The impact of human resource management on job satisfaction of flight attendants at Vietnam Airlines

The success of these measures hascontributed significantly in the activities of the cabin crew but to ensure sustainabledevelopment, ready to respond quickly to market changes and custom

Table of Contents

CHAPTER ONE: INTRODUCTION 1

1.1 Background of the study 1

1.2 The objective of the study 2

1.3 Scope and subject of research 2

1.4 Significance of the Study 2

1.5 Methodological 2

1.6 Organization of research 3

CHAPTER TWO: LITERATURE REVIEW 4

2.1 Human Resources 4

2.2 Theoretical background and hypotheses 4

2.3 Conceptual framework 9

CHAPTER THREE: METHODOLOGY 11

3.1 Sample 11

3.2 Qualitative method 11

3.3 Quantitative method 11

3.4 Variables 11

CHAPTER FOUR: RESULTS 12

4.1 Descriptive statistics 12

4.3 Cronbach’s Alpha reliability statistics 14

4.4 Exploratory Factor Analysis (EFA) 15

4.5 Conceptual framework and hypothesis adjusted 18

4.6 Results 19

CHAPTER FIVE: CONCLUSION AND RECOMMENDATION 23

Conclusion 23

Recommendation 23

REFERENCES 26

APPENDIX 27

CHAPTER ONE: INTRODUCTION 1.1 Background of the study

An organization, a business, a country that wants to succeed must have a harmonious and effective combination between human resources and facilities and technology, of which, human resources is an important issue Therefore, the quality

of human resources and the quality of human resources are an issue of great

concern to the whole society

The market economy - socialist orientation in Vietnam after more than 20 years of implementing the renovation policy has had very encouraging growth steps These results have contributed a very important contribution of a skilled human resource, with advanced science and technology in all economic sectors, especially in enterprises of economic sectors State, locomotive of the Vietnamese economy However, in reality, the recruitment, training and use of human resources

in state-owned enterprises have not been effective and there are many

shortcomings The situation of recruitment does not meet the actual needs and capacity of the candidates still exists, the efficiency of labor use is low, the regime for the labor force has not yet created an attraction, has not kept people who

actually have talent This has made the quality of human resources in state-owned enterprises affected, requiring the appropriate regimes and policies to preserve and improve the quality of human resources

In the context of fierce competition, in order to meet the increasingrequirements in the labor market, the management of human resources of the cabincrew needs to make more efforts The current development of human resourceplanning mainly stops at the level of labor shortage assessment so that theorganization of staff recruitment, human resource planning activities have not beenclearly shown On the other hand, the cabin crew has made great efforts to care forthe workers, create job satisfaction and achieve positive results, but most of thesemeasures do not have a specific scale The success of these measures hascontributed significantly in the activities of the cabin crew but to ensure sustainabledevelopment, ready to respond quickly to market changes and customerrequirements, the cabin crew must draw practical experience into a comprehensivetheory, at the same time conduct research, build scientific arguments for themanagement and exploitation, in which have the management of human resources,determine the evaluation scale The impact of human resource managementpractices on the satisfaction of flight attendants at work

These issues cannot be solved individually, but it requires research andevaluation in the overall operation of the whole unit, specifically evaluating thenature of the problem in order to build a complete scientific basis for organize thework of human resource management at the cabin crew In order to contribute toidentifying measures to improve the satisfaction of flight attendants at work,improve the efficiency of human resource management in the unit, I have chosen the

topic of Impact Assessment of Management Practices human resources to job

satisfaction of flight attendants Vietnam National Airlines (Vietnam Airlines)

from which to build appropriate measures in the management and operation

1.2 The objective of the study

The actual research project on human resource management activities at thecabin crew, the job satisfaction of flight attendants aims to:

- Explore, consider the impact of factors of human resource managementpractices on job satisfaction of Vietnam Airlines flight crew

- Consider the difference (if any) by gender, position, age for job satisfaction

of Vietnam Airlines flight crew To achieve these research objectives, the researchneeds to answer the following questions:

- How do flight attendants assess human resource management practices?

- How do flight attendants assess job satisfaction?

- How is the impact of practical human resource management factors on jobattendant satisfaction at work?

- Are there differences in the attendant's comments on the human resourcemanagement practices and the satisfaction of the flight attendant according to theflight attendant's feeling according to individual characteristics?

