UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business NGUYEN THI NGOAN FACTORS AFFECTING JOB PERFORMANCE: AN INVESTIGATION OF EMPLOYEES IN THE VIETNAMESE BANKING INDUSTRY MASTER OF BUSINESS (Honours) Ho Chi Minh City – Year 2012 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business NGUYEN THI NGOAN FACTORS AFFECTING JOB PERFORMANCE: AN INVESTIGATION OF EMPLOYEES IN THE VIETNAMESE BANKING INDUSTRY ID: 60340102 MASTER OF BUSINESS (Honours) SUPERVISOR: DR NGUYEN THI MAI TRANG Ho Chi Minh City – Year 2012 ACKNOWLEDGEMENT I would like to give my gratefulness to my research instructor, Dr Nguyen Thi Mai Trang for her intensive support, valuable suggestions, instructions and encouragement during the time of doing my research I would like to express my deepest gratitude to Professor Nguyen Dong Phong, Professor Nguyen Dinh Tho, Dr Tran Ha Minh Quan for their valuable time as the members of the proposal examination committee Their comments and meaningful suggestions were contributed great help for my completion of this research My sincere thanks are given to all of my teachers at International Business School – University of Economics Ho Chi Minh City for their teaching and guidance during my MBA course In addition, I would like to special express my thanks to all of my classmates, my colleagues at JSC Bank for Investment and Development of Viet Nam, my friends who are working in some banks in Ho Chi Minh City: Ms Pham Thi Thu Ha (Techcom Bank), Ms Nguyen Thi Phuong Thao (Asia Commercial Bank), Mr Luong Thi Ngoc Tram (Sacombank), Ms Le Thi Viet Ha (Eximbank) for their support and encouragement during the time I was doing my research TABLE OF CONTENTS ACKNOWLEDGEMENT ABSTRACT TABLE OF CONTENTS LIST OF FIGURES LIST OF TABLES CHAPTER 1: INTRODUCTION 1.1 RESEARCH BACKGROUND 1.2 RESEARCH PROBLEMS 1.3 RESEARCH OBJECTIVES 1.4 RESEARCH METHODOLOGY AND SCOPES 1.5 STRUCTURE OF THE RESEARCH CHAPTER 2: LITERATURE REVIEW AND HYPOTHESES 2.1 POSITIVE PSYCHOLOGICAL CAPITAL 2.1.1 Self – efficacy 11 2.1.2 Optimism 12 2.1.2 Hope 14 2.1.2 Resilience 16 2.2 QUALITY OF WORKING LIFE 16 2.3 JOB PERFORMANCE 19 2.4 THE CONCEPTUAL MODEL AND HYPOTHESES OF THE RESEARCH 20 CHAPTER 3: RESEARCH METHODOLOGY 22 3.1 RESEARCH DESIGN 22 3.1.1 Qualitative Research 25 3.1.2 Quantitative Research 25 3.2 DATA ANALYSIS METHOD 29 CHAPTER 4: DATA ANALYSIS AND DATA RESULT 30 4.1 CHARACTERISTICS OF RESEARCH SAMPLES 30 4.2 THE RELIABLITY TEST: THE CRONBACH’S ALPHA TEST 32 4.3 EXPLORATORY FACTOR ANALYSIS 36 4.4 MULTIPLE REGRESSION ANALYSIS 38 4.5 THE FINAL MODEL FOR THE RESEARCH 41 CHAPTER 5: CONCLUSIONS, IMPLICATIONS AND LIMITATIONS 44 5.1 CONCLUSIONS 45 5.2 MANAGERIAL IMPLICATIONS 45 5.2.1 Belonging needs 45 5.2.2 Hope 46 5.2.3 Knowledge needs 48 5.2.4 Resilience 47 5.3 LIMITATIONS 49 REFERENCES 50 APPENDICES APPENDIX A APPENDIX B APPENDIX C APPENDIX D APPENDIX E APPENDIX F LIST OF FIGURES Figure 2.1 Conceptual Model Figure 3.1 Research processes Figure A1 Top 10 countries with highest asset growth of banking sector Figure A2 Top 10 countries with highest asset growth of banking sector Figure A3 ATM, POS and issued cards during 2007 -2010 Figure E1 Histogram of Job performance Figure E2 Normal Plot of Job performance Figure E3 Scatter Plot of Job performance LIST OF TABLES Table 3.1 Summary Result of Delivery Questionnaire Table 4.1 Sample Characteristics Table 4.2 Reliability Test Results Table 4.3 Total Variance Explained of Independent Variables Table 4.4 Rotate Factor Matrix of Independent Variables Table 4.5 Factor Matrix of Dependent Variable Table 4.6 Correlations Matrix Table 4.7 Model Summary When Adding Gender As An Independent Variable Table 4.8 Model Summary When Adding Age As an Independent Variable Table 4.9 Final Model Summary Table 4.10 Anova Result of Final Model Table 4.11 