RESEARCH PROJECT (BMBR5103) THE FACTORS THAT AFFECT ORGANIZATIONAL CITIZENSHIP BEHAVIORS AT THE VIETNAM INTERNATIONAL COMMERCIAL JOINT STOCK BANK STUDENT’S FULL NAME : VU DUC THINH STUDENT ID : CGS00018262 INTAKE : MAY 2014 ADVISOR’S NAME & TITLE : DR NGUYEN THE KHAI (DBA) AUGUST, 2015 Business Research Methods DR NGUYEN THE KHAI ADVISOR’S ASSESSMENT - VU DUC THINH – MBAOUM K14C Business Research Methods DR NGUYEN THE KHAI TABLE OF CONTENTS ABSTRACT ACKNOWLEDGEMENT LIST OF TABLES LIST OF CONFIGURES ABBREVIATION CHAPTER I: INTRODUCTION PART A – RESEARCH INTRODUCTION 1.1 Research Problem Statement: 1.2 Significance of Research 1.3 Scope of the Research 1.4 Purpose of the Research 1.5 Research Methodology 1.5.1 Primary data 1.5.2 Secondary data 1.6 The Structure of the Research PART B – OVER VIEW OF THE VIB Product and Brand Name 10 Business Objective 12 Human Resources Management 14 VU DUC THINH – MBAOUM K14C Business Research Methods DR NGUYEN THE KHAI CHAPTER II: LITERATURE REVIEW AND HYPOTHESES 17 2.1 Organizational Citizenship Behaviors (OCB) 17 2.2 Organizational commitment (OC) 22 2.3 Job demands and Decision latitude (JD) 24 2.4 Person-Organization Fit (POF) 26 2.5 Job Satisfaction relative to expectations (JS) 27 2.6 The relationship between OC and OCB 28 2.7 The relationship of JD and OCB 29 2.8 The relationship POF and OCB 30 2.9 The Relationship of JS and OCB 32 CHAPTER III: RESEARCH METHODOLOGY 34 3.1 Research Model: 34 3.2 Survey Process 35 3.2.1 Primary data 35 3.2.2 Secondary data 36 3.2.3 Survey process 36 3.3 Measure of each Construct 38 3.3.1 Organizational Citizenship Behaviors 38 3.3.2 Person-Organization Fit 39 3.3.3 Job demands and Decision latitude 40 3.3.4 Organizational Commitment 41 VU DUC THINH – MBAOUM K14C Business Research Methods DR NGUYEN THE KHAI 3.3.5 Job satisfaction relative to expectations 42 CHAPTER IV: ANALYSIS AND RESULTS 43 4.1 Overview of respondents’ information 43 4.2 Reliability Statistics 46 4.3 Descriptive Statistics 48 4.4 Hypotheses Testing Results: 49 4.4.1 Hypothesis proposed (H1) 50 4.4.2 Hypothesis proposed (H2) 51 4.4.3 Hypothesis proposed (H3) 51 4.4.4 Hypothesis proposed (H4) 51 5.1 Summary of the Results: 53 5.2 Discussion and Recommendation 54 5.3 Limitation and Future Research 55 REFERENCES 56 APPENDIX - QUESTIONNAIRES 61 APPENDIX II - PRESENTATION SLIDES 67 VU DUC THINH – MBAOUM K14C Business Research Methods DR NGUYEN THE KHAI ABSTRACT Organization citizenship behaviors (OCB) are individual and voluntary behaviors that are not stated directly by formal system They make increase in effectiveness and efficiency of organizational performance The quality of human resource, one of the basic and important elements, is indispensable for every business in general and banks in particular during the existence and development After stage spike when the number of banks in Vietnam was established new and expanded operations phase from 2000 to 2012, due to the impact of the financial crisis and restructuring, system banks have tended to transform descending towards decreasing the quantity and increasing the quality But besides the formed standards for the employees, the other factors that is not stated that affecting this, it is called the Organization citizenship behaviors This study examines the structure of OCB and its relation to Organizational commitment (OC), Job satisfaction relative to expectations (JS), Job demands and Decision latitude (JD), Person-Organization Fit (POF) at VIB Data was collected through the use of standardized questionnaires Two-hundred and ninety seven employees of VIB filled out standardized questionnaires The collected data were computed and analyzed through factor analysis, Cronbach’s alpha, descriptive statistics, multiple regression analysis Based on results analysis, researcher makes some suggestions to the managers of VIB to improve VIB’s performance Key words: Organizational citizenship behaviors, Organizational commitment, Job satisfaction relative to expectations, Job demands and decision