2.4.1.1. M嘘i quan h羽 gi英c"n逢挨pi"d鰻ng và s詠 hài lòng c栄a nhân viên.
Theo Spector (1997); Dgtmqykv¦"x "e瓜pi"u詠"*3;:9+ n逢挨pi"d鰻pi"x "u詠"j k"n”pi"e栄c"
nhân viên mj»pi"e„"v逢挨pi"swcp"o衣pj"x噂k"pjcw."e„"pij c"n "n逢挨pi"d鰻pi" v"e„"vƒe"8瓜pi"8院p" u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"Ak隠w"p {"e„"vj吋"e„"vj吋"n "fq 8嘘k"x噂k"pj英pi"pi pj"pij隠"n pj" x詠e 8員e"vj́x噂k"o泳e"8«k"pi瓜"e詠e"ecq"pj逢pi"8k隠w"mk羽p"n o"xk羽e"x»"épimj逸e"pijk羽v"e pi"
không làm hài lòng nhân viên="O員v"mjƒe."p院w"pj¤p"xk‒p"n o"xk羽e"vtqpi"8k隠w"mk羽p"e<pi" vj鰯pi"x "d壱p"t瓜p"8院p"o泳e"j丑"mj»pi"e„"mj違"p<pi"vk‒w"vk隠p"vj·"n逢挨pi"d鰻pi"mj»pi"e”p"o医{" #"pij c"p英c="Piq k"tc."8嘘k"x噂k"pj英pi"e»pi"xk羽e"8”k"j臼k"8co"o‒."uƒpi"v衣q.Èpj逢"pijk‒p" e泳w"mjqc"j丑e."x "vt映."e嘘pi"jk院p."rjƒv"okpj.Èvj·"pj¤p"xk‒p"ej栄"{院w"n o"xk羽e"x·"8co"o‒." u荏"vj ej"j挨p"n "x·"8«k"pi瓜0"Vw{"pjk‒p."8„"ej雨"n "pj英pi"vt逢運pi"j嬰r"8員e"vj́."vtqpi"vj詠e"v院" mj»pi"vj吋"rj栄"pj壱p"xck"vt”"e栄c"n逢挨pi"d鰻pi"8院p"u詠"j k"n”pi"e栄c"pj¤p viên, 8c"u嘘"pj¤p" xk‒p"8k"n o"e»pi o映e"8 ej"ew嘘k"épi"e pi"n "8吋"mk院o"vk隠p"8吋"vtcpi"vt違k"eƒeeƒe"pjw"e亥w"
29
x隠"z«"j瓜k"Î x壱v"ej医v"Î vkpj"vj亥p, nj医v"n "vtqpi"d嘘k"e違pj"ncq"8瓜pi"荏"Xk羽v"Pco"x嘘p"8逢嬰e" zgo"n "ncq"8瓜pi"ikƒ"t飲"x "x医p"8隠"8«k"pi瓜"ncq"8瓜pi"x磯p"e”p"pjk隠w"j衣p"ej院. Dq"8„"p院w" pj¤p"xk‒p"e違o"vj医{"o泳e"n逢挨pi"d鰻pi"n "rj́"j嬰r"pjk隠w"mj違"p<pi"j丑"u胤"e pi"j k"n”pi"x噂k" e»pi"xk羽e"*曳pi"j瓜"d荏k< Vt亥p"Mko"Fwpi."4227; Ej¤w"Vw医p"Jw{."422:=È+0"V瑛"8„."vƒe"ik違" 8隠"zw医v"ik違"vjw{院v"J1:
H1<"N⇔￢pi"dごpi"e„"vƒe"8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p"xk‒p
2.4.1.2. M嘘i quan h羽 gi英a phúc l嬰i và s詠 hài lòng c栄a nhân viên.
Theo Herzberg (1959) rj¿e"n嬰k"mj»pi"vt詠e"vk院r"ocpi"n衣k"u詠"j k"n”pi"e栄c"pj¤p"xk‒p" pj逢pi"p院w"vjk院w"u胤"ocpi"8院p"u詠"mj»pi"j k"n”pi"e栄c"pj¤p"xk‒p"8嘘k"x噂k"v鰻"ej泳e0"D荏k"n胤" rj¿e"n嬰k"e pi"n "o瓜v"vtqpi"pj英pi"vk‒w"ej "8ƒpj"ikƒ"8«k"pi瓜"e栄c"v鰻"ej泳e"x噂k"pj¤p"xk‒p0" Pj¤p"xk‒p"u胤"swcp"v¤o"x "逢c"vj ej"j挨p"8嘘k"x噂k"pj英pi"e»pi"v{"ewpi"e医r"rj¿e"n嬰k"z«"j瓜k" v嘘v"j挨p"uq"x噂k"pj英pi"e»pi"v{"mjƒe0"P院w"pj逢"荏"épi"o瓜v"8k隠w"mk羽p"n o"xk羽e"x "o泳e"8«k" pi瓜"pj逢"pjcw"vj·"pj¤p"xk‒p"e„ vj吋"u胤"n詠c"ej丑p"8挨p"x鵜"ewpi"e医r"rj¿e"n嬰k"v嘘v"pj医v"x "zgo" pj逢"8„"n "vk‒w"ej "8吋"ej丑p"n詠c"pj "vw{吋p"f映pi0"O嘘k"swcp"j羽"ik英c"rj¿e"n嬰k"x "u詠"j k"n”pi" e栄c"pj¤p"xk‒p"8«"8逢嬰e"zgo"zfiv"d荏k"pjk隠w"vƒe"ik違"mjƒe"pjcw"pj逢<"Vt亥p"Mko"Fwpi"*4227+ ejq"t茨pi"Rj¿e"nぢk"z«"jじk"e„"違pj"j逢荏pi"v ej"e詠e"8院p"u詠"j k"n”pi"vtqpi"e»pi"xk羽e"e栄c"pj¤p" xk‒p="V逢挨pi"v詠."Vt鵜pj"V¿"Cpj"("N‒"Vj鵜"Rj逢挨pi"Nkpj"*4236+ e pi"pj壱p"8鵜pj"u詠"j k"n”pi" e栄c"pj¤p"xk‒p"d鵜"vƒe"8瓜pi"v ej"e詠e"d荏k"rj¿e"n嬰k"e»pi"v{0"Vjgq"o瓜v"u嘘"j丑e"ik違"mjƒe."vtqpi" u嘘"pj英pi"piw{‒p"pj¤p"vj»pi"vj逢運pi"x "rj鰻"dk院p"pj医v"vƒe"8瓜pi"8院p"j k"n”pi"e»pi"xk羽e" e栄c" pi逢運k" ncq" 8瓜pi" dcq" i欝o" e„" rj¿e" n嬰k" z«" j瓜k"(Robert & Angelo, 2007; Adams & Frankmann, 1962=" Urgevqt." 3;;9+" piq k" tc." pj英pi pijk‒p" e泳w" vtqpi" p逢噂e" e pi" ej泳pi" okpj"ejq"o嘘k"swcp"j羽"p {<"Vt亥p"Mko"Fwpi."4227="Mj»k"("Pij鵜."4236=È+. V瑛"8„"vƒe"ik違" 8隠"zw医v"ik違"vjw{院v"J4<
H2<"Rj¿e"nぢk"e„"vƒe"8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p"xk‒p
2.4.1.3. M嘘i quan h羽 gi英c"8k隠u ki羽n làm vi羽c và s詠 hài lòng c栄a nhân viên.
Theo Luthans (1995)."8k隠w"mk羽p"n o"xk羽e"e„"o泳e"違pj"j逢荏pi"8院p"u詠"j k"n”pi"e栄c" pj¤p"xk‒p0"E„"vj吋"zgo"zfiv"8k隠w"mk羽p"n o"xk羽e"荏"pjk隠w"i„e"8瓜"mjƒe"pjcw"pj逢"e挨"u荏"x壱v" ej医v"*x<p"rj”pi"n o"xk羽e."d p"ij院."vtcpi"vjk院v"d鵜"oƒ{"o„eÈ+."pjk羽v"8瓜."ƒpj"uƒpi."¤o"
thanh bên ngoài,È"jc{"pj英pi"8k隠w"mk羽p"x隠"vkpj"vj亥p"pj逢"x<p"j„c"e»pi"u荏."ikcq"vk院r."n宇" pijk0"Mjk"8ƒpj"ikƒ"u詠"j k"n”pi"x噂k"e»pi"xk羽e."pj¤p"xk‒p"vj逢運pi"uq"uƒpj"8k隠w"mk羽p"n o"
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xk羽e"e栄c"o·pj"uq"x噂k"8k隠w"mk羽p"n o"xk羽e"vk‒w"ejw育p"e栄c"z«"j瓜k"jq員e"x噂k"v鰻"ej泳e"v逢挨pi"v詠" vtqpi"pi pj"pij隠."n pj"x詠e."sw{"o»"jq衣v"8瓜pi0 Ak隠w"mk羽p"n o"xk羽e"n "o瓜v"{院w"v嘘"x»"épi" swcp"vt丑pi"x "e亥p"vjk院v"8嘘k"x噂k"pj¤p"xk‒p"vtqpi"swƒ trình táe"pijk羽r."ikcq"vk院r"x "z穎"n#" e»pi"xk羽e0 P院w"8k隠w"mk羽p"z«"j瓜k"mfio"j挨p"8k隠w"mk羽p"n o"xk羽e"e栄c"pj¤p"xk‒p."vj·"8k隠w"p {" u胤"f磯p"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p"x·"j丑"pij "j丑"8cpi"e„"o瓜v"x鵜"vt "v嘘v"j挨p"uq"x噂k" pj英pi"p挨k"mjƒe"(Kaya, 1995)0"Vw{"pjk‒p"vjgq"Urgevqt"*3;;9+"e pi"ejq"t茨pi"p院w"pj¤p" xk‒p"o "e„"8”k"j臼k"swƒ"ecq"x隠"8k隠w"mk羽p"n o"xk羽e"vj逢運pi"u胤"mj»pi"j k"n”pi"x隠"e»pi"xk羽e" e栄c"j丑0"Pjk隠w"pijk‒p"e泳w"ejq"t茨pi."u詠"j k"n”pi"vtqpi"e»pi"xk羽e"ej鵜w"違pj"j逢荏pi"n噂p"fq" 8k隠w"mk羽p"n o"xk羽e"mj»pi"8違o"d違q"(Herzberg, 1987; Mj»k"("Pij鵜."4236+0"V瑛"8„."vƒe"ik違" 8隠"zw医v"ik違"vjw{院v"J5<
H3<"Akｚw"mkうp"n o"xkうe"e„"vƒe"8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p"xk‒p
2.4.1.4. M嘘i quan h羽 gi英c"8 q"v衣o và s詠 hài lòng c栄a nhân viên.
Theo Landale (1999) 8 q"v衣q"v壱r"vtwpi"x q"xk羽e"j丑e"v壱r"e栄c"pj¤p"xk‒p"8吋"rjƒv"vtk吋p" eƒe"m悦"p<pi"x "mk院p"vj泳e"e亥p"vjk院v"ejq"x鵜"vt "e»pi"xk羽e0"Vtqpi"d嘘k"e違pj jk羽p"pc{."8 q"v衣q" n "o瓜v"mj c"e衣pj"t医v"swcp"vt丑pi"vtqpi"xk羽e"v嘘k"8c"j„c"n嬰k"pjw壱p"e栄c"v鰻"ej泳e0"Vjgq"Poh & Abd Hamid (2001)."8 q"v衣q"n "o瓜v"jq衣v"8瓜pi"ejk院p"n逢嬰e"swcp"vt丑pi"e栄c"v鰻"ej泳e"z¤{"f詠pi" n嬰k"vj院"e衣pj"vtcpj"d隠p"x英pi"8吋"v欝p"v衣k"x "rjƒv"vtk吋p0"Ucw"mjk"8逢嬰e"8 q"v衣q"x "rjƒv"vtk吋p."m悦" p<pi"e栄c"pj¤p"xk‒p"8逢嬰e"p¤pi"ecq."8k隠w"p {"ik¿r"j丑"jq p"vj pj"v嘘v"e»pi"xk羽e"x "e違o" vj医{"j k"n”pi0"D‒p"e衣pj"8„."pj¤p"xk‒p"e pi"e„"vj吋"u胤"e„"8逢嬰e"n”pi"vkp"v瑛"e医r"vt‒p."v瑛"8„" 8逢嬰e"vtcq"sw{隠p"pjk隠w"j挨p"x "pj壱p"8逢嬰e"pj英pi"rj亥p"vj逢荏pi"x隠"x壱v"ej医v."vkpj"vj亥p"pjk隠w" j挨p0 Eƒe"pijk‒p"e泳w"vt逢噂e"8¤{"ejq"vj医{"8 q"v衣q"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi" e»pi"xk羽e"(Chiang, Back, & Canter, 2005; Ock"Pi丑e"Mj逢挨pi"("D́k"Fk宇o"Vk院p."4236;
Tk¦ycp"x "e瓜pi"u詠."4234+. Vasudevan (2014) e pi"pj壱p"vj医{"t茨pi"8 q"v衣q"e„"vƒe"8瓜pi" v ej"e詠e"x "e„"違pj"j逢荏pi"8ƒpi"m吋"8院p"u詠"eco"m院v"x "j k"n”pi"e栄c"pj¤p"xk‒p"x噂k"v鰻"ej泳e0 V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J6<
