De dat dugc muc tieu chinh nay, cac tac gia budng den giai quyet cac muc tieu nho sau day: • Xac dinh cac nhan Id co anh hudng dSn su hai Idng cfing viec ciia nhan viSn Cang hang khdng -
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TOM T A T
Muc tieu chinh cua nghiin cuu Id xdy dung md hinh do ludng s^ Aa/ long cua nkdn vien
lrong cdng viec tgi Cdng hdng khdng - sdn bay Pleiku Phuangphdp lay mdu thugn tien dugc
su-dung nhdm khai thdc vd thu nhgp thdng tin tir doi tugng khdo sdt (bao gdm nhdn vien vd cdc
trudng bd pkdn/phdng ban) Dir lieu khdo sdt dugc xir ly bdng phuang phdp thdng ki md td vd
hdi quy da biin Nkirng pkdt bien ciia nghiin cuu ndy bao gdm: (1) Tien luang Gidm sdt Bdn
chat cdng viic cd dnh hudng din Su hdi long cdng viic cua nhdn viin; (2) 5if hOii hink, 5if ddp
ufjg cd dnh hudng ddng ki din Chdt luang dich vu ngi bg; vd (3) Clidt lugng dich vw noi bg tdc
ddng lin Su hdi long cua nhdn viin trong cdng viic Kit qud cua nghien ciru se hd ti-g cdc nhd
qudn ly Cdng hang khdng - sdn bay hogch dinh chinh sdch trong viec sir dung lap dgng cUng
nhu ddnh gid dugc su hdi Idng cua nhdn viin lrong cdng viic, tir do cd nhung quyet sdch hgp ly
trong cdng tdc qudn tri ngudn nhdn luc cua minh
Tir khda: S^r hdi long cdng viec, Chi sd md td cdng viec dieu chinh, Chdt lugng dich I-M
ndi bd, Cdng hdng khdng - sdn bay
The objective of the research is to build a model to measure the employee's job
satisfaction The research was conducted at Pleiku Airport Entty-level workers and section
chiefs in every division were interviewed lo collect data for tke research While convenience
sampling was used to yield knowledge from employees, responses were analysed using
descriptive statistics and multiple regression analysis Findings from this study show tkat: (1)
Salary, Supervisor Work has a direct influence on Job Satisfaction; (2) Tangibility,
Responsiveness have strong impact on Internal Service Quality; (3) There is a positive
relationship between Internal Service Quality and Job Satisfaction Based on the results,
recommendations are given to the managers of Pleiku Aiiport in making suitable decisions and
policies for Human Resource Management
Keywords: Job satisfaction Adjusted Job Descriptive Index, Internal Service Quality, Airport
1 Gioi thi^u dua ra Chi sfi mfi ta cong vi?c (JDI- Job
Co nhiiu dinh nghta khac nhau vS Su hai Descriptive hidex) danh gia tren nain ySu tfi;
long cdng viec, Uiy nhiSn mgt ngudi lao dong ^ ^ ^^'^^ cong v.ec Dong^nghiep, Tien Iuang,
dugc xem la cd su hai long trong cfing viec khi ^ f ^ ^ i ' " ^ ' ! f k ^ ^ , ? f ? ^ ' ' ' " • l?"" ^"^ P^^-S
dugc dap ung dly du cac ySu tfi vS vat chit va g^.^^a, 20D5b) da bo sung thern hai ySu td:
tinh thin tai noi lam vi?c (Graham 1982; P^"^,,*'? ""^ ^?' va Moi tnrong lam v.?c vao
Chermerhom, 1993; Speclor, 1997; Rabbins "1^ hmh JDI ban Jau va ggi la Chi so md ta
va cac cfing su, 2003) DS danh gia su hai long ^""2 ,^'!^ f ^^ f'"^ ^^^^^- ^^^^^^^^ ^^^
cfing viec, Smidi ciing cac cfing su (1969) da descriptive index)
