Tài liệu The factors that affect organizational citizenship behaviors at the viet nam international commercial joint stock bank

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 .................................................................................................................... 1 ACKNOWLEDGEMENT ............................................................................................. 2 LIST OF TABLES ......................................................................................................... 3 LIST OF CONFIGURES .............................................................................................. 4 ABBREVIATION .......................................................................................................... 4 CHAPTER I: INTRODUCTION ................................................................................. 5 PART A – RESEARCH INTRODUCTION ................................................................ 5 1.1 Research Problem Statement: ................................................................................ 5 1.2 Significance of Research........................................................................................ 6 1.3 Scope of the Research ............................................................................................ 7 1.4 Purpose of the Research ......................................................................................... 7 1.5 Research Methodology .......................................................................................... 7 1.5.1. Primary data ........................................................................................................... 7 1.5.2 Secondary data ........................................................................................................ 8 1.6 The Structure of the Research ................................................................................ 8 PART B – OVER VIEW OF THE VIB ........................................................................... 9 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 1 - 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 1 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 2 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 3 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 4 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 5 Business Research Methods DR. NGUYEN THE KHAI However, until now most of local commercial banks in Vietnam do not take into account the importance of OCB. The evidences are that there are very rare of researches and journals about the relationship between OCB and customer satisfaction and long term development of the company especially of the bank. Furthermore, with the increasing shortage of talented workers, labor turnover in Vietnamese banking services has now become a major issue. According to Dutta et al (2007), the turnover rate in banking service is significantly high, 20%-30% professionals. Therefore, the research lays its focus on the topic “The factors affecting the Organizational Citizenship Behavior 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 International Commercial Joint Stock Bank (VIB) is one of them with staff increasing from the other banks and even from former employees have left the VIB also returned. With the strategy of sustained growth and enhanced safety, VIB is also the only bank to be held credit ratings international Moody's upgrades, becoming 1 of 2 bank index financial strength highest of 9 major banks in Vietnam is Moody's assessment of the past year. This is also one of the first 10 bank was chosen by The State Bank of Vietnam to pilot Basel II standards in bank management. The researcher make a question: ―What make the bank is better?‖ and in the answer of the researcher, one of the factors is the increasing of employees’ Organizational Citizenship Behavior. 1.2 Significance of Research This research is conducted with the aim to have an understanding of the factors influencing Organizational Citizenship Behaviors at VIB. The result of the Research will give the data for the Board of Director and Human Resources Department make decision to let VIB employees more effective. VU DUC THINH – MBAOUM K14C 6 Business Research Methods DR. NGUYEN THE KHAI 1.3 Scope of the Research Due to knowledge and time limitations this dissertation can only focus on the employees’ Organizational Citizenship Behaviors in VIB. 1.4 Purpose of the Research The purpose of this Research is to examine the relationships between Organizational Citizenship Behaviors with Job satisfaction relative to expectations, Organizational commitment, Job demands and Decision latitude and Person Organization fit of employees of VIB. The research will answer these questions: 1. What are the relevant theories of Organizational Citizenship Behaviors in working environment? 