Coefficients Result of Final Model Table F1 Summary of Coefficients When Adding Gender and Age as an Independent Variable ABSTRACT Viet Nam has reached many achievements in developing its country since the time the economy has been opened In 2010, while the global economy has recovered slowly, Asia economies, especially Viet Nam, has done particular well Viet Nam economy’s growth continues to be impressive and become the third fastest growing economy after China, India Vietnam has crowded population, with more than 86 millions, the third in Asia and the thirteenth in the world In addition, the income level of population is likely to rise strongly over years However, the population still is under – banked Since, Vietnam is really a potential market for developing the banking industry Among many industries, banking industry is the most important industry that extremely contributes to the development of Vietnamese Economic Nowadays, because of the quickly change in business environment and the more competition in banking industry, the bank’s managers have put more efforts to improve bank’s performance with other competitors The employee takes a key factor to the bank’s performancce So, the bank’s managers are required to understand and to investigate whether their employees are satisfied with their job or not Only if they are satisfied, they will contributie a higher job performance Go along with the higher job performance, the employees will project a positive image of the organization as well as the capacity of competiveness of their banks As a result, the purpose of this research is to identify factors that affect the job performance of employees in the Vietnamese banking industry, specify to factors that belong to psychological capital and quality of working life Key words: Psychological capital, quality of working life, job performance, banking industry performance, human resource of banking industry CHAPTER 1: INTRODUCTION 1.1 RESEARCH BACKGROUND The recently financial crisis is one of the most pressing challenges facing countries and businesses in today's global business environment It is required most countries in the world to make suitable changes to improve and overcome this difficult period Vietnam is in the case of developing country, globalization poses distinct challenges to governments, the private sector and organized labor These challenges, which must be addressed through a strategic approach to human resource management, include (1) Partnership in economic recovery especially in Vietnam (2) Dealing with the large foreign companies (3) Concerns over possibility of fraud in E-commerce (such as issues of confidence and trust) and (4) Implementing prescriptions for recovery and growth taking in to consideration the development agenda and unique circumstances of individual area At present, senior executives in Vietnamese companies have become more strategic in their thinking about the human capital Human capital is becoming a main power for the success of any organizations Unfortunately, the competiveness and the quality of the human resources of Vietnamese companies are in low position in comparing with other countries The report of Labor and Social trends in Viet Nam stated that: Despite some advantages, the labor force of Viet Nam remains mostly unskilled as nearly two-third did not have any technical education The country‟s productivity of Viet Nam remains low in absolute terms and was equal to only 61.4% of the average of Asia countries Viet Nam has to increase the labor productivity and enhance competitiveness of labor force if the country desires to move up in regional and global production networks In order to reach the goal of the economic growth as well as the higher quality of labor force, Viet Nam must address many issues, especially in human