H4<"A q"vＴq"vƒe8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p"xk‒p
2.4.1.5. M嘘i quan h羽 gi英c"e挨"j瓜k"vj<pi"vk院n và s詠 hài lòng c栄a nhân viên.
E挨"j瓜k"vj<pi"vk院p"n "mj違"p<pi"e„"8逢嬰e"pj英pi"x鵜"vt "e»pi"xk羽e"v嘘v"j挨p"vtqpi"e»pi" xk羽e"pj運"u詠"e医v"pj逸e."8隠"d衣v"v瑛"pi逢運k"mjƒe"x "rj医p"8医w"tflp"nw{羽p"e栄c"d違p"vj¤p0"Pjk隠w" pj¤p"xk‒p" ow嘘p"8逢嬰e"vj<pi"vk院p"8吋"e„"8逢嬰e"8«k"pi瓜"ecq"j挨p"x隠" x壱v"ej医v"pj逢pi"swcp"
31
vt丑pi"j挨p"pi逢運k"vj<pi"vk院p"u胤"e„"8逢嬰e"u詠"vj瑛c"pj壱p."u詠"sw#"p吋"e栄c"pjk隠w"pi逢運k0"N¿e"8„." eqp"pi逢運k"8逢嬰e"j k"n”pi"pjw"e亥w"8逢嬰e"v»p"vt丑pi0"X·"x壱{."o丑k pi逢運k"ncq"8瓜pi."8隠w"p厩"n詠e" n o"xk羽e"8吋"v·o"mk院o"o瓜v"x鵜"vt "mjƒ"j挨p"vtqpi"u詠"pijk羽r"e栄c"o·pj"vj»pi"swc"e挨"j瓜k"8逢嬰e" vj<pi" vk院p0" Vjgq" Mj»k" (" Pij鵜" *4236+" e挨" j瓜k" 8逢嬰e" 8 q" v衣q" x " vj<pi" vk院p" n " o瓜v" vtqpi" pj英pi"{院w"v嘘"swcp"vt丑pi"pj医v"vƒe"8瓜pi"8院p"u詠"j k"n”pi"e栄c"nhân viên. Vtqpi"n pj"x詠e"{" v院."e挨"j瓜k"vj<pi"vk院p"e pi"8逢嬰e"ej泳pi"okpj"n "e„"違pj"j逢荏pi"8院p"u詠"j k"n”pi"e»pi"xk羽e" *Ci{grqpi"x "e瓜pi"u詠."4226+0"M院v"nw壱p"v逢挨pi"v詠"e pi"8逢嬰e"ej泳pi"okpj"d荏k<"Vt亥p"Mko"
Dung, 2005; Mj»k" (" Pij鵜." 4236= Ej¤w" Vw医p" Jw{." 422:= Piw{宇p" Vj鵜" Pi丑e" Fk宇o." 4238=È Piq k"tc."Dtqyp"*4227+"e pi"ejq"t茨pi"pj¤p"xk‒p"e„"vj吋"v瑛"d臼"e»pi"xk羽e"e栄c"j丑." v·o"mk院o"xk羽e"n o"o噂k"jq員e"vjc{"8鰻k"pij隠"pijk羽r"p院w"o泳e"8瓜"j k"n”pi"e»pi"xk羽e"vj医r" piw{‒p"pj¤p"ej pj"n "fq"pj¤p"xk‒p"e違o"vj医{"vjk院w"e挨"j瓜k"vj<pi"vk院p"pij隠"pijk羽r0"V瑛"8„." vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J7<
H5: E￢"jじk"vj<pi"vkｘp"vƒe"8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p"xk‒p
2.4.1.6. M嘘i quan h羽 gi英a s詠 trao quy隠n và s詠 hài lòng c栄a nhân viên.
U詠"vtcq"sw{隠p"ejq"pj¤p"xk‒p"z違{"tc"mjk"o瓜v"pj¤p"xk‒p"e„"zw"j逢噂pi"ejkc"u飲"vj»pi"vkp" e栄c"o·pj."p¤pi"ecq"sw{隠p"v詠"sw{院v"e栄c"o·pj"mjk"tc"sw{院v"8鵜pj"(Karim & Rehman, 2012). Wellins (1991) mj鰯pi"8鵜pj"t茨pi"o瓜v"v鰻"ej泳e"v壱r"vtwpi"x q"vtcq"sw{隠p"ejq"pj¤p"xk‒p"u胤"e„" vj吋"fw{"vt·"u詠"v欝p"v衣k"e栄c"p„"x隠"n¤w"f k0"O員v"mjƒe."Piw{宇p"Vj鵜"Pi丑e"Fk宇o"*4238+ cho
t茨pi"{院w"v嘘"e違p"vt荏"swƒ"vt·pj"jq p"vjk羽p"o瓜v"v鰻"ej泳e"x "i¤{"tc"u詠"mj»pi"j k"n”pg cho
pj¤p"xk‒p"n "pi逢運k"sw違p"n#0"D荏k"x·"j丑"e„"sw{隠p"sw{院v"8鵜pj"pj逢pi"j丑"mj»pi"jk吋w"m悦"o丑k" x医p"8隠"e栄c"e»pi"xk羽e."pi逢嬰e"n衣k."pj¤p"xk‒p"jk吋w"t "v·pj"j·pj"e»pi"xk羽e"pj逢pi"j丑"mj»pi" e„"sw{隠p"sw{院v"8鵜pj"fq"8„"vtqpi"vt逢運pi"j嬰r"p {."xk羽e"vtcq"sw{隠p"ejq"pj¤p"xk‒p"e„"vj吋"n " o瓜v"ik違k"rjƒr"v嘘v0"Piq k"tc."Piw{宇p"Vj鵜"Pi丑e"Fk宇o"*4238+ ej雨"tc"t茨pi"u詠"vtcq"sw{隠p"e„" 違pj"j逢荏pi"v ej"e詠e"8ƒpi"m吋"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"V逢挨pi"v詠."He, Murrmann, & Perdue (2010) 8«"ej泳pi"okpj"t茨pi"xk羽e"vtcq"sw{隠p ejq"pj¤p"xk‒p"e„"違pj"j逢荏pi"v嘘v"8院p" ej医v"n逢嬰pi"f鵜ej"x映"x "u詠"j k"n”pi"e»pi"xk羽e0"D‒p"e衣pj"8„."vjgq"Chang, Chiu, & Chen (2010) o瓜v"u嘘"n逢嬰pi"n噂p"eƒe"m院v"sw違"pijk‒p"e泳w"ejq"vj医{"t茨pi"u詠"vtcq"sw{隠p"ewpi"e医r" o瓜v"vt違k"pijk羽o"e»pi"xk羽e"v ej"e詠e"ejq"pj¤p"xk‒p"x "fq"8„."p„"f磯p"8院p"o泳e"8瓜"j k"n”pi" ecq"e栄c"pj¤p"xk‒p0"J挨p"p英c."Lwp"x "e瓜pi"u詠"*4228+e pi"8欝pi"#"x噂k"swcp"8k吋o"p {0"Zw医v" rjƒv"v瑛"vj詠e"v院"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J8<
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IkＶ"vjw{ｘv"J6<"Uば"vtcq"sw{ｚp"vƒe"8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p"
viên
2.4.1.7. M嘘i quan h羽 gi英a làm vi羽c nhóm và s詠 hài lòng c栄a nhân viên.
O嘘k"swcp"j羽"ik英c"n o"xk羽e"pj„o"x "u詠"j k"n”pi"e栄c"pj¤p"xk‒p"v瑛"n¤w"8«"8逢嬰e"eƒe" j丑e" ik違" pijk‒p" e泳w" x " swcp" v¤o" vt‒p" vq p" vj院" ik噂k" vtqpi" pjk隠w" n pj" x詠e" pijk‒p" e泳w0"
Kalisch & Lee (2009) ejq"t茨pi"n o"xk羽e"pj„o"n "o瓜v"pj„o"pi逢運k"j厩"vt嬰"n磯p"pjcw"8吋"8衣v" 8逢嬰e"o映e"vk‒w"e栄c"v鰻"ej泳e0"V逢挨pi"v詠."Rwtf{"x "e瓜pi"u詠"*4232+"ejq"t茨pi"n o"xk羽e"pj„o" n "o瓜v"swƒ"vt·pj"v鰻"ej泳e"eƒe"pj„o"ik英c"eƒe"pj¤p"xk‒p"8吋"jq p"vj pj"e»pi"xk羽e"pj医v"8鵜pj0" Fq"8„."n o"xk羽e"pj„o"n "o瓜v"nq衣k"v鰻"ej泳e"x "j嬰r"vƒe"8逢嬰e"vjk院v"m院"8吋"8衣v"8逢嬰e"o瓜v"o映e" vk‒w"e映"vj吋"e栄c"v鰻"ej泳e"*Ock"Pi丑e"Mj逢挨pi"("D́k"Fk宇o"Vk院p."4236+0"A嘘k"x噂k"pj英pi"e»pi" xk羽e"rj泳e"v衣r"nw»p"8k"mflo"x噂k"pjk隠w"t栄k"tq."pj医v"n "vtqpi"n pj"x詠e"{"v院"e pi"e亥p"vjk院v."8隠" ecq"x "pj医p o衣pj"xck"vt”"e栄c"n o"xk羽e"pj„o"8員e"dk羽v"8嘘k"x噂k"pj英pi"ec"o鰻"rj泳e"v衣r0
Theo Lwp"x "e瓜pi"u詠"*4228+n o"xk羽e"vjgq"pj„o"n "o瓜v"vtqpi"pj英pi"{院w"v嘘"swcp"vt丑pi"f詠" dƒq"x隠"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"V逢挨pi"v詠."Lwp"x "e瓜pi"u詠"*4228+ e pi"ejq"t茨pi"n o" xk羽e"vjgq"pj„o"e„"違pj"j逢荏pi"v ej"e詠e"8ƒpi"m吋"8嘘k"x噂k"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"Vtqng
n pj"x詠e"{"v院."eƒe"{"dƒe"u "rj違k"vj逢運pi"zw{‒p"j瓜k"ej育p"x "n o"xk羽e"pj„o"x噂k"pjcw"8隠"8逢c" tc"pj英pi"rjƒe"8欝"8k隠w"vt鵜"rj́"j嬰r"ejq"d羽pj"pj¤p"jc{"xk羽e"vj逢運pi"zw{‒p"rj違k"vjco"ikc" pj英pi"8隠"ƒp"pijk‒p"e泳w"ejw{‒p"u¤w."pj英pi"ec"rj磯w"vjw壱v"rj泳e"v衣r.È"fq"8員e"vj́"e栄c" pi pj"pij隠"fq"8„"xck"vt”"e栄c"n o"xk羽e"pj„o"vj壱v"u詠"swcp"vt丑pi"x "mj違"p<pi"e pi"u胤"違pj" j逢荏pi"8院p"u詠"j k"n”pi"vtqpi"e»pi"xk羽e"e栄c"j丑0"V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J7 sau:
IkＶ"vjw{ｘv"J7<"N o"xkうe"pj„o"vƒe"8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p