latitude, PersonOrganization Fit VU DUC THINH – MBAOUM K14C Business Research Methods DR NGUYEN THE KHAI ACKNOWLEDGEMENT I would like to express my deepest gratitude to my research Instructor, Professor Khai Nguyen The for his intensive support, valuable suggestions, guidance and encouragement during the course of my study I would like to express my sincere gratitude to all great lecturers at the MBA program for an enjoyable learning experience that has increased my knowledge I would like to specially express my thanks to all of my classmates, my friends for their support and encouragement I would like to express my thanks to all my colleagues at VIB who are willing to join and complete my survey in this work in valuable way or another Finally, I heartily dedicate this study to my beloved parents and my wife, who have always sacrificed to encourage and support me during my study August, 2015 VU DUC THINH VU DUC THINH – MBAOUM K14C Business Research Methods DR NGUYEN THE KHAI LIST OF TABLES Table 4.1: Result of Survey .43 Table 4.2: Sample Description 45 Table 4.3: Reliability Test for employees of VIB - OC 46 Table 4.4: Reliability Test for employees of VIB - JD .47 Table 4.5: Reliability Test for employees of VIB - POF 47 Table 4.6: Reliability Test for employees of VIB - JS 47 Table 4.7: Reliability Test for employees of VIB - OCB 47 Table 4.8: Descriptive Statistics 48 Table 4.9: Variables Entered/Removeda 49 Table 4.10: Model Summary 50 Table 4.11: Coefficientsa 50 Table 4.12: hypothesis result 52 VU DUC THINH – MBAOUM K14C Business Research Methods DR NGUYEN THE KHAI LIST OF CONFIGURES Figure 1.1 : Human resource manager system of VIB 13 Figure 1.2 : Personel Structure (Source : VIB – Annual Report 2014) 16 Figure 3.1 : the proposed research model of the factors affect the Organizational Citizenship Behaviors of the employees at VIB 34 ABBREVIATION OCB Organizational Citizenship Behavior OC Organizational commitment JS Job satisfaction relative to expectations JD Job demands and Decision latitude POF Person-Organization Fit VIB The Vietnam International Commercial Joint Stock Bank SPSS Statistical Package for Social Science VU DUC THINH – MBAOUM K14C Business Research Methods DR NGUYEN THE KHAI CHAPTER I: INTRODUCTION The first chapter will introduce basic of the research : Research Problem Statement, Purpose of the Research, Scope of the Research, Significance of the Research, Research Methodology, and Structure of this Research The final of the chapter will supply briefly information of Vietnam International Commercial Joint Stock Bank (VIB) PART A – RESEARCH INTRODUCTION 1.1 Research Problem Statement: A bank is a financial institution offering deposits subject to withdrawal on demand and providing loans to the retails or corporate sector The role of bank is more and more important in the world as well as Vietnam nowadays and there are a lot of students want to develop his knowledge in banking services, including the Organizational Citizenship Behavior in banking Organization citizenship behaviors (OCB) are individual and voluntary behaviors that are not stated directly by formal system The reason of researching OCB is that every organization, in order to sustain competition and long-term profitability, businesses, devotes themselves not only to attracting new customers but also to retaining existing customers (Yang, 2005) Several studies have demonstrated that OCB makes increase in effectiveness and efficiency of organizational performance Therefore, improving the employees’ OCB is a critical issue for business managers in today’s competitive global marketplace) Ensuring excellent service quality and high customer satisfaction is an important issue and a challenge for the service industry (Hung et al., 2003) VU DUC THINH – MBAOUM K14C Business Research Methods DR NGUYEN THE KHAI the VIB : history, award, structure, department, etc… so they can integrate more quickly and get more efficiency The two other remain factors was not supported Organizational Commitment is always one of the important