Nghiên cứu ảnh hưởng của sự hài lòng công việc đến các hành vi tích cực của nhân viên trong công ty tại TP. Hồ Chí Minh

'IV ''. !\

TRUONG D�I HQC MO TP. HO CHI MINH

KHOA QUAN TRJ KINH DOANH

MAI THI HOI�G ANH

IVISSV: 1154010021

IIBOA LUAN rfOT NGHIEP

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Nganh: Quan Tri Kinh Doanh

Chuyen nganh: Quan Tri Nhan Sv

NgrrO'i hmrng dfin khoa hQc: TS. Nguyi!n Th� Khai

Thanh ph6 H6 Chi Minh, thang 05 nam 2015

LOI CAMON

B§.u tien tac gia xin gui lai cam an chan thanh nh§.t d�n Th§.y Nguy�n Th� Khai va

Co D6 Thi Thanh True da h�t long hu6ng d�n t�n tinh va d6ng hanh xuyen su6t

cung toi trong SU6t qua trinh th1,iC hi�n d� tai, bao dam d� tai d1.T9'C hoan thanh dung

ti�n d9.

Xin chan thanh cam an S\i h6 trg sau sat tu phia Lanh d�o khoa Quan Tri Kinh

Doanh - D�i h9c Ma Thanh Ph6 H6 Chi Minh va m9t s6 cong ty da t�o di�u ki�n

thu�n lgi cho toi hoan thanh d� tai nay.

Do S\i hfru h�n v� thai gian va ngu6n lvc cung S\i h�n ch� v� ki�n thuc, ky nang nen

kh6a lu�n t6t nghi�p nay se khong tranh dugc nhung thi�u s6t. R§.t mong nh�n dugc

S\i dong g6p y ki�n, chinh sua tu Quy Th§.y Co.

Xin tran tr9ng cam an!

TP.HCM ngay 02 thang 05 nam 2015

SINH VIEN THljC HI:¢N

MAI THJ HONG ANH

TRU'ONG BtI HOC MO TP. HCM

KHOA QUAN TRJ KINH DOANH

C(>NG HOA XA H(>I CHU NGHiA VItT NAM

D<)c l�p - T\f do - m.rnh pink

... :�i ...

NHAN XET KHOA LUAN TOT NGHIEP

. . .

Tp. H6 Chi Minh, ngayv. thang 05 nam 2015

Giang vien hmrng dfin

TS. Nguy€n Th� Khai

MUCLUC

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' ? LOI CAM ON ••••o••••••o•••························••o•·······························(l················••o••·········· i

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NH�N XET IiliOA LU�N TOT NGI-II'P .... oo .. ooeo .. oeuoe ........... 00 ......................... ii

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DANII MVC HINH VA BIEU DO ........................ ,.oo••·················••••e••·················· vii

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DANII MVC BA�JG ................. ,o,eooooooo,0101001000000010000100,000000001000000000000010100000000000,00001,o viii

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DANH MVC CAC TU VIET TAT .................................................................... ., .... ix

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CHUONG MO DAU ...... ., ............... , .......................... ., .. 0,,, •• ., •••••••••••••••••••••••••••••••••••• 1

� .. .. ' CHUONG l, TONG QUAN VE DE TAI•,0••••••••11•••••••••••••001a,,,,,,q11e•••••••••••••••••••••••3

1.1 M1,1c tieu nghieu CU'U .................................................................................... 3

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A:

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, vOI U'Qilg, p , ID VI ug ICU C U ................................................................. . 3

1.3 Plnrong phap nghien CU'U ............................................................................ 3

1.4 Y nghia thvc ti�n cua nghien crru ............................................................... 3

1.5 K�t cfiu nghien CU'U ...................................................................................... 4

CHUONG 2. CO SO LY THUYET VA MO HINH NGHIEN CUU ................ 5

2.1 Ly thuy�t trao d6i xa hQi (Social Exchange Theory - SET) ....................... 5

2.2 Ly thuy�t v� sv hai long cong vi�c (Job Satisfaction) ................................. 6

2.3 Ly thuy�t vs hanh vi tich C\}'C cua nhan vien ............................................... 9

2.4 Mfii lien h� gifra St]' hai long ding vi�c va die hanh vi tich C\fC ciia

nhan vien .................................................................................................................. 12

2.5 JV!o hinh nghien CU'U ..................................................................................... 18

CHUONG 3. PHUONG PHA..P NGHIEN CUU ............................................ ,. .... 19

3.1 Quy trinh nghien crru .................................................................................. 19

3.1.1 Nghien cu:u SO' b{j .................................................................................... 19

3.1.2 Nghien CU'll chinh tlu't'C ........................................................................ 22

3.2 Xay dvng thang do ....................................................................................... 22

3.2.1 Thang tlo Slf Juli long cong vifc (Job Satisfaction) ................................ 23

3.2.2 Thang tlo himh vi /en ti€ng (Voice Behavior) ........................................ 23

3.2.3 Thang tlo hlmh vi co tnich 11/tifm (Taking Charge Belwvim1 ............. 24

3.2.4 Thang tlo ltlmh vi h6 tr(/ ( Helping Belwvim1 ....................................... 24

3.2.5 Thang tlo hanlt vi tich ql'c trong cong vifc ( Positive Work Beltavior).25

3.3 Ph1ro·ng phap chQn mftu va xfr Ii sfi li�u ..................................................... 25

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3.3.1 Pltu·o·ng pluip clu1n 1niiu .......................................................................... 25

