UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Phạm Ngọc Anh Thơ THE MODERATING EFFECT OF EMOTIONAL INTELLIGENCE ON THE RELATIONSHIP BETWEEN JOB SATISFACTION AND AFFECTIVE COMMITMENT: A STUDY AMONG EMPLOYEES IN VIETNAM BANKING INDUSTRY MASTER OF BUSINESS (Honours) Supervisor: Trần Phương Thảo Ho Chi Minh City – Year 2017 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Phạm Ngọc Anh Thơ THE MODERATING EFFECT OF EMOTIONAL INTELLIGENCE ON THE RELATIONSHIP BETWEEN JOB SATISFACTION AND AFFECTIVE COMMITMENT: A STUDY AMONG EMPLOYEES IN VIETNAM BANKING INDUSTRY MASTER OF BUSINESS (Honours) Supervisor: Trần Phương Thảo Ho Chi Minh City – Year 2017 Acknowledgement I would like to express my deep gratitude to my supervisor Tran Phuong Thao for her precious guidance, valuable suggestions and advice as well as her immense knowledge to support me throughout the process In addition, I would like to thank my family, my friends and my colleagues for their constant encouragement and immediate helps without which the study would not have been possible Abstract The study investigates the influence of job satisfaction facets on affective commitment in the context of Vietnam banking industry It also examines the moderating role of emotional intelligence in the relationship between job satisfaction facets and affective commitment The model was tested with a sample of 313 employees working for banks in Ho Chi Minh city The result reveals a good fit between collected data and measurement scales which were introduced and developed in the Western contexts The findings shows that job satisfaction facets have positive impacts on affective commitment, and that emotional intelligence significantly serves as a moderator for three out of seven facets of job satisfaction and affective commitment relationship The discovery highlights the importance of documenting job satisfaction and emotional intelligence in enhancing the employee commitment towards organization as well as calls the management attention to their recruiting, training and long term development policies TABLE OF CONTENTS ACKNOWLEDGEMENT ABSTRACT TABLE OF CONTENTS Introduction 1.1 Background of the study 1.2 Research problem .3 1.3 Research objectives 1.4 Scope of the study 1.5 Significance of the study Literature review .7 2.1 Foundational theories 2.2 Affective commitment 2.3 Emotional intelligence 2.4 Job satisfaction 12 Hypothesis development 13 3.1 Job satisfaction and affective commitment 13 3.2 Emotional intelligence and affective commitment 15 3.3 Emotional intelligence as a moderator 16 Research methodology 19 4.1 Procedure and sample 19 4.2 Questionnaire design 21 4.3 Measurement scale 21 4.4 Data analysis 22 Result 23 5.1 Sample profile 23 5.2 Measurement refinement 24 5.3 Measurement models: 26 5.3.1 Correlations analysis 26 5.3.2 Hierarchical regression analysis 27 5.4 Discussion 31 5.4.1 Theoretical implication 32 5.4.2 Managerial implication 33 5.5 Direction for further studies and limitations 34 5.6 Conclusion 35 References Error! Bookmark not defined.7 Appendix 37 Appendix 1: Questionnaire survey – English version 37 Appendix 2: Questionnaire survey – Vietnamese version 39 Appendix 3: Scale reliability assessment with Cronbach’s alpha (N=313) - Affective commitment scale 44 Appendix 4: Scale reliability assessment with Cronbach’s alpha (N=313) – Emotional intelligence scale 44 Appendix 5: Scale reliability assessment with Cronbach’s alpha (N=313) – Job satisfaction scale - Pay 45 Appendix 6: Scale reliability assessment with Cronbach’s alpha (N=313) – Job satisfaction scale - Promotion 46 Appendix 7: Scale reliability assessment with Cronbach’s alpha (N=313) – Job satisfaction scale - Supervisors 46 Appendix 8: Scale reliability assessment with Cronbach’s alpha (N=313) – Job satisfaction scale – Fringe benefits 47 Appendix 9: Scale reliability assessment with Cronbach’s alpha (N=313) – Job satisfaction scale – Co-workers 47 Appendix 10: Scale reliability assessment with Cronbach’s alpha (N=313) – Job satisfaction scale – Nature of work 48 Appendix 11: Scale