' TS Tniong Dgi hgc Ton Dire Thang Email, lnnhRianli(aldLedu \TI
Trang 2Sir hai long cdng viec cdn dugc danh gia
dua trSn chat lugng dich vu npi bp
(ISQ-Intemal Service Quality) (Hesketl va cac cfing
su, 1994; Tsai va Jui-Ho, 2004) Sasser va
Arbeit (1976) la nhung ngudi dau tiSn nghiSn
ciiu va xem xel nhan viSn ciia cong ty vdi tu
each la nhiing khach hang ngi bp ciia doanh
nghiSp Hallowell va cac cpng s^r (1996) dS dS
cap den mdi quan he chat che giiia chat lugng
dich vu ndi bg doanh nghiep va sv hai long
ciia nhan viSn lrong cdng viec, lir dd cho thay
mdi lien he quan trgng giiia hai yeu Id nay
Frederick va Mukesh (2001) dinh nghia chat
lugng dich vu npi bp chinh la mdi Irudng ben
lrong doanh nghiep, la loan bp nhung san
pham dich vu ma doanh nghiep cung cap cho
nhan vien cua minh
Nhiing nam trd lgi day, cd rat nhieu
phuong phap da dugc phat trien de do ludng
chit lupng dich \'u Song song vdi nd, nhieu
nha nghien cuu ciing chi ra rang co mpt mdi
tuong quan giua chat lugng dich vii ngi bg va
cac dich vu n ^ td chiic cung cap cho cac
khach hang ben ngoai ciia hp (Reynoso va
Moores, 1995) Chinh diSu nay da thuc day n§
luc ring cd the do ludng chat lugng dich vu
npi bd doanh nghiep bing vi^c ap d\mg thang
do SERVQUAL (Kang va cac cpng su, 2002)
Mo hinh SERVQUAL dugc cdng bd dau tien
bdi Parasuraman (1985; 1988; 1991; 1993)
Parasuraman va cac cdng sir (1988) khang
djnh r5n^ SERVQUAL !a mgt dyng cy do
lucmg chat lugng djch vu tin cay va chinh xac
va thang do nay dugc su dung rpng rai (Buttle,
1996; Robinson, 1999) Kang va cac cpng su
(2002) cung da Sli dung thang do SERVQUAL
Iam cdng cu dS do ludng chat lugng dich vu
ngi bg trong nghien ciiu cua minh
Hign nay su thieu hut nguon nhan lyc cd
chdt lugng ngay c ^ g gia tang trong mgi nganh
nghS, dac biel la dfii vdi nganh hang khong Vi
vay vigc giii chan nhan viSn §i6i va c6 kinh
n ^ i S m Cling nhu thu hiit nguon nhan lyc cd
trinh dp trd thanh moi quan tam hang diu cua
cac td chiic, doanh nghiSp hang khong
(Mohamed Elamiri, 2013) Cang hang khfing
-san bay Pleiku tuy la mgt Cang dia phuong vdi
quy md nhd ve cdng sual khai thac nhung cung
ddng dli ve sfi lugng va chat lugng Nam 2013, Cang hang khdng - san bay Pleiku cd 125 nhan vien, trong do sd nhan vien co trinh dg Cao dang va Dai hgc chiem 55%, trung cap va so cap chiem 32%, va 13% la nhan vien co trinh
dp Trung hpc phfi thfing Do tinh chat cong vi$c yeu cau su chinh xac, sy phoi hgp dong
bg giua cac phong ban, cudng dp lam vi?c dudi ap lyc cao (lieng dn san do, nha ga; su diing gid, an toan - an ninh va chinh xac trong dieu hanh bay, ) doi hdi ngudi nhan vien phai thuc su cd chuyen mon, nang lyc va long ySu nghe Chinh vi vgy vj?c danh gia miic dp hai long cua nhan vien trong cdng viec la mdt viec cd y nghTa trong sy phal trien cua Cang trong tucmg Iai
2 Muc tieu nghien ciru Muc tiSu ciia de tai la xay dyng md hinh
do Iudng su hai long cua nhan vien Uong cdng viec De dat dugc muc tieu chinh nay, cac tac gia budng den giai quyet cac muc tieu nho sau day:
• Xac dinh cac nhan Id co anh hudng dSn
