The impact of human resource management on job satisfaction of flight attendants at Vietnam Airlines

Table of Contents CHAPTER ONE: INTRODUCTION 1.1 Background of the study 1.2 The objective of the study 1.3 Scope and subject of research 1.4 Significance of the Study 1.5 Methodological 1.6 Organization of research .3 CHAPTER TWO: LITERATURE REVIEW .4 2.1 Human Resources 2.2 Theoretical background and hypotheses 2.3 Conceptual framework CHAPTER THREE: METHODOLOGY 11 3.1 Sample .11 3.2 Qualitative method .11 3.3 Quantitative method .11 3.4 Variables 11 CHAPTER FOUR: RESULTS 12 4.1 Descriptive statistics 12 4.3 Cronbach’s Alpha reliability statistics 14 4.4 Exploratory Factor Analysis (EFA) .15 4.5 Conceptual framework and hypothesis adjusted 18 4.6 Results .19 CHAPTER FIVE: CONCLUSION AND RECOMMENDATION 23 Conclusion 23 Recommendation .23 REFERENCES 26 APPENDIX 27 1.1 CHAPTER ONE: INTRODUCTION Background of the study An organization, a business, a country that wants to succeed must have a harmonious and effective combination between human resources and facilities and technology, of which, human resources is an important issue Therefore, the quality of human resources and the quality of human resources are an issue of great concern to the whole society The market economy - socialist orientation in Vietnam after more than 20 years of implementing the renovation policy has had very encouraging growth steps These results have contributed a very important contribution of a skilled human resource, with advanced science and technology in all economic sectors, especially in enterprises of economic sectors State, locomotive of the Vietnamese economy However, in reality, the recruitment, training and use of human resources in stateowned enterprises have not been effective and there are many shortcomings The situation of recruitment does not meet the actual needs and capacity of the candidates still exists, the efficiency of labor use is low, the regime for the labor force has not yet created an attraction, has not kept people who actually have talent This has made the quality of human resources in state-owned enterprises affected, requiring the appropriate regimes and policies to preserve and improve the quality of human resources In the context of fierce competition, in order to meet the increasing requirements in the labor market, the management of human resources of the cabin crew needs to make more efforts The current development of human resource planning mainly stops at the level of labor shortage assessment so that the organization of staff recruitment, human resource planning activities have not been clearly shown On the other hand, the cabin crew has made great efforts to care for the workers, create job satisfaction and achieve positive results, but most of these measures not have a specific scale The success of these measures has contributed significantly in the activities of the cabin crew but to ensure sustainable development, ready to respond quickly to market changes and customer requirements, the cabin crew must draw practical experience into a comprehensive theory, at the same time conduct research, build scientific arguments for the management and exploitation, in which have the management of human resources, determine the evaluation scale The impact of human resource management practices on the satisfaction of flight attendants at work These issues cannot be solved individually, but it requires research and evaluation in the overall operation of the whole unit, specifically evaluating the nature of the problem in order to build a complete scientific basis for organize the work of human resource management at the cabin crew In order to contribute to identifying measures to improve the satisfaction of flight attendants at work, improve the efficiency of human resource management in the unit, I have chosen the topic of Impact Assessment of Management Practices human resources to job satisfaction of flight attendants Vietnam National Airlines (Vietnam Airlines) from which to build appropriate measures in the management and operation 1.2 The objective of the study The actual research project on human resource management activities at the cabin crew, the job satisfaction of flight attendants aims to: - Explore, consider the impact of factors of human resource management practices on job satisfaction of Vietnam Airlines flight crew - Consider the difference (if any) by gender, position, age for job satisfaction of Vietnam Airlines flight crew To achieve these research objectives, the research needs to answer the following questions: - How flight attendants assess human resource management practices? - How flight attendants assess job satisfaction? - How is the impact of practical human resource management factors on job attendant satisfaction at work? - Are there differences in the attendant's comments on the human resource management practices and the satisfaction of the flight attendant according to the flight attendant's feeling according to individual characteristics? 