reliability assessment with Cronbach’s alpha (N=313) – Job satisfaction scale Communication 49 Appendix 12: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study 49 Appendix 13: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study 50 Appendix 14: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study-Job satisfaction facets Pay 51 Appendix 15: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study-Job satisfaction facets Promotion 51 Appendix 16: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study-Job satisfaction facets Supervisors 52 Appendix 17: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study- Job satisfaction facets Fringe benefits 52 Appendix 18: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study- Job satisfaction facets – Operating condition 53 Appendix 19: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study- Job satisfaction facets Co-workers 53 Appendix 20: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study- Job satisfaction facets Nature of work 54 Appendix 21: Scale reliability assessment with Cronbach’s alpha (N=158) – pilot study - Job satisfaction facets Communication 54 Appendix 22: Exploratory factor analysis (EFA) - Affective commitment 55 Appendix 23: Exploratory factor analysis (EFA) - Emotional intelligence 56 Appendix 24: Exploratory factor analysis (EFA) – Job satisfaction 57 Appendix 25: Normal distribution of residuals 60 Appendix 26: Homoscedasticity test 61 Appendix 27: Hierarchical regression analysis with emotional intelligence is a moderating value 62 Figure The conceptual model 19 Figure Moderating effect of emotional intelligence on the relationship between nature of works and affective commitment……………………………………………………………………………………………….39 Table 1: Demographic statistics 22 Table 2: Cronbach’s Alpha analysis 26 Table 3: Correlations 27 Table 4: Hierarchical Regression Analysis with Emotional intelligence as a moderating variable 30 Table 5: Result Summary…………………………………………………………………………………… … 39 AFFECTIVE COMMITMENT AMONG BANK STAFFS 1 Introduction The first part of the study is devoted to emphasizing the practical and theoretical importance of studying affective commitment, job satisfaction, emotional intelligence and the relationships among them Besides, the study desires to present the interest in the topic in the context of Vietnam banking The final section is the summary of objectives which is followed by the scope of the study 1.1 Background of the study Human resource has been considered as one of the most valuable asset of any organization According to Ferrary (2015), human capital has a direct relationship to organizational performance in terms of company’s profit and targets Other studies found that maintaining a stable labour force is an optimal way to obtain effective cost management and enhance quality of service in a firm (Jago & Deery, 2002) as well as achieve sustainable economic development of a nation (Bousrih, 2013) The concept of organizational commitment has been studied by many researchers over the last three decades Diversity of factors were found to have significant relationships with organizational commitment namely: Job satisfaction, job performance, job stress, work attitude, organizational justice, tenure, gender educational level, turnover intention, etc (Mathieu & Zajac, 1990; Meyer &Allen, 1999) Affective commitment the strongest component among three commitments has received considerable attention from researchers all over the word Being considered as a representative of organizational commitment, affective commitment has demonstrated its significant role in most of the AFFECTIVE COMMITMENT AMONG BANK STAFFS relationships related to employee’s engagement (Carmeli, 2000) Understanding the associations of these factors with organizational commitment, especially affective commitment, is important for improving the employee performance and enhancing employee productivity as well In order to expand the knowledge of this issue, numerous of new approaches have been undertaken to contribute to organizational commitment