viên
2.4.1.8. M嘘i quan h羽 gi英a m泳e"8瓜 tôn tr丑ng và s詠 hài lòng c栄a nhân viên.
Vjgq"vjw{院v"pjw"e亥w"e栄c"Ocunqy."pjw"e亥w"8逢嬰e"v»p"vt丑pi"x "8逢嬰e"vj吋"jk羽p"n "荏"e医r" ecq"pj医v0"Clark (2002) ejq"t茨pi"o泳e"8瓜"8逢嬰e"v»p"vt丑pi"n "pj¤p"v嘘"swcp"vt丑pi"pj医v"ik違k" vj ej"u詠"vj臼c"o«p"vtqpi"e»pi"xk羽e"e栄c"pj¤p"xk‒p0"Mjƒe"x噂k"{院w"v嘘"n”pi"vkp."u詠"v»p"vt丑pi" vj吋"jk羽p"xk羽e"pj¤p"xk‒p"e„"8逢嬰e"u詠"vkp"v逢荏pi"jc{"8ƒpj"ikƒ"ecq"v瑛"pi逢運k"mjƒe"jc{"mj»pi." e„"vj吋"n "u詠"v»p"vt丑pi"v瑛"mjƒej"j pi."8欝pi"pijk羽r"jc{"n«pj"8衣q"vtqpi"mjk"n”pi"vkp"n衣k"zw医v" rjƒv"v瑛"d違p"vj¤p"pj¤p"xk‒p"8院p"x噂k"pi逢運k"mjƒe0"Vt‒p"vj詠e"v院."mj»pi"ck"n "mj»pi"e„"pjw" e亥w"8逢嬰e"v»p"vt丑pi."f́"n "o瓜v"pj¤p"xk‒p"swfiv"f丑p"jc{"n«pj"8衣q"e医r"ecq."vw{"pjk‒p"e pi" 8違o"pjk羽o"pj英pi"ej泳e"x映"荏"pj英pi"x鵜"vt "e pi"ecq."pjw"e亥w"e亥p"8逢嬰e"v»p"vt丑pi"e pi"n噂p0"
33
O泳e"8瓜"v»p"vt丑pi"8逢嬰e"vj吋"jk羽p"荏"pjk隠w"mj c"e衣pj"mjƒe"pjcw."e„"vj吋"n "u詠"v»p"vt丑pi"x隠" e»pi"xk羽e."8«k"pi瓜."u詠"v»p"vt丑pi"x隠"n運k"p„k."uw{"pij ."#"mk院p"e栄c"eƒ"pj¤p"jc{"u詠"vj瑛c"pj壱p" v瑛"e挨"swcp"jc{"v鰻"ej泳e0"U詠"v»p"vt丑pi"vj詠e"ej医v"n "u詠"vj瑛c"pj壱p"ikƒ"vt鵜"e栄c"pi逢運k"mjƒe" vj»pi"swc"pj英pi"8ƒpj"ikƒ"e栄c"d違p"vj¤p0"E„"8逢嬰e"u詠"v»p"vt丑pi"v瑛"pi逢運k"mjƒe"vj詠e"ej医v"n " e„"8逢嬰e"u詠"vj瑛c"pj壱p"v瑛"pi逢運k"mjƒe"x隠"ikƒ"vt鵜"d違p"vj¤p."fq"8„."o瓜v"mjk"8«"8逢嬰e"vj瑛c" pj壱p."8逢嬰e"8ƒpj"ikƒ"8¿pi"x噂k"p<pi"n詠e."rj育o"ej医v."vt·pj"8瓜"e栄c"o·pj"pj¤p"xk‒p"u胤"j k" n”pi"o瓜v"eƒej"e„"8k隠w"mk羽p"x噂k"e»pi"xk羽e0"Pi逢嬰e"n衣k."p院w"j丑"mj»pi"8逢嬰e"v»p"vt丑pi"8欝pi" pij c"x噂k"xk羽e"ikƒ"vt鵜"e栄c"d違p"vj¤p"mj»pi"8逢嬰e"vj瑛c"pj壱p."j丑"u飲"p違{"ukpj"v¤o"n#"mj»pi"
hài lòng, chán ghét."vj壱o"ej "d臼"xk羽e0"Pjk隠w"vƒe"ik違"ejq"t茨pi"o泳e"8瓜"v»p"vt丑pi"n "o瓜v" vtqpi"pj英pi"{院w"v嘘"8亥w"x q"swcp"vt丑pi"vtqpi"xk羽e"v衣q"n壱r"u詠"j k"n”pi"x "vkp"v逢荏pi"e栄c" mjƒej"j pi"*Ej¤w"Vw医p"Jw{."422:+0"V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J:<
H8<"Oとe"8じ"v»p"vtがpi"e„"vƒe"8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p"xk‒p
2.4.1.9. M嘘i quan h羽 gi英a s詠 h泳ng thú công vi羽c và s詠 hài lòng c栄a nhân viên.
U詠"j泳pi"vj¿"vtqpi"e»pi"xk羽e"8隠"e壱r"8院p"xk羽e"pj¤p"xk‒p"e„"pk隠o"vj ej"vj¿"x "j泳pi" mj荏k"8嘘k"x噂k"vj pj"sw違"e栄c"e»pi"xk羽e"jc{"mj»pi"jq員e"n "pj¤p"xk‒p"e„"e違o"vj医{"e»pi"xk羽e" jk羽p"v衣k"e栄c"j丑"n "vj¿"x鵜"jc{"mj»pi0"Vj詠e"v院"ejq"vj医{"n "eqp"pi逢運k"e„"zw"j逢噂pi"n詠c"ej丑p" pj英pi"e»pi"xk羽e"rj́"j嬰r"x噂k"p<pi"n詠e."ejw{‒p"o»p"x "u荏"vj ej"x "j丑"vj逢運pi"8衣v"8院p"u詠" vj pj"e»pi"pj医v"8鵜pj"p院w"n o"8¿pi"e»pi"xk羽e"o·pj"vj ej."u荏"vt逢運pi"x "8co"o‒0"Pi逢嬰e" n衣k."x噂k"pj英pi"e»pi"xk羽e"mj»pi"e„"u詠"vj ej"vj¿."pj¤p"xk‒p"ej雨"n "xk羽e"o瓜v"eƒej"8嘘k"rj„."vt·" jq«p"x "p<pi"uw医v"vj医r0"Vtqpi"vj詠e"v院."u詠"j泳pi"vj¿"8»k"mjk"e”p"8逢嬰e"8ƒpj"ikƒ"ecq"j挨p"e違" pj英pi"8«k"pi瓜"x隠"x壱v"ej医v"8嘘k"x噂k"pj英pi"e»ng xk羽e"ocpi"v pj"ej医v"8員e"vj́0"Phân viên
p q"pij "e»pi"xk羽e"o·pj"n o"n "vj¿"x鵜"vj·pjk隠w"mj違"p<pi pj¤p"xk‒p"8„"j k"n”pi"j挨p"vtqpi" e»pi"xk羽e"x "8逢嬰e"8瓜pi"xk‒p"v嘘v"j挨p"n "pj¤p"xk‒p"o "mj»pi"vj ej"vj¿"x隠"e»pi"xk羽e"e栄c" j丑0"V瑛"8„."u詠"j泳pi"vj¿"vtqpi"e»pi"xk羽e 8逢嬰e"ejq"n "o瓜v"{院w"v嘘 ej pj"f詠"8qƒp"ejq"u詠"j k" n”pi"e栄c"pj¤p"xk‒p"(Luthans, 1995)0"D‒p"e衣pj"8„.""pjk隠w"pijk‒p"e泳w"8«"ej泳pi"okpj"u詠" j泳pi"vj¿"vtqpi"e»pi xk羽e"e„"u詠"vƒe"8瓜pi"v ej"e詠e"8ƒpi"m吋"8院p"u詠"j k"n”pi"vtqpi"e»pi"xk羽e" e栄c"pj¤p"xk‒p"(Plate & Stone, 1974; Vt亥p"Mko"Fwpi."4227."Ej¤w"Vw医p"Jw{."422:=È+0" X噂k"d嘘k"e違pj"pi pj"{"v院."x噂k"v pj"ej医v"8員e"vj́"tk‒pi"dk羽v."e„"vj吋."u詠"j泳pi"vj¿"x "8co"o‒" x噂k"e»pi"xk羽e"n "o瓜v"{院w"v嘘"8亥{"vk隠o"p<pi"8吋"ik違k"vj ej"u詠"j k"n”pi"v鰻pi"vj吋"e栄c"pj¤p" xk‒p0"V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J;<
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2.4.1.10. M嘘i quan h羽 gi英a lòng tin và s詠 hài lòng c栄a nhân viên.
N”pi"vkp"n "o瓜v"mjƒk"pk羽o"vt瑛w"v逢嬰pi"8逢嬰e"f́pi"8吋"8q"n逢運pi"e違o"pj壱p"vkp"e壱{"e栄c" o瓜v"eƒ"pj¤p"8嘘k"x噂k"eƒ"pj¤p"jc{"v鰻"ej泳e"mjƒe0"N”pi"vkp"e„"8逢嬰e"swc"vj運k"ikcp"vk院r"z¿e" jc{"swc"u詠"vk院r"pj壱p"o瓜v"eƒej"x»"v·pj"jc{"e嘘"#"pj英pi"vj»pi"vkp"x隠"8嘘k"v逢嬰pi"8逢嬰e"tin
v逢荏pi0"N”pi"vkp"vtqpi"pijk‒p"e泳w"p {"8逢嬰e"zgo"zfiv"ik英c"jck"mj c"e衣pj"dcq"i欝o"n”pi"vkp" x噂k"8欝pi"pijk羽r"x "n”pi"vkp"x噂k"e医r"vt‒p0"A嘘k"x噂k"e医r"vt‒p."n”pi"vkp"e栄c"pj¤p"xk‒p"vj吋"jk羽p" 荏"u詠"vkp"v逢荏pi"x q"pj英pi"8逢運pi"n嘘k."ej pj"uƒej."8«k"pi瓜."ejk院p"n逢嬰e"rjƒv"vtk吋p"v鰻"ej泳e.È=" A嘘k"x噂k"8欝pi"pijk羽r."n”pi"vkp"vj吋"jk羽p"荏"u詠"v»p"vt丑pi."e荏k"o荏"x "vkp"e壱{.È"Pjk隠w"pijk‒p" e泳w"ejq"vj医{"n”pi"vkp"e栄c"pj¤p"xk‒p"8嘘k"x噂k"e医r"vt‒p"e„"vƒe"8瓜pi"o衣pj"8院p"u詠"j k"n”pi" pj¤p"xk‒p"pj逢"Driscoll (1978) ejq"t茨pi"n”pi"vkp"n "pj¤p"v嘘"sw{院v"8鵜pj"ik¿r"n o"v<pi"u詠" j k" n”pi" e栄c" pj¤p" xk‒p." vtqpi" mjk" 8„" Nciceg" x " e瓜pi" u詠" *3;;3+ e pi" ejq" t茨pi" u詠" vkp" v逢荏pi"n磯p"pjcw"ik英c"e医r"vt‒p"Î pj¤p"xk‒p"e医r"f逢噂k"8«"n o"v<pi"u詠"j k"n”pi"e栄c"pj¤p"xk‒p" e医r" f逢噂k0" Pj英pi" m院v" nw壱p" v逢挨pi" v詠" e pi" v·o" vj医{" vtqpi" eƒe" pijk‒p" e泳w e栄c<"Dirks & Ferrin (2001), Flaherty & Pappas (2000)=È"D‒p"e衣pj"8„."Matzler & Renzl (2006) e pi" 8«"ej雨"tc t茨pi"n”pi"vkp"*mj»pi"ej雨"8嘘k"x噂k"n«pj"8衣q"o "e”p"8嘘k"x噂k"8欝pi"pijk羽r+"e„"vƒe" 8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p"vtqpi"e»pi"xk羽e0"Vtqpi"o嘘k"swcp"j羽"e»pi" xk羽e"p挨k"e»pi"u荏."p院w"ejwpi"swcpj"pj¤p"xk‒p"n "pj英pi"pi逢運k"8ƒpi"vkp"e壱{"*v瑛"e医r"vt‒p" ejq"8院p"8欝pi"pijk羽r+."pj¤p"xk‒p"u胤"e„"8逢嬰e"o瓜v"o»k"vt逢運pi"n o"xk羽e"cp"vq p."jk羽w"sw違" x "8違o"d違q0"Pj逢"x壱{."n”pi"vkp"*8嘘k"x噂k"e医r"vt‒p"x "8欝pi"pijk羽r+"e„"vƒe"8瓜pi"o衣pj"x " vt詠e"vk院r"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J32"x "J33<
H10: Lòng vkp"xずk"8げpi"pijkうr"e„"vƒe"8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p"
viên
H11<"N”pi"vkp"xずk"eＸr"vt‒p"e„"vƒe"8じpi"v ej"eばe"8ｘp"uば"j k"n”pi"e»pi"xkうe"eてc"pj¤p"