1.3 Scope and subject of research Scope of the study The research is carried out within the scope of human resource management force of the flight crew - Vietnam Airlines Corporation, at its headquarters Ho Chi Minh City and the Northern Office in Hanoi Research subjects The assessment of human resource management practices, the satisfaction of the flight attendants can be done through the management team at all levels and employees in the company In the thesis, the research object is a flight attendant belonging to the flight crew Studying and interviewing the cabin crew, including the flight attendants, the flight attendants, and the cabin crew members of the C class and the Y class cabin, who directly serve passengers on flights 1.4 Significance of the Study The project has practical significance in the management of human resources of the cabin crew and job satisfaction in the flight attendants of Vietnam National Airlines (Vietnam Airlines) Information about the impact of factors in human resource management on job satisfaction of flight attendants is the scientific basis for implementing practical measures to improve the efficiency of human resource management strength and job satisfaction of flight attendants 1.5 Methodological The research topic is using qualitative and quantitative methods Qualitative research was used in the preliminary research phase with group discussion technique Quantitative research is used in the formal research phase with information collection techniques by means of face-to-face interviews The data and parameters are checked, analyzed and evaluated by SPSS software 1.6 Organization of research - Chapter 1: Introduction - Chapter 2: Literature review - Chapter 3: Methodology - Chapter 4: Results - Chapter 5: Conclusions and recommendations - References - Appendix CHAPTER TWO: LITERATURE REVIEW 2.1 Human Resources Human resources or HR is the company department charged with finding, screening, recruiting, and training job applicants, and administering employee benefit programs As companies reorganize to gain a competitive edge, HR plays a key role in helping companies deal with a fast-changing environment and the greater demand for quality employees John R Commons, a pioneering economist, first coined the term “human resource” in his book "The Distribution of Wealth," which was published in 1893 However, it was not until the 19th century when the developed HR departments to address misunderstandings between employees and their employers HR departments perform human resource management strategies HRM is a strategic and comprehensive approach to managing employees and the organizational culture and environment It focuses on the recruitment, management, and general direction of the people who work in an organization HR is also more involved in improving the organization’s workforce by recommending processes, approaches and business solutions to management An HR department is an essential, if not critical, component of any business regardless of the organization's size It focuses on maximizing employee productivity and protecting the company from any issues that may arise from the workforce HR responsibilities include compensation and benefits, recruitment, firing, and keeping up to date with any laws that may affect the company and its employees There are six key people-related activities that HR must effectively to add value to a company, include:  Managing and using people effectively  Tying performance appraisal and compensation to competencies  Developing competencies that enhance individual and organizational performance  Increasing the innovation, creativity, and flexibility necessary to enhance competitiveness  Applying new approaches to work process design, succession planning, career development, and inter-organizational mobility  Managing the implementation and integration of technology through improved staffing, training, and communication with employees 2.2 Theoretical background and hypotheses The number and component names of human resource management practices are different in previous studies:  According to Singh's research model (2004), the practice of human resource management consists of components: Training; Staff assessment; Career planning; Attract employees in active reports; Identify the work; Payment of labor; Recruitment  According to the research model of Morrison (1996), the practice of human resource management consists of components: The philosophy of human resources; Selective; Socialization; Educate; Ratings and rewards; Rule; Job description  According to the research model of Pathak, Budhwar, Singh & Hannas (2005), the practice of human resource management consists of 11 components: Recruitment; Flexibility/teamwork; Socialization; Internal promotion; Safety at work; Employee involvement; The role of the employee; Commitment to learning; Payment of labor; Employee ownership; Harmony  According to the aviation research model of Zerbe, Dobni & Harel (1998), the practice of human resource management has 06 components: Leadership and direction; Rewards and benefits; Demand for work; Career opportunities; Result evaluation; Train  Petrescu & Simmons (2008) research model of human resource management practices and job satisfaction, human resource management practices have 06 components: Organization, Supervision, Staff Engagement, Recruitment and Selection, Training and Learning, Payroll Based on the theory and the exchange results in the department in charge of human resources, human resource management practices in the Flight Crew Vietnam Airlines Corporation have components: Recruitment; Identify the work; Training; Result evaluation; Salaries; Encouragement; Career orientation and promotion opportunities; Manage and attract attendants to the unit's activities The details of each component are as follows: Recruitment Recruitment is the process by which businesses select candidates that are appropriate to their job requirements to meet their human resource needs; a scientific recruitment system that helps businesses recruit people with appropriate competencies, and it creates a sense of self-awareness among employees and helps work be done effectively (Pfeffer, 1998); When employees not adapt to the job, it will limit the performance, to solve this problem, enterprises must have a scientific recruitment system to ensure the compatibility between employees' capacity and job requirements In addition to the standards of appearance, flight attendants must meet the requirements of knowledge