3.3.2 Pltu·<fng pluip ltiy ntiiu ............................................................................. 25

3.3.3 Phu·<fng pluip xit· ly s6 li?u ...................................................................... 26

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Cl1u,o·ng 4: KET QUA NGHIEN CTJU .............. ,,,e,,, ••••••••••••••••••••••••••••• (J •••••••••• , •• o,29

4.1 Th6ng ke lTI�U nghien CllU .............................................................................. 29

4.1.1 Lam sgch va ma h6a mcfu .......................................................................... 29

4.1.2 Tlu5ng ke 1116 ta thong tin afnh danh .......................................................... 30

4.1.3 Th6ng ke mo ta bi§n quan scit .................................................................. 31

4.2 Ki�m dinh d9 tin c�y va d9 phu hqp cua thang do ......................................... 33

4.2.1 KiJm afnh tl{J tin cqy bang Cronbach 's Alpha ......................................... 33

4.2.2 Phan tfch nhan t6 EFA ............................................................................. 34

4.3 Phan tich h6i qui ................................. .......................................................... 37

4. 3.1 Phan tfch tuang quan giira biin tl{Jc lqp va ccic biin pint thu{Jc .......... 3 7

4.3.2 Phuong trinh h6i qui cita SI! hai long cong vifc va ccic hanh vi tich

C(l'C .............................................................................................................. 38

• ) , • ? • ? ,'I. ' ) • • 4.3.3 Kzem tra cac gza a1nh cua mo lunh hoz quz ......................................... .40

4.4 Ki�m djnh S\l' b5ng nhau cua gia trj trung binh t6ng the con ......................... 44

4. 4.1 Kidm tljnh gia thuyit vJ trj trung binh cita hai t6ng thd - trzrang h(Yp

mau tl{Jc lqp (Independent samples T-Test) ........................................................ 44

4.4.2 Kidm tlfnh One - way Anova ................................................................... .45

4.5 Thao lu�n k�t qua ........................................................................................... 51

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ChtfO'll{! C, 5: KET LUAN VA KIEN NGHI ............. ,,,010•••••••••••••••0••·················· ........ 53

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5.1 I(�t lu�n .......................................................................................................... 53

5.2 I(iJn nghj ........................................................................................................ 54

5.2 Bong g6p chinh cua nghien c(m .................................................................... 56

5.3 H�n ch6 cua nghien c(m va dS xu�t hu6'ng nghien cuu ti�p theo .................. 57

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PI-IV LVC 1. BANG CAU HOI BAN DAU ··········••••o••••••••••••o••••••••o•••¢to•••············x

PHV Ll)C 2. BANG CAU HOI CHINH THUC ................... ,.. ............................. xiii

PHV Ll)C 3: KET QUA PHAN TiCH HOI QUI. ............................................... xvi

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TAI LI)J:U TI-IAM I(HAO ................ ,,,, ....................... ,o,, ••••••••••••••••••••••••••••••••••••••••• xxxv

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TOM TAT DE TAI

D� tai « Nghien cuu linh lurifng ciia Slf ltai long ding vifc c1€n cac hlmh vi tich

ClfC CUa llhfin Vien trong cfjng ty » dm;rc thvc hi�n nh�m Xl:1C djnh, phan tich cac

hanh vi tich eve se dm;rc thvc hi�n khi nhan vien hai long v&i cong vi�c cua h9 va

1m'.rc d9 tac d9ng cua sv hai long cong vi�c dSn tung hanh vi ra sao. Nghien CU'U

khao sat d6i tuqng la nhan vien van phong dang lam vi�c tren dja ban Thanh ph6

H6 Chi Minh. Tu d6 d� xu§t kiSn nghi g6p ph�n gi(1p doanh nghi�p nang cao sv

hai long cong vi�c cho nhan vien van phong, tu d6 thuc d�y cac hanh vi tich eve,

tang hi�u qua chung cho t6 chuc.

Nghien cuu duqc thvc hi�n qua hai giai do.;in: nghien cuu sa b9 va nghien cuu

chinh thuc. Nghien CUU SCY b9 duqc th\{c hi�n thong quaky thu?t SU' d1,mg bang

hoi c6 c§u true phong v§n dap vien. Ky thu?t duqc su d1,1ng trong nghien cuu nay

nh�m thu th?p cac v§n d� lien quan dSn d� tai nghien cuu, la can cu quan tr9ng

dS hi�u chinh bang hoi va thang do. Nghien CU'U chinh thuc duqc thvc hi�n b�ng

phuong phap dinh luqng: phong v§n cac nhan vien van phong dang lam vi�c t.;ii

cac cong ty tren dia ban nghien cuu b�ng phuang phap ch9n mfiu thu?n tit�n v&i

kich thu&e mliu hqp 1� la 215, du li�u thu th?P duqc ti�n hanh phan tich th6ng ke

mo ta va phan tich h6i quy tuysn tinh.