elements that affect the development of the company When VIB has a stability human resource, they can implement long-term strategies HRM should organize mental and physical activities : english club, sport club, etc… Creating an environment to promote creativity and independence in work 5.3 Limitation and Future Research There are several limitations which have to be taken into account when interpreting the results of this study First, the sample size was relatively small (những = 297) which has a negative influence on the statistical power Second, internal consistency may occur due to a common source, thus a common method bias may exist in the data Third, the research only focus related contents at VIB and also can’t be generalized for the banking industry at Vietnam Fourth, The surveys conducted in slightly short time (over one month) and with the effort of one individual last but not least, there are many other factors that affect OCB but did not mention in the research, such as : Perceived Fairness, perceived organizational support, personal industry, individual initiative, job motivation, etc Therefore, in the future, the researcher will spend more time for this research, go for large sample, combine with many others researchers who have similar research objectives topic Besides that, at that time, we will evaluate more other factors which are not above four factors The scope of the research will be the bank industry, not just VIB VU DUC THINH – MBAOUM K14C 55 Business Research Methods DR NGUYEN THE KHAI REFERENCES www.vib.com.vn VIB (2011 – 2014), Annual Report, Vietnam Aronson, K R., Laurenceau, J P., Sieveking, N., & Bellet, W (2005) Job satisfaction as a function of job level Administration and Policy in Mental Health Services Research, 32(3), 285–291 Arvey, R D., Bouchard, T J., Jr., Segal, N L., & Abraham, L M (1989) Job satisfaction: Environmental and genetic components Journal of Applied Psychology, 74, 187–192 Bacharach, S B., Bamberger, P., & Conley, S (1991) Work-home conflict among nurses and engineers: Mediating the impact of role stress on burnout and satisfaction at work Journal of Organizational Behavior, 72( I), 39-53 Bateman, T S., & Organ, D W (1983) Job satisfaction and the good soldier: The relationship between affect and employee citizenship Academy of Management Journal, 26, 587–595 Becker, T E., & Billings, R S (1993) Profiles of commitment: An empirical test Journal of Organizational Behavior, 14, 177–190 Becker, T E (2004) Employee commitment and motivation: A conceptual analysis and integrative model Journal of Applied Psychology, 89, 991–1007 Castro, C B., Armario, E M & Ruiz, D M (2004) The influence of employee organizational citizenship behaviour on customer loyalty International Journal of Service Industry Management, 15, 1, 27-53 Dail L.Fields (2002), Taking the Measure of Work: A guide to validated scales for organization Research and Diagnosis, Sage Publications VU DUC THINH – MBAOUM K14C 56 Business Research Methods DR NGUYEN THE KHAI Graham, J W (1991) An essay on organizational citizenship behavior Employee Responsabilities and Rights Journal, 4, 249-270 Karasek, R A (1979) Job demands, job decision latitude, and mental strain: Implications for job redesign Administrative Science Quarterly, 24, 285-308 Kidder, D L., & McLean Parks, J (1993) The good soldier: Who is (s)he? In D P Moore (Ed.), Academy of Management Best Papers Proceedings, 363–367 Meyer, J R, & Allen, N J (1997) Commitment in the workplace Thousand Oaks, CA: Sage Lee, K., & Allen, N.J (2002) Organizational citizenship behavior and workplace deviance: the role of affect and cognition Journal of Applied Psychology, 87, 131- 142 Locke, E A (1983) The nature and causes of job satisfaction In M D Dunnette (Ed.), Handbook of Industrial Psychology (1297–1349) Chicago, IL: Rand– McNally College Publishing Company Marsden, P V., Kalleberg, A L., & Cook, C R (1993) Gehder differences in organizational commitment: Influences of work positions and family roles Work and Occupations, 