LI CAM OAN

Ti xin cam oan s liu v kt qu nghin cu trong lun vn ny l trung

thc v cha h c s dng bo v mt hc v no. Mi s gip cho vic
thc hin lun vn ny c cm n v cc thng tin trch dn trong lun vn
c ch r ngun gc r rng v c php cng b.

Hu, ngy 31 thng 07 nm 2014

Hc vin thc hin

L Hng Thc Anh

i
 Li cm n!
lun vn ny t kt qu tt p, ti nhn c s
h tr, gip ca nhiu c quan, t chc, c nhn. Vi tnh
cm su sc, chn thnh, cho php ti c by t lng bit
n su sc n tt c cc c nhn v c quan to iu kin
gip trong qu trnh hc tp v nghin cu ti.
Trc ht ti xin gi ti cc thy c khoa Qun tr kinh
doanh trng i hc Kinh t Hu li cho trn trng, li chc
sc khe v li cm n su sc. Vi s quan tm, dy d, ch bo
tn tnh chu o ca thy c, n nay ti c th hon thnh
lun vn, ti: nh gi s hi lng v cng vic ca
nhn vin ti Khch sn Xanh Hu.
c bit ti xin gi li cm n chn thnh nht ti thy
gio PGS. TS. Nguyn Khc Hon quan tm gip ,
hng dn ti hon thnh tt lun vn ny trong thi gian
qua.
Ti xin by t lng bit n n lnh o Trng i hc
Kinh t Hu, Phng KHCN-HTQT-TSH, cc Khoa Phng ban
chc nng trc tip v gin tip gip ti trong sut qu
trnh hc tp v nghin cu ti.
Khng th khng nhc ti s ch o ca Ban lnh o
khch sn cng s gip nhit tnh ca cc anh ch Phng
t chc hnh chnh, to iu kin thun li nht cho ti
trong sut thi gian thc tp ti Khch sn Xanh Hu.
Vi iu kin thi gian cng nh kinh nghim cn hn
ch ca mt hc vin, lun vn ny khng th trnh c
nhng thiu st. Ti rt mong nhn c s ch bo, ng gp
kin ca cc thy c ti c iu kin b sung, nng cao
thc ca mnh, phc v tt hn cng tc thc t sau ny.

ii
Xin chn thnh cm n!
Hu, thng 7 nm 2014
Hc vin
L
Hng Thc Anh

iii
 TM LC LUN VN
H v tn hc vin : L HNG THC ANH
Chuyn ngnh : Qun tr kinh doanh Nin khoa: 2012 - 2014
Ngi hng dn khoa hc : PGS.TS.NGUYN KHC HON
Tn ti: NH GI S HI LNG V CNG VIC CA NHN VIN
TI KHCH SN XANH HU
1.Tnh cp thit cua ti
Ngun nhn lc chnh l ti sn v gi cua cc doanh nghip, no quyt nh
thnh bi hay v th cnh tranh cua doanh nghip trn thng trng. c bit i
vi ngnh ngh dch v v khch sn, nhn vin cung cp dch v v s tng tc
gia nhn vin vi khch hng l yu t quan trng trc tip nh hng n cht
lng sn phm dch v v s hi lng cua khch hng. T thc t o, ti quyt
nh chn ti nh gi s hi lng v cng vic cua nhn vin ti Khch sn
Xanh Hu.
2. Phng php nghin cu
Trn c s nghin cu cc vn l lun v thc tin v s hi lng trong cng
vic, lun vn s dng cc phng php c th l: phng php tho lun, phng
php iu tra v x l s liu (thng k m t v kim nh, phn tch nhn t khm
ph EFA, phn tch nhn t khng nh CFA, m hnh cu trc tuyn tnh SEM)
3. Kt qu nghin cu v nhng ong gop khoa hc cua lu n vn
- Lun vn h thng ho nhng vn l lun v thc tin v s hi lng
trong cng vic cua nhn vin.
- T cc s liu thu thp thng qua qu trnh iu tra phng vn o lng
c mc hi lng v cng vic cua nhn vin ti khch sn Xanh Hu, vi ba
kha cnh nh hng n s hi lng cng vic bao gm: Tin lng v phc li,
mi trng lm vic v c hi o to lm vic.
- Trn c s o, lun vn xut c 3 nhom gii php c bn, trong
mi nhom ch ra cc gii php c th mang tnh kh thi cao nhm nng cao s
hi lng cng vic cho nhn vin trong giai on 2014 -2018, ng thi a ra mt
s xut, kin ngh vi cc c quan co lin quan.

iv
 DANH MC CC T VIT TT

CBCNV : Cn b cng nhn vin

C : Cao ng
CPDL : C phn Du lch
H : i hc
HQT : Hi ng qun tr
L : Lao ng
LGT : Lao ng gin tip
LPT : Lao ng ph thng
LTT : Lao ng trc tip
TC : Trung cp
TP : Thnh ph
TTH : Tha Thin Hu

