Luận văn thạc sĩ UEH factors influencing quality of working life, a study of front line employees in

UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

________________

Le Thi Hanh An

FACTORS INFLUENCING QUALITY OF

WORKING LIFE: A STUDY OF FRONT-LINE

EMPLOYEES IN THE VIETNAMESE

AVIATION SERVICES

ID: 22130001

MASTER OF BUSINESS (Honors)

SUPERVISOR: DR. NGUYEN THI MAI TRANG

Ho Chi Minh City, Year 2015

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ACKNOWLEDGEMENT

Firstly, I would like to express my gratefulness to my supervisor Dr. Nguyen Thi Mai Trang

for her professional guidance, intensive support, valuable suggestions, instructions and

encouragement during the time of doing my research.

I would like to express my deepest gratitude to ISB Professors Committee for their valuable

time as the members of the proposal examination committee. Their comments and

meaningful suggestions were contributed significantly 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 master

course.

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Abstract

Purpose – This research aims to explore factors influencing on quality of working life of

front - line staffs in Vietnamese aviation services.

Methodology/Sample – A total of 280 questionnaires were distributed out at many airports in

Vietnam. As the method are directly interviewing combining with online surveying,

respondents including the front-line staffs at those airports such as check in staffs, security

staffs, boarding staffs, hence, data collecting also was primary sources. The hypothesized

relationships were tested using structure modeling.

Findings – This study found that perceived of organization supports, emotion exhaustion,

extra-role services and servicesescape affecting on quality of working life of those

employees. Based on the thesis findings, several implications have been provided.

Key words – Quality of working life, perceived of organizational supports, extra role

services, emotional exhaustion, intrinsic motivation, Vietnamese aviation sector, Vietnamese

airports.

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Contents

ACKNOWLEDGEMENT....................................................................................................................................1

Abstract................................................................................................................................................................. 2

List of Figures.......................................................................................................................................................5

List of Tables........................................................................................................................................................6

List of Abbreviations............................................................................................................................................7

Chapter 1. Introduction...................................................................................................................................1

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

1.2. Statement of the problem......................................................................................................................3

1.3. Research objectives...............................................................................................................................5

1.4. Research scope......................................................................................................................................6

1.5. Research significance ...........................................................................................................................7

1.6. Structure of the study............................................................................................................................7

Chapter 2. Literature review...........................................................................................................................9

2.1. Quality of working life (QWL).............................................................................................................9

2.2. Perceived organizational support (POS).............................................................................................12

2.3. Emotional exhaustion (EE).................................................................................................................14

2.4. Extra-role customer service (ECS) .....................................................................................................15

2.5. Servicescape (SE) ...............................................................................................................................17

2.6. Intrinsic motivation (IM) ....................................................................................................................18

2.7. Model and hypotheses ........................................................................................................................22

2.7.1. Research model...........................................................................................................................22

2.7.2. Hypotheses..................................................................................................................................22

Chapter 3. Research Methodology ...............................................................................................................24

3.1. The research design ............................................................................................................................24

3.1.1. Qualitative research ....................................................................................................................24

3.1.2. Main survey method ...................................................................................................................25

3.1.3. Research procedure.....................................................................................................................25

3.2. Measurement scale building ...............................................................................................................26

3.3. The main survey..................................................................................................................................27

3.3.1. Objects of main survey ...............................................................................................................27

3.3.2. Sample size .................................................................................................................................27

3.3.3. Research sample description.......................................................................................................28

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Chapter 4. Data analysis and results.............................................................................................................31

4.1. Reliability analysis..............................................................................................................................31

4.2. Confirmatory factor analysis...............................................................................................................34

4.2.1. Perceived organizational supports (POS) ...................................................................................35

4.2.2. Intrinsic motivation.....................................................................................................................36

4.2.3. Emotional exhaustion .................................................................................................................37

4.2.4. Extra role customer services.......................................................................................................38

4.2.5. Servicescape................................................................................................................................39

4.2.6. Quality of working life (QWL)...................................................................................................40

4.3. The discriminant validity among the six constructs............................................................................41

4.4. Model evaluation ................................................................................................................................42

4.5. Hypotheses evaluation ........................................................................................................................45

4.6. Research findings................................................................................................................................47

Chapter 5. Conclusion ..................................................................................................................................49

5.1. The main results and research contributions.......................................................................................49

5.1.1. Measurement model....................................................................................................................50

5.1.2. Managerial implications..............................................................................................................51

5.2. Limitations and future research ..........................................................................................................54

References........................................................................................................................................................... 56

Appendix 1. Source of measurement scales .......................................................................................................62

Appendix 2: Guidelines for In-Depth Interview.................................................................................................65

Appendix 3. English questionnaire.....................................................................................................................71

Appendix 4: Questionnaire (Vietnamese Version).............................................................................................74

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List of Figures

Figure 2.1 The conceptual model ............................................................................................ 22

Figure 3.1 Research procedure ................................................................................................ 25

Figure 4.1 CFA model of Perceived organizational supports ................................................. 35

Figure 4.2 CFA model of intrinsic motivation ........................................................................ 36

Figure 4.3 CFA model of Emotional exhaustion..................................................................... 37

Figure 4.4 CFA model of extra-role customer services........................................................... 38

Figure 4.5 CFA model of servicescape ................................................................................... 39

Figure 4.6 CFA model of Quality of working life................................................................... 40

Figure 4.7 SEM of research model ......................................................................................... 44

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List of Tables

Table 3.1 Sources of data collection........................................................................................ 28

Table 3.2 Description of sample.............................................................................................. 29

Table 4.1 Reliable test result ................................................................................................... 32

Table 4.2 Confirmatory factor analysis results of POS........................................................... 35

Table 4.3 Confirmatory factor analysis results of IM ............................................................. 36

Table 4.4 Confirmatory factor analysis results of EE ............................................................. 37

Table 4.5 Confirmatory factor analysis results of ECS........................................................... 38

Table 4.6 Confirmatory factor analysis results of SE.............................................................. 39

Table 4.7 Confirmatory factor analysis results of SE.............................................................. 41

Table 4.8 Discriminant validity test result............................................................................... 41

Table 4.9 Results of measurement scale evaluating................................................................ 42

Table 4.10 Fitness of conceptualized model ........................................................................... 43

Table 4.11 Final results of relationship checking of model’s constructs................................ 45

Table 5.1 Managerial implication: How can the manager assess quality of working life of

their front-line staffs? .............................................................................................................. 51

Table 5.2 Managerial implication: How can the manager reduce the emotional exhaustion as

well as increase the extra-role customer services of their front-line staffs?............................ 52

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List of Abbreviations

Abbreviations Meanings

1. CFA Confirmatory factor anlysis

2. ECS Extra role services

3. EE Emotinal exhaustion

4. GDP Gross National Product

5. IM Intrinsic motivation

6. POS Perceived of organizational supports

7. QWL Quality of working life

8. SE Servicescape

9. SEM Structure equation modeling

10. VGP Vietnam Government Newspaper

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