The impact of supervisory support, social support, procedural justce, goal and process clarity on vietinbanks employee satisfaction

MASTER OF BUSINESS ADMINISTRATION PROGRAM  RESEARCH PROJECT (BMBR5103) THE IMPACT OF SUPERVISORY SUPPORT, SOCIAL SUPPORT , PROCEDURAL JUSTICE, GOAL AND PROCESS CLARITY ON VIETINBANK’S EMPLOYEE JOB SATISFACTION STUDENT’S FULL NAME : NGUYEN QUANG ANH QUYEN STUDENT ID : CGS00018257 INTAKE : MAY 2014 ADVISOR’S NAME & TITLE : DR NGUYEN THE KHAI (DBA) August, 2015 Page of 70 RESEARCH PROJECT Advisor’s Assessment Advisor’s signature Page of 70 RESEARCH PROJECT ACKNOWLEDGEMENTS In fact, no success has come without associated with the support During the period from the beginning of Programe at OUM and HUTECH so far, I've received a lot of attention, help from the teacher, family and friends I sincerely thank DBA Khai Nguyen has dedicated guided us through each classroom sessions as well as the presentation story, discuss the creative fields of scientific research If no words to guide, teach from Dr, I think it very hard to be perfect in this research Let me deeply thank to the Board of Directors, staffs at Vietinbank Branch HCM.City who gave me the survey had higher academic values My sincere thanks also go to my lovely wife Ms Nho, Wish you health, success and happiness! Researcher Nguyen Quang Anh Quyen Page of 70 RESEARCH PROJECT TABLE OF CONTENTS LIST OF FIGURES AND TABLE ABSTRACT .7 CHAPTER 1: INTRODUCTION 1.1 Background of the study .8 1.2 Significance of the study 1.3 Purpose of the study 1.4 Research Questions 1.5 Introduction of Vietinbank 1.5.1 Company Description 10 1.5.2 History and Milestones .11 1.5.3 Organizational structure of Vietinbank 13 1.5.4 Key Financial Indicators 15 1.6 Problem Statement 16 CHAPTER 2: LITTERATURE REVIEW 18 2.1 Job satisfaction 18 2.2 Supervisory support 20 2.3 Social support .21 2.4 Procedural Justice .24 2.5 Goal and process clarity 26 2.6 The relationship between supervisory support and job satisfaction 26 2.7 The relationship between Social support and job satisfaction 27 2.8 The relationship between procedural justice and job satisfaction 27 2.9 The relationship between Goal and process clarity and job satisfaction 28 CHAPTER 3: RESEARCH MODEL AND HYPOTHESIS .29 3.1 Research model 29 3.1.1 Dependent Variables: 29 3.1.2 Independent Variables: 29 Page of 70 RESEARCH PROJECT 3.2 Constructs 29 3.3 Research Hypothesis: 30 3.4 Instruments 30 3.5 Research Participants 38 3.6 Procedure for Data Collection and Analyze 38 CHAPTER 4: RESULTS AND FINDINGS 40 4.1 Reliability statistic by Cronbach’s Alpha 40 4.2 Descriptive statistic .41 4.3 Hypothesis Testing Result: .41 4.3.1 Hypothesis Testing Results: 42 4.3.2 Hypothesis Testing Result: 43 4.3.3 Hypothesis Testing Result: 43 4.3.4 Hypothesis Testing Result: 44 CHAPTER 5: DISCUSSION 46 5.1 Main Findings for Research .46 5.2 Some recommendations from the research results 47 5.2.1 Solutions related to policy development HR development .47 5.2.2 Related solutions support concerns of leaders 47 5.2.3 Related solutions policy formulation equitable income distribution .47 5.3 Limitations of the research .48 REFERENCES 49 APPENDIX A 54 Page of 70 RESEARCH PROJECT LIST OF FIGURES AND TABLE Figure 1: Proposed Research Model of Employee Job Satisfaction in Vietinbank - Page 29 Figure 2: Accepted Research Model of Employee Job Satisfaction in Vietinbank - Page 45 Table 1: Organizational structure chart of Vietinbank (Source: Annual report 2014 of Vietinbank) Page 14 Table 1: Organizational chart of Vietinbank (Source: Annual report 2014 of Vietinbank) - Page 15 Table 2: Key Financial Indicators (Source: Annual report 2014 of Vietinbank )Page 16-17 Table 4: Job satisfaction index questionnaire Page 30-31 Table 5: Supervisory support questionnaire Page 32-33 Table 6: Social support questionnaire - Page 34-35 Table 7: Procedural justice questionnaire Page 36 Table 8: Goal and Process Clarity questionnaire Page 37-38 Table 9: Reliability statistic result - Page 40 Table 10: Reliability statistics - Page 40 Table 11: Descriptive statistics Page 41 Table 12: Model Summary - Page 41 Table 13: Coefficients - Page 42 Table 14: Coefficients in term of Supervisory support - Page 42 Table 15: Coefficients in term of Social support Page 43 Table 16: Coefficients in term of Procedural justice - Page 44 Table 17: Coefficients in term of Goal and process clarity Page 45 Page of 70 RESEARCH PROJECT ABSTRACT This study examined the impact of supervisory support, social support, procedural justice, goal and process clarity on Vietinabnk’s employee job satisfaction Data was collected through the use of standardized questionnaires Questionnaires were given personally to 280 managerial and non- managerial employees in all over branches of Vietinbank It include Vietinbank – HCM.City Branch, Vietinbank – No HCM.City Branch, Vietinbank – No HCM.City Branch; Vietinbank – No HCM.City, Vietinbank – No