencies throughout the recruitment, selection and use process, retain employees based on the competency framework of the positions that have been built

- High labor turnover rate, especially while implementing large projects, causes the company to face many difficulties, due to the lack of clear definition of principles, policies as well as regulations

- Human resource training and development programs have not been built based on the actual needs of the job Competencies that businesses are still weak have not been discovered and put into training, leading to disparities compared to other competencies

When recruiting human resources, VCCorp is lack of understanding employee’s competency to choose the most appropriate candidate at the right time

The study author believes that developing competencies related to Attitude and Skills is also extremely important while Bizflycloud's strongest point is in the Knowledge group.

Summary of chapter

In summary, during the process of formation and development, VCCorp has built many quite complete human resource management systems

43 with HR management activities throughout from Recruitment, Retention and Retain At each stage of the employee's work lifecycle, VCCorp has some policies to enhance Working Competency

Recruitment results must ensure the recruitment of people who have real competency, meet the job requirements, are responsible for the job, and have the desire to stick with the company for a long time The outstanding feature of VCCorp's human resource arrangement and use is that the company always assigns employees complex tasks, sets the latter goals higher than the previous ones to create challenges, encourage employee to improve working competency and creativity, create a friendly and sociable working environment So that, employees see VCCorp as their family, thereby creating the best working performance

To human development, VCCorp encourages and creates the best conditions for employees to improve their Knowledge Competency through research programs, self-study and knowledge exchange Every year, VCCorp employees can participate in many outsourced and self-training programs of the Company, specially at IT division throught the Tech-talk series

Third, human resource compensation is one of the important contents it affects the work motivation of employees at VCCorp The remuneration and promotion policy of VCCorp is designed to ensure the following criteria: Comparable to the work results of employees, competitive in the market, fair and transparent Not only that, VCCorp's remuneration policy system is now built in the form of a package income, including: 13 months salary according to job position, bonus according to the company's business results, allowances which are different and diversity for each job position and welfare (vacations for employees, health insurance for VCCorp employee and relatives, price incentives for VCCorp people when using and buying VCCorp's products and services, ) VCCorp is always interested in the career path of employees

44 which be divided into many levels according to the principle that all officers are identified In addition, VCCorp always strives to promote the creativity of employees, always sets new goals, with jobs that require flexibility and creativity, and VCCorp regularly organizes programs to propose ideas, advertising ideas… Moreover, VCCorp realizes that: For employees, they cannot naturally strive if they are not motivated VCCorp regularly organizes seminars, training, etc to know more about each employee's personality that assigns work Specifically, regularly rotate jobs within the company for employees before they can feel bored with the job, he has been transferred to another job, creating a newness in the work The working environment is one of the important factors contributing to attracting and retaining talents in the organization VCCorp has succeeded when there is a close connection between departments and individuals in the company VCCorp also always makes employees feel like they are living in a family has exchanges and shares among members That has created a bond between employees in the company The door of BOD’s room is available for every personal’s issues The company takes all reasonable security and safety measures and equips the appropriate facilities and ensures that the working processes are not interrupted Therefore, company always encourage people to pay attention to health and hygiene while working process

On the other hand, we can see that VCCorp's recruitment process still faces some limitations Candidates with good soft skills have not been evaluated and screened Recruiting JDs are not a substitute for the competency framework dictionary High labor turnover rate, especially while implementing large projects, causes the company to face many difficulties, due to the lack of clear definition of principles, policies as well as regulations Human resource training and development programs have not been built based on the actual needs of the job Competencies that businesses are still

45 weak have not been discovered and put into training, leading to disparities compared to other competencies When recruiting human resources, lack of understanding employees competency to choose the most appropriate candidate at the right time