20(3), 368-390 MacKenzie S B., Podsakoff, P M., & Ahearne, M (1998) Some possible antecedents of in-role and extra-role salesperson performance Journal of Marketing, 62, 87–98 Morrison, E W (1994) Role definitions and organizational citizenship behavior: the importance of the employee perspective Academy of Management Journal, 37, 1543–1567 VU DUC THINH – MBAOUM K14C 57 Business Research Methods DR NGUYEN THE KHAI Moorman, R H (1993) The influence of cognitive and affective based job satisfaction measures on the relationship between satisfaction and organizational citizenship behavior Human Relations, 46, 756–776 Niehoff, B P., & Moorman, R H (1993) Justice as a mediator of the relationship between methods of monitoring and organizational citizenship behavior Academy of Management Journal, 36, 527–556 Organ, D W (1988) Organizational citizenship behaviour: The good soldier syndrome Lexington, MA: Lexington Books Organ, D W (1990b) The subtle significance of job satisfaction Clinical Laboratory Management Review, 4:94–98 Organ, D W., & Ryan, K (1995) A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior Personnel Psychology, 48: 775–802 Organ, D W (1997) Organizational citizenship behaviour: It’s construct clean-up time Human Performance, 10: 85–98 Organ, D W., Podsakoff, P M., & MacKensie, S B (2006) Organizational Citizenship Behavior Its Nature, Antecedents, and Consequences Sage Publication: Thousands Oaks Organ, D W., & Lingl, A (1995) Personality, satisfaction and organizational citizenship behavior The Journal of Social Psychology, 135(3), 339–350 Organ, D W., & Moorman, R H (1993) Fairness and organizational citizenship behavior: What are the connections? Social Justice Research, 6, 5–18 Penner, L A., Midili, A R., & Kegelmeyer, J (1997) Beyond job attitudes: a personality and social psychology perspective on the causes of organizational citizenship behavior, Human Performance, 10(2), 111–131 VU DUC THINH – MBAOUM K14C 58 Business Research Methods DR NGUYEN THE KHAI Podsakoff, P M., MacKenzie, S B., Moorman, R H., & Fetter, K (1990) Transformational leader behaviours and their effects on followers’ trust in leader, satisfaction, and organizational citizenship behaviours Leadership Quarterly, 1: 107– 142 Podsakoff, P M., Ahearne, M., & MacKenzie, S B (1997) Organizational citizenship behaviour and the quantity and quality of work group performance Journal of Applied Psychology, 82(2): 262-70 Podsakoff, P M., & MacKenzie, S B (1997) The impact of organizational citizenship in organizational performance: Review and suggestion for future research Human Performance, 10, 133–151 Podsakoff, P M., MacKenzie, S B., Paine, J B., & Bachrach, D G (2000) Organization citizenship behaviors: a critical review of the theoretical and empirical literature and suggestions for future research Journal of Management, 26, 513–563 Randall, M L., Cropanzano, R., Bormann, C A., & Birjulin, A (1999) Organizational politics and organizational support as predictors of work attitudes, job performance, and organizational citizenship behaviour Journal of Organizational Behavior, 20, 159–174 Smith, P C., Kendall, L M & Hulin, C L (1969) The measurement of satisfaction in work and retirement: A strategy for the study of attitudes Chicago, IL: Rand McNally Smith, C A., Organ, D W., & Near, J P (1983) Organizational citizenship behaviour: Its nature and antecedents The Journal of Applied Psychology, 68: 653– 663 VU DUC THINH – MBAOUM K14C 59 Business Research Methods DR NGUYEN THE KHAI Tang, T L P., & Ibrahim, A H S (1998) Antecedents of organizational citizenship behavior: public personnel in the United States and in the Middle East Public Personnel Management, 27, 529–548 Thompson, H B., & Werner, J M (1997) The impact of role conflict/facilitation on core and discretionary behaviors: Testing a mediated model Journal of Management, 23(4), 583-602 Van Dyne, L., & LePine, J A (1998) Helping and voice extra-role behaviors: Evidence of construct and predictive validity Academy of Management Journal, 4/(1), 108-119 