su hai Idng cfing viec ciia nhan viSn Cang hang khdng - san bay Pleiku thdng qua Chi sd md ta cong vi$c diSu chinh
• Xac dinh cac thanh lfi cd anh hudng den chat Iugng dich vu npi bp ma Cang hang khfing - san bay Pleiku cung cap cho nhan vien
• Xac dinh mfii quan he giua chat lugng dich \TJ ndi bp va su hai long vS cfing viec cua nhan vien Cang hang khfing -san bay Pleiku
• Dk xual kien nghi nham nang cao sy hai
long cdng viec cua nhan vien va nang cao chat lugng dich vu nfii bp cua Cang hien tai
3 Mo hinh nghien curu
3.1 Xdy dfrng biin vd thang ito
Thang do dugc thiet ke dua tren AJDI va ISQ va cd rapt sd dieu cbinh vS so Iugng cau hoi ciing nhu npi dung cau hdi cho phii hgp vdi thuc IS tai Cang hang khong - san bay Pleiku Nghien ciiu tien hanh khao sat nhan vien
Trang 3nhau tgi Cang hang khfing - san bay Pleiku Sd
lugng mlu la 125 Phuang phap lay mlu
Thuan tien DS nhan dien, hieu chihh cac thang
do va dam bao tinh chinh xac cho cac cau hdi
frong bang khao sat, tac gia phdng vin chuyen
sau vdi 8 chuyen gia, sau dfi tiSn hanh phong
van thii 20 nhan vien Trong tdng so 125 bang
khao sat su dyng frong dgt dieu tra, c6 105
bang dgt ySu cau va dugc sii dyng cho nghien
ciru Dil lieu khao sat se dugc xir ly vdi sy ho
tra ciia ph5n mSm SPSS D& lieu dugc ma hoa
va Iam sach, sau do dugc phan tich thfing qua
cac ky thugt sau: Thfing kS mfi la mSu va thdng tin cua mau; Danh gia dp tin cay thfing qua h? so Cronbach Alpha; Phan tich nhan td kham pha; Kiem djnh mfi hinh ly thuyet va gia thuyet nghiSn curu
3.2 Mo hinh nghien cuv de xuat
Mo hinh nghiSn ciiu dS xuat nham danh gia Su hai long cdng vi?c, the hien mdi tuong
quan giiia Chdt lugng djch vy ngi bp va Su hm
long ciia nhan vien dugc trinh bay frong Hinh
1 dudi day;
Ban chat
cong xa^c
Hinh I Mo hinh nghien cuu de xuat
Phuclgi x3
hgi
Dong nghiSp
Sygiarasat
Sy thang
tien
Moi tnrdng
lam viec
/ / /
/
L Su h^i long v l
i cfing viec *
f (AJDI)
Ngudn: Tdc gid
Mfi hinh nghiSn cuu dS xuat la su ket
hgp ciia ba mfi hinh: (1) do lucmg Su hai long
vS cdng viec (Thang do AJDI - Tran Kim
Dung, 2005); (2) do ludng Chat lugng dich vu
nfii bg (Thang do ISQ - Parasuraman, 1985);
va (3) do ludng Mfii tucmg quan giua Chat
lugng dich vy ngi bg va Su hai long ve con^
viec Diem mdi ciia md liinh nghiSn ciiu dS
xuat nay la sir dyng kSt hgp mfi liinh (2) va (3)
de do ludng Su hai long cfing viec cua nhan
viSn Cu the Sy hai long cfing viec cua nhan
vien dugc do luimg trong mfii tuong quan vdi
Chat lupng dich vu npi bfi - dieu raa cac
nghien ciiu gan day it dS cap dSn nhung thuc
Chat Iugng dich vy ngi bfi (ISQ)
Sy hiiu hinh
Su tin cay
Sir dap img
Sy phuc vu
S u c ^ thdng
te cho thay chat lugng dich vu ngi bd la nhan
to dugc danh gia co miic dp anh hudng ldn den Sy hai long cong viec (Tsai Jui - H o , 2004) Trong mfi hinh (2), nSra thanh to (nara bien dpc lgp) ciia mfi hinh dugc do ludng bang thang do SERVQUAL va biSn pbu thudc Chil lugng dich vy npi bp (ISQ) dugc do ludng bang cac bien quan sat:
- Mlic dp hai long ciia nhan vien doi vdi chat Iugng dich vy ndi bd ciia Cang