EMPIRICAL RESULTS

Descriptive analyses

The researcher uses descriptive analysis to analyze the demographic information of the respondents The demographic information table (see table 4.1) shows that most respondents are male, with 65,5% and 34,5% female The age of respondents is mainly from 18 to 35 years old (63 surveyed people) Specifically, out of a total of 177 surveyed people: 39.54% of people are under the age of 25, 36.16% of people are aged between 26 to 30, and over 30 years old have 24.3% All this information is in accordance with the study sample conditions mentioned in Table 5.1

Table 5.1 Respondent Demographics of the study sample

Source: Survey by the author

Exploratory Factor Analysis (EFA)

5.2.1 Cronbach's Alpha test of independent variables

Table 5.2 Results of Cronbach's Alpha test of independent variables

Average of scale if variable removed

Variance of scale if variable removed

Cronbach’s Alpha if variable removed

Sources for synthesizing survey results on SPSS

Testing the scale gives Cronbach's Alpha results of all independent factors > 0.6 and all correlation coefficients of total variables are greater than 0.3, drawing the conclusion that all scales are suitable, the combinations were preserved for EFA analysis

5.2.2 Factor analysis for independent variables

Table 5.3 KMO coefficient for independent variable

Sources for synthesizing survey results on SPSS

Based on the results of the above analysis:

KMO coefficient = 0.826 meets the conditions (0.5 ≤ KMO ≤ 1) from which the conclusion of factor analysis is appropriate

Sig coefficient of Bartlett's test with sig = 0.000 (< 0.05), then the observed variables are correlated with each other in the population

Table 5.4 EFA results of independent variables

Sources for synthesizing survey results on SPSS

Based on the Rotated Component Matrix factor rotation table above, we see that the factor loading coefficients are all greater than 0.5 to ensure significance, so no variables are excluded

The coefficient Eigenvalue = 1.173 > 1 represents the variation explained by each factor, then the derived factor has the best information summary significance

Extraction Sums of Squared Loadings (Cumulative %) = 77.987% > 50% This proves that 3 independent factors explain 77.987% of the research model

5.2.3 Factor analysis for the dependent variables

Table 5.5 Cronbach's Alpha test results for the scale of "Working

Average of scale if variable removed

Variance of scale if variable removed

Cronbach’s Alpha if variable removed

Sources for synthesizing survey results on SPSS

Scale of purchase intention: testing the scale gives Cronbach's Alpha results as 0.819 > 0.6 and all correlation coefficients of the total variables are greater than 0.3, drawing the conclusion that this scale is suitable were kept unchanged for EFA analysis

Table 5.6 KMO coefficient of dependent variable

Bartlett’s test Approx Chi-Square 195,207

Sources for synthesizing survey results on SPSS

Based on the results of dependent factor analysis, it was found that: KMO coefficient = 0.713 meets the conditions (0.5 ≤ KMO ≤ 1) from which the conclusion of factor analysis is appropriate

Sig coefficient of Bartlett's test with sig = 0.000 (< 0.05), then the observed variables are correlated with each other in the population

The results of the EFA analysis, the factor loading coefficients of the observed variables are all satisfied for the factor analysis, the loading coefficients of the observed variables are all greater than 0.5

Eigenvalue = 2,206 > 1 represents the variation explained by each factor, then the factor extracted has the best information summary significance

Extraction Sums of Squared Loadings (Cumulative %) = 73.524% > 50% This proves that 73.524% of the variation of factors is explained.

Regression Analysis

Table 5.7 Summary of regression model

Sources for synthesizing survey results on SPSS

From the results of regression analysis (Model Summaryb), the coefficient R = 0747 shows that the variables in the model have a correlation relationship with each other Value R2 (R Square) = 0.558, so this value represents the goodness of fit of the model Compared with the R 2 value, the adjusted R 2 value reflects the fit of the model to the population more accurately To have a good model, the adjusted R squared needs to be greater than 0.5 (50%) < 1, so in this model, the author gives the adjusted R2 = 0.546 result, which is considered appropriate Adjusted R2 value = 0.546 means that factors A, S, K change 54.6% in affecting working capacity

The Durbin-Watson index = 1,939 ranges from 1-3, so there is no autocorrelation of residuals in the linear regression model Thus, the multiple regression model satisfies all the conditions for evaluating and testing the suitability for giving the research results.