viên
2.4.1.11. M嘘i quan h羽 gi英a s詠 hài lòng và lòng trung thành c栄a nhân viên.
Pjk隠w"pijk‒p"e泳w"8«"ej泳pi"okpj"8逢嬰e"t茨pi"u詠"j k"n”pi"e栄c"pj¤p"xk‒p"e„"v亥o"swcp" vt丑pi"8院p"x噂k"v鰻"ej泳e"pj逢"vj院"p q0"Piq k"xk羽e"ik¿r"ejq"pj¤p"xk‒p"n o"xk羽e"jk羽w"sw違"j挨p." v<pi"p<pi"uw医v"(Eskildsen & Dahlgaard, 2000)."u詠"j k"n”pi"e栄c"pj¤p"xk‒p"e”p"n "{院w"v嘘" sw{院v"8鵜pj"8院p"u詠"eco"m院v"x "n”pi"vtwpi"vj pj"e栄c"v鰻"ej泳e"*pj逢"Mak & Sockel, 2001; Grønholdt & Martensen, 2018)0"Xk羽e"ewpi"e医r"u詠"j k"n”pi"ejq"pj¤p"viên còn giúp làm
35
o·pj" v<pi" fqcpj" vjw"(Tutuncu & Ozturk, 2001). Piq k" tc." u詠" j k" n”pi" e栄c" pj¤p" xk‒p" vtqpi"e»pi"xk羽e"e”p"vƒe"8瓜pi"8院p"u詠"j k"n”pi"vtqpi"ew瓜e"u嘘pi."pj英pg ai hài lòng trong
e»pi"xk羽e"vj逢運pi"e違o"vj医{"j k"n”pi"vtqpi"ew瓜e"u嘘pi"e栄c"j丑"Spector (1997+0"雲"8¤{"e亥p" rj¤p"dk羽v"u詠"j k"n”pi"e栄c"pj¤p"xk‒p"x "8瓜pi"xk‒p"pj¤p"xk‒p."8瓜pi"xk‒p"n "f磯p"f逸v"pj¤p" xk‒p"8衣v"8逢嬰e"pj英pi"o映e"vk‒w"8«"8隠"tc"x噂k"p厩"n詠e"n噂p"pj医v0"Pj逢"x壱{."8瓜pi"xk‒p"n "eƒe" j pj"8瓜pi"8吋"mjk院p"pj¤p"xk‒p"e嘘"i逸pi."e”p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p"ej雨"o»"v違"u詠"j衣pj" rj¿e"e栄c"j丑"vtqpi"e»pi"xk羽e0"K院v"sw違"pijk‒p"e泳w"e栄c Kim Dung x "e瓜pi"u詠 (2005) cho
vj医{"e„"u詠"v逢挨pi"vƒe"f逢挨pi"ik英c"u詠"j k"n”pi"e栄c"pj¤p"xk‒p"vtqpi"e»pi xk羽e"x "n”pi"vtwpi vj pj"e栄c"j丑"8嘘k"x噂k"v鰻"ej泳e0"V瑛"8„."vƒe"ik違"8隠"zw医v"ik違"vjw{院v"J34<
H12<"Uば"j k"n”pi"e„"vƒe"8じpi"v ej"eばe"8ｘp"n”pi"vtwpi"vj pj"e»pi"xkうe"eてc"pj¤p"xk‒p
2.4.2. Mô hình nghiên cとw"8ｚ xuＸt.
Vtqpi"pijk‒p"e泳w"p {"zgo"zfiv"u詠"j k"n”pi"e»pi"xk羽e"e栄c"pj¤p"xk‒p"8逢嬰e"z¤{"f詠pi" *vƒe"8瓜pi+"d荏k"eƒe"pj¤p"v嘘"mjƒe"pjcw"8逢嬰e"8隠"zw医v"x "pijk‒p"e泳w"d荏k"pjk隠w"vƒe"ik違"vt逢噂e" 8„."dcq"i欝o<"N逢挨pi"d鰻pi="Ak隠w"mk羽p"n o"xk羽e="A q"v衣q="O泳e"8瓜"8逢嬰e"v»p"vt丑pi="U詠"j泳pi" vj¿"e»pi"xk羽e="Rj¿e"n嬰k="N”pi"vkp="E挨"j瓜k"vj<pi"vk院p="U詠"vtcq"sw{隠p="N o"xk羽e"pj„o0"F詠c" vt‒p"o映e"vk‒w"pijk‒p"e泳w"e栄c"8隠"v k"x "swc"n逢嬰e"mj違q."m院"vj瑛c"e挨"u荏"n#"vjw{院v"vt·pj"d {"荏" vt‒p"e pi"pj逢"vjco"mj違q"m院v"sw違"e栄c"eƒe"pijk‒p"e泳w"vt逢噂e"8¤{"8吋"j·pj"vj pj"p‒p"eƒe"ik違" vjw{院v."vƒe"ik違"8隠"zw医v"o»"j·pj"pijk‒p"e泳w"pj逢"ucw<
36
Hình 2.5<"O»"j·pj"pijk‒p"e泳w"*vƒe"ik違"8隠"zw医v+ V„o"v逸v"eƒe"ik違"vjw{院v"pijk‒p"e泳w<
H1: Vk隠p"n逢挨pi"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p
H2<"Rj¿e"n嬰k"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0
H3<"Ak隠w"mk羽p"n o"xk羽e"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0
H4<"A q"v衣q"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0
H5<"E挨"j瓜k"vj<pi"vk院p"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0
H6<"U詠"vtcq"sw{隠p"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄a nhân viên.
H7<"N o"xk羽e"pj„o"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"
H8<"O泳e"8瓜"v»p"vt丑pi"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"
H9<"U詠"j泳pi"vj¿"x噂k"e»pi"xk羽e"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"
H10: Lòng tin x噂k"8欝pi"pijk羽r"e„"vƒe"8瓜pi"v ej"e詠e"8院p"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"
H11<"N”pi"vkp"x噂k"e医r"vt‒p"e„"vƒe"8瓜pi"v ej"e詠e"u詠"j k"n”pi"e栄c"pj¤p"xk‒p0"
37
K蔭T LU一P"EJ姶愛PI"4
Ej逢挨pi"4"8«"vt·pj"d {"o瓜v"u嘘"pj英pi"e挨"u荏"n#"vjw{院v"e pi"pj逢"v鰻pi"swcp"eƒe"pijk‒p" e泳w"nk‒p"swcp"x "dk羽p"nw壱p"o嘘k"swcp"j羽"e栄c"eƒe"mjƒk"pk羽o"pijk‒p"e泳w"x噂k"pjcw."v瑛"8„"8隠" zw医v"o»"j·pj"pijk‒p"e泳w"e pi"pj逢"eƒe"ik違"vjw{院v"e栄c"8隠"v k0"Ej逢挨pi"5"u胤"vk院r"v映e"vt·pj" d {"x隠"rj逢挨pi"rjƒr"vjk院v"m院"pijk‒p"e泳w"dcq"i欝o"sw{"vt·pj"pijk‒p"e泳w."rj逢挨pi"rjƒr"vjw" vj壱r"x "z穎"n#"u嘘"nk羽w"rj映e"x映"ejq"pijk‒p"e泳w0
38
EJ姶愛PI"3. RJ姶愛PI"RJèR"PIJKçP"E永W
Ej⇔￢pi"p {"vt·pj"d {"eƒe"sw{"vt·pj"pijk‒p"eとw."rj⇔￢pi"rjƒr"vjw"vjｆr"fの"nkうw"x " eだ"oｄw"e pi"pj⇔"eƒe"rj⇔￢pi"rjƒr."mぶ"vjwｆv"rj¤p"v ej"8おpj"n⇔ぢpi"x "vjcpi"8q"8⇔ぢe"uぬ" fつpi"vtqpi"pijk‒p"eとw
3.1. Quy trình nghiên c泳u.
Sw{"vt·pj"pijk‒p"e泳w"e栄c"8隠"v k"u穎"f映pi"rj逢挨pi"rjƒr"pijk‒p"e泳w"j厩p"j嬰r"*Okzgf" Ogvjqfu"crrtqcej+"x "8逢嬰e"vk院p"j pj"vjgq"jck"ikck"8q衣p"dcq i欝o<"ikck"8q衣p"pijk‒p"e泳w" u挨"d瓜"*pijk‒p"e泳w"8鵜pj"v pj+"x "ikck"8q衣p"pijk‒p"e泳w"ej pj"vj泳e"*pijk‒p"e泳w"8鵜pj"n逢嬰pi+"
(Hình 3.1).
Hình 3.1<"Sw{"vt·pj"pijk‒p"e泳w
- Pijk‒p" e泳w" u挨" d瓜" 8逢嬰e" vj詠e" jk羽p" vj»pi" swc" rj逢挨pi" rjƒr" rj臼pi" x医p" vt詠e" vk院r" mjq違pi"7"pj¤p"xk‒p"8cpi"e»pi"vƒe."n o"xk羽e"v衣k"eƒe"e挨"u荏"{"v院"e»pi"n壱r"vt‒p"8鵜c"d p"v雨pj" N¤o"A欝pi0"P瓜k"fwpi"vj違q"nw壱p"u胤"8逢嬰e"ijk"pj壱p"n衣k."v鰻pi"j嬰r"n o"e挨"u荏"ejq"jk羽w"ej雨pj"
39
eƒe"dk院p"vtqpi"d違pi"e¤w"j臼k0"M院v"sw違"e栄c"pijk‒p"e泳w"u挨"d瓜 n "o瓜v"d違pi"e¤w"j臼k"rj映e"x映" ejq"swƒ"vt·pj"pijk‒p"e泳w"ej pj"vj泳e0"O映e"8 ej"e栄c"pijk‒p"e泳w"u挨"d瓜"p {"pj茨o"8ƒpj"ikƒ" 8瓜"ikƒ"vt鵜"p瓜k"fwpi."pi»p"v瑛"e栄c"eƒe"vjcpi"8q0"Ucw"8„."vƒe"ik違"vk院p"j pj"mj違q"uƒv"u挨"d瓜"62" pj¤p"xk‒p"8吋"8ƒpj"ikƒ"u挨"d瓜"8瓜"vkp"e壱{"EtqpdcejÓu Anrjc."v pj"rj¤p"rj嘘k"ejw育p"e栄c"eƒe" dk院p"swcp"uƒv"x ""rj¤p""v ej""pj¤p""v嘘""mjƒo""rjƒ""GHC""pj茨o""nq衣k""eƒe""dk院p""tƒe""n o" pjk宇w"jq員e"uck"n羽ej"vjcpi"8q0"
- Pijk‒p" e泳w" ej pj" vj泳e" 8逢嬰e" vj詠e" jk羽p" d茨pi" rj逢挨pi" rjƒr" 8鵜pj" n逢嬰pi0" F英" nk羽w" 8逢嬰e"vjw"vj壱r"d茨pi"d違pi"e¤w"j臼k"8逢嬰e"i荏k"vt詠e"vk院r"8院p"eƒe"pj¤p"xk‒p"{"v院0"M ej"vj逢噂e" o磯w" e栄c" pijk‒p" e泳w" p {" n 256 pj¤p" xk‒p0" Pijk‒p" e泳w" ej pj" vj泳e" 8逢嬰e" vj詠e" jk羽p" v瑛" vjƒpi"6"8院p"vjƒpi"8"p<o"423:0"O映e"8 ej"e栄c"pijk‒p"e泳w"p {"f́pi"8吋"mk吋o"8鵜pj"vjcpi" 8q."o»"j·pj"pijk‒p"e泳w0"Vjcpi"8q 8逢嬰e"mk吋o"8鵜pj"d茨pi"j羽"u嘘"vkp"e壱{"EtqpdcejÓu Alpha
x "rj¤p"v ej"pj¤p"v嘘"mjƒo"rjƒ"GHC."ucw"épi"n "mk吋o"8鵜pj"eƒe"ik違"vjw{院v"vj»pi"swc"j欝k" sw{"8c"dk院p"x "rj¤p"v ej"u詠"mjƒe"dk羽v0
3.2. Rj逢挨pi"rjƒr"vjw"vj壱p d英 li羽u và c叡 m磯u.
F英"nk羽w"8逢嬰e"vjw"vj壱r"d茨pi"eƒej"rjƒv"d違pi"e¤w"j臼k"mj違q"uƒv"vt詠e"vk院r"8院p"vc{"eƒe" pj¤p"xk‒p"{"v院"8cpi"n o"xk羽e"v衣k"11 e挨"u荏"{"v院"e»pi"vt‒p"8鵜c"d p"v雨pj"N¤o"A欝pi"dcq"i欝o< Vtwpi"v¤o"["v院"A "N衣v="Vtwpi"v¤o"["v院"D違q"N瓜e="Vtwpi"v¤o"["v院"A泳e"Vt丑pi="Vtwpi"v¤o" ["v院"N¤o"J ="Vtwpi"v¤o"["v院"A挨p"F逢挨pi="Vtwpi"v¤o"["v院"D違q"N¤o="Vtwpi"v¤o"["v院" Aco"T»pi="D羽pj"xk羽p"Ac"Mjqc"v雨pj"N¤o"A欝pi="D羽pj"xk羽p"4"v雨pj"N¤o"A欝pi"*D羽pj"xk羽p" Ac"Mjqc+="Vtwpi"v¤o"["v院"A衣"Jwqck="Vtwpi"v¤o"["v院"Eƒv"Vk‒p0 Swƒ"vt·pj"mj違q"uƒv"rj亥p" n噂p"8逢嬰e"vj詠e"jk羽p"x噂k"u詠"ik¿r"8叡 e栄c"vƒe"ik違"x "o瓜v"u嘘"8欝pi"pijk羽r0"O磯w"8逢嬰e"ej丑p" vjgq"rj逢挨pi"rjƒr"vjw壱p"vk羽p0"A嘘k"x噂k"rj逢挨pi"rjƒr"ej丑p"o磯w"p {"pj ""pijk‒p""e泳w""vk院r"" e壱p""x噂k"rj亥p""v穎""o磯w""d茨pi""rj逢挨pi""rjƒr""vjw壱p""vk羽p"*Vj丑"("Vtcpi."422;."r099+.