resources (International Labor Organization Report, 2010) 1.2 RESEARCH PROBLEMS Banking industry is the heart of any economies Firstly, banks act as delegated monitors and ensure that firms use the resources allocated to them effectively Secondly, banks also play an important role as tool for executing macro – economic policies Go along with the quickly changes in business environment, the banking industry has renewed itself to catch up with the requirements of bank‟s users Almost banks are offering many kinds of valuable services for customers besides its traditional services in order to upgrade the satisfaction of the bank‟s customers Consequently, beyond the normal expectation of providing excellent customer service, the bank‟s employees are also required to sell various added value services The quality of banking services has been moved on strongly improvement over the last few years, it is still in its infancy The old banking systems and the old habit of local Vietnamese resident were two major obstacles to access to finance for Vietnam‟s large population of bankable but under-banked households and enterprises In the future, the Vietnamese banks have to their businesses in competitive environment not only with local banks but also with a lot of foreign – owned banks The banks need employees with high knowledge to advise more suitable services for their customers and attract more customers to use more services of banks (See more information about Vietnamese Banking Industry in Appendix A) 55 Parker, S (1998) Enhancing role-breath self efficacy: The roles of job enrichment and other organizational interventions Journal of Applied Psychology, 83, 835-852 Peterson, C (2006) A Primer in Positive Psychology New York, NY: Oxford University Press Nguyen, Thanh N (2012-October) The trend of human resources of Vietnamese Banking Industry in 2012/13 Nhip cau dau tu, p.10 Schneider, Sandra L.(2001) In Search of Realistic Optimism Meaning, Knowledge, and Warm Fuzzines American Psychologist, 56(3), 250-263 Schachtel, E (1959) Metamorphosis New York: Basic Books Seligman, M.E.P (1998) Learned optimism New York, NY: Pocket Books Scheier, M.F., & Caver, C.S (1985) Optimism, coping, and heath: Assessment and implications of generalized outcome expectancies Healthy Psychology, 4, 219-247 Sirgy, M Joseph., David Efraty., Phillip Siegel., & Dong-Jin Lee (2001), „„A New Measure of Quality of Work Life (QWL) Based on Need Satisfaction and Spillover Theories”, Social Indicators Research, 55 (3), 241-302 Snyder, C R., Kevin L Rand., & David R Sigmon (2002) HopeTheory: A Member of the Positive Psychology Family In C R Snyder and Shane J Lopez (Eds.), Handbookof Positive Oxford, UK: Oxford University Press Psychology (pp 257 -276) 56 Snyder, C R.,Harris, C., Anderson, J.R., Holleran, S.A., Irving, L.M., Sigmon, S.T., Yoshinobu, L., Gibb, J., Langelle, C., & Harney, P (1991).The will and the ways: Development and validation of an individual-differences measure of hope Journal of Personality and Social Psychology, 60, 570-585 Stajkovic, Alexander D & Fred Luthans (1998) Self-Efficacy and Work-Related Performance: A Meta Analysis Psychological Bulletin, 124(2), 240-261 Stajkovic, A., & Luthans, F (1998b) Social cognitive theory and self-efficacy OrganizationalDynamics, 26, 62-74 Youssef, C.M., & Luthans, F (2007) Positive organizational behavior in the workplace: The impact of hope, optimism, and resilience Journal of Management, 33, 774-800 Youssef, C.M., & Luthans, F (2008) Leveraging psychological capital in virtuous organizations: Why and how In C Manz, K Cameron, K Manz, & R Marx (Eds.), The virtuous organization (pp 131-162) Hackensack, NJ: World Scientific Publishers Youssef, C.M., & Luthans, F (2009) An integrated model of psychological capital in the workplace In A Linley (Ed.), Handbook of positive psychology and work New York: Oxford University Press Vaez, Marjan, Margareta Kristenson & Lucie Laflamme (2004) Perceived Quality of Life and Self-Rated Health among First-Year University Students: A Comparison with (2), 221-234 Their WorkingPeers” Social Indicators Research, 68 57 APPENDICES Appendix A Summary information of the Vietnamese Banking Industry Figure A1 Top 10 countries with highest asset growth of banking sector Source: www.thebankerdatabase.com Figure A2 Top 10 countries with highest asset growth of banking sector Source: www.vcbs.com Figure A3 ATM, POS and issued cards during 2007 -2010 Source: Vietnam Bank Card Association 58 Appendix B Guideline for qualitative in-depth interview Measure scales Comments Self-efficacy ( Parker.,1998) You feel confident of analyzing a long-term All interviewees expressed problem to find a solution that they fully understood the meanings of the scales You feel confident of presenting your work However, the interviewees area in meetings with senior management suggested that the author You feel confident of contacting people should change the noun outside the company "You" to "I" for all items because this scale was You feel confident of presenting information measure by self to a group of colleagues evaluation of interviewees Optimism (Carver & Scheier.,2002) interviewees In uncertain times, you usually expect the best The suggested to change item " You always expect things go to my way In uncertain times, you Overall, you expect more good things to usually expect the best" by happen to you than bad "I always expect the best" Hope (Synder, Rand and Sigmon.,2002) At the present time, you are energetically Totally agreed, except pursuing your goals change “ You” by “I” There are a lot of ways around any problems that you are facing 10 You can think many ways to reach your current goals Resilience (Block & Kremen.,1996) 11 You quickly get over and recover from being Totally agreed, except startled change “ You” by “I” 12 You are generous with your colleagues 13 You get over your anger at someone reasonably quickly Survival needs (Sirgy et al.,2001) 14 Your job provides good health benefits 15 You are satisfied with what you are getting paid for your work 16 Your job does well for your family Totally agreed, except change “ You” by “I” Belonging needs (Sirgy et al.,2001) 17 You have good friends at work 18 You have enough time away from work to Totally agreed, except change “ You” by “I” 59 enjoy other things in life 19 You feel appreciated at work Knowledge needs (Sirgy et al.,2001) 20 You feel that your job allows you to realize Totally agreed, except your full potential change “ You” by “I” 21 Your job allows you to sharpen your professional skills 22 Your job helps you develop your creativity Job performance (Staples, Hulland & Higgins.,1999 and Rego & Cunha.,2008) 23 You believe you are an effective employee Totally agreed, except change “ You” by “I” 24 You are happy with the quality of your work output 25 Your manager believes you are an efficient worker 26 Your colleagues believe you are a very productive employee 60 Appendix C Questionnaire in English Dear participants, I am a member of Master of Business Class, a Master Program in English of University of Economics Ho Chi Minh City At the present, I have been doing a research to indentify some factors that impact on job performance of employees in banking industry Please kindly share your own thinking on the issues given in this questionnaire All your ideas will help for the success of my research I CONTENT OF THE QUESTIONNAIRE: Please express the degree of your agreement with statements given below (Indentify your rating by circling the number) Rating scale: Strongly disagree to Strongly agree Scale Your rating Self-efficacy