ANOVA Analysis

Table 5.8 Analysis of Variance Table ANOVA

Total Squared Deviation df (degrees of freedom)

Sources for synthesizing survey results on SPSS

From the results of the above ANOVA analysis, we see sig = 0.000 < 0.05 shows the high 95% confidence, that is, the theoretical model is consistent with the actual research data, the independent and dependent variables are correlated with each other.

Test hypothesis

Looking at the results table, we see that all the Beta coefficients are greater than 0, so the independent and dependent variables have positive effects on each other That is, when any factor is increased, the employees’ working competency also increases

To verify the EFA results, the researcher conducted a CFA to confirm the validity of the three factors: Attitude competencies, Skill competencies, and Knowledge competencies, in relation to working competency The results of the CFA (shown in Table 5.9) confirmed the three factors with high factor loadings, indicating that the model is appropriate and accurate in measuring the relationship between the independent and dependent variables

Table 5.9 Results of Confirmatory Factor Analysis

Sources for synthesizing survey results on SPSS and AMOS

Based on the results of the CFA, it can be concluded that the three factors (Attitude, Skills, and Knowledge competencies) have a significant positive influence on working competency These findings confirm the results of the EFA and support the hypotheses of the study

In conclusion, the descriptive analysis showed that the majority of respondents were male and aged between 18 and 35 years old The EFA results confirmed the validity of the three factors (Attitude, Skills, and Knowledge competencies) in relation to working competency The regression analysis and ANOVA results confirmed the positive influence of the three

53 factors on working competency, with Attitude competencies having the most significant impact The CFA results further confirmed the validity of the model Overall, this study provides insights into the importance of competency development for enhancing working competency in the Information Technology industry

The relationship between the independent variable and the dependent variable is shown by the following equation:

From the regression equation we can easily see that:

When the K variable increases by 1 unit in the condition that remaining variables (A, S) do not change, the WC variable increases by 0.102 units In other words, when businesses implement solutions to increase Knowledge competencies by 1 time, the general working competency can increase by 0.102 times

Similarly, when the S variable increases by 1 unit in the condition that remaining variables (A, K) do not change, the WC variable increases by 0.142 units In other words, when businesses implement solutions to increase Skill competencies by 1 time, the general working competency can increase by 0.142 times

Finally, when the A variable increases by 1 unit in the condition that remaining variables (K, S) do not change, the WC variable increases by 0.167 units In other words, when businesses implement solutions to increase Attitude competencies by 1 time, the general working competency can increase by 0.167 times

From the analysis results we can see that: Beta (A) = 0.167 > Beta (S) 0.142 > Beta (K) = 0.102

From this result, we can conclude that Attitude competencies has more positive influence on working competency than Knowledge competencies and

Skill competencies Knowledge competencies has less influences on working competency than Skill competencies and Attitude competencies Thus, all three variables A, S, K have positive influences on WC variables All three factors, Knowledge competencies, Skill competencies and Attitude competencies, have a positive influence on the general working competency

Attitude competency has a significant positive influence on the General Working competency which is consistent with the characteristics of the information technology industry When drill down Attitude competencies, it performs the basement of education, mindset, knowledge base and personality of employee Working competency does not just be evaluated with the current competencies, it should have the potential to develop competencies in the future which is shown by looking at Attitude Therefore, focus on development of Attitude competencies leading to improve the working competency of the employee at the most that create more competitive factor in labor force of businesses Human management activities should have the most focus on Attitude competencies and the encourage the employee with enthusiasm, passion in work, compliance with discipline and rules, willingness to constantly learn and stay calm under pressure Besides, Skill competencies is also an important factor, ranking only 2nd after Attitude competencies but is currently the weak point of employees at Bizflycloud based on survey results Therefore, solutions to improve Skill competencies are also points to note and focus on