- Mirc dp ho frg ciia cac dich vu ngi bg giiip nhan viSn hoan thanh t6t cfing viec
Trang 4kien nhara cai thien chil lugng djch vu npi bg
ciia nhan vien
pS dgt dugc myc tieu nghien ciiu, tac gia
dS xuat cac gia thuySt nghien cuu sau:
Gid tkuvei HI: Ban chat cdng viec cd
anh huomg den sy hai long ve cdng vi?c ciia
nhan vien
Gid thuyit H2: Tien luong cd anh hudng
dSn su hai long ve cfing viec cua nhan vien
Gid thuyit H3: Phiic lgi xa hfii cd anh hudng
den su hai long ve cdng v i ^ ciia nhan vien
Gid thuyet H4: E)ong nghiep co anh hudng
dSn su hai long ve cdng viec cua nhSn vien
Gid thuyit H5: Sy giam sat cd anh hudng
den su hai long ve cdng viec ciia nhan vien
Gid thuyet H6: Sy thang tiSn co anb hudng
den su hai long ve cdng vi?c ciia nhan vien
Gid thuyet H7: Moi trudng lam viec cd
anh huomg den sy hai long ve cfing viSc ciia
nhan vien
Gid thuyet H8\ Sy hiJu htnh co anh
hudng den Chat lugng dich vy ngi bg
Gid thuyet H9: Sy tin c|y cd anh hudng
den Chat lugng djch vy npi bg
Gid thuyet HIO: Sy dap iing cd anh
Bang 1 Ket qua Idem dinh do tin cay
hudng dSn Chat lugng dich vu ndi bd
Gid thuyet HIT Su phuc vu cd anh
hudng den Chit lugng dich vy ngi bg
Gid thuyil H12: Sy ddng cam cd anh
hudng den Chat lugng djch vu ndi bfi
Gid thuyet HI3: Chat lugng dich vu npi
bfi anh hufirng den Sir hai long cdng viec cua nhan vien
4 Ket qua va thao Iuan
- Kiem dmh do tin cay va phSn tfch
nhSn th kham pha
Kiim dinh do Un cgy:
Ddi v&i md hinh AJDI, kSt qua kiSra
dinh dp tin cay chi ra ring 6 bien dpc lap va 1 bien phu thufic co he sfi tuong quan bien
-tdng bien ldn hom 0,3 va h§ sfi tin cgy Xim hon
0,6 dugc su dung liep de pban tich nhan to Bien Mfii trudng lam viec bi loai bd (he sfi tin cay nho hon 0,6) (xem Bang 1)
Ddi vdi md hinh ISQ, Su hiiu hinh, Su
tin cay, Su dap img, Su phuc vu, Su ddng cam deu cd he sfi tuong quan bien - tong bien ldn ban 0.3 va he sd tin cay ldn hon 0,6 Cac bien nay thfia man dieu kien va dugc su dung de phin tich nhan td kham pha (xem Bang 1)
Nhan to
Mfii trudne lam viSc
Ban chit cdng viec
TiSn luong
Phiic lgi
Dfing nghiep
Giam sat
Thang tien
Su hai long
Sy huu hinh
Su lin cay
Sy dap ling
Sy phuc vu
Sy dfing cam
Do tin cay 0,485 0,745 0,891 0,738 0,803 0,858 0,910 0,834 0,863 0,902 0,857 0,878 0,666
Tong phuomg sai trich
(%)
69,480
75,418
69,382
Ket lu^n Loai bfi
Thfia man
Thoa man
Trang 5Phdn tich nhan td khdm phd: lucmg va Phiic lgi) (xem Bang 2)
Ddi vdi md hinh AJDI, cac bien quan sat Vdi md hinh ISQ, 26 biSn quan sat dugc
dua vao phan lich nhan lfi dugc gom lgi thanh nit ggn thanh 6 nhdm nhan to Nhdm nhan to
7 nhdm nhan tfi Trong 7 nhdm nhan to mdi Su phuc vu, Sy dong cam cd su thay doi ve
nay co 2 nhdm nhan tfi cd su thay doi ve thanh thanh phin cac bien quan sal (xem Bang 2)
pban cac biSn quan sat (Nhdm nhan td Tien
Bang 2 Nhom nhan to co s^ thay doi ve thanh phan bien quan sat
Md hinh
AJDI
ISQ
Ten Nhdm nhSn to
mM
Tien luang
Phiic lgi
Sir phuc vu
Sir dong cam
Ten bi^n quan s^t thay doi