I feel confident of analyzing a long-term problem to find a solution I feel confident of presenting my work area in meetings with senior management I feel confident of contacting people outside the company I feel confident of presenting information to a group of colleagues Optimism In uncertain times, I usually expect the best I always expect things go to my way 7 Overall, I expect more good things to happen to me than bad Hope 61 At the present time, I am energetically pursuing my goals There are a lot of ways around any problem that I am facing 10 I can think many ways to reach my current goals Resiliency 11 I quickly get over and recover from being startled 12 I am generous with my colleagues 13 I get over my anger at someone reasonably quickly Survival needs 14 My job provides good health benefits 15 I am satisfied with what I‟m getting paid for my work 16 My job does well for my family Belonging needs 17 I have good friends at work 18 I have enough time away from work to enjoy other things in life 19 I feel appreciated at work Knowledge needs 20 I feel that my job allows me to realize my full potential 21 My job allows me to sharpen my professional skills 22 My job helps me develop my creativity 62 Job performance 23 I believe I am an effective employee 24 I am happy with the quality of my work output 25 My manager believes I am an efficient worker 26 My colleagues believe I am a very productive employee II INDIVIDUAL INFORMATION: Please kindly provide some information about yourself and your career: 1/ At present, your job at your bank is  Teller  Credit officer (Individual credit officer and corporate credit officer)  Back officer  Others 2/ What kinds of the ownership of your bank?  State – owned Bank  Joint - Stock Commercial Bank  Joint – Venture Bank  Wholly foreign-owned Bank Foreign bank‟s Branch 3/ How old are you? 40 4/ How many years have you been at your banking job? 10 years 5/ Your net income per month: < millions VND  5- 11 millions VND  12 – 20 millions VND >20 millions VND 6/ Your gender:  Male  Female III Other contributions: Besides factors that given in my research, you have any ideas about other factors that affect to your job performance, please given in the blanks given below Thank you for your cooperation and contribution! 64 Appendix D Questionnaire in Vietnamese BẢNG KHẢO SÁT Xin chào anh/chị, sinh viên lớp MBUS Chương trình thạc sĩ đào tạo Tiếng anh Trường ĐH Kinh Tế TP.HCM Hiện nay, thực nghiên cứu nhân tố tác động đến kết cơng việc, từ nghiên cứu mối liên hệ kết công việc chất lượng sống nhân viên ngành Ngân hàng Rất mong anh/chị dành thời gian thực bảng khảo sát bên Tất ý kiến anh/chị có ý nghĩa với thành cơng nghiên cứu I PHẦN NỘI DUNG CHÍNH Xin anh/chị vui lịng cho biết mức độ đồng ý phát biểu với quy ước (Đánh dấu chéo vào anh/chị lựa chọn) Hồn tồn khơng đồng ý; Hơi không đồng ý; Không đồng ý; Trung hịa (khơng có ý kiến); Đồng ý; Hơi đồng ý; Hoàn toàn đồng ý Các tiêu đánh giá Mức độ đồng ý Sự tự tin lực thân Tôi cảm thấy tự tin việc phân tích vấn đề dài hạn để tìm hướng giải Tơi cảm thấy tự tin việc thuyết trình cơng việc họp với cấp Tôi cảm thấy tự tin việc giao lưu với người bên ngồi cơng ty Tơi cảm thấy tự tin việc truyền đạt thông tin cho nhóm bạn đồng nghiệp Sự lạc quan sống Tôi mong muốn điều tốt đẹp Tôi luôn mong muốn việc diễn theo cách mà Tôi mong muốn 65 Nói chung, Tơi mong muốn điều tốt đẹp xảy với Tôi điều không may Niềm hy vọng sống Hiện tại, Tôi hào hứng theo đuổi mục tiêu Tơi Tơi nghĩ có nhiều cách giải vấn đề khó khăn mà Tơi phải đối mặt 10 Tôi suy nghĩ nhiều hướng khác để chinh phục mục tiêu Tôi Khả phục hồi/cân sống 11 Tơi nhanh chóng vượt qua hồi phục từ cú sốc sống 12 Tơi ln rộng lượng/ hào phóng với đồng nghiệp Tôi 13 Tơi vượt qua giận với cách nhanh chóng Những nhu cầu thiết yếu sống 14 Công việc