level, the ability to use a foreign language, so the method of evaluating widely informed with clear standards will help the applicant The position achieves uniformity and high efficiency in recruitment, thereby recruiting people with sufficient qualifications and knowledge to perform the job The recruitment is done scientifical, recruiting the right people will directly affect the recruited people, and also affect the people who are working On that basis, the research builds up the hypothesis on recruitment field as follows: Hypothesis 1: The employment system is rated high or low, the job satisfaction of the flight attendants also increases or decreases Identify the work Job identification and analysis is the process of researching job content in order to determine the conditions for carrying out, tasks, responsibilities, powers when performing jobs and the necessary qualities and skills of employees, have to perform a good job; Job analysis is a systematic activity that synthesizes and analyzes information about content, human requirements for jobs and job performance conditions (Mathis & Jackson, 2007) To conduct the analysis, identify the work that needs to develop a job description and job specification Job analysis helps businesses create a coordinated coordination between departments, accurately assessing the requirements of the job The flight attendant job is not a highly creative job but it is compulsory to follow strict safety procedures and passenger service procedures, so the duties of each flight attendant position is an important factor to avoid overlapping, assigning manpower in each reasonable flight, ensuring the uniformity, balance, the specific guidance of procedures and skills to serve passengers will help flight attendants standardize their work, promptly deploy their work whether on a long or short flight With a predefined and repetitive work, there are few opportunities and creative conditions will affect the job satisfaction of the hostess Therefore, the following hypotheses are formulated: Hypothesis 2: The job determination is rated high or low, the job satisfaction of the flight attendants also increases or decreases accordingly Training Training is a process by which people acquire capabilities to accomplish organizational goals; Depending on the purpose of the organization, training may also be considered in a narrow or broad sense, in a narrow sense, which provides employees with the knowledge and skills used on their current jobs (Mathis & Jackson, 2007) Flight attendants work in a special environment, so all issues must be carefully and thoughtfully trained, from the smallest operations to the complex operations to ensure absolute safety for passengers and flights A good investment in training will help the unit to have good flight attendants, thereby contributing to the quality of the flight The appropriate, scientific and practical training will both save costs for the unit, while ensuring the quality of the cabin crew However, the training of a flight attendant is a mandatory work, directly affecting the work, rank and income of each person, so the training may affect the humor of the flight attendant's heart On that basis, the research builds up the following hypothesis: Hypothesis 3: The training is rated high or low, the job satisfaction of the flight attendants also increases or decreases accordingly Staff assessment Staff assessment is the process of comparing employee performance with standards and conveying that information to employees (Mathis & Jackson, 2007) Assessing the performance of employees will have an impact on both organizations and individuals; In order for the evaluation to be effective, leaders need to make employees believe that the performance evaluation is fair, and encourage employees to proactive and actively participate in the evaluation process The evaluation of employees must be done seriously, accurately and fairly In order to that, it is necessary to set specific goals and criterias This work has a strong influence on the behavior of employees and the organization, contributing to reflect the performance results, the quality of work of employees, motivate employees to develop their competencies The flight attendants' assessment results are used in many other jobs such as considering the transfer of labor contracts, salaries, bonuses, promotions, rewards , so the evaluation results will have a certain effect on the psychology of the receptionist On that basis, the study formulated the hypothesis for the evaluation of flight attendants as follows: Hypothesis 4: The assessment of flight attendants is appreciated high or low, the job satisfaction of the flight attendants also increases or decreases Salaries Salary is an enterprise's payment to employees in cash or in kind according to their employment, the level of remuneration is closely related to the level of performance and capacity of each individual, ensuring the appropriate income level for the market Salary is understood as the amount paid by employees from their employer in proportion to the amount and quality of labor they have consumed in creating wealth for society The majority of employees want to have a high and worthy income Remuneration for employees is not commensurate with the effort that workers make, so that employees are no longer interested in the job and fade their attachment to the business Therefore, the payment of labor will affect employee satisfaction and engagement with the business Based on this basis, the research builds up the hypothesis of wage payment as follows: Hypothesis 5: The salary pays for employees is rated high or low, the job satisfaction of the flight attendants also increases or decreases Encouragement Encouragement is the process where managers use