Luận văn thạc sĩ UEH factors affecting job stress and job satisfaction, an empirical study of

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UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

------------------------------

Truong Thi Chi Thanh

FACTORS AFFECTING

JOB STRESS AND

JOB SATISFACTION:

AN EMPIRICAL STUDY OF

BANKING INDUSTRY IN

HO CHI MINH CITY

MASTER OF BUSINESS (Honors)

Ho Chi Minh City – Year 2015

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UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

------------------------------

Truong Thi Chi Thanh

FACTORS AFFECTING

JOB STRESS AND

JOB SATISFACTION:

AN EMPIRICAL STUDY OF

BANKING INDUSTRY IN

HO CHI MINH CITY

ID: 22130070

MASTER OF BUSINESS (Honors)

SUPERVISOR: Dr. Nguyen Thi Nguyet Que

Ho Chi Minh City – Year 2015

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Acknowledgement

I wish to express my sincere gratitude deeply to my advisor, Dr. Nguyen Thi Nguyet

Que. To have completed this thesis, beside my effort, her devoted tutorial has the important

implication. She always helps me to solve trouble, support carefully in order to finish my thesis

in the best way. I always respect and remember these things.

I would like to send my thanks sincerely for Prof. Nguyen Dinh Tho and Dr. Nguyen

Thi Mai Trang because of their value feedbacks from my proposal to draft thesis. It is a

deficiency if I will not remember other teachers teaching me two years ago in ISB. They gave

me knowledge and understanding to have enough ability to perform my thesis and great

foundation to improve my career.

This research was contributed significantly by my friends and my colleagues in the pilot

study and main survey of this study. They also help me when I have difficult in conducting this

thesis. I would like to send my deep thank to them.

I would like to thank my family. I must express my gratitude to my farther and my

mother for their significant moral support during the time when I have conducted this thesis.

Last of all, my sincere thanks are also sent to the staff of ISB supporting me to have the

convenience in last time.

Ho Chi Minh City, December 14th, 2015

Truong Thi Chi Thanh

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Abstract

In the development of a country's economy, banking industry plays an important role; it is

the circulatory system of the entire national economy. Vietnam is a developing country in deep

and broad integrating period. Restructuring is the method to strength banking system, increase

the ability to competitive highly and meet the integrating require combining with the

development of country. Therein, human resource management is complex work; the difficulty is

interesting in carefully the harmony of job stress and job satisfaction. Perceiving this issue, some

previous researches in Vietnam mentioned about it. However, they are limitations in the number

of determinants affecting job stress and job satisfaction. While in other developing and developed

countries, new variables were explored and studied meticulously. According to these basic

things, this study aims to explore the effects of role conflict, workload, social support, and role

ambiguity on job stress and job satisfaction. Moreover, it also investigates the relationship

between job stress and job satisfaction in banking industry in Ho Chi Minh City. A sample of

250 fulltime bankers in first line in Ho Chi Minh City was surveyed through questionnaire with

five-point Likert scale to test hypotheses. Multiple regression analysis was suitable to analyze the

data. The results found that in Vietnamese banks, workload and role ambiguity had positive

effects on job stress; social support had the negative effect on job stress. They were significant

relationships. Besides that, this study concluded role conflict, role ambiguity, job stress impacted

job satisfaction negatively and significantly. There was a significant positive relationship

between social support and job satisfaction. Role ambiguity contributed the most influencing on

explaining the determinants of job stress and social support had the most impact on job

satisfaction. However, this study did not find the significant relationships between role conflict

and job stress, between workload and job satisfaction. The achieved findings recommend

essential consultants to improve job satisfaction and reduce job stress in developing human

resource management of Vietnamese banks. However, this research also could not avoid from

some limitations, they are groundwork for further research.

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Key words: role conflict, workload, social support, role ambiguity, job stress, job

satisfaction.

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Table of Contents

Acknowledgement....................................................................................................................... iii

Abstract.........................................................................................................................................iv

Table of Contents .........................................................................................................................vi

Abbreviations ...............................................................................................................................ix

List of Tables.................................................................................................................................x

List of Figures ..............................................................................................................................xi

List of Appendices.......................................................................................................................xii

CHAPTER ONE: INTRODUCTION ...........................................................................................1

1.1 Research background .......................................................................................................1

1.2 Problem statement............................................................................................................2

1.3 Research objectives and research questions.....................................................................5

1.3.1 Research objectives.................................................................................................5

1.3.2 Research questions ..................................................................................................5

1.4 Research scope .................................................................................................................5

1.5 Research significance.......................................................................................................5