Tien luang_2 Tien Iuang_l Tien Iuang_3 Tien lucmg_4 Phiic lcri_4 Phiic Icril Phiic lcri_2 Phiic lai_3 Phuc vu_2 Phuc vu_l Phuc vu 3 Dong cam 4 Phuc vu 4 Dong cam_l Dong cam 2 Dong cam_3
H^ s6 tai nhan t6
0,804 0,795 0,791 0,764 0,715 0,789 0,710 0,656 0,877 0,814 0,770 0,711 0,691 0,848 0,828 0,487
Ket qua Idem dinh do tin cay
0,886
0,759
0,877
0,654
6 ca hai md hinh, cac nhom nhan to cd
sy thay doi ve thanh phan bien quan sat deu
dugc kiSm dinh lgi bang he sd tin cay
Cronbach's alpha Ket qua kiem dinh cbo thay
cac nhdm nay deu thda man cac diSu kien
Cronbach's alpha
- Kiem dinh dfi phu hop cua md hinh
Xet ba mo hinh: md hinh AJDI, mfi hinh
ISQ va mfi hinh do Iudng anh hudng ciia ISQ
Ien AJDI, R^ hieu chinh ciia ba mo hinh ciio
biet su bien thien ve miic dd hai Idng cfing viec ciia nhan vien va chil lugng dich vy ndi
bp dupc giai thich bdi mfii lien he tuyen tinh ciia cac bien dpc lap CJ day, miic dp phu hgp cua ba md hinh tucmg ddi cao (xem Bang 3)
Ca ba md binh cd gia tri Sig.< 0,05 cho thay cac bien dua vao phan tich dSu cd y nghia thong ke vdi mirc y nghia 5% Dieu nay cd nghia rang mfi hinh tac gia xay dyng phii hpp vdi tap dir lieu va co thS suy rfing ra cho tfing
Trang 6Bang 3 Danh gia d$ phu hop ciia mo hinh Tom tat mo hinh''
Mo hinh | R^ dieu chinh | AJDI 0,389'
a Cac nhan 16 dubdo (Hdngso) Gidm sal, Cong viic Tien luang
b Sien pbu thudc: Suhdi Idng
I S Q 0,362"
a.Cdc nhdn to dubdo: (Hang so) Sif hihi hinh, Sif phae m
b.Bien phu thuoc: Chdt lifOng dich vu not bo
Moi quan he ISQ & AJDI 0,778"
a Cdc nhdn to dtf bdo: (Hang s6) Chdt lugng djch vu noi bg
b Bien phu thunc: Sir bdi long
Gia trj Sig F thay dSi
0,011
0,001
0,000
S£ - Kiem dinh cdc gia thuyet nghien cihi
Ket qua kiSra dinh cho thiy (xem Bang 4):
Vdi md hink AJDI, gia thuySt HI va gia
thuyet H2, gia thuySt H5 dugc c b ^ nhgn:
Ban chit cfing viec (Beta = 0,276 va Sig
^i = 0,001), TiSn luong (Beta = 0,240 va Sig =
O.OII) va Sy giam sat (Beta = 0,311 va Sig.=
0,002) cfi anh hudng dSn sy hai Idng frong
cdng viec ciia nhan vien Trong do, Giam sat
cd lim anh hudng Idn nhat den Sy hai long
cua nhan viSn trong cdng vi?c Ban chat cdng
" viec, TiSn lucmg lan lupt la ySu tfi thir hai va
thir ba anh hudng den sy hai ldng cfing viec
ciia nhan vien Gia thuyet H3, gia tbuyet H4,
gia thuySt H6 va H7 bi bac bd
thuySt HIO dugc chap nhan: Sy hiiu hinh (Beta = 0,403 va Sig = 0,000) va Su dap ling
(Beta = 0,302 va Sig = 0,001) cd inh hudng
den chil Iupng dich vy ndi bg cua Cang Trong
dd, Su him hinh la yen td cd raiic do dnh hudng manh nhat den chat Iugng dich vu ngi
bd Sy dap ung xep thii hai ve miic dp anh hudng Gia ihuyel H9, gia thuyet H I I , gia thuyetH12bibacbd
Vdi md binh do ludng mdi quan hi giira ISQ vd AJDI, gia ihuyel HI 3 dugc chap nhgn
Nhan td Chat lugng dich vu ngi bd (Beta =
0,883 va Sig = 6,000) cd anh hudng dSn Sy hai long trong cfing viSc cua nhan vien Khi ySu tfi chat lugng dich vy tang ISn 1 don vi tbi
sy hai long cong viec cua nhan vien tang 0,883 donvi
Vdi md hinh ISQ, gia thuyet H8 va gia
Bang 4 Ket qua kiem djnh cac Gia thuyet nghien cihi Gia thuyet | Hg so chuin hoa Beta [ Sig | Kiem djnh gia thuyet