HCM.City Branch, there were 280 questionnaires returning, in which 270 completely responses were used for the statistical analysis The collected data were computed and analyzed through factor analysis, Cronbach’s alpha, descriptive statistics, correlation, and multiple regression analysis Hypothesis test result: The results supported the hypothesis that supervisory support, social support, procedural justice, goal and process clarity have positive relationship with employee’s job satisfaction at Vietinbank Conclusion: The findings in this research would help levels of management related of Vietinbank to formulate strategies that involved work factors such as procedural justice to improve the management of human resource development These strategies would help in influencing positive behaviors among employees, and hence achieve effectiveness and high productivity in the organization Therefore, it was worth the effort for the organization to train and educate their managers on the impact of perceptions of organizational justice on the motivation and commitment of their employees Keywords: Job satisfaction, supervisory support, social support, procedural justice, goal and process clarity Page of 70 RESEARCH PROJECT CHAPTER 1: INTRODUCTION 1.1 Background of the study Engaged employees are more likely to perform beyond the call of duty to meet the needs of customers and are highly motivated to work at full capacity These features are critical to the continued commitment of the customer and current income and growth of an organization Engaged employees remained in the employment of the company longer, they resisted offers competitive labor and not actively looking for another job and recommend the company to others as a best place to work Long companies maintain their employees; there would be no need for additional spending to train new employees (Saker, 2003) People are most important resources of any organization Employees are the livelihood of a company How you feel about the work they are doing and the results received that work directly affect the performance of an organization and ultimately, its stability (Milliman et al., 2008) For instance, if employees of the organization are highly motivated and pro-active, they will whatever is necessary to achieve the objectives of the organization and track the industry to achieve the goals of organizational performance to address any potential challenge The success any business depends largely on the motivation of employees Organization low motivation is completely vulnerable to internal and external challenges, because its employees are not given a step further to maintain the stability of the organization As we know, unstable organization ultimately effective 1.2 Significance of the study The researcher hopes that this study will contribute to numerous benefits in terms of theoretical, management and academic perspectives: Page of 70 RESEARCH PROJECT + In terms of theoretical perspective: This research will help someone else to test the theory and also support future research, it generates good ideas and also provides a better understanding + In terms of management perspective: This study could support the management to improve the job performance of employees in the future, and to increase job satisfaction of employees + In terms of academic perspective: This study will benefit other students to understand the relationship between job satisfaction, supervisory support, social support, procedural justice, goal and process clarity 1.3 Purpose of the study The purpose of this study is to investigate the impact of supervisory support, social support, procedural justice, goal and process clarity on job satisfaction of employees of Vietinbank 1.4 Research Questions This study seeks to investigate is whether supervisory support, social support, procedural Justice, goal and process clarity is related to the job satisfaction as the questions below: - What is the relationship between supervisory support and job satisfaction in Vietinbank ? - What is the relationship between social support and job satisfaction in Vietinbank ? - What is the relationship between procedural Justice and job satisfaction in Vietinbank ? - What is the relationship between goal and process clarity and job satisfaction in Vietinbank ? 