1.6 Thesis structure ................................................................................................................6

CHAPTER TWO: LITERATURE REVIEW ...............................................................................7

2.1 Theoretical background....................................................................................................7

2.1.1 Job satisfaction ..........................................................................................................7

2.1.2 Job stress..................................................................................................................10

2.1.3 Determinants of job satisfaction and job stress.......................................................12

2.1.4 Model of Sultan, Tarid, and Rali (2014).............................................................12

2.1.5 Model of Lam (2014) ............................................................................................13

2.2 Development of hypotheses and conceptual model.......................................................15

2.2.1 Role conflict and its effect on job stress/job satisfaction ......................................15

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2.2.2 Workload and its effect on job stress/job satisfaction...........................................16

2.2.3 Social support and its effect on job stress/job satisfaction....................................17

2.2.4 Role ambiguity and its effect on job stress/job satisfaction ..................................18

2.2.5 Job stress and job satisfaction ...............................................................................20

2.3 Research model ..............................................................................................................20

2.4 Chapter summary............................................................................................................21

CHAPTER THREE: RESEARCH METHODOLOGY..............................................................22

3.1 Research design..............................................................................................................22

3.2 Development of questionnaire .......................................................................................23

3.2.1 Measurement scales...............................................................................................23

3.2.2. Draft questionnaire ................................................................................................26

3.3 Data collection method ..................................................................................................27

3.3.1 Pilot study..............................................................................................................27

3.3.2 Main survey. ..........................................................................................................28

3.3.2.1 Sample size ...........................................................……………………….28

3.3.2.2 Sampling method ......................................................................................29

3.4 Data analysis techniques................................................................................................29

3.5 Chapter summary ...........................................................................................................31

CHAPTER FOUR: DATA ANALYSIS AND RESULTS.........................................................32

4.1 Descriptive analysis .......................................................................................................32

4.1.1 Gender ...................................................................................................................34

4.1.2 Education...............................................................................................................34

4.1.3 Age ........................................................................................................................34

4.1.4 Salary.....................................................................................................................35

4.2 Assessment and refinement of measurement scales ......................................................35

4.2.1 The reliability test..................................................................................................37

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4.2.2 EFA........................................................................................................................37

4.3 Multiple regression.........................................................................................................39

4.3.1 Model 1 - Multiple Regression Analysis with all independent variables and job

stress ...............................................................................................................................39

4.3.2 Model 2 - Multiple Regression Analysis with all independent variables and job

satisfaction........................................................................................................................42

4.4 Discussion of the results.................................................................................................45

4.5 Chapter summary ...........................................................................................................48

CHAPTER FIVE: CONCLUSIONS...........................................................................................49

5.1 Conclusions....................................................................................................................49

5.2 Contribution of research.................................................................................................50

5.2.1 Theory contribution...............................................................................................50

5.2.2 Managerial implications........................................................................................51

5.3 Limitations and further research ....................................................................................53

References...................................................................................................................................55

Appendices..................................................................................................................................67

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Abbreviations

ESCAP The United Nations Economic and Social Commission for Asia and the Pacific

ACB Asia Commercial Joint Stock Bank

Vietcombank Joint Stock Commercial Bank for Foreign Trade of Vietnam

Sacombank Saigon Thuong Tin Commercial Joint Stock Bank

BIDV Joint Stock Commercial Bank for Investment and Development of Vietnam

Agribank Vietnam Bank for Agriculture and Rural Development

SPSS Statistical Package for Social Science

EFA Exploratory Factor Analysis

KMO Kaiser-Meyer-Olkin

ANOVA Analysis of Variance

KPI Key performance indicator

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List of Tables

Table 2.1 Herzberg’s theory........................................................................................................10

Table 3.1 Measurement scales ....................................................................................................24

Table 3.2 Findings of qualitative research ..................................................................................28

Table 4.1 Distribution of respondents based on demographic characteristics............................33

Table 4.2 Cronbach’s Alpha of factor.........................................................................................37

Table 4.3 KMO and Bartlett's Test .............................................................................................38

Table 4.4 Total Variance Explained............................................................................................38

Table 4.5 Correlations.................................................................................................................40

Table 4.6 Model Summaryb

........................................................................................................40

Table 4.7 ANOVAb

.....................................................................................................................40

Table 4.8 Coefficientsa

................................................................................................................41

Table 4.9 Correlations.................................................................................................................42

Table 4.10 Model Summaryb

......................................................................................................42

Table 4.11 ANOVAb

..................................................................................................................43

Table 4.12 Coefficientsa

..............................................................................................................43

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