2. What is the current status of employees’ satisfaction in VIB? 3. What are the recommendations to improve the employees’ Organizational Citizenship Behaviors in VIB? 1.5 Research Methodology The research has conducted qualitative and quantitative approaches on both of primary and secondary data. 1.5.1. Primary data The primary data used in the research is a questionnaires survey. The questionnaires is provided to the author’s colleagues who currently work at VIB. The author believed the reliable of answer is sufficient due to the following reasons:  Each question was designed to focus on single issues. The question format is clear and simple; VU DUC THINH – MBAOUM K14C 7 Business Research Methods DR. NGUYEN THE KHAI  The sample size is 380 employees in different departments in VIB to make sure the answer of each candidate are not affected by others.  Before performing the survey, the author designed cross-check questions with a group of voluntary people to make sure the questionnaires are very clear to understand. Once the data is collected, there are several techniques can be applied to analyze the data. The most common technique is descriptive data analysis such as charts, tables and mean value. The author also applies the inferential data analysis that uses information obtained from a small group to make judgment about larger group. In the research, the sample interview may not reflect the sense of VIB bank system. By conducting judgment-based approach such as the real situation of human resource management, the author can assess the relationship between the sample answer and the whole system. 1.5.2 Secondary data The secondary data is documents related to Organizational Citizenship Behaviors in banking industry and other published materials that are taken from Internet such as websites, e-books and other in libraries or newspapers. All these sources are authentic and will be listed out in the reference section. 1.6 The Structure of the Research The research contains five chapters as described below: Chapter I - Introduction This chapter explains the reason of choosing the title, and briefly explains the problem and objectives of the research. The scope and data collection methods of the research are also presented in this part. VU DUC THINH – MBAOUM K14C 8 Business Research Methods DR. NGUYEN THE KHAI Chapter II - Literature reviews and Hypothesis This chapter presents the relevant concepts used as foundation for analysis, suggestions and solutions in this research. It includes the relationship of Organizational Citizenship Behaviors and Job satisfaction relative to expectations, Organizational commitment, Job demands and Decision latitude and Person Organization fit. From that, the author give the hypothesis. Chapter III - Research methodology This chapter is set to provide the research model, the methodology used and how the author processes the data received from survey. Chapter IV - Research analysis and results This part defines and analyzes the table of questionnaires achieved from survey with employees at VIB. Chapter V: Discussion and conclusions This part recommends the most suitable solutions and conclusion conducted from analyses from previous chapters. PART B – OVER VIEW OF THE VIB Vietnam International Commercial Joint Stock Bank, abbreviated Vietnam International Bank (VIB), was founded on 18th September 1996. After 19 years of operation, VIB has become one of the leading commercial joint stock banks in Vietnam, with total assets of nearly VND 80,000 billion. The bank’s charter capital is now VND 4,250 billion while its shareholders’ equity is nearly VND 8,200 billion. Currently, VIB has approximate 4,000 people working at nearly 160 branches and transaction offices in 27 key provinces/ cities across the country. VU DUC THINH – MBAOUM K14C 9 Business Research Methods DR. NGUYEN THE KHAI 2010 marked a significant development milestone of VIB by a strategic partnership with the Commonwealth Bank of Australia (CBA) – the Number One retail bank in Australia and the world’s leading bank with over 100 years of experience. This strategic partnership facilitates VIB’s improvement in capital, technology, and risk management… in order to successfully implement the long-term plans in the bank’s business strategy and especially to improve the customer service quality in line with international standards. Being one of the pioneers in reforming business activities, VIB always takes its customers as the focus and its service quality and innovative solutions as the business motto, with the determination ―to be the most innovative and customercentric bank of Vietnam‖. Since its foundation, one of the missions defined by the bank’s leaders is to be ―excellent in providing innovative solutions to satisfy customers’ maximum needs‖. Therefore, VIB has been enhancing its efficiency in the use of capital and management capacity and continuing to focus on the development of retail banking networks and new products through diversifying distribution channels in order to provide financial solution packages to focused customer groups, and simultaneously improving the service quality to increasingly better serve customers. Product and Brand Name  Product: The principal activities of the Bank are to mobilise and receive short, medium and long-term deposit funds from organizations and individuals; to lend on a short, medium and long-term basis up to the nature and ability of the Bank’s capital resources; to conduct