Walz, S.M., Niehoff, B.P., (1996) Organizational citizenship behaviors and their effects on organizational effectiveness in limited - menu restaurants Academy of Management Best Paper Proceedings, 307-311 Williams, L., & Anderson, S (1991) Job satisfaction and organizational commitment as predictors of Organizational citizenship and in-role behaviors Journal of Management, 17, 601-617 Williams, L J., & Anderson, S E (1991) Job satisfaction and organizational commitment as predictors of organizational citizenship and in-role behaviors Journal of Management, 17(3), 601-617 Xie, J L (1996) Karasek’s model in the People’s Republic of China: Effects of job demands, control, and individual differences Academy of Management Journal, 39(6), 1594-1619 Zikmund, Babin, Carr and Griffin, 2013, Business Research Methods, 9th international edition, South-Western Cengage Learning, Canada VU DUC THINH – MBAOUM K14C 60 Business Research Methods DR NGUYEN THE KHAI APPENDIX - QUESTIONNAIRES THE RESEARCH OF ORGANIZATIONAL CITIZENSHIP BEHAVIORS AT VIETNAM INTERNATIONAL BANK (VIB) Dear Colleagues, I am Vu Duc Thinh First of all, I would like to send greetings to all your health I am taking part in a MBA course, and my research is Organization Citizenship Behaviors at our VIB As you know, employees are always the most important factor effect the success of any organization, and VIB is not a exception case My research is to find out some factors affect to Organization Citizenship Behaviors at VIB and give some suggestion (if any) to our VIB better So, your opinion as a professional is highly valued and important to my understand Your information will be confidential If you need any further information related to this questionaire or others, you can kindly contact me through email: vdthinh27@yahoo.com Directions: Please read the situations described below and select the number that shows the degree to which you personally feel acceptable Job satisfaction relative to expectations Responses are obtained using a 5-point Likert-type scale where = very dissatisficated and = very satisfied Your present job when you compare it to others in the organization The progress you are making toward the goals you set for yourself in your present position The chance your job gives you to what you are VU DUC THINH – MBAOUM K14C 5 61 Business Research Methods DR NGUYEN THE KHAI best at Your present job when you consider the expectations you had when you took the job Your present job in light of your career expectations 5 Organizational commitment Responses are obtained using a 5-point Likert-type scale where = strongly disagree, = disagree, = neutral, = agree, and = strongly agree I am willing to work harder than I have to in order to help this organization succeed I feel very little loyalty to this organization ( R ) I would take almost any job to keep working for this organization I find that my values and the organization’s are very similar 10 I am proud to be working for this organization 11 I would turn down another job for more pay in order to stay with this organization 5 5 5 Job demands and Decision latitude Responses are obtained using a 5-point Likert-type scale where = never and = extremely often 12 To what extent does your job require your working fast? 13 To what extent does your job require your working hard? 14 To what extent does your job require a great deal of VU DUC THINH – MBAOUM K14C 5 62 Business Research Methods DR NGUYEN THE KHAI work to be done? 15 To what extent is ther not enough time for you to 5 5 19 To what extent is high skill lever required? 20 To what extent are you required to learn new things? 21 To what extent is your work non-repetitious? 22 To what extent does your job require creativity? 5 5 your job? 16 To what extent is there excessive work in your job? 17 To what extent you feel there is not enough time for you to finish your work? 18 To what extent are you faced with conflicting demands on your job? 23 To what extent you have the freedom to decide how to organize your work? 24 To what extent you have control over what happens on your job? 25 To what extent does your job allow you to make a lot of your own decision? 