Rj逢挨pi""rjƒr""rj¤p""v ej"8逢嬰e""u穎""f映pi"8吋""t¿v""vt ej""pj¤p""v嘘""n ""rj逢挨pi""rjƒr" rj¤p""v ej""pj¤p""v嘘""mjƒo""rjƒ""GHC0"Rj¤p""v ej""pj¤p""v嘘""e亥p"" v""pj医v""422""swcp""uƒv"
(Gorsuch, 1983)0"F詠c""vjgq"sw{""nw壱v"mkpj""pijk羽o"(Bollen, 1989) x噂k"p<o"o磯w"ejq"o瓜v" vjco"u嘘"e亥p"逢噂e"n逢嬰pi0"E映"vj吋<
- C叡o磯w"swcp"uƒv"e亥p"vj臼c"o«p"8k隠w"mk羽p<"P"œ"ocz"]7z."72"-":m]
- A嘘k" x噂k" rj¤p" v ej" pj¤p" v嘘" GHC" vj·<" P" œ" 7z"(Hair, Black, Babin, Anderson, & Tatham, 2006)
40
- A嘘k"x噂k"rj¤p"v ej"j欝k"sw{"8c"dk院p"vj·<"P"œ"72"-":o"(Tabachnick & Fidell, 2007) Trong 8„<
- z<"n "v鰻pi"u嘘"dk院p"swcp"uƒv
- o<"n "dk院p"8瓜e"n壱r Fq"8„."e叡"o磯w"P"œ"235
Pijk‒p"e泳w"p {"e„"47 dk院p"swcp"uƒv"fq"8„"m ej"vj逢噂e"o磯w"v嘘k"vjk吋w"e亥p"ejq"pijk‒p" e泳w"p {"n "235 (5*47 vjco"u嘘"逢噂e"n逢嬰pi+0"Vƒe"ik違"逢噂e"8qƒp v益"n羽"j欝k"8ƒr"72'."pj逢"x壱{" 8吋" 8衣v" 8逢嬰e" m ej" vj逢噂e" o磯w" vt‒p, 400 d違pi" e¤w" j臼k" u胤" 8逢嬰e" i荏k" 8k" rj臼pi" x医p" vtqpi" pijk‒p"e泳w"p {0"
3.3. Rj逢挨pi"rjƒr"rj¤p"v ej"f英 li羽u.
Rj逢挨pi""rjƒr""rj¤p""v ej""f英""nk羽w"8逢嬰e""f́pi""ejq""pijk‒p""e泳w""ej pj""vj泳e""dcq" i欝o"rj¤p""v ej""j羽""u嘘""vkp""e壱{""EtqpdcejÓu Alpha, rj¤p""v ej""pj¤p""v嘘""mjƒo""rjƒ""
EFA."rj¤p"v ej"v逢挨pi"swcp"x "j欝k"sw{"d瓜k, mk吋o"8鵜pj"CPQXC"8吋"mk吋o"vtc"u詠"mjƒe"dk羽v0
3.3.1. Phân tích hう sぐ tin cｆy CronbachÓu"Clpha.
U穎"f映pi"EtqpdcejÓu"Cnrjc"pj茨o"rj¤p"v ej"8瓜"vkp"e壱{"e栄c"vjcpi"8q0"J羽"u嘘"g"e栄c" Etqpdcej"n " o瓜v"rjfir mk吋o"8鵜pj"vj嘘pi"m‒" x隠"o泳e"8瓜"ej員v"ej胤" o "eƒe" o映e"j臼k"vtqpi" vjcpi"8q"v逢挨pi"swcp"x噂k"pjcw."n "rjfir"mk吋o"8鵜pj"x隠"ej医v"n逢嬰pi"e栄c"vjcpi"8q"u穎"f映pi"ejq" v瑛pi"o映e"j臼k."zfiv"vt‒p"o嘘k"swcp"j羽"e栄c"o映e"j臼k"x噂k"o瓜v"mj c"e衣pj"8ƒpj"ikƒ0"Rj逢挨pi" rjƒr"p {"ejq"rjfir"pi逢運k"rj¤p"v ej"nq衣k"d臼"eƒe"dk院p"mj»pi"rj́"j嬰r"x "j衣p"ej院"eƒe"dk院p" tƒe"vtqpi"swƒ"vt·pj"pijk‒p"e泳w"x "8ƒpj"ikƒ"8瓜"vkp"e壱{"e栄c"vjcpi"8q"d茨pi"j羽"u嘘"vj»pi"swc" j羽"u嘘"EtqpdcejÓu Anrjc0"Pj英pi"o映e"j臼k"mj»pi"8„pi"i„r"pjk隠w"u胤"v逢挨pi"swcp"{院w"x噂k" v鰻pi"u嘘"8k吋o."pj逢"x壱{"ej¿pi"vc"ej雨"ik英"n衣k"pj英pi"o映e"j臼k"e„"v逢挨pi"swcp"o衣pj"x噂k"v鰻pi" u嘘"8k吋o0"Fq"8„."pj英pi"dk院p"e„"j羽"u嘘"x噂k"v逢挨pi"swcp"dk院p"v鰻pi"*Kvgo"Vqvcn"Eqtgncvkqp+" pj臼"j挨p"205"u胤"d鵜"nq衣k0"Vjcpi"8q"e„"j羽"u嘘"EtqpdcejÓu Anrjc"v瑛"208"vt荏"n‒p"n "e„"vj吋"u穎" f映pi" 8逢嬰e" vtqpi" vt逢運pi" j嬰r" mjƒk" pk羽o" 8cpi" pijk‒p" e泳w" o噂k"(Nunnally, 1978; Slater, 1995+0" Vj»pi" vj逢運pi." vjcpi" 8q" e„" EtqpdcejÓu" Cnrjc" v瑛" 209" 8院p" 20:" n " u穎" f映pi" 8逢嬰e"
(Nunnally & Bernstein, 1994)0"Pjk隠w"pj "pijk‒p"e泳w"ejq"t茨pi"mjk"vjcpi"8q"e„"8瓜"vkp"e壱{" v瑛"20:"vt荏"n‒p"8院p"i亥p"3"n "vjcpi"8q"n逢運pi"v嘘v0"J羽"u嘘"EtqpdcejÓu"Cnrjc"e pi"n噂p"vj·"eƒe" dk院p"swcp"uƒv"vtqpi"vjcpi"8q"e pi"v逢挨pi"swcp"ej員v"ej胤"x噂k"pjcw0"Vw{"pjk‒p"m院v"sw違"rj¤p" v ej"ejq"j羽"u嘘"EtqpdcejÓu"Cnrjc"mj»pi"ejq"dk院v"8逢嬰e"pj英pi"dk院p"swcp"uƒv"p q"rj́"j嬰r"
41
x "mj»pi"rj́"j嬰r."fq"8„"e亥p"rj違k"zgo"zfiv"vj‒o"Ðj羽"u嘘"EtqpdcejÓu"Cnrjc"p院w"d臼"dk院p" swcp"uƒv"8cpi"zfivÑ"8吋"mk吋o"vtc"x "nq衣k"d臼"pj英pi"dk院p"swcp"uƒv"mj»pi"rj́"j嬰r"x噂k"{院w"v嘘" e亥p"8q"*Vt丑pi"("Pi丑e."422:+.
3.3.2. Phân tích nhân tぐ khám phá EFA.
Rj¤p"v ej"pj¤p"v嘘"mjƒo"rjƒ"GHC"*gzrnqtcvqt{"hcevqt"cpcn{uku+"8逢嬰e u穎"f映pi"8吋"t¿v" vt ej"eƒe"pj¤p"v嘘"v瑛"d瓜"f英"nk羽w"pijk‒p"e泳w"8欝pi"vj運k"8ƒpj"ikƒ"8瓜"ikƒ"vt鵜"e栄c"vjcpi"8q" vj»pi"swc"ikƒ"vt鵜"j瓜k"v映"x "rj¤p"dk羽v0"Rj逢挨pi"rjƒr"p {"t医v"j英w" ej"vtqpi"xk羽e"zƒe"8鵜pj"eƒe" v壱r"j嬰r"dk院p"e亥p"vjk院v"ejq"x医p"8隠"pijk‒p"e泳w"x "8逢嬰e"u穎"f映pi"8吋 v·o"o嘘k"swcp"j羽"ik英c" eƒe" dk院p" x噂k" pjcw0" Vjgq"Hair, Anderson, Tatham, & Black (1998)." rj¤p" v ej" pj¤p" v嘘" mjƒo"rjƒ"n "o瓜v"pj„o"eƒe"vj栄"v映e."rj逢挨pi"rjƒr"rj¤p"v ej"vj嘘pi"m‒"8逢嬰e"u穎"f映pi"8吋"vjw" pj臼"x "t¿v"i丑p"o瓜v"v壱r"f英"nk羽w"i欝o"pjk隠w"dk院p"swcp"uƒv"rj映"vjw瓜e"n磯p"pjcw"vj pj"o瓜v"v壱r" dk院p"*pj¤p"v嘘+" v"j挨p"8吋"ej¿pi"e„"#"pij c"j挨p"pj逢pi"x磯p"ej医r"pj壱p"8逢嬰e"j亥w"j院v"p瓜k" fwpi" vj»pi" vkp" e栄c" v壱r" dk院p" dcp" 8亥w0" Rj¤p" v ej" pj¤p" v嘘" mjƒo" rjƒ" GHC" *Gzrnqtcvqt{" Hcevqt"Cpcn{uku+"ik¿r"ej¿pi"vc"8ƒpj"ikƒ"jck"nq衣k"ikƒ"vt鵜"swcp"vt丑pi"e栄c"vjcpi"8q"n "ikƒ"vt鵜" j瓜k"v映"*eƒe"dk院p"swcp"uƒv"j瓜k"v映"x隠"épi"3"pj¤p"v嘘+"x "ikƒ"vt鵜"rj¤p"dk羽v"*vjw瓜e"x隠"pj¤p"v嘘" p {"x "rj違k"rj¤p"dk羽v"x噂k"pj¤p"v嘘"mjƒe+0
Eƒe"vƒe"ik違"Meyers, Gamst, & Guarino (2006) 8隠"e壱r"t茨pi<"Vtqpi"rj¤p"v ej"pj¤p"v嘘." rj逢挨pi"rjƒr"vt ej"Rtkekrcn"Eqorqpgpvu"Cpcn{uku"8k"épi"x噂k"rjfir"zqc{"Xctkocz"n "eƒej" vj泳e" 8逢嬰e" u穎" f映pi" rj鰻" dk院p" pj医v0" U穎" f映pi" rj逢挨pi" rjƒr" vt ej" pj¤p" v嘘" Rtkpekrcn" Czku" Hcevqtkpi"x噂k"rjfir"swc{"Rtqocz"*8嘘k"x噂k"eƒe"vjcpi"8q"n逢運pi"8c"j逢噂pi"Î eƒe"dk院p"vƒe" 8瓜pi+"x·"vjgq"(Anderson & Gerbing, 1988)."rj逢挨pi"rjƒr"vt ej"Rtkpekrcn"Czku"Hcevqtkpi" x噂k"rjfir"zqc{"Rtqocz"u胤"rj違p"ƒpj"e医w"vt¿e"f英"nk羽w"ej pj"zƒe"j挨p"rj逢挨pi"rjƒr"vt ej" Rtkpekrcn"eqorqpgpvu"x噂k"rjfir"zqc{"Xctkocz0"Vw{"pjk‒p"x噂k"vjcpi"8q"n逢運pi"8挨p"j逢噂pi" Î dk院p"vƒe"8瓜pi."p‒p"u穎"f映pi"rj逢挨pi"rjƒr"vt ej"Rtkpekrcn"eqorqpgpv"cpcn{uku"x·"rj逢挨pi" rjƒr"vt ej"p {"u胤"n o"ejq"v鰻pi"rj逢挨pi"uck"vt ej"v嘘v"j挨p0"
Vjcpi"8q"n逢運pi"8逢嬰e"ej医r"pj壱p"mjk"vj臼c"o«p"8k隠w"mk羽p"v鰻pi"rj逢挨pi"uck"vt ej"v瑛" 72'"vt荏"n‒p"(Anderson & Gerbing, 1988). Theo (Duy, 2009)."p院w"ucw"rj¤p"v ej"GHC"n " rj¤p"v ej"j欝k"sw{"vj·"e„"vj吋"u穎"f映pi"rj逢挨pi"rjƒr"vt ej"Rtkpekrcn"eqorqpgpvu"x噂k"rjfir" zqc{"Xctkocz."e”p"p院w"ucw"GHC"n "rj¤p"v ej"pj¤p"v嘘"mj鰯pi"8鵜pj"EHC"x "rj¤p"v ej"o»" j·pj"e医w"vt¿e"vw{院p"v pj"*UGO+"vj·"p‒p"u穎"f映pi"rj逢挨pi"rjƒr"vt ej"Cxku"Hcevqtkpi"x噂k"
42
rjfir"zqc{"Rtqocz0"Vtqpi"pijk‒p"e泳w"p {."vƒe"ik違"u穎"f映pi"rj逢挨pi"rjƒr"vt ej"Principal
eqorqpgpvu"x噂k"rjfir"zqc{"Xctkocz.