Nghien euu da g6p ph�n gi&i thi�u, k�t hqp do lm'mg, phan tich va ki�m dinh cac

nhan t6 ma S\f hai long cong vi�c tac demg d€n vao diSu ki�n cac cong ty tren dia

ban thanh ph6 Hf> Chi Minh.

Nghien c(m cung da kiSm dinh duqc anh huang c6 y nghfa th6ng ke va anh

huang cung chi€u cua S\l' hai long cong vi�c d�n 4 nhan t6: (1) hanh vi len tiSng,

(2) hanh vi c6 traeh nhi�m, (3) hanh vi h6 trq, (4) hanh vi tich eve trong cong

vi�c.

Nghien CU'U cung chi ra S\f khac bi�t vS muc d9 hai long cong vi�c va muc d9

th1.rc hi�n hanh vi tich eve giua cac nh6m tu6i, thu nh?p, tinh tr.;ing hon nhan, vi

tri cong vi�c.

V

vs m�t th\rC tiSn, nghien cuu da th\l'C hi�n do hrcmg va so sanh muc d9 anh

hu6'ng cua cua S\Y hai long cong vi�c dSn cac hanh vi tfch C\YC, Dva tren kSt qua

nghien cuu va nghien cuu da c6 nhfrng d6 xufit, g6p ph�n giup doanh nghi�p

nang cao S\f hai long cong vi�c cho nhan vien, tu d6 th(1c dAy cac hanh vi tich C\YC

cua nhan vien, dem l�i hi�u qua t6i uu cho t6 chuc.

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DANH MUC Ifll'JH VA BIEU BO

.

Hinh 2.1 M6 hinh nghien cuu d6 xu§t .................................................................. 18

Hinh 3 .1 Quy trinh nghien cuu ............................................................................. 19

Hinh 4.1 Bi8u d6 th6ng ke vi tri c6ng tac ............................................................. 31

Hinh 4.2 Bi8u d6 th6ng ke thu nh�p ..................................................................... 31

Hinh 4.3 Bi�u d6 muc d(> danh gia cac nhan t6 .................................................... 32

Hinh 4.4 Bi6u d6 d9 l9ch clmfin cac nhan t6 ........................................................ 33

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DANH MUC BANG

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Bang 4.1 Th6ng ke mo ta m�u khao sat.. .............................................................. 31

Bang 4.2 Th6ng ke mo ta cac nhan t6 ................................................................... 32

Bang 4.3 K�t qua th5ng ke ki€m dinh d9 tin c�y Cronbach's Alpha ................... 34

Bang 4.4 K�t qua ki€m dinh KMO va Barlett's Test ........................................... 35

Bang 4.5 K�t qua phan tich nhan t6 sau khi xoay ................................................ 36

Bang 4.6 KSt qua chi;ly tuang quan gifra biSn d9c l�p va cac biSn ph1,1 thu9c ...... 37

Bang 4.7 K�t qua h6i qui cua S\f hai long cong vi�c va hanh vi len tiSng ............ 38

Bang 4.8 K�t qua h6i qui cua S\t hai long cong vi�c va hanh vi c6 trach nhi�m: .. 39

Bang 4.9 K�t qua h6i qui Clla S\f hai long cong vi�c va hanh vi h6 tnJ ................. 39

Bang 4.1 O KSt qua h6i qui cua S\f hai long cong vi�c va hanh vi tich C\fC trong

� ·�

cong vive .............................................................................................................. . 40

Bang 4.11 Bi€u d6 phan tan phfin du va gia tri dv doan ...................................... .41

Bang 4.12 D6 thi Histogra1n ................................................................................. 42

Bang 4.13 K�t lu�n v€ gia thuyJt nghien cuu ....................................................... 44

Bang 4.14 KSt qua ki€m dinh sv b�ng nhau ci'.m t6ng th� gi6'i tinh ....................... 45

Bang 4.15 K.Jt qua ki€m dinh S\f khac bi�t cua t6ng th€ theo d9 tu6i ................. .46

Bang 4.16 KSt qua ki€m dinh S\f khac bi�t cua t6ng th� theo d9 tu6i ................. .47

Bang 4.17 KSt qua kiSm dinh S\f khac bi�t Clla t6ng th� theo thu nh�p ............... .48

Bang 4.18 K€t qua kiSm dinh S\f khac bi�t cua t6ng th� theo tinh tn,mg hon nhan

............................................................................................................................... 49

Bang 4.19 KSt qua ki6m dinh S\f khac bi�t cua t6ng thS theo vi tri cong vi�c ..... 50

Bang 4.20 Th5ng ke mo ta thang do S\f hai long cong vi�c .................................. 51

Bang 4.21 Th5ng ke mo ta bi�n quan sat JS5 ....................................................... 52

viii