literature Lately, emotional intelligence has captured the considerable attention from researchers of various fields It was explored to have a vital role in explaining variety of potential outcomes such as academic achievement, human physical and mental health, social support, overall wellbeing (Meisler, 2013) Additionally, emotional intelligence has played its special function as a mediator or a moderator which helps a wide array of studies obtain deeper insights into many relationships Clarke and Mahadi (2011) observed the linkage between leadermember exchange and a plethora of work-related outcomes, eventually they discovered that emotional intelligence – as a moderating effect, kept an important role in explaining the variation of each specific pair of constructs Emotional intelligence was also found to have significant influence on the stressor-mental health relation (Davis & Humphrey, 2012), the psychological control-behaviour problem relation (Gugliandolo et.al, 2015)or the stress-burnout relation (Görgens-Ekermans &Brand 2012) Emotional intelligence was proved to have the moderating effect on relationships between affective reactions and specific behaviours (Jorden et al., 2002) Accordingly, previous studies on the job satisfaction – organizational commitment relation have AFFECTIVE COMMITMENT AMONG BANK STAFFS provided crucial contribution to the theoretical foundation but this is not sufficient to explain the variation of employee commitment Based on the research of Jorden and others, the recent study aims to investigate whether the interaction of emotional intelligence and job satisfaction predicts affective commitment, in other words, whether the association between job satisfaction and affective commitment is stronger for individuals who have high score of emotional intelligence and weaker for ones who possesses a low level of emotional intelligence 1.2 Research problem Since joining the WTO (World Trade Organization) in 2007, Vietnam has witnessed a significant economic growth in the latest decade due to the improvement of business environment and the high volume of foreign investments Along with the achievement in economy, Vietnam banking industry has also seen an outstanding enlargement and development in terms of scale and service quality (Leung, 2009), especially in Hanoi and Ho Chi Minh City However, the increases in competition and financial innovation led to an extremely rapid expansion which resulted in banking system problems in the past few years Eventually, the project 254 called “Restructuring credit institutions system 20112015” was implemented by the Prime Minister in 2012 Accordingly, the State Bank of Vietnam has pushed banks to merge, with the goal of more than halving the number of lenders (Lane, 2016) In such an unfavourable condition, labour in this sector has experienced a considerable fluctuation with the highest average voluntary turnover rate AFFECTIVE COMMITMENT AMONG BANK STAFFS compared to other service sectors; with the latest figure in 2014 is about 15 % (Thanh, 2015) Restructuring banking sector not only causes the workforce transition among banks but also between banking and non-banking sectors, accordingly, keeping the intellectual property for organizations is a crucial strategy for maintaining a sustainable development The literature has showed that a large number of empirical findings on employee’s commitment, emotional intelligence and job satisfaction originated from Western countries, this study attempts to widen the implication to a broader scope outside the traditional samples by testing the relationships among mentioned constructs in the context of Vietnam The concept of affective commitment was studied in Vietnam services industry (Choi, Tran, & Park, 2015), the finding showed a positive relationship between inclusive leadership and employee work engagement with the mediating roles of affective commitment and employee creativity Besides, some empirical studies on job satisfaction were conducted in Vietnam in recent years: Job satisfaction was tested among marketers in