1.5 Introduction of Vietinbank Page of 70 RESEARCH PROJECT 1.5.1 Company Description - VietinBank was established in 1988 after being separated from State Bank of Vietnam - Being one of the four largest State-owned commercial banks of Vietnam, VietinBank’s total assets account for over 20 percent of the market share of the whole Vietnamese banking system VietinBank’s capital resources keep on increasing over the years and have been substantially rising since 1996 with the annual average growth of 20 percent, especially up 35 percent a year against that of last year - VietinBank has developed an operations network comprising of 01 Transaction Centers, 150 branches, over 1000 transaction offices/ savings offices Has established correspondent relationship with 900 banks, financial institutions of 90 countries and territories all over the world - Being diversified with 07 independent accounting subsidiaries: VietinBank Leasing Company, VietinBank Securities Company, VietinBank Asset Management Company, VietinBank Insurance Company, VietinBank Fund Management Company, VietinBank Gold and Jewellery Company, VietinBank Global Money Transfer Company and 03 non-profit making units: VietinBank Information Technology Center, VietinBank Card Center and VietinBank Training Center - Being the founder of the following Financial Credit Institutions: + Saigon Bank for Commerce and Industry + Indovina Bank (the first joint-venture bank in Vietnam) + Vietnam International Leasing Company – VILC (the first financial leasing company in Vietnam) + Vietinbank Insurance Company Ltd - Being the official member of : + Vietnam’s Banker Association Page 10 of 70 RESEARCH PROJECT Disagree My                     supervisor takes the time to learn about my career goals and aspirations My supervisor cares about whether or not I achieve my goals My supervisor keeps me informed about different career opportunities for me the in organization 10 My supervisor makes sure credit I get when the I accomplish something Page 56 of 70 RESEARCH PROJECT substantial on the job 11 My supervisor gives me helpful feedback about                Somewh Very at much my performance 12 My supervisor gives me helpful advice about my improving performance when I need it 13 My supervisor supports my attempts to acquire additional training or education to further my career Social support No Items Don’t Not at all A little have any such person Page 57 of 70 RESEARCH PROJECT How much does each of these people go out of their way to things to make your work life easier for you ? 14 Your immediate supervisor 15 Other people at work                16 Your wife/husband, friends and relatives How easy is it to talk with each of the following people ? 17 Your immediate supervisor 18 Other people at work                19 Your wife/husband, friends and relatives How much can each of these people be relied on when things get tough at work ? 20 Your immediate supervisor 21 Other people at work                22 Your wife/husband, friends and relatives How much is each of the following people willing to listen to your personal Page 58 of 70 RESEARCH PROJECT problem ? 23 Your immediate supervisor 24 Other people at work                25 Your wife/husband, friends and relatives Procedural Justice (PJ) No Items Very Unfair Neutral Fair Very unfair fair                     26 How fair are the procedures used to communicate performance feedback? 27 How fair are the procedures used to determine pay raises? 28 How fair are the procedures used to evaluate performance? 29 How fair are the procedures used to determine promotions? Goal and Process Clarity (GPC) No Items Very uncertain Uncertain Average Certain Certain Very certain Page 59 of 70 RESEARCH PROJECT                                         Goal clarity items: 30 My duties and responsibilities 31 The goals and objectives for my job 32 How my work relates to the overall objectives of my work unit 33 The expected results of my work 34 What aspects of my work will lead to a positive evaluation Process clarity items: 35 How to divide my time among tasks required the of my job 36 How to schedule my work day 37 How to determine the appropriate procedures for each work task Page 60 of 70 RESEARCH PROJECT 38 The procedures I use to my job are           correct and proper 39 Considering your work all task, how certain are you that you know the best ways to these tasks II INDIVIDUAL INFORMATION Age: … Gender: □ Male □ Female Married status: □ Single □ Married without children □ Married with children My title is: □ Executive □ Senior executive □ Supervisor □ Manager □ Other THE END! THANK YOU! Page 61 of 70 RESEARCH PROJECT PRESENTATION SLIDES Page 62 of 70 RESEARCH PROJECT Page 63 of 70 RESEARCH PROJECT Page 64 of 70 RESEARCH PROJECT Page 65 of 70 RESEARCH PROJECT Page 66 of 70 RESEARCH PROJECT Page 67 of 70 RESEARCH PROJECT Page 68 of 70 RESEARCH PROJECT Page 69 of 70 RESEARCH PROJECT Page 70 of 70 RESEARCH PROJECT ... job satisfaction - (8) The relationship between procedural justice and job satisfaction - (9) The relationship between Goal and process clarity and job satisfaction 2.1 Job satisfaction Job satisfaction. .. procedural justice, goal and process clarity 1.3 Purpose of the study The purpose of this study is to investigate the impact of supervisory support, social support, procedural justice, goal and. .. productivity in the organization Therefore, it was worth the effort for the organization to train and educate their managers on the impact of perceptions of organizational justice on the motivation and commitment