1.3 Scope and subject of research

Scope of the study

The research is carried out within the scope of human resource managementforce of the flight crew - Vietnam Airlines Corporation, at its headquarters Ho ChiMinh City and the Northern Office in Hanoi

Research subjects

The assessment of human resource management practices, the satisfaction ofthe flight attendants can be done through the management team at all levels andemployees in the company In the thesis, the research object is a flight attendantbelonging to the flight crew

Studying and interviewing the cabin crew, including the flight attendants, theflight attendants, and the cabin crew members of the C class and the Y class cabin,who directly serve passengers on flights

1.4 Significance of the Study

The project has practical significance in the management of human resources

of the cabin crew and job satisfaction in the flight attendants of Vietnam NationalAirlines (Vietnam Airlines) Information about the impact of factors in humanresource management on job satisfaction of flight attendants is the scientific basisfor implementing practical measures to improve the efficiency of human resourcemanagement strength and job satisfaction of flight attendants

1.5 Methodological

The research topic is using qualitative and quantitative methods

Qualitative research was used in the preliminary research phase with groupdiscussion technique

Quantitative research is used in the formal research phase with informationcollection techniques by means of face-to-face interviews

The data and parameters are checked, analyzed and evaluated by SPSSsoftware

CHAPTER TWO: LITERATURE REVIEW 2.1 Human Resources

Human resources or HR is the company department charged with finding,screening, recruiting, and training job applicants, and administering employeebenefit programs As companies reorganize to gain a competitive edge, HR plays akey role in helping companies deal with a fast-changing environment and thegreater demand for quality employees

John R Commons, a pioneering economist, first coined the term “humanresource” in his book "The Distribution of Wealth," which was published in 1893.However, it was not until the 19th century when the developed HR departments toaddress misunderstandings between employees and their employers

HR departments perform human resource management strategies HRM is astrategic and comprehensive approach to managing employees and theorganizational culture and environment It focuses on the recruitment, management,and general direction of the people who work in an organization

HR is also more involved in improving the organization’s workforce byrecommending processes, approaches and business solutions to management

An HR department is an essential, if not critical, component of any businessregardless of the organization's size It focuses on maximizing employeeproductivity and protecting the company from any issues that may arise from theworkforce HR responsibilities include compensation and benefits, recruitment,firing, and keeping up to date with any laws that may affect the company and itsemployees

There are six key people-related activities that HR must effectively do to addvalue to a company, include:

 Managing and using people effectively

 Tying performance appraisal and compensation to competencies

 Developing competencies that enhance individual andorganizational performance

 Increasing the innovation, creativity, and flexibility necessary toenhance competitiveness

 Applying new approaches to work process design, successionplanning, career development, and inter-organizational mobility

 Managing the implementation and integration of technologythrough improved staffing, training, and communication with employees

2.2 Theoretical background and hypotheses

The number and component names of human resource managementpractices are different in previous studies:

 According to Singh's research model (2004), the practice of humanresource management consists of 7 components: Training; Staff assessment;Career planning; Attract employees in active reports; Identify the work;Payment of labor; Recruitment.

 According to the research model of Morrison (1996), the practice ofhuman resource management consists of 6 components: The philosophy ofhuman resources; Selective; Socialization; Educate; Ratings and rewards; Rule;Job description

 According to the research model of Pathak, Budhwar, Singh & Hannas(2005), the practice of human resource management consists of 11 components:Recruitment; Flexibility/teamwork; Socialization; Internal promotion; Safety atwork; Employee involvement; The role of the employee; Commitment tolearning; Payment of labor; Employee ownership; Harmony

 According to the aviation research model of Zerbe, Dobni & Harel(1998), the practice of human resource management has 06 components:Leadership and direction; Rewards and benefits; Demand for work; Careeropportunities; Result evaluation; Train

 Petrescu & Simmons (2008) research model of human resourcemanagement practices and job satisfaction, human resource managementpractices have 06 components: Organization, Supervision, Staff Engagement,Recruitment and Selection, Training and Learning, Payroll

Based on the theory and the exchange results in the department in charge ofhuman resources, human resource management practices in the Flight Crew -Vietnam Airlines Corporation have 8 components: Recruitment; Identify the work;Training; Result evaluation; Salaries; Encouragement; Career orientation andpromotion opportunities; Manage and attract attendants to the unit's activities

The details of each component are as follows:

Recruitment

Recruitment is the process by which businesses select candidates that areappropriate to their job requirements to meet their human resource needs; ascientific recruitment system that helps businesses recruit people with appropriatecompetencies, and it creates a sense of self-awareness among employees and helpswork be done effectively (Pfeffer, 1998); When employees do not adapt to the job, itwill limit the performance, to solve this problem, enterprises must have a scientificrecruitment system to ensure the compatibility between employees' capacity andjob requirements

In addition to the standards of appearance, flight attendants must meet therequirements of knowledge level, the ability to use a foreign language, so themethod of evaluating widely informed with clear standards will help the applicant.The position achieves uniformity and high efficiency in recruitment, therebyrecruiting people with sufficient qualifications and knowledge to perform the job.The recruitment is done scientifical, recruiting the right people will directly affectthe recruited people, and also affect the people who are working On that basis, theresearch builds up the hypothesis on recruitment field as follows:

Hypothesis 1: The employment system is rated high or low, the job satisfaction

of the flight attendants also increases or decreases.

Identify the work

Job identification and analysis is the process of researching job content inorder to determine the conditions for carrying out, tasks, responsibilities, powerswhen performing jobs and the necessary qualities and skills of employees, have toperform a good job; Job analysis is a systematic activity that synthesizes andanalyzes information about content, human requirements for jobs and jobperformance conditions (Mathis & Jackson, 2007) To conduct the analysis, identifythe work that needs to develop a job description and job specification Job analysishelps businesses create a coordinated coordination between departments,accurately assessing the requirements of the job

The flight attendant job is not a highly creative job but it is compulsory tofollow strict safety procedures and passenger service procedures, so the duties ofeach flight attendant position is an important factor to avoid overlapping, assigningmanpower in each reasonable flight, ensuring the uniformity, balance, the specificguidance of procedures and skills to serve passengers will help flight attendantsstandardize their work, promptly deploy their work whether on a long or shortflight With a predefined and repetitive work, there are few opportunities andcreative conditions will affect the job satisfaction of the hostess Therefore, thefollowing hypotheses are formulated:

Hypothesis 2: The job determination is rated high or low, the job satisfaction

of the flight attendants also increases or decreases accordingly

Training

Training is a process by which people acquire capabilities to accomplishorganizational goals; Depending on the purpose of the organization, training mayalso be considered in a narrow or broad sense, in a narrow sense, which providesemployees with the knowledge and skills used on their current jobs (Mathis &Jackson, 2007)

Flight attendants work in a special environment, so all issues must becarefully and thoughtfully trained, from the smallest operations to the complexoperations to ensure absolute safety for passengers and flights A good investment

in training will help the unit to have good flight attendants, thereby contributing tothe quality of the flight The appropriate, scientific and practical training will bothsave costs for the unit, while ensuring the quality of the cabin crew However, thetraining of a flight attendant is a mandatory work, directly affecting the work, rankand income of each person, so the training may affect the humor of the flightattendant's heart On that basis, the research builds up the following hypothesis:

Hypothesis 3: The training is rated high or low, the job satisfaction of the

flight attendants also increases or decreases accordingly

Staff assessment

Staff assessment is the process of comparing employee performance withstandards and conveying that information to employees (Mathis & Jackson, 2007).Assessing the performance of employees will have an impact on both organizationsand individuals; In order for the evaluation to be effective, leaders need to makeemployees believe that the performance evaluation is fair, and encourageemployees to proactive and actively participate in the evaluation process

The evaluation of employees must be done seriously, accurately and fairly Inorder to do that, it is necessary to set specific goals and criterias This work has astrong influence on the behavior of employees and the organization, contributing toreflect the performance results, the quality of work of employees, motivateemployees to develop their competencies The flight attendants' assessment resultsare used in many other jobs such as considering the transfer of labor contracts,salaries, bonuses, promotions, rewards ., so the evaluation results will have acertain effect on the psychology of the receptionist On that basis, the studyformulated the hypothesis for the evaluation of flight attendants as follows:

Hypothesis 4: The assessment of flight attendants is appreciated high or low,

the job satisfaction of the flight attendants also increases or decreases.