Vk‒w"ejw育p"j羽"u嘘"v違k"pj¤p"v嘘"*Hcevqt"nqcfkpi+"dk吋w"vj鵜"v逢挨pi"swcp"8挨p"dk院p"ik英c"eƒe" dk院p"x噂k"eƒe"pj¤p"v嘘."f́pi"8吋"8ƒpj"ikƒ"o泳e"#"pij c"e栄c"GHC0"J羽"u嘘"v違k"pj¤p"v嘘"n噂p"pj医v" e栄c"o厩k"dk院p"rj違k"n噂p"j挨p"jq員e"d茨pi"2.7"vjgq"Hair & ctg (1998)0"J羽"u嘘"v違k"pj¤p"v嘘"n "ej雨" vk‒w" 8吋" 8違o" d違q" o泳e" #" pij c" vjk院v" vj詠e" e栄c" rj¤p" v ej" GHC" *Gpuwtkpi" Rtcevkecn"
Significance). Factor loadkpi"n噂p"j挨p"2.5"8逢嬰e"zgo"n "8衣v"o泳e"v嘘k"vjk吋w="Hcevqt"nqcfkpi" n噂p"j挨p"2.6"8逢嬰e"zgo"n "swcp"vt丑pi="Hcevqt"nqcfkpi"n噂p"j挨p"2.7"8逢嬰e"zgo"n "e„"#"pij c" vj詠e"vk宇p0"P院w"ej丑p"vk‒w"ejw育p"Hcevqt"nqcfkpi"n噂p"j挨p"2.5"vj·"e叡"o磯w" v"pj医v"rj違k"n "p"?"
350; N院w"e叡"o磯w"mjq違pi"322"vj·"p‒p"ej丑p"vk‒w"ejw育p"Hcevqt"nqcfkpi"n噂p"j挨p"2.77="N院w" e叡"o磯w"mjq違pi"72"vj·"Hcevqt"nqcfkpi"rj違k"n噂p"j挨p"2.97"*Jckt"(" evi."3;;:+0"Piq k"tc." vt逢運pi"j嬰r"eƒe"dk院p"e„"Hcevqt"nqcfkpi"8逢嬰e"vt ej"x q"eƒe"pj¤p"v嘘"mjƒe"pjcw"o "ej‒pj" n羽ej"vt丑pi"u嘘"t医v"pj臼"*eƒe"pj "pijk‒p"e泳w"vj逢運pi"ej医r"pj壱p"pj臼"j挨p"2.5+."v泳e"n "mj»pi" v衣q"p‒p"u詠"mjƒe"dk羽v"8吋"8衣k"fk羽p"ejq"o瓜v"pj¤p"v嘘."vj·"dk院p"8„"e pi"d鵜"nq衣k"x "eƒe"dk院p"e”p" n衣k" u胤" 8逢嬰e" pj„o" x q" pj¤p" v嘘" v逢挨pi" 泳pi" 8«" 8逢嬰e" t¿v" vt ej" vt‒p" oc" vt壱p" o磯w" *Rcvvgtp" Ocvtkz+0"Vt‒p"vj詠e"v院"ƒr"f映pi."xk羽e"ƒr"f映pi"v瑛pi"o泳e"j羽"u嘘"v違k"x噂k"v瑛pi"mjq違pi"m ej" vj逢噂e"o磯w"n "mjƒ"mj„"mj<p."fq"x壱{"pi逢運k"vc"vj逢運pi"n医{"j羽"u嘘"v違k"2067"jq員e"207"n o"o泳e" vk‒w"ejw育p"x噂k"e叡"o磯w"v瑛"342"8院p"f逢噂k"572="n医{"vk‒w"ejw育p"j羽"u嘘"v違k"n "205"x噂k"e叡"o磯w"v瑛" 572"vt荏"n‒p0"Vtqpi"pijk‒p"e泳w"p {."e叡"o磯w"n "256."fq"8„"pj英pi"dk院p"swcp"uƒv"e„"j羽"u嘘"v違k" n噂p"j挨p"2.7"u胤"8逢嬰e"ik英"n衣k"x "8逢嬰e"zgo"n "e„"#"pij c"vj詠e"vk宇p0
3.3.2.1. Akｚu kiうp"8あ phân tích EFA.
Rj¤p"v ej"GHC"f詠c"vt‒p"e挨"u荏"o嘘k"swcp"j羽"ik英c"eƒe"dk院p"8q"n逢運pi."x·"x壱{."vt逢噂e"mjk" sw{院v"8鵜pj"u穎"f映pi"GHC"e亥p"rj違k"zgo"zfiv"o嘘k"swcp"j羽"ik英c"eƒe"dk院p"8q"n逢運pi"p {0"U穎" f映pi" oc" vt壱p" j羽" u嘘" v逢挨pi" swcp" e„" vj吋" pj壱p" dk院v" 8逢嬰e" o泳e" 8瓜" swcp" j羽" ik英c" eƒe" dk院p" *Piw{宇p"A·pj"Vj丑."4233+0"P院w"eƒe"j羽"u嘘"v逢挨pi"swcp"pj臼"*>2.5+"vj·"u穎"f映pi"GHC"mj»pi" rj́"j嬰r"(Hair & ctg, 2006)0"O瓜v"u嘘"vk‒w"ej "8ƒpj"ikƒ"o嘘k"swcp"j羽"ik英c"eƒe"dk院p"x "u詠" rj́"j嬰r"x噂k"f英"nk羽w"vtqpi"rj¤p"v ej"GHC"pj逢"ucw<
- Mk吋o"8鵜pj"Dctvngvv<"f́pi"8吋"zgo"zfiv"oc"vt壱p"v逢挨pi"swcp"e„"rj違k"n "oc"vt壱p"8挨p"x鵜" K"*kfgpvkv{"ocvtkz+."n "oc"vt壱p"e„"eƒe"vj pj"rj亥p"*j羽"u嘘"v逢挨pi"swcp"ik英c"eƒe"dk院p+"d茨pi" mj»pi" x " 8逢運pi" ejfiq" *j羽" u嘘" v逢挨pi" swcp" x噂k" ej pj" p„+" d茨pi" 30" P院w" rjfir" mk吋o" 8鵜pj"
43
n "eƒe"dk院p"e„"swcp"j羽"x噂k"pjcw"vtqpi"v鰻pi"vj吋."xk羽e"rj¤p"v ej"pj¤p"v嘘"n "rj́"j嬰r"8嘘k"x噂k" v壱r"f英"nk羽w"8cpi"zfiv0
- Mk吋o"8鵜pj"MOQ"*Mckugt-Meyer-Olkin measure of sampling adequce{+"n "ej雨"u嘘" f́pi"8吋"uq"uƒpj"8瓜"n噂p"e栄c"j羽"u嘘"v逢挨pi"swcp"ik英c"jck"dk院p"Zi và Xjx噂k"8瓜"n噂p"e栄c"j羽"u嘘" v逢挨pi"swcp"tk‒pi"rj亥p"e栄c"ej¿pi"(Norusis, 1994) f́pi"8吋"8ƒpj"ikƒ"u詠"vj ej"j嬰r"e栄c"f英" nk羽w"x噂k"rj¤p"v ej"pj¤p"v嘘"mjƒo"rjƒ0"Vt鵜"u嘘"MOQ"vj ej"j嬰r"e„"ikƒ"vt鵜"v瑛"207"Î 3."e”p"p院w" pj逢"ej雨"u嘘"p {"pj臼"j挨p"207"vj· rj¤p"v ej"pj¤p"v嘘"e„"mj違"p<pi"mj»pi"rj́"j嬰r"x噂k"eƒe"f英" nk羽w"*Vt丑pi"("Pi丑e."422:+0"Fq"8„."MOQ"e pi"n噂p"e pi"v嘘v"x·"rj亥p"ejwpi"ik英c"eƒe"dk院p" e pi"n噂p0"A吋"u穎"f映pi"GHC."MOQ"rj違k"n噂p"j挨p"2.70"Mckugt"*3;96+"8隠"pij鵜"MOQ"œ"2.;<" t医v"v嘘v="MOQ"œ"2.:<"v嘘v="MOQ"œ"2.9<"8逢嬰e="MOQ"œ"2.8<"v衣o"8逢嬰e="MOQ"œ"2.7<"z医w"x " MOQ">"2.7<"mj»pi"vj吋"ej医r"pj壱p"8逢嬰e0
- J羽"u嘘"rj逢挨pi"uck"vt ej"*Xctkcpeg"gzrnckpgf"etkvgtkc+<"n "rj亥p"vt<o"rj逢挨pi"uck"vq p" d瓜"8逢嬰e"ik違k"vj ej"d荏k"eƒe"pj¤p"v嘘0"Rj逢挨pi"uck"vt ej"e亥p"8衣v"o泳e"vk‒w"ejw育p"v瑛"72'"vt荏 n‒p"8吋"rj亥p"vt<o"u詠"dk院p"vjk‒p"e栄c"eƒe"pj¤p"v嘘"e„"vj吋"ik違k"vj ej"8逢嬰e"d茨pi"rj亥p"vt<o"u詠" dk院p"vjk‒p"e栄c"eƒe"dk院p"swcp"uƒv0
- M ej"vj逢噂e"o磯w<"A吋"u穎"f映pi"GHC"e亥p"m ej"vj逢噂e"o磯w"n噂p0"X医p"8隠"zƒe"8鵜pj"m ej" vj逢噂e"o磯w"rj́"j嬰r"n "x医p"8隠"rj泳e"v衣r."vj»pi"vj逢運pi"f詠c"vjgq"mkpj"pijk羽o0"(Hair & ctg, 2006) ejq"t茨pi"8吋"u穎"f映pi"GHC."m ej"vj逢噂e"o磯w"v嘘k"vjk吋w"rj違k"n "72."v嘘v"j挨p"n "322"x "v益" n羽"swcp"uƒv1dk院p"8q"n逢運pi"n "7<3."pij c"n "o瓜v"dk院p"8q"n逢運pi"e亥p"v嘘k"vjk吋w"7"swcp"uƒv."v嘘v" pj医v"n "32<3"vt荏"n‒p0"雲"pijk‒p"e泳w"p {"e叡"o磯w"8«"rj́"j嬰r"*zgo"n衣k"rj亥p"ej丑p"o磯w"x "m院v" sw違"pijk‒p"e泳w+0
3.3.2.2. Tiêu chuｂn chがn sぐn⇔ぢng nhân tぐ.
E„"pjk隠w"rj逢挨pi"rjƒr"ej丑p"pj¤p"v嘘."e”p"i丑k"n "ej丑p"8k吋o"f瑛pi."e亥p"ej¿"#"vj‒o"n " eƒe"pj "pijk‒p"e泳w"mj»pi"u穎"f映pi"o瓜v"rj逢挨pi"rjƒr"tk‒pi"dk羽v"p q"vtqpi"zƒe"8鵜pj"u嘘" n逢嬰pi"eƒe"pj¤p"v嘘"o "j丑"vj逢運pi"m院v"j嬰r"pjk隠w"vk‒w"ej "mjƒe"pjcw"*Jckt"("evi."4228+0"Dc" rj逢挨pi" rjƒr" vj逢運pi" 8逢嬰e" u穎" f映pi" n <" *3+" vk‒w" ej " gkigpxcnwg." *4+" vk‒w" ej " 8k吋o" i«{" *uetgg"vguv"etkvgtkqp="Ecvvgnn"3;;8+"x "*5+"zƒe"8鵜pj"vt逢噂e"u嘘"n逢嬰pi"pj¤p"v嘘0
- Vk‒w"ej " gkigpxcnwg<"n " o瓜v"vk‒w"ej "u穎" f映pi rj鰻"dk院p"vtqpi"zƒe"8鵜pj"u嘘" n逢嬰pi" pj¤p"v嘘"vtqpi"rj¤p"v ej"GHC."8衣k"fk羽p"ejq"rj亥p"dk院p"vjk‒p"8逢嬰e"ik違k"vj ej"d荏k"o厩k"pj¤p" v嘘0" X噂k" vk‒w" ej " p {." u嘘" n逢嬰pi" pj¤p" v嘘" 8逢嬰e" zƒe" 8鵜pj" 荏" pj¤p" v嘘" *f瑛pi" 荏" pj¤p" v嘘+" e„" gkigpxcnwg"v嘘k"vjk吋w"d茨pi"3"*œ"3+"x "rj逢挨pi"uck"vt eh > 0,5 (Gerbing và Anderson, 1988).