measures to motivate and encourage employees' working spirit and help employees to work enthusiastically to achieve the best results The encouragement of employees needs to be done regularly, timely, in accordance with each time, with clear and fair reward criteria; In addition to rewarding those who have good achievements, businesses need to have public and accurate handling of violations Encouragement musts be flexible, intrinsic, objective and fair, and affect the awareness of each employee in order to achieve the desired effect In order to create motivation for employees to work, they must learn about their employees and build a reasonable working environment Every employee can be motivated by trust, by material values, spirit, concerns, interests, by good reason and other factors Among these are internal factors, such as needs, interests or beliefs and some external factors such as danger and environment When motivated to have a good mentality, employees will work effectively, thereby affecting satisfaction Therefore, the following hypothesis of encouragement and research should be studied as follows: Hypothesis 6: The encouragement of flight attendants is highly or lowly, the job satisfaction of flight attendants also increases or decreases Orientation and Promotion Career orientation and promotion opportunities are a process for employees to orient for future career development, to consider their abilities, their aspirations and the difficulties they may face, to wish they could be suitable for them What we have at the same time strive to achieve higher positions in our career and job When organizations create opportunities for career advancement combined with personal development needs, they will create motivation to work for employees, bringing high efficiency to business activities; Employee's promotion opportunity has a strong impact on employee satisfaction with the job Clearly career orientation will help employees understand their jobs, understanding their future better, from which each individual will make appropriate adjustments Therefore, building a hypothesis on career planning and promotion opportunities as follows: Hypothesis 7: Career orientation and promotion opportunities are rated high or low, the job satisfaction of the flight attendants also increases or decreases Environment Managing and attraction of flight attendants in activities is the process by which manager use measures to attach employees to the organization's structure and operations As objects with particular characteristics, the management of flight attendants should be done closely in an effective working environment The management must be scientific, in principle but also flexible The flight attendants are facilitated to participate in joint activities-related decisions that will strengthen the close relationship between the unit and the individual, and they are only really satisfied when the cabin crew becomes the second home Therefore, the study builds the following hypothesis: Hypothesis 8: The management and attraction of flight attendants in the operations of the organization is highly or lowly, the job satisfaction of the flight attendants also increases or decreases Job satisfaction of flight attendants - Relationship between human resource management practices and job satisfaction at flight attendants of Vietnam Airlines Job satisfaction is a state in which employees have clearly, effectively direction for work in the organization; is the attitude about work expressed by feelings, beliefs and behaviors of workers; Influenced and acknowledged attitude of employees about various aspects of the job such as job nature, training and promotion opportunities, leadership, colleagues, salaries In general, job satisfaction is the assessment of employees on issues related to the performance of their work, the nature of this assessment depends on the perception of the employees For flight attendants, when participating in the system, interacting with colleagues, with the outside world, participating in training, evaluation, remuneration, advancement to a higher position will be separate assessments of each person about the unit where he/she is working This assessment may or may not be good, but it shows the attendant's attitude towards ongoing practices Thereby expressing the level of satisfaction in the work of the flight attendant, this satisfaction may be on the overall factors affecting the flight attendants or expressed on each element Human resource management plays an important role in the operation and strategy of the organization It determines the success and effectiveness of the organization in achieving the desired goals and results Human resource management is the bridge between organizations and workers The management of human resources will provide the organization with sufficient human resources in terms of quantity and quality to implement its activities The work of human resource management is good to promote the capacity and efficiency of the employees 'activities, impact on the satisfaction level of the employees' work, create the cohesion between the employees and organization For flight attendants, job satisfaction is not only expressed in the income level, but also in the recruitment, training, working environment Flight attendants are the labor force in direct contact with passengers on flights, contributing to ensuring flight safety and serving passengers, in addition to factors of service skills, funny flight attendants The satisfaction with the work is really exciting, dedicated to serving passengers with the highest quality, this requires each flight attendant to be carefully selected, fully trained, according to standard requirements, and the flight attendants must also be cared for and guaranteed the