settlement and cash services and other banking services as approved by the SBV; to conduct investments in associates, joint-ventures and other companies; investments in bonds and deal in foreign exchange in accordance with applicable regulations. VU DUC THINH – MBAOUM K14C 10 Business Research Methods DR. NGUYEN THE KHAI  Brand name: Brand positioning statement VIB is one of Vietnam’s top joint stock commercial banks that always put its customers’ needs first. Professional staff build lasting relationships by listening to customers and working with them in a thoughtful, open and collaborative manner. Our deep understanding of local, needs, global perspective and commitment to simplifying the banking experience enable us to help our customers plan their future, achieve their dreams and focus on the more important things in life. VIB’s logo Our logo is formed by 3 letter V’s representing the connections, resources and relationships we offer our customers and partners. In the center of the three V’s, there is a heart image indicating that customers are always in the heart of VIB. Emotionally, the three V’s forms a human shape with welcoming arms, symbolizing the human spirit, and expressing the concept "Human Connection" in VIB’s brand. The word ―VIB‖ is designed with a curved, slender shape, and the stylized ―V represents a smile to welcome our customers. The blue and three shades of warm, energetic orange colour creates an open space, bringing the sense of an open, easily accessible, friendly and cooperative environment. Brand personality attributes:  Genuine: We earn our customers' respect by acting with integrity, professionalism and sincerity.  Nurturing: We take a long term view and help our customers grow and succeed. VU DUC THINH – MBAOUM K14C 11 Business Research Methods DR. NGUYEN THE KHAI  Modern: We seek and leverage on the best banking practices and advanced technologies.  Performance oriented: We are committed to going the extra mile and delivering results.  Intuitive: We stay in tune with the changing needs of our customers and adapt accordingly with new products and services. Business Objective Vision: To be the most innovative and customer-centric bank of Vietnam. Mission:  For customers: To excel in providing innovative, customer-centric solutions to satisfy the needs of our customers.  For employees: To cultivate a high performance culture, entrepreneurship and openness in our work environment.  For shareholders: To provide sustainable and attractive returns to our shareholders.  For the community: To support community development Core values:  Customers focus  Excellence  Honestly  Teamwork  Disciplined VU DUC THINH – MBAOUM K14C 12 Business Research Methods DR. NGUYEN THE KHAI Rewards  Fastest growing Retail Bank Vietnam 2015 and Best Banking Deal Vietnam 2015 – Global Banking and Finance Review  Leading SME Trade Bank – Asian Development bank (ADB)  Excellent Brand of Vietnam 2014 – Vietnam Economic Times and Trade Promotion Agency (Ministry of Industry and Trade) Organization Structure Figure 1.1 : Human resource manager system of VIB VU DUC THINH – MBAOUM K14C 13 Business Research Methods DR. NGUYEN THE KHAI Human Resources Management At the end of 2012, VIB initiated the transition from a HRM model by geographic area to a centralized system headquartered at Head office, in which all HR function are managed by Head office HR staff. A HR partnership model for business units was also introduced. After two years of implementation, the productivity of HR employees have been markedly improved: total HR staff was gradually trimmed down from 93 (2012) to 65 2013) and 40 (2014), increasing the average number of staff portfolio managed by on HR staff by 31% (from 65 in 2012 and 85 in 2014). HR staff receive frequent training, and are provided ample opportunities for occupational development through various HRM tasks. The quality of services provided to in-house clients have therefore continually improved: faster, more consistent, and suited to the realities of each Divisions. VIB has identified staff fraud and corruption as a serious operational risk. In addition to financial losses, staff fraud is almost certainly creating significant brand and reputation damage for VIB. This situation calls for a comprehensive and BOD-sponsored anti-fraud and corruption program. Therefore, the motivation of this project is to set up the foundation to fight fraud and corruption within VIB, reducing our losses to fraud and corruption, improving the working culture of VIB, and developing our brand on honesty and integrity. VIB develops the foundation for preventing, detecting, investigating and disciplining cases of Fraud and Corruption, including: - Anti-Fraud and Corruption Policy - Internal Fraud and Group Investigation Unit - Gifts and Entertainment Policy - Whistleblower Policy and Process VU DUC THINH – MBAOUM K14C 14 Business Research Methods DR. NGUYEN THE KHAI - Internal Investigation Process - Discipline Policy and Process - Training and Communications - Fraud Risk Assessments of all business areas Personnel structure At the end of 2014, VIB has 3,436 employees (As Annual Report 2014) VU DUC THINH – MBAOUM K14C 15