mang đến cho Tôi sức khỏe tốt 15 Tơi hài lịng với mức lương trả cho công việc Tôi 16 Công việc Tơi giúp ích cho sống gia đình Tôi Những nhu cầu tinh thần sống 17 Tơi có người bạn tốt nơi làm việc Tôi 18 Ngồi cơng việc, Tơi có đủ thời gian để hưởng thụ thứ khác sống 19 Tôi cảm thấy coi trọng nơi làm việc Tôi Những nhu cầu học hỏi sống 20 Tôi cảm thấy công việc Tôi giúp Tôi nhận 66 cách đầy đủ khả tiềm ẩn 21 Cơng việc cho phép Tơi đào sâu kỹ chuyên môn thân 22 Công việc giúp Tôi phát triển khả sáng tạo thân Kết công việc 23 Tôi tin Tôi nhân việc làm việc hiệu 24 Tơi cảm thấy hài lịng với chất lượng cơng việc 25 Cấp Tôi tin rẳng Tôi người nhân viên làm việc hiệu 26 Đồng nghiệp Tôi tin Tôi người nhân viên làm việc suất II THÔNG TIN CÁ NHÂN Xin anh/chị vui lòng cung cấp số thông tin chung cá nhân cách đánh dấu “” vào ô tương ứng: 1/ Công việc bạn bạn Ngân hàng:  Giao dịch viên  Nhân viên tín dụng (cán tín dụng cá nhân cán tín dụng doanh nghiệp)  Bộ phận hỗ trợ kinh doanh  Khác 2/ Loại hình ngân hàng bạn làm:  Nhà nước  Cổ phần  Liên doanh  100% vốn nước  Chi nhánh ngân hàng nước Việt Nam 67 3/ Độ tuổi bạn: 40 4/ Thâm niên bạn: < =1 năm  2- năm  6- 10 năm >10 năm 5/ Thu nhập bạn tháng:  < triệu đồng  - 11 triệu đồng  12 – 20 triệu đồng  >20 triệu đồng 6/ Giới tính:  Nam  Nữ III Các ý kiến đóng góp khác: Ngồi nội dung nêu bạn cho thêm số ý kiến đóng góp nhân tố tác động đến kết công việc là: 68 Appendix E Histogram, Normal Regression & Scatter plot of Dependent Variable: Job performance Figure E1 Histogram of Job performance Figure E2 Normal Plot of Job performance Figure E3 Scatter Plot of Job performance 69 Appendix F Control Variable Test Results Table F1 Summary of Coefficients when adding the gender and age as an independent variable Model (Constant) Self-efficacy Belonging needs Knowledge needs Survival needs Hope Optimism Resilience (Constant) Self-efficacy Belonging needs Knowledge needs Survival needs Hope Optimism Resilience Gender of Respondent (Constant) Self-efficacy Belonging needs Knowledge needs Survival needs Hope Optimism Resilience Age of Respondent Unstandardized Standardized Coefficients Coefficients Std B Error Beta 0.571 0.259 0.087 0.026 0.156 0.172 0.03 0.3 Collinearity Statistics t Sig 2.203 0.029 3.385 0.001 5.828 0.00 Tolerance 0.927 0.747 1.079 1.339 0.127 0.026 0.237 4.946 0.000 0.862 1.16 0.103 0.197 0.06 0.122 0.569 0.088 0.172 0.031 0.033 0.03 0.029 0.26 0.026 0.03 0.163 0.29 0.098 0.21 0.001 0.000 0.045 0.000 0.030 0.001 0.000 0.837 0.849 0.841 0.811 1.195 1.178 1.189 1.234 0.157 0.301 3.341 5.997 2.017 4.24 2.186 3.361 5.807 0.911 0.743 1.098 1.345 0.127 0.026 0.236 4.869 0.000 0.845 1.184 0.103 0.197 0.06 0.122 0.004 0.031 0.033 0.03 0.029 0.039 0.163 0.29 0.098 0.209 0.005 3.334 5.973 2.013 4.224 0.103 0.001 0.000 0.045 0.000 0.918 0.836 0.847 0.841 0.809 0.96 1.196 1.18 1.189 1.235 1.042 0.579 0.087 0.172 0.266 0.026 0.03 0.156 0.3 2.177 0.031 3.335 0.001 5.807 0.000 0.914 0.746 1.094 1.34 0.127 0.026 0.237 4.936 0.000 0.862 1.16 0.102 0.031 0.162 3.297 0.001 0.827 1.21 0.197 0.033 0.289 5.954 0.000 0.844 1.185 0.06 0.03 0.098 2.016 0.045 0.84 1.19 0.122 -0.006 0.029 0.042 0.209 -0.007 4.224 0.000 -0.148 0.883 0.81 0.953 1.235 1.049 VIF ... Unfortunately, the demand of banking employees is forecasted to be in the down –trend in the next few years According to the point of view of specialists in banking industry, many banks will cut off the employees. .. services of banks (See more information about Vietnamese Banking Industry in Appendix A) Among many industries, banking industry is one of the most industry has the fastest growth in the human resources...UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business NGUYEN THI NGOAN FACTORS AFFECTING JOB PERFORMANCE: AN INVESTIGATION OF EMPLOYEES IN THE VIETNAMESE BANKING INDUSTRY