rights to safely carry out the tasks These are the tasks of human resource management Therefore, human resource management will affect the job satisfaction of the flight attendants 2.3 Conceptual framework This study measures the impact of practical human resource management factors on job satisfaction of flight attendants This approach was implemented in Petrescu & Simmons (2008) with a model of practical human resource management “assessment”: Staff Assessment “identify”: Identify the work and Promotion assessment1 assessment2 assessment3 assessment4 identify1 identify2 identify3 OP4 OP5 04 0.890 05 0.819 Table 4.6: Results of factor analysis of the Job satisfaction of flight attendants component Variables satisfaction1 satisfaction2 satisfaction3 satisfaction4 satisfaction5 Egigenvalue Variance cumulative Cronbach Alpha 4.5 Component 849 906 937 860 889 3.915 79.026 933 Conceptual framework and hypothesis adjusted Figure 3: Conceptual framework adjusted Figure 4: Hypothesis adjusted Hypothesis 1: The Environment of the flight attendants is highly or low, the job satisfaction of the flight attendants increases or decreases Hypothesis 2: The Training is highly appreciated or low, the job satisfaction of the flight attendants also increases or decreases Hypothesis 3: The Orientation and Salary are rated high or low, the job satisfaction of the flight attendants also increases or decreases Hypothesis 4: The Recruitment is rated high or low, the job satisfaction of the flight attendants also increases or decreases Hypothesis 5: The Staff assessment of flight attendants is appreciated high or low, the job satisfaction of the flight attendants also increases or decreases Hypothesis 6: The Identify the work and Promotion are appreciated high or low, the job satisfaction of the flight attendants also increases or decreases 4.6 Results Table 4.7: Descriptive statistics Component No Variabilit Min y Max Mean Standar d Error environme nt training salary recruitmen t assessment 206 5.75 1.25 7.00 4.6444 08217 206 206 206 5.20 5.67 4.00 1.80 7.00 5.6437 1.33 7.00 5.1448 3.00 7.00 5.8944 06600 06947 05791 206 5.25 1.75 7.00 5.4612 07587 identify Valid N (listwise) 206 206 5.20 1.80 7.00 5.7981 05931 Standar d deviatio n 1.1793 94731 99711 83122 Variance 1.0888 85128 1.186 1.391 897 994 691 725 Through the descriptive analysis, the attendants assessed the reality of human resource management practices at the unit quite well The highest rated component is Recruitment - an average of 5.8944 points / points; the most underrated component is the Environment of the flight attendants component - an average of 4.6444 points / points The job satisfaction of the flight attendants is assessed at a good level, an average of 5.2252 points / points Thus, through the opinions of the attendants participating in the recruitment survey, it is shown that the flight attendants themselves are recruited in accordance with the job requirements through the process, assessment of suitability; besides, the quality and knowledge of each individual is suitable for the job of flight attendants This is a strong point of the unit, when the properly recruited flight attendants will have a good impact on the job satisfaction of the flight attendants In addition, a number of issues related to human resource management practices Identify the work and Promotion, Training, Staff assessment, Orientation and Salary components rated at fair or above This requires the unit to continue researching, reviewing and making appropriate adjustments during the training, evaluation of cabin crew, salary reform to ensure the rationality, fairness, maintenance and delivery promote the achieved results, increase the job satisfaction of the flight attendants Regarding the content about the flight attendants' working environment, showing that the flight attendants themselves assess the encouragement, reward the flight attendants, handle violations, grasp career aspirations as well as create conditions for the flight attendants to deliver Development and participation in the work of the unit are only at average level As such, it can be seen that the flight attendant has not appreciated the facilitation of the flight attendants' participation in common activities Nearly 20% of the flight attendants said that there was no opportunity to propose improvements to improve the performance of the cabin crew, and not to make decisions related to their work The working environment factor has a great impact on working spirit and job satisfaction, so the above evaluation results show that the attendant's satisfaction with the affected unit is not good if there is not have an improvement Table 4.8: Results of regression analysis for job satisfaction of flight attendants Component Regressi on coefficie nt (B) Standa rd Error (Constant) 213 505 391 076 environme nt Standar d regressi on coefficie nt (Beta) t Sig Variance inflation factor 448 2.232 422 391 673 5.13 000 Acceptanc e training -.165 096 -.132 salary 281 091 237 recruitmen t assessment 346 086 244 043 084 040 identify 070 099 050 1.71 087 3.07 002 4.01 000 515 607 703 483 438 2.285 435 2.299 705 1.419 431 2.321 508 1.969 Dependent variable: satisfaction According to the formula: Satisfaction = β0 + (β1 x environment) + (β2 x training) + (β3 x salary) + (β4 x recruitment) + (β5 x assessment) + (β6 x identify) The results of partial regression analysis show that the training component (training) has sig.T = 0.087> 0.05, the Staff assessment component (assessment) has sig.T = 0.607> 0.05 Identify job and promotion component (identify) has sig.T = 0.483> 0.05 The remaining components include Environment of the flight attendants (environment), Orientation and Salary component (salary), Employee recruitment (recruitment) all have sig.T