Mo hinh AJDI
HI H2 H3 H4 H5 H6
0,276 0,240 -0,010 0,037 0,311 0,068
0,001 0,011 0,920 0,634 0,002 0,504
Chap nhan Chap nh^n Bac bo Bac bo Chap nhan Bac bo H8
H9 HIO
H l l H12
Mo hinh ISQ
0,403 0,124 0,156 0,302 0,119
0,000 0,225 0,052 0,001 0,168
Chap nhan Bac bo Bac bo Chap nhan Bac bo
MS hinh do ludng moi quan he ISO va AJDI
Trang 7Ban chat
cdng VlSc
Hinh 2 Ket qua mo hinh nghien cuu
p=0.276; Sig^O.OOl p=0.403; Sig=0,000
1
Tien luong
p=0.240;Sig=0.01l
Sy giam
sal p=0,3n;Si^O,002
S y hai B = 0 8 8 3 ldng cfing 1^
5 Ket Iuan
Thu nhdt, nghiSn curu da xac djnh dugc:
- Doi vdi md hinh AJDI: Ban chat cfing
viec (gia thuySt HI), Tien lucmg (gia ihuySt
H2), Su giam sar (gia thuyet H5) cd anh hudng
dSn su hai long cong viec cua nhan vien;
- Doi vdi md hinh ISQ: Su hihi hmh (gia
thuySl H8) va Su dap ling (gia thuySt HI 0) cd anh
hudng den Chit Iugng dich vu ngi bg ciia Cang,
- Ddi vdi md hinh xdc dinh mdi quan he
giira AJDI va ISQ: Chkt Iugng dich vu ndi bfi
cd anh hudng Idn dSn Sy hai long vS cfing viec
(gia thuySt H13)
KSt qua nghiSn ciiu cho thay cac bien
tim dugc phii hgp vdi co sd ly thuyet nghien
Clhl ban dau va co y nghia thuc tiln khi nd gop
phan giai thich trudng hgp tai Cang hang
khdng - san bay Pleiku, Nghien ciiu thuc tS chi
ra rang Sy Giam sat, Ban chat cdng vi$c, TiSn
lucmg va Chat lugng dich vu nfli bp la cac van
dS tfin tgi nhiSu bit cgp rat cin cac nha chuc
trach Cang luu tam giai quyet
Ddi vdi CO che giam sat, bfi phan quan ly
chua khuyen khfch nhan vien tham gja vao
viec ra quySt dinh trong cfing vi?c Cong tac
Sig=0,000
i Chit lugng dich
vu npi bp
"
Sy hiiu hinh
Sy dap irng
1 P=0,302; Sig=0,001 bfi Ui nhan sy chua thyc su hpp li, diing ngudi diing viec de thuc day nhan vien phat buy nang luc ca nhan trong cong vigc Van^ de TiSn luong cho nhan vien cdn kha cham uS Dfii vdi cac Dich vu ngi bg, viec cai thien ca sd ha l§ng, cung cap cac djch vu lien ich, to chiic cac khoa hpc bdi dudng nghiep \'u la viec lam cap thiSt hien tgi nham gdp phan nang cao chat lupmg dich vu npi bp va sy hai long cdng viec ciia nhan vien
Thir kai, de tai nghien ciiu xay dyng mfi
hinh do luong sy hai Idng cfing vi?c ciia nhan VlSn thdng qua viec kSt hgp Chi sd md ta cfing viec difiu chinh (AJDI) va Chi sfi Chat lugng djch vy ndi bd (ISQ) cd y nghia quan trgng boi mfi hinh khdng chi do ludng dugc Su hai long cdng viec cda nhan vien tai Cans hang khfing -san bay Pleiku thdng qua chi sfi AJDI ma con
do Iudng dugc Chat lugng dich \'y ndi bg tgi Cang cung nhu miic dp tac dgng cua cac yen
to nay den Su hai long cdng vi?c cua nhan viSn Se la thiSu sot nSu chi do ludng Su hai long cfing viec cda nhan vien bang cac yeu to thudc chi sd AJDI ma bo qua su anh hudng ciia chi so ISQ vi thyc le theo kSt qua nghien ciiu, chinh yeu td ISQ cung cd tac dfing den su hai long cdng viec ciia nhan viSn
TAI LIEU THAM KHAO
Berry L.L (1995) The employee as customer Joumal of Retail Banking, Vol 3 No 3, pp
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