Thus, the analysis results show that all three hypotheses H1, H2, and H3 are completely accepted and confirmed Attitude, Skills, and Knowledge have positive influences on Working competency

As a result, the analysis indicates that all three hypotheses H1, H2, and H3 are completely accepted and confirmed Attitude, Skills, and Knowledge all have positive impacts on Working competency The findings of this paper

55 are also consistent with the research theories of Bloom and other studies related to Competency Furthermore, the results of the paper are in line with the characteristics of the Information Technology industry and actual conditions

Based on the analysis, it can be concluded that all three hypotheses

(H1, H2, and H3) have been fully accepted and confirmed, indicating that

Attitude, Skills, and Knowledge have a positive impact on Working competency These findings are consistent with Bloom's research theories and other studies on Competency

The analysis provides a robust foundation for understanding the crucial role of Attitude, Skills, and Knowledge in enhancing Working competency

Furthermore, this paper not only highlights the positive correlation between

Working competency and Attitude, Skills, and Knowledge but also identifies the most impactful Competencies group Bloom's research has previously established the relationship between these factors in a different field, while

Nguyen Thi Van Anh's study utilized statistical methods to assess the current situation instead of advanced quantitative analysis methods

Moreover, the results of this study align with the unique characteristics of the Information Technology industry and reflect the actual conditions

CONCLUSIONS AND IMPLICATIONS

Conclusions and implications for findings

The above research results have demonstrated that Attitude competencies, Skill competencies and Knowledge competencies has positive influences on the general working competency at Bizfly Cloud, in which Attitude competencies has the most significant influence on Working competency

Based on working competency theories and linear regression methodology, this paper helps identify determinants of working competency Attitude, Skill, and Knowledge have a positive influence on general working competency on all aspects of human management activities such as recruit, retention and retain This study helps researchers develop a measure of working competency in the context of the information technology industry in VietNam The research results will help VCCorp measure, manage and improve the working competency at the company level including Bizflycloud From identifying the factors that positively influence on working competency, finding the current situation and issues, VCCorp can measure working competency in each period and know how to do, what must do to improve it with the lowest cost and highest performance

This study provides businesses with working competency knowledge Many businesses think that working competency in one aspect that it is Knowledge and Skill competencies In fact, they are just some parts of working competency This study also helps businesses have a comprehensive understanding and knowledge to design a positive working competency throughout human management activities Businesses can proactively create lots of positive human process policy and training program for employee based on competency profile throughout the employee’s working cycle As a

57 result, employee have more productivity and more engagement to the business

In the rapidly developing field of information technology, companies are increasingly focusing on enhancing the skills and capabilities of their employees In order to keep up with the competition and ensure success, it is essential for companies to constantly improve their employees' Working competency In this regard, companies like Google and Facebook have created programs such as "Google University" and "Facebook University" to train their employees and enhance their abilities (Soni, 2020) (Singh, 2020) These approaches have been successful in improving the performance and competencies of employees VCCorp, a technology company, can learn from the experiences of these successful companies in order to improve the capabilities of its own employees By implementing similar programs and policies, VCCorp can create a positive work environment that encourages employees to learn and grow For example, VCCorp could consider offering training programs and opportunities for employees to learn new skills and technologies This could include regular workshops or conferences, online training modules, or on-the-job training opportunities By providing these opportunities, VCCorp can ensure that its employees are always up to date with the latest developments in the field However, this study not just only helps VCCorp recorgnize what are factors that positively influence working competency and how to do to improve working competency but even more

To shift from "saving labor to reduce costs" to "investing in human resources for a competitive advantage, higher profitability, and greater efficiency," VCCorp must implement a more strategic training and development program that is supported by Competency-Based Management Adopting Competency-Based Management will help VCCorp integrate

58 human resource planning with business planning by assessing the current competencies of their workforce against the competencies required to achieve their business objectives Based on the gaps identified, targeted human resource strategies, plans, and programs can be designed, developed, and implemented to address these gaps, including areas such as recruitment, learning and development, career growth, and succession planning