44
*Vtqpi"pijk‒p"e泳w"p {."rj逢挨pi"rjƒr"p {"8逢嬰e"vƒe"ik違"u穎"f映pi+0
- Vk‒w"ej "8k吋o"i«{<"e pi"vj逢運pi"8逢嬰e"u穎"f映pi"8吋"zƒe"8鵜pj"u嘘"n逢嬰pi"pj¤p"v嘘0"Vk‒w" ej "p {"f詠c"x q"8逢嬰e"dk吋w"fk宇p"ik英c"u嘘"pj¤p"v嘘"*vt映e"jq pj+"x "ikƒ"vt鵜"gkigpxcnwg"*vt映e" vwpi+0"Ak吋o"i«{"n "8k吋o"v衣k"8„"8逢運pi"dk吋w"fk宇p"gkigpxcnwg"?"h*u嘘"pj¤p"v嘘+"vjc{"8鰻k"8瓜v" pi瓜v"8瓜"f嘘e0
- Ej丑p"vt逢噂e"u嘘"n逢嬰pi"eƒe"pj¤p"v嘘<"u嘘"n逢嬰pi"pj¤p"v嘘"8逢嬰e"zƒe"8鵜pj"vt逢噂e"f詠c"x q"n#" vjw{院v0
3.3.3. Phân tích v⇔￢pi"swcp"x "jげi quy bじi.
- Rj¤p"v ej"v逢挨pi"swcp<"vj詠e"jk羽p"rj¤p"v ej"v逢挨pi"swcp"Rgctuqp"ik英c"eƒe"dk院p"8瓜e" n壱r"x噂k"dk院p"rj映"vjw瓜e"pj茨o"mj鰯pi"8鵜pj"e„"o嘘k"swcp"j羽"vw{院p"v pj"ik英c"dk院p"rj映"vjw瓜e" x "eƒe"dk院p"8瓜e"n壱r."8k隠w"p {"ej泳pi"v臼"xk羽e"u穎"f映pi"rj¤p"v ej"j欝k"sw{"8c"dk院p"n "rj́"j嬰r" ik英c"eƒe"dk院p0"Ikƒ"vt鵜"vw{羽v"8嘘k"e栄c"j羽"u嘘"Rgctuqp"e pi"i亥p"8院p"3" vj·"jck"dk院p"e„"o嘘k" v逢挨pi"swcp"vw{院p"v pj"e pi"ej員v"ej胤0"雲"8¤{"vc"u穎"f映pi"mk吋o"8鵜pj"o泳e"#"pij c"4"rj c"x噂k" o泳e"#"pij c"g">"2.23"8吋"zƒe"8鵜pj"o嘘k"swcp"j羽"vw{院p"v pj"ik英c"eƒe"dk院p"8瓜e"n壱r"x噂k"dk院p rj映"vjw瓜e"vt逢噂e"mjk"vk院p"j pj"rj¤p"v ej"j欝k"sw{"*Vt丑pi"("Pi丑e."422:+.
- Rj¤p"v ej"j欝k"sw{"8c"dk院p<"vj詠e"jk羽p"o»"j·pj"j„c"o嘘k"swcp"j羽"vw{院p"v pj"ik英c"eƒe" dk院p"d茨pi"o»"j·pj"j欝k"sw{"vw{院p"v pj0"O»"j·pj"p {"u胤"o»"v違"j·pj"vj泳e"e栄c"o嘘k"nk‒p"j羽"x " swc"8„"ik¿r"vc"f詠"8qƒp"8逢嬰e"o泳e"8瓜"e栄c"dk院p"rj映"vjw瓜e"*x噂k"8瓜"ej pj"zƒe"vtqpi"o瓜v" rj衣o"xk"ik噂k"j衣p+"mjk"dk院v"vt逢噂e"ikƒ"vt鵜"e栄c"dk院p"8瓜e"n壱r" *Vt丑pi"("Pi丑e."422:+.Trong
pijk‒p" e泳w" p {" u胤" vj詠e" jk羽p" j欝k" sw{" 8c" dk院p" vjgq" rj逢挨pi" rjƒr" Gpvgt" 8吋" z¤{" f詠pi" rj逢挨pi" vt·pj" j欝k" sw{" x " mk吋o" 8鵜pj" eƒe" ik違" vjw{院v" dcp" 8亥w0" Sw{" vt·pj" 8逢嬰e" vj詠e" jk羽p" i欝o<
o Xây f詠pi"rj逢挨pi"vt·pj"j欝k"sw{<"["?" 0-" 1 X1-" 2 X2-"È"-" p"Zp"-"g
o Mk吋o"8鵜pj"ik違"vjw{院v"x隠"8瓜"rj́"j嬰r"e栄c"o»"j·pj"j欝k"sw{"8嘘k"x噂k"v壱r"f英"nk羽w"vj»pi" swc"j羽"u嘘"zƒe"8鵜pj"T"d·pj"rj逢挨pi"8«"jk羽w"ej雨pj."pj医v"n "e亥p"rj違k"vj詠e"jk羽p"mk吋o" 8鵜pj"ikƒ"vt鵜"H"8吋"zƒe"8鵜pj"8瓜 rj́"j嬰r"e栄c"o»"j·pj"j欝k"sw{"x噂k"v鰻pi"vj吋0
o Mk吋o"8鵜pj"ik違"vjw{院v"x隠"#"pij c"e栄c"j羽"u嘘"j欝k"sw{"v瑛pi"vj pj"rj亥p"8吋"mj鰯pi"8鵜pj" jc{"dƒe"d臼"pj英pi"ik違"vjw{院v"dcp"8亥w0
o Mk吋o"8鵜pj"pj英pi"ik違"vjw{院v"x隠"rj¤p"rj嘘k"ejw育p"e栄c"rj亥p"f逢"f詠c"vjgq"dk吋w"8欝"v亥p" u嘘"e栄c"rj亥p"f逢"ejw育p"j„c."zgo"ikƒ"vt鵜"vtwpi"d·pj"d茨pi"2"x "8瓜"n羽ej"ejw育p"d茨pi"30
45
o Zƒe"8鵜pj"o泳e"8瓜"違pj"j逢荏pi"e栄c"eƒe"{院w"v嘘"vƒe"8瓜pi"8院p"dk院p"rj映"vjw瓜e<"j羽"u嘘" " e栄c"{院w"v嘘"p q"e pi"n噂p"vj·"e„"vj吋"pj壱p"zfiv"t茨pi"{院w"v嘘"8„"e„"違pj"j逢荏pi"e pi"n噂p" 8院p"dk院p"rj映"vjw瓜e0
o Ngoài ra, c亥p"rj違k"zgo"zfiv"o泳e"8瓜"違pj"j逢荏pi"e栄c"jk羽p"v逢嬰pi"8c"e瓜pi"vw{院p" Î
Collinearity Statistic (VIF ÎXctkcpeg"Kphncvkqp"Hcevqt+<"n "jk羽p"v逢嬰pi"mjk"eƒe"dk院p" 8瓜e"n壱r"e„"v逢挨pi"swcp"ej員v"ej胤"x噂k"pjcw0"Vjgq"*Vt丑pi"("Pi丑e."422:+ vj·"mjk"j羽" u嘘"XKH"x逢嬰v"swƒ"32"*XKH"@32+."8„"n "f医w"jk羽w"e栄c"jk羽p"v逢嬰pi"8c"e瓜pi"vw{院p0
o A欝pi"vj運k."e pi"zgo"zfiv"eƒe"ik違"vjw{院v"j欝k"sw{"e„"jk羽p"v逢嬰pi"rj逢挨pi"uck"e栄c"eƒe" u嘘"j衣pi"mj»pi"ik嘘pi"pjcw."jc{"e”p"i丑k"n "rj逢挨pi"uck"e栄c"uck"u嘘"j欝k"sw{"vjc{"8鰻k0"
Khi có hk羽p"v逢嬰pi"rj逢挨pi"uck"vjc{"8鰻k"vj·"逢噂e"n逢嬰pi"eƒe"j羽"u嘘"j欝k"sw{"* +"mj»pi" jk羽w" sw違0" F詠c" x q" 8瓜" n噂p" e栄c" rj亥p" f逢" ejw育p" j„c" *Tgitguukqp" Uvcpfctfk¦gf" Tgukfwcn+."p院w"ikƒ"vt鵜"p {"v<pi"jc{"ik違o"vjgq"ikƒ"vt鵜"f詠"8qƒp"vj·"e„"mj違"p<pi"xk" rj衣o"ik違"vjw{院v"rj逢挨pi"uck"mj»pi"8鰻k"*Vt丑pi"("Pi丑e."422:+.
3.3.4. Kiあo"8おnh sば khác biうt.
""pij c"e栄c"xk羽e"mk吋o"8鵜pj"u詠"mjƒe"dk羽v"vtwpi"d·pj"n "zƒe"8鵜pj"zgo"e„"u詠"mjƒe"dk羽v" vtwpi" d·pj" ik英c" dk院p" 8鵜pj" n逢嬰pi" 8嘘k" x噂k" eƒe" ikƒ" vt鵜" mjƒe" pjcw" e栄c" o瓜v" dk院p" 8鵜pj" v pj" *pj¤p" mj育w" j丑e+" jc{" mj»pi0" Vtqpi" pijk‒p" e泳w" p {." vƒe" ik違" u穎" f映pi" jck" rj逢挨pi" rjƒr" mk吋o"8鵜pj"u詠"mjƒe"dk羽v"x噂k"pj英pi"vt逢運pi"j嬰r"e映"vj吋"mjƒe"pjcw<
o Independent Sample T-Test: ƒr"f映pi"mk吋o"8鵜pj"u詠"mjƒe"dk羽v"vtwpi"d·pj"x噂k"vt逢運pi" j嬰r"dk院p"8鵜pj"v pj"e„"4"ikƒ"vt鵜0"X "f映"pj逢"dk院p"ik噂k"v pj"*pco."p英+.000
o ANOVA: giúp uq"uƒpj"vt鵜"vtwpi"d·pj"e栄c"5"pj„o"vt荏"n‒p0"CPQXC"e„"5"rj逢挨pi" rjƒr<"CPQXC"3"ejk隠w."CPQXC"4"ejk隠w"x "OCPQXC0"Vw{"pjk‒p."vtqpi"rj衣o"xk" pijk‒p" e泳w" p {. vƒe" ik違" u穎" f映pi rj逢挨pi" rjƒr" CPQXC" 3" ejk隠w" *Qpg-Way ANOVA).
3.4. Vjcpi"8q"u穎 d映ng trong nghiên c泳u.
Vjcpi"8q"8逢嬰e"u穎"f映pi"vtqpi"pijk‒p"e泳w"p {"ej栄"{院w"8逢嬰e"m院"vj瑛c"v瑛"eƒe"pijk‒p" e泳w 8«" vj詠e" jk羽p" vt逢噂e" 8„" e栄c" eƒe" vƒe" ik違<" Ej¤w" Vw医p" Jw{." 422:; Piw{宇p" Vj鵜" Pi丑e" Fk宇o."4238 và Jun x "e瓜pi"u詠, 2006 8«"8逢嬰e"mk吋o"ej泳pi"荏"pj英pi"d嘘k"e違pj"pijk‒p"e泳w" x "n pj"x詠e"pijk‒p"e泳w"mjƒe"pjcw0"Vtqpi"pijk‒p"e泳w"p {"e„"v医v"e違"35"mjƒk"pk羽o"pijk‒p" e泳w"8逢嬰e"vt·pj"d {"vtqpi"D違pi"3.1.