Salaries

Salary is an enterprise's payment to employees in cash or in kind according totheir employment, the level of remuneration is closely related to the level ofperformance and capacity of each individual, ensuring the appropriate income levelfor the market Salary is understood as the amount paid by employees from theiremployer in proportion to the amount and quality of labor they have consumed increating wealth for society

The majority of employees want to have a high and worthy income.Remuneration for employees is not commensurate with the effort that workersmake, so that employees are no longer interested in the job and fade theirattachment to the business Therefore, the payment of labor will affect employeesatisfaction and engagement with the business Based on this basis, the researchbuilds up the hypothesis of wage payment as follows:

Hypothesis 5: The salary pays for employees is rated high or low, the job

satisfaction of the flight attendants also increases or decreases.

Encouragement musts be flexible, intrinsic, objective and fair, and affect theawareness of each employee in order to achieve the desired effect.

In order to create motivation for employees to work, they must learn abouttheir employees and build a reasonable working environment Every employee can

be motivated by trust, by material values, spirit, concerns, interests, by good reasonand other factors Among these are internal factors, such as needs, interests orbeliefs and some external factors such as danger and environment When motivated

to have a good mentality, employees will work effectively, thereby affectingsatisfaction Therefore, the following hypothesis of encouragement and researchshould be studied as follows:

Hypothesis 6: The encouragement of flight attendants is highly or lowly, the

job satisfaction of flight attendants also increases or decreases.

Orientation and Promotion

Career orientation and promotion opportunities are a process for employees

to orient for future career development, to consider their abilities, their aspirationsand the difficulties they may face, to wish they could be suitable for them What wehave at the same time strive to achieve higher positions in our career and job Whenorganizations create opportunities for career advancement combined with personaldevelopment needs, they will create motivation to work for employees, bringinghigh efficiency to business activities; Employee's promotion opportunity has astrong impact on employee satisfaction with the job

Clearly career orientation will help employees understand their jobs,understanding their future better, from which each individual will makeappropriate adjustments Therefore, building a hypothesis on career planning andpromotion opportunities as follows:

Hypothesis 7: Career orientation and promotion opportunities are rated high

or low, the job satisfaction of the flight attendants also increases or decreases.

Environment

Managing and attraction of flight attendants in activities is the process bywhich manager use measures to attach employees to the organization's structureand operations As objects with particular characteristics, the management of flightattendants should be done closely in an effective working environment Themanagement must be scientific, in principle but also flexible The flight attendantsare facilitated to participate in joint activities-related decisions that will strengthenthe close relationship between the unit and the individual, and they are only reallysatisfied when the cabin crew becomes the second home Therefore, the studybuilds the following hypothesis:

Hypothesis 8: The management and attraction of flight attendants in the

operations of the organization is highly or lowly, the job satisfaction of the flight attendants also increases or decreases.

Job satisfaction of flight attendants - Relationship between human resource management practices and job satisfaction at flight attendants of Vietnam Airlines

Job satisfaction is a state in which employees have clearly, effectivelydirection for work in the organization; is the attitude about work expressed byfeelings, beliefs and behaviors of workers; Influenced and acknowledged attitude ofemployees about various aspects of the job such as job nature, training andpromotion opportunities, leadership, colleagues, salaries In general, job satisfaction

is the assessment of employees on issues related to the performance of their work,the nature of this assessment depends on the perception of the employees

For flight attendants, when participating in the system, interacting withcolleagues, with the outside world, participating in training, evaluation,remuneration, advancement to a higher position will be separate assessments ofeach person about the unit where he/she is working This assessment may or maynot be good, but it shows the attendant's attitude towards ongoing practices.Thereby expressing the level of satisfaction in the work of the flight attendant, thissatisfaction may be on the overall factors affecting the flight attendants or expressed

on each element

Human resource management plays an important role in the operation andstrategy of the organization It determines the success and effectiveness of theorganization in achieving the desired goals and results Human resourcemanagement is the bridge between organizations and workers

The management of human resources will provide the organization withsufficient human resources in terms of quantity and quality to implement itsactivities The work of human resource management is good to promote thecapacity and efficiency of the employees 'activities, impact on the satisfaction level

of the employees' work, create the cohesion between the employees andorganization For flight attendants, job satisfaction is not only expressed in theincome level, but also in the recruitment, training, working environment

Flight attendants are the labor force in direct contact with passengers onflights, contributing to ensuring flight safety and serving passengers, in addition tofactors of service skills, funny flight attendants The satisfaction with the work isreally exciting, dedicated to serving passengers with the highest quality, thisrequires each flight attendant to be carefully selected, fully trained, according tostandard requirements, and the flight attendants must also be cared for andguaranteed the rights to safely carry out the tasks These are the tasks of humanresource management Therefore, human resource management will affect the jobsatisfaction of the flight attendants

2.3 Conceptual framework

This study measures the impact of practical human resource managementfactors on job satisfaction of flight attendants This approach was implemented inPetrescu & Simmons (2008) with a model of practical human resource management

elements such as Organization, Supervision, Employee Engagement, Recruitment,Training, Salary affect employee satisfaction at work.