Researchers have given the most frequently used reason for the introduction of using competencies for managing human resource are to improve to organizational performance, increase the ability to be competitive, support cultural change, enhance training and development effectiveness, improve processes associated with recruitment and selection, reduce turnover, clarify managerial roles and specialist roles, increase emphasis on business objectives, aid in career and succession planning, analyze skills and able to identify the current and projected deficiencies in skills, improve workforce flexibility, support the integration of overall HR strategies and provide a basis for compensationand reward programs (Pickett, 1998)

Competency-based selection was first used by David McClelland for recruitment purposes (Ozcelik & Ferman, 2006) Competency is used to compare the candidate's ability with the requirements of the position offered; Once the best candidate is identified, the competency gap forms the basis for the initial training plan for new hires (Draganidis & Mentzas, 2006) The aim is to establish the necessary "behaviors" in a particular job and the extent to which different candidates possess these behaviors (Rowe, 1995) Matching employee competencies and job requirements is thought to improve employee and organizational performance, as well as lead to increased satisfaction (Spencer et al., 1993) VCCorp can use this method to select candidates that are suitable for the existence at Bizflycloud, namely candidates with competence related to delivery the services, project management, From

59 there, the application Members are compensated to improve the general weaknesses of the working competency at Bizflycloud

During Training and Development, competency gap analysis can identify required competencies; these competencies can be linked to equivalent learning objects (Draganidis & Mentzas, 2006) At this time, building a competency profile and assessing competency based on the built competency profile is seen as a directional compass and contributes to more accurate qualitative data, as an extremely important input for Training and tracking the development of the employee When organizing training programs to improve weak competencies and 360-degree assessment of the development of these competencies, employees can see their own development and their supervisor also has a basis to contribute to orientation and development arrange employees in suitable positions, forte so that employees can develop themselves

Competency-based career planning systems link competencies to development activities, helping employees learn what they need to grow further (Ozcelik & Ferman, 2006) They can review the required competencies of all positions and through comparison with the competencies they possess and identify potential positions and develop their career plans (Draganidis & Mentzas, 2006) )

Competency-based compensation can help organizations determine compensation on the basis of actual performance levels through the process of measuring the actual competencies that individuals demonstrate while performing their jobs their job Competency-based systems can also help design a fair and equitable system through an objective assessment of how capacity contributes to an individual's performance.

Limitations and suggestions for furture research

Although this study accomplished the research objectives, there were still some limitations First, the study was conducted with only 100-200 responses with convenience sampling, because the method of conducting the survey is online, the responses are mostly young, who have access to technology, media, and new knowledge Therefore, this representative sample may not represent all VCCorp's employee Furthermore, the research results are not able to comprehensively evaluate the customer's assessment of the impact working competency which can be an effecting object to complete 360-degree evaluation

Second, the research time is limited, so there are limitations When searching for documents to build the most suitable model and scale, as well as the limitation in collecting the number of survey samples, it also affects the analysis results Third, the research topic at VCCorp is still new, so it is difficult to collect documents to analyze and refer to the previous research results

Research directions in the next can try to analyze more deeply into each stage in human resource management activities such as training and evaluating personnel In addition, researchers can learn some more factors, other control variables and add new observed variables to the model and scale Competency-based human resource management not only focuses on working capacity according to the KSA model (Knowledge, Skills, Attitudes) but also focuses on developing thinking capacity (IQ), emotional capacity (EQ)., and cultural capacity (CQ) to promote the overall capacity of each person in the organization in a sustainable way according to Pham Duc Toan

(2016) Besides, using random sampling method (simple or systematic) from different sources to increase the generalizability of the study

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SURVEY FORM PHIẾU KHẢO SÁT MỨC ĐỘ QUAN TRỌNG VÀ ĐÁNH GIÁ CÁC NĂNG LỰC LÀM VIỆC NHÂN VIÊN BỘ PHẬN BIZFLYCLOUD