26 To what extent are you assistied in making your own decisions? 4.Person-Organization Fit scale Responses are obtained using a 5-point Likert-type scale where = not true at all and = definitely true 27 This organization pays on the basis of individual 28 This organization has a profit or gain-sharing plan 29 This organization makes promotions based mostly performance VU DUC THINH – MBAOUM K14C 63 Business Research Methods DR NGUYEN THE KHAI on individual performance 30 This organization encourags competition between employees 31 This organization encourages and rewards loyalty 32 Teamwork and cooperation has a good year it pays bonues to the employees 33 When the organization has a good year it pays bonues to the employees 34 People generally have to work in groups to get their work done 35 This organization offers long-term employment security 36 This organization has a ―fast-track‖ program 37 This organization has/follows a promote-fromwithin policy 38 The typical employee here works very hard to fulfill work expectations 39 There is an emphasis on helping others 40 Fairness is an important consideration in organizational activites 41 When mistakes are made it is best to be honest and ―take your lumps‖ 5 5 5 5 5 5 5.Organizational Citizenship Behaviors Responses are obtained using a 5-point Likert-type scale where = strongly disagree, and = strongly agree 42 Helps others who have been absent 43 Helps others who have heavy work loads VU DUC THINH – MBAOUM K14C 64 Business Research Methods DR NGUYEN THE KHAI 44 Assists supervisor with his/her work (when not 5 46 Goes out of way to help new employees 47 Takes a personal interest in other employees 48 Passes along information to co-workers 49 Attendance at work is above the norm 50 Gives advance notice when unable to come to work 51 Takes undeserved work breaks ( r ) 5 53 Complains about insignificant things at work ( r ) 54 Conserves and protects organizational property 5 56 Adequately complestes assigned duties 57 Fulfills responsibilities specified in job description 58 Perform tasks that are expected of him/her 59 Meets formal performance requirements of the job 5 5 asked) 45 Takes time to listen to co-workers’ problems and worries 52 Great deal of time spent with personal phone conversations ( r ) 55 Adherers to informal rules devised to maintain order 60 Engages in activities that will directly affect his/her performance 61 Neglects aspects of the job he/shi is obligated to perform ( r ) 62 Fails to perform essential duties ( r ) Please give Some more information about you: 63 Gender:  Female  Male 64 Age:  Under 25  25 – Under 30 VU DUC THINH – MBAOUM K14C 65 Business Research Methods DR NGUYEN THE KHAI  30 – 40 65 Marital Status:  Single  Over 40  Married without children  Married with children 66 Do you currently:  Live with your family?  Live far away from your family? 67 How many years have you been at VIB?: ……… months\ 68 Your Department:  Credit  Tresury  Account 3. Marketing  IT  Others THANK YOU FOR PARTICIPATING! VU DUC THINH – MBAOUM K14C 66 Business Research Methods DR NGUYEN THE KHAI APPENDIX II - PRESENTATION SLIDES VU DUC THINH – MBAOUM K14C 67 Business Research Methods VU DUC THINH – MBAOUM K14C DR NGUYEN THE KHAI 68 Business Research Methods VU DUC THINH – MBAOUM K14C DR NGUYEN THE KHAI 69 ... employees, the other factors that is not stated that affecting this, it is called the Organization citizenship behaviors This study examines the structure of OCB and its relation to Organizational. .. of the factors affect the Organizational Citizenship Behaviors of the employees at VIB 34 ABBREVIATION OCB Organizational Citizenship Behavior OC Organizational commitment JS Job satisfaction... in Vietnam International Commercial Joint Stock Bank? ?? There is a tendency of human resource in banking at the present is moving on the bank stability and tend to thrive in the future And The Vietnam