Figure 1 Conceptual Framework

CHAPTER THREE: METHODOLOGY 3.1 Sample

The sample is all flight attendants of Vietnam Airlines based in Ho Chi MinhCity, Hanoi

According to Gay & Airasian (Leedy & Ormrod, 2005) with a crowd of about1,500, the sample should be about 20%, the number of flight attendants who are onduty at the time of the survey is about 1,100 people, so the sample of the researchrequires 220 flight attendants There are 14 servey were wrong answer, so Iremoved them

Finally, the sample was including 206 surveys from flight attendants ofVietnam Airlines based in Ho Chi Minh City, Hanoi

3.3 Quantitative method

The study chose to use the Likert 7-level scale, include: (1) Strongly disagree,(2) Disagree, (3) Slightly disagree, (4) Undecided, (5) Slightly agree, (6) Agree, (7)Strongly agree Each sentence is a statement about a content about human resourcemanagement practices, job satisfaction in the next With such design, the flightattendant gives her assessment of the level of practical human resourcemanagement factors and job satisfaction of the flight attendants

The questionnaire is designed with 37 questions corresponding to 37variables that are assessed to affect the human resource management practices, jobsatisfaction of flight attendants, including 32 variables to measure the factors.Human resource management practices, 5 variables to measure the job satisfaction

of flight attendants

Official research questionnaires for mass interviews, including:

- Introduce yourself, research purposes and how to answer questions

- Personal information of the interviewee

- Research question

Research data is processed by SPSS software

3.4 Variables

The research scale on the management of flight attendant human resources ofVietnam Airlines is expected to include 07 components such as the scale of KuldeepSingh (2004) and the component that encourages and encourages flight attendantswith 32 observed variables:

- Recruitment: 04 observed variables, symbols from recruitment1 torecruitment4;

- Identify the work: 03 observed variables, symbols from identify1 toidentify3;

- Training: 05 observed variables, symbols from training1 to training5;

- Staff assessment: 04 observed variables, symbols from assessment1 toassessment4;

- Salaries: 04 observed variables, symbols from salary1 to salary4;

- Encouragement: 04 observed variables, symbols from encourage1 toencourage4;

- Orientation and Promotion: 05 observed variables, symbols from OP1 toOP5;

- Environment: 03 observed variables, symbols from environment1 toenvironment3

- Job satisfaction of flight attendants: 05 observed variables, symbols from satisfaction1 to satisfaction5

CHAPTER FOUR: RESULTS 4.1 Descriptive statistics

Descriptive statistics for all variables about Demographic data are reported

4.3 Cronbach’s Alpha reliability statistics

Table 4.2: Cronbach’s Alpha of all HRM’s components

Variables Scale Mean if Item Deleted Scale Variance if

Item Deleted

Corrected Item-Total Correlation

Cronbach’s Alpha if Item Deleted Recruitment: Cronbach’s Alpha = 0.765

According to the analysis results shows that Recruitment; Identify the work; Training; Staff assessment; Salaries; Encouragement; Orientation and Promotion; Environment components has a large Cronbach's Alpha coefficient, respectively:

(0.775); (0.782); (0,883); (0.890); (0.852); (0.843); (0.834); (0.893), the observed variables in those components have a total correlation coefficient greater than 0.3 Therefore, these variables are used in the next EFA analysis

Table 4.3: Cronbach’s Alpha of “job satisfaction of flight attendants”

variables

Variables Scale Mean if Item Deleted Scale Variance if

Item Deleted

Corrected Item-Total Correlation

Cronbach’s Alpha if Item Deleted Job satisfaction of flight attendants: Cronbach’s Alpha = 0.933

According to the analysis results shows that “Job satisfaction of flight

attendants” component have a large Cronbach's Alpha coefficient (0.933), the

observed variables in this components have a total correlation coefficient greater than 0.3 Therefore, these variables are used in the next EFA analysis

4.4 Exploratory Factor Analysis (EFA)

Table 4.4: Testing KMO (KMO and Bartlett's Test)