46 D違pi"3.1. Vjcpi"8q"u穎"f映pi"vtqpi"pijk‒p"e泳w STT Các khái pk羽o" nghiên e泳w Dk院p Mã hóa Piw欝p 01 Ak隠w" mk羽p" làm xk羽e E挨"u荏"x壱v"ej医v"*oƒ{"v pj.""x壱v" f映pi" x<p" rj”pi." rj”pi" 嘘e00+" t医v"v嘘v DK01 -JSS -Employeesatisfaction.com -MSQ *f磯p"vjgq"Ej¤w"Vw医p"Jw{, 2008)
O»k" vt逢運pi" n o" xk羽e" cp" vq p" *mj»pi" e„" pj英pi" {院w" v嘘" i¤{"
違pj"j逢荏pi"z医w"8院p"u泳e"mj臼g+ DK02 V»k" e„" 8栄" eƒe" piw欝p" n詠e" e亥p"
vjk院v" *e»pi" e映." vj»pi" vkp." È+" 8吋"e„"vj吋"vj詠e"jk羽p"e»pi"xk羽e" jk羽w"sw違"" DK03 E»pi"xk羽e"鰻p"8鵜pj."mj»pi"nq"u嬰"o医v" xk羽e DK04 02 A q" v衣q V»k"8逢嬰e"8 q"v衣q"8吋"n o"xk羽e" jk羽w"sw違"j挨p DT05 - JSS *f磯p"vjgq"Ej¤w"Vw医p" Huy, 2008) - Vt亥p Kim Dung (2005) V»k"8逢嬰e"8 q"v衣q"8吋"e„"e挨"j瓜k" rjƒv"vtk吋p"eƒ"pj¤p DT06 V»k" 8逢嬰e" 8 q" v衣q" 8吋" rjƒv" vtk吋p" d違p" " vj¤p" e pi" pj逢" 荏" pj英pi"d羽pj"xk羽p"mjƒe DT07 03 O泳e" 8瓜"v»p" vt丑pi V»k" 8逢嬰e" e医r" vt‒p" v衣k" d羽pj" xk羽p" e栄c" v»k" 8嘘k"z穎" v»p"vt丑pi" x噂k"v»k MDTR08 -Employeesatisfaction.com -MSQ *f磯p"vjgq"Ej¤w"Vw医p"Jw{." 2008)
V»k" 8逢嬰e" e医r" vt‒p" n逸pi" pijg"
pj英pi"#"mk院p"e栄c"v»k MDTR09 V»k"8逢嬰e"8欝pi"pijk羽r"e栄c"v»k" 8嘘k"z穎"x噂k"v»k"t医v"vj¤p"vjk羽p MDTR10 "" mk院p" x " swcp" 8k吋o" e栄c" v»k" 8逢嬰e"swcp"v¤o" MDTR11 0 4 U詠" j泳pi" thú công xk羽e
E»pi"xk羽e"e栄c"v»k"t医v"vj¿"x鵜 SHTH12 - Vt亥p Kim Dung (2005) - JSS - Employeesatisfaction.com *f磯p"vjgq"Ej¤w"Vw医p"Jw{, 2008) V»k"e„"e違o"ikƒe"t医v"vj臼c"o«p" mjk" jq p" vj pj" e»pi" xk羽e" 8逢嬰e"ikcq" SHTH13 V»k"jk吋w"8逢嬰e"u詠"swcp"vt丑pi" v逢挨pi"8嘘k"e栄c"xk羽e"o·pj"n o" SHTH14 05 N逢挨pi"
47
Vk隠p" n逢挨pi" v逢挨pi" z泳pi" x噂k"
o泳e"8瓜"n o"xk羽e"e栄c"v»k LB16 -Vt亥p Kim Dung (2005) -Employeesatisfaction.com -MSQ *f磯p"vjgq"Ej¤w"Vw医p" Huy, 2008) Uq"x噂k"o泳e"n逢挨pi"épi"x鵜"vt " v衣k" eƒe" d羽pj" xk羽p" mjƒe." v»k" e違o" vj医{" j k" n”pi" x噂k" o泳e" n逢挨pi" e栄c" o·pj" 荏" d羽pj" xk羽p" này
LB17
06 Phúc
n嬰k
Tôi hài n”pi" x噂k" pj英pi" rj¿e"
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-JSS *f磯p"vjgq"Ej¤w"Vw医p" Huy, 2008)
-Vt亥p"Mko"Fwpi"*4227+ V»k" pj壱p" 8逢嬰e" pj英pi" rj¿e"
n嬰k" v嘘v" j挨p" uq" x噂k" eƒe" d羽pj" xk羽p"mjƒe PHL19 Pj英pi"rj¿e"n嬰k"v»k"z泳pi"8ƒpi" 8隠w"pj壱p"8逢嬰e PHL20 07 Lòng tin 8欝pi" pijk羽r Mjk" v»k" i員r" mj„" mj<p" vtqpi" e»pi" xk羽e." 8欝pi" pijk羽r" e栄c"
v»k"u胤"e嘘"i逸pi"ik¿r"v»k LTDN21
-Cook & Wall (1980) -Employeesatisfaction.com *f磯p"vjgq"Ej¤w"Vw医p"Jw{." 2008) V»k"vj医{"vjq違k"oƒk"mjk"ejkc"u飲" #" mk院p" e栄c" v»k" x噂k" 8欝pi" pijk羽r LTDN22 V»k" pj壱p" 8逢嬰e" pj英pi" rj違p" j欝k" v瑛" 8欝pi" pijk羽r" ik¿r" ejq" v»k" p¤pi" ecq" mj違" p<pi" n o" xk羽e LTDN23 V»k"jq p"vq p"vkp"v逢荏pi"8欝pi" pijk羽r"e栄c"o·pj LTDN24 08 vkp"e医r"Lòng trên
V»k" v詠" vkp" ejq" t茨pi" v鰻" ej泳e" nw»p" e嘘" i逸pi" 8嘘k" z穎" e»pi"
d茨pi"x噂k"v»k LTCTR25
-Cook & Wall (1980) -Employeesatisfaction.com *f磯p"vjgq"Ej¤w"Vw医p"Jw{."
2008) V»k" e„" vj吋" rj違p" 8嘘k" #" mk院p"
e栄c" e医r" vt‒p" o " mj»pi" u嬰" d鵜"
i員r"t逸e"t嘘k LTCTR26 N«pj"8衣q"e栄c"d羽pj"xk羽p"jk吋w" t "pj英pi"i·"j丑"n o LTCTR27 V»k"jq p"vq p"vkp"v逢荏pi"n«pj" 8衣q LTCTR28 09 E挨"j瓜k" vj<pi"vk院p" pij隠" pijk羽r
V嘘e" 8瓜" vj<pi" vk院p" u詠" pijk羽r"
e栄c"v»k"jk羽p"v衣k"mjƒ"pjcpj CHTT29
Weng & Hu (2009) Mj違" p<pi" 8逢嬰e" vj<pi" ej泳e"
vtqpi"8挨p"x鵜"e栄c"v»k"n "t医v"ecq CHTT30
Uq"x噂k"eƒe"8挨p"x鵜"vt逢噂e"8¤{."
48
Uq" x噂k" eƒe" 8欝pi" pijk羽ru詠" rjƒv"vtk吋p"pij隠"pijk羽r"e栄c"v»k"
n "pjcpj"j挨p CHTT32
10 U詠"vtcq" sw{隠p
Mjk" 8逢嬰e" ikcq" pjk羽o" x映v»k" 8逢嬰e" sw{隠p" v詠" ej栄" vj詠e" jk羽p"
pj英pi"pjk羽o"x映"p {0" STRQ33
Spreitzer và c瓜ng s詠 (1997) V»k" e„" sw{隠p" v詠" sw{院v" vtqpi"
e»pi"xk羽e"e栄c"o·pj0" STRQ34
V»k" 8逢嬰e" 8瓜e" n壱r" x " v詠" fq" vtqpi" eƒej" n o" xk羽e" e栄c" d違p" thân. STRQ35 11 N o"xk羽e" nhóm Rj逢挨pi"rjƒr"n o"xk羽e"pj„o" vj逢運pi"zw{‒p"8逢嬰e"vj詠e"jk羽p" LVNH36
-VSO"*f磯p"vjgq"Jun x "e瓜pi" u詠, 2006)
A瓜k" pj„o" n o" xk羽e" 8逢嬰e" j·pj"vj pj"x "vj詠e"jk羽p"pjk羽o"
x映"o瓜v"eƒej"n¤w"f k" LVNH37 V»k" pij " 8瓜k" pj„o" e栄c" v»k"
n o"xk羽e"e„"jk羽w"sw違"8吋"ewpi" e医r"f鵜ej"x映" {"v院"v嘘v"pj医v"ejq" d羽pj"pj¤p LVNH38 12 U詠"j k" lòng V»k" e違o" vj医{" j k" n”pi" x隠" e»pi"xk羽e"e栄c"o·pj SHL39
-Homburg & Stock (2004) -Jun x "e瓜pi"u詠 (2006) V»k" {‒w" vj ej" e»pi" xk羽e" e栄c"
mình SHL40 V»k" v詠" j q" x·" 8«" n o" xk羽e" vtqpi"d羽pj"xk羽p"p { SHL41 D羽pj"xk羽p"p {"n "p挨k"v嘘v"pj医v" 8吋"v»k"n o"xk羽e SHL42 13 Lòng trung thành V»k" m吋" x隠" d羽pj" xk羽p" e栄c" v»k" o瓜v" eƒej" v ej" e詠e" mjk" p„k"
ejw{羽p"x噂k"d羽pj"pj¤p LTT43
-Homburg & Stock (2004) -Vt亥p"Mko"Fwpi"*4227+ V»k" m吋" x隠" d羽pj" xk羽p" e栄c tôi
o瓜v" eƒej" v ej" e詠e" mjk" p„k" ejw{羽p" x噂k" cpj1ej鵜" dfl" x " pi逢運k"vj¤p LTT44 V»k"u印p"n”pi"ik噂k"vjk羽w"pj英pi" f鵜ej"x映"e栄c"d羽pj"xk羽p"p挨k"v»k" n o"xk羽e"ejq"pi逢運k"mjƒe LTT45 V»k" e„" #" 8鵜pj" 荏" n衣k" n¤w" f k" épi"d羽pj"xk羽p"e栄c"v»k LTT46
V»k" u印p" u pi" épi" d羽pj" xk羽p" e栄c"v»k"x逢嬰v"swc"ikck"8q衣p"mj„"
49
3.5. K院t qu違 nghiên c泳w"u挨"d瓜3.5.1. Nghiên cとw"8おpj"v pj"u￢"dじ 3.5.1. Nghiên cとw"8おpj"v pj"u￢"dじ
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̋ Rj衣o"Cpj."Dƒe"u "["j丑e"e鰻"vtw{隠p Rj衣o"Pi丑e"Vj衣ejN¤o"A欝pi;
̋ J欝"Pi丑e"Vjk‒p"Swcpi. Y u "Vtwpi"V¤o"["v院"A "N衣v=
̋ Piw{宇p"Vj鵜"Vjcpj"J茨pi."["vƒ"D羽pj"xk羽p"Ac"mjqc"N¤o"A欝pi= ̋ Piw{宇p"Vj鵜"D違q"Vt¤o, F逢嬰e"u "D羽pj"xk羽p"Ac"Mjqc"N¤o"A欝pi.
D違pi"502.M院v"sw違"pijk‒p"e泳w"8鵜pj"v pj"u挨"d瓜
Eƒe"mjƒk"pk羽o"pijk‒p"e泳w M院v"sw違"rj臼pi"x医p"8鵜pj"v pj"u挨"d瓜
Ak隠w"mk羽p"n o"xk羽e -E¤w"j臼k"t "t pi."uƒpi"#."jk吋w"t "mj»pi"e亥p"jk羽w"ej雨pj
A q"v衣q -E¤w"j臼k"t "t pi."uƒpi"#."jk吋w"t "mj»pi"e亥p"jk羽w"ej雨pj
O泳e"8瓜"v»p"vt丑pi -E¤w"j臼k"t "t pi."uƒpi"#."jk吋w"t "mj»pi"e亥p"jk羽w"ej雨pj
U詠"j泳pi"vj¿"e»pi"xk羽e -E¤w"j臼k"t "t pi."uƒpi"#."jk吋w"t "mj»pi"e亥p"jk羽w"ej雨pj
N逢挨pi"d鰻pi -E¤w"j臼k"t "t pi."uƒpi"#."jk吋w"t "mj»pi"e亥p"jk羽w"ej雨pj
Rj¿e"n嬰k -E¤w"j臼k"t "t pi."uƒpi"#."jk吋w"t "mj»pi"e亥p"jk羽w"ej雨pj
N”pi"vkp"8欝pi"pijk羽r -E¤w"j臼k"t "t pi."uƒpi"#."jk吋w"t "mj»pi"e亥p"jk羽w"ej雨pj