Cảm ơn bạn đã tham gia thực hiện phiếu khảo sát này

Xin vui lòng đọc kỹ câu hỏi và trả lời đầy đủ thông tin Mọi thông tin của bạn sẽ được bảo mật và không sử dụng vào mục đích nào khác ngoài mục đích nghiên cứu

PHẦN 1: THÔNG TIN KHẢO SÁT

Xin vui lòng cho biết mức độ đồng tình với các phát biểu sau đây, theo thứ tự từ 1 đến 5 với mức đồng tình tăng dần

Rất không quan trọng Ít quan trọng

Quan trọng ở mức trung bình

1 2 3 4 5 ĐÁNH GIÁ MỨC ĐỘ QUAN TRỌNG CỦA CÁC NĂNG LỰC:

STT Năng lực đánh giá Khoanh tròn mức độ quan trọng mà bạn chọn Thái độ

1 Sẵn sàng và không ngừng học hỏi 1 2 3 4 5

2 Thực hiện tốt các điều lệ, quy định 1 2 3 4 5

3 Khả năng bình tĩnh trước áp lực 1 2 3 4 5

4 Yêu nghề, tâm huyết với nghề, có trách nhiệm với công việc được giao

5 Đoàn kết, hợp tác xây dựng tập thể 1 2 3 4 5

1 Tư duy logic, sáng tạo 1 2 3 4 5

2 Cẩn thận và tỉ mỉ trong công việc 1 2 3 4 5

4 Kỹ năng giao tiếp với khách hàng 1 2 3 4 5

5 Kỹ năng nghiên cứu và ứng dụng công nghệ mới 1 2 3 4 5

1 Hiểu về công việc cần hoàn thành với vị trí của mình

2 Hiểu biết về một trong các ngôn ngữ lập trình phổ biến hiện nay như: C/C++ C#/.Net, Java,…cùng với PHP/MySQL, Python…

3 Kiến thức nâng cao về nền tảng xây dựng phần mềm

4 Kiến thức về hệ thống hạ tầng, mạng, an toàn thông tin

5 Kiến thức về ngoại ngữ 1 2 3 4 5 ĐÁNH GIÁ HIỆN TRẠNG TẠI BIZFLYCLOUD

Xin vui lòng cho biết mức độ đánh giá tốt với các phát biểu sau đây, theo thứ tự từ 1 đến 5 với mức đánh giá tốt tăng dần:

STT Năng lực được đánh giá Khoanh tròn mức độ mà bạn chọn

1 Sẵn sàng và không ngừng học hỏi 1 2 3 4 5

2 Thực hiện tốt các điều lệ, quy định 1 2 3 4 5

3 Khả năng bình tĩnh trước áp lực 1 2 3 4 5

4 Yêu nghề, tâm huyết với nghề, có trách nhiệm với công việc được giao

5 Đoàn kết, hợp tác xây dựng tập thể 1 2 3 4 5

1 Tư duy logic, sáng tạo 1 2 3 4 5

2 Cẩn thận và tỉ mỉ trong công việc 1 2 3 4 5

4 Kỹ năng giao tiếp với khách hàng 1 2 3 4 5

5 Kỹ năng nghiên cứu và ứng dụng công nghệ mới 1 2 3 4 5

1 Hiểu về công việc cần hoàn thành với vị trí của mình 1 2 3 4 5

2 Hiểu biết về một trong các ngôn ngữ lập trình phổ biến hiện nay như: C/C++ C#/.Net, Java,…cùng với

3 Kiến thức nâng cao về nền tảng xây dựng phần mềm 1 2 3 4 5

4 Kiến thức về hệ thống hạ tầng, mạng, an toàn thông tin

5 Kiến thức về ngoại ngữ 1 2 3 4 5

PHẦN 2: THÔNG TIN CÁ NHÂN

1 Giới tính: Nam / Nữ / Khác