Ho Chi Minh city by Nguyen and Nguyen (2011), along with job attractiveness, job satisfaction was found to be positively influenced by firm-specific marketing capital pool Job satisfaction was also examined in the association with workfamily conflict in the context of state-owned and foreign invested enterprises (Nguyen, Jin, Kiong & Fah, 2016) Whilst organizational commitment and job satisfaction have been taken into consideration in Vietnam for several recent years, little is known about Emotional intelligence in this small Southeast Asia country Over all, gaining a deeper AFFECTIVE COMMITMENT AMONG BANK STAFFS 62 Appendix 27: Hierarchical regression analysis with emotional intelligence is a moderating value Model Summary Model R R Square Adjusted R Std Error of Change Statistics Square the Estimate R Square F df1 Change Change df2 Sig F Change 908a 825 821 4.30230 825 205.594 305 000 919b 844 840 4.07031 019 36.757 304 000 933c 871 865 3.73986 027 9.014 297 000 a Predictors: (Constant), COM.CEN, PAY.CEN, NAWO.CEN, PRO.CEN, COWO.CEN, SUP.CEN, BEN.CEN b Predictors: (Constant), COM.CEN, PAY.CEN, NAWO.CEN, PRO.CEN, COWO.CEN, SUP.CEN, BEN.CEN, EI.CEN c Predictors: (Constant), COM.CEN, PAY.CEN, NAWO.CEN, PRO.CEN, COWO.CEN, SUP.CEN, BEN.CEN, EI.CEN, BEN.EI, PRO.EI, SUP.EI, NAWO.EI, PAY.EI, COWO.EI, COM.EI ANOVAa Model Sum of Squares df Mean Square F Sig Regression 26638.512 3805.502 205.594 000b Residual 5645.475 305 18.510 Total 32283.987 312 Regression 27247.480 3405.935 205.580 000c Residual 5036.507 304 16.567 Total 32283.987 312 Regression 28129.982 15 1875.332 134.081 000d Residual 4154.005 297 13.987 Total 32283.987 312 a Dependent Variable: AC b Predictors: (Constant), COM.CEN, PAY.CEN, NAWO.CEN, PRO.CEN, COWO.CEN, SUP.CEN, BEN.CEN AFFECTIVE COMMITMENT AMONG BANK STAFFS 63 c Predictors: (Constant), COM.CEN, PAY.CEN, NAWO.CEN, PRO.CEN, COWO.CEN, SUP.CEN, BEN.CEN, EI.CEN d Predictors: (Constant), COM.CEN, PAY.CEN, NAWO.CEN, PRO.CEN, COWO.CEN, SUP.CEN, BEN.CEN, EI.CEN, BEN.EI, PRO.EI, SUP.EI, NAWO.EI, PAY.EI, COWO.EI, COM.EI Coefficientsa Model Unstandardized Coefficients Standardized t Coefficients Sig Collinearity Statistics B Std Error Beta (Constant) 34.006 243 PAY.CEN 409 061 189 6.695 000 722 1.384 PRO.CEN 429 054 241 7.977 000 630 1.587 SUP.CEN 633 068 300 9.322 000 552 1.812 BEN.CEN 288 078 128 3.698 000 480 2.081 COWO.CEN 299 063 146 4.728 000 603 1.658 NAWO.CEN 304 074 118 4.080 000 683 1.465 COM.CEN 256 062 134 4.102 000 541 1.847 (Constant) 34.006 230 PAY.CEN 431 058 199 7.438 000 720 1.390 PRO.CEN 359 052 202 6.897 000 600 1.668 SUP.CEN 471 069 224 6.779 000 471 2.123 BEN.CEN 313 074 139 4.238 000 479 2.088 COWO.CEN 255 060 125 4.241 000 595 1.682 NAWO.CEN 314 070 122 4.454 000 682 1.466 COM.CEN 217 059 113 3.658 000 535 1.869 EI.CEN 130 021 179 6.063 000 591 1.692 (Constant) 33.486 262 PAY.CEN 336 055 155 6.060 000 664 1.506 PRO.CEN 373 049 210 7.666 000 580 1.724 Tolerance VIF 139.840 000 147.810 000 127.990 000 AFFECTIVE COMMITMENT AMONG BANK STAFFS 64 SUP.CEN 433 067 206 6.473 000 428 2.334 BEN.CEN 328 078 145 4.197 000 361 2.772 COWO.CEN 248 059 121 4.234 000 529 1.889 NAWO.CEN 468 079 182 5.916 000 457 2.188 COM.CEN 192 063 100 3.074 002 406 2.460 EI.CEN 152 021 210 7.290 000 522 1.915 PAY.EI -.006 005 -.031 -1.061 289 509 1.966 PRO.EI -.001 003 -.010 -.388 698 609 1.641 SUP.EI 021 004 142 4.775 000 493 2.029 BEN.EI -.006 006 -.034 -.928 354 324 3.086 COWO.EI 010 004 067 2.301 022 504 1.985 NAWO.EI -.022 005 -.131 -4.614 000 537 1.861 COM.EI -.001 005 -.006 -.170 865 330 3.032 Dependent Variable: AC 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in the relationship between job satisfaction facets and. .. interaction between job satisfaction facets and emotional intelligence revealed whether emotional intelligence acted as a mixed moderator in the job satisfactionaffective commitment association,... job satisfaction s facets and affective commitment (2) The relationship between emotional intelligence and affective commitment (3) The impact of emotional intelligence on the relationships between