v
 DANH MC CC BNG BIU
Trang
Bng 1.1: Cc yu t trong bc thang nhu cu Maslow.......................................... 11
Bng 1.2: Thuyt hai nhn t cua Herzberg............................................................ 12
Bng 1.3: S lng lao ng du lch cua mt s a phng vng duyn hi min
Trung, 2006 - 2010................................................................................................. 32
Bng 2.1: Tnh hnh lao ng cua Cng ty CPDL Xanh Hu giai on 3 nm 2011-
2013........................................................................................................................ 43
Bng 2.2: C cu lao ng theo b phn ti Cng ty CPDL Xanh Hu tnh n
thng 2 nm 2014................................................................................................... 44
Bng 2.3: Kt qu hot ng kinh doanh cua Cng ty CPDL Xanh Hu giai on
2011-2013............................................................................................................... 48
Bng 2.4: c im i tng nghin cu............................................................. 49
Bng 2.5 : Kim nh KMO................................................................................... 53
Bng 2.6: Kt qu EFA cho thang o nhn t thnh phn cua s hi lng cng vic. .
................................................................................................................................ 56
Bng 2.7: Kim nh KMO i vi s hi lng...................................................... 59
Bng 2.8: Kt qu EFA cua thang o s hi lng cng vic................................... 59
Bng 2.9: H s Cronbach alpha............................................................................ 60
Bng 2.10: Cc ch s nh gi s ph hp cua m hnh vi d liu nghin cu... 62
Bng 2.11: tin cy tng hp v tng phng sai rt trch cc nhn t.............. 63
Bng 2.12: Cc h s cha chun hoa v chun hoa.......................................... 64
Bng 2.13: nh gi gi tr phn bit..................................................................... 65
Bng 2.14: Tng phng sai rt trch (AVE) cua cc nhn t................................ 65
Bng 2.15: Ma trn tng quan gia cc khi nim............................................... 65
Bng 2.16: Kt qu phn tch m hnh cu trc tuyn tnh SEM ln 1................... 69
Bng 2.17: Kt qu phn tch m hnh cu trc tuyn tnh SEM ln 2................... 69
Bng 2.18 : Cc trng s hi quy chun hoa...................................................... 71
Bng 2.19: Cc trng s cha chun hoa phn tch Bootstrap................................ 73

vi
Bng 2.20 : nh gi trung bnh v mc hi lng cua nhn vin v yu t tin
lng v phc li.................................................................................................... 74
Bng 2.21: nh gi trung bnh v mc hi lng cua nhn vin v yu t mi
trng lm vic....................................................................................................... 76
Bng 2.22: nh gi trung bnh v mc hi lng cua nhn vin v yu t c hi
o to v lm vic................................................................................................. 78
Bng 2.23: nh gi trung bnh v mc hi lng chung cua nhn vin............. 79
Bng 2.24: Kim nh s ng nht phng sai cua cc nhom nhn vin theo tui.... 80
Bng 2.25: Kim nh Anova v s hi lng theo tui...................................... 80
Bng 2.26: Phn tch su Anova theo nhom tui.................................................... 81
Bng 2.27: Kim nh s ng nht phng sai cua cc nhom nhn vin theo thi
gian lm vic.......................................................................................................... 82
Bng 2.28: Kim nh Anova v s hi lng theo thi gian lm vic..................... 82
Bng 2.29: Phn tch su Anova theo nhom thi gian lm vic.............................. 83
Bng 2.30: Kim nh s ng nht phng sai cua cc nhom nhn vin.............. 84
theo thu nhp.......................................................................................................... 84
Bng 2.31: Kim nh Anova v s hi lng theo thu nhp.................................... 84
Bng 2.32: Phn tch su Anova theo nhom thi gian lm vic.............................. 85

vii
 DANH MC CC HNH V
Trang
Hnh 1.1: Quy trnh nghin cu................................................................................ 5
Hnh 1.2: M hnh k vng cua Victor Vroom (1964)............................................ 13
Hnh 1.3 M hnh nghin cu ngh................................................................. 20
Hnh 1.4: Lng khch quc t n Vit Nam 2 thng u nm 2014.................... 23
Hnh 2.1: S c cu t chc Cng ty CPDL Xanh Hu..................................... 38
Hnh 2.2: T l nhn vin theo tui................................................................... 51
Hnh 2.3: T l nhn vin theo thi gian lm vic.................................................. 51
Hnh 2.4: T l nhn vin theo thu nhp................................................................. 52
Hnh 2.5: M hnh phn tch nhn t khng nh CFA.......................................... 66
Hnh 2.6: Kt qu phn tch m hnh cu trc tuyn tnh SEM ln 1...................... 68
Hnh 2.7: Kt qu phn tch m hnh cu trc tuyn tnh SEM ln 2...................... 70
Hnh 2.8: M hnh cc nhn t nh hng n s hi lng cng vic.................... 74

viii
 MC LC
Trang
Li cam oan............................................................................................................i
Li cm n...............................................................................................................ii
Tm tt lun vn....................................................................................................iii
Danh mc cc ch vit tt......................................................................................iv
Danh mc cc bng biu.........................................................................................v
Danh mc cc s , th, hnh v.....................................................................vii
Mc lc.................................................................................................................. viii
PHN I: T VN ......................................................................................... 1
1. L do chn ti ...............................................................................................1
2.Mc tiu nghin cu........................................................................................... 3
3.i tng v phm vi nghin cu...................................................................... 3
4.Phng php nghin cu.................................................................................... 4
PHN II: NI DUNG NGHIN CU................................................................. 9
CHNG 1: NHNG VN L LUN V THC TIN V S HI
LNG TRONG CNG VIC............................................................................... 9
1.1. C s l lun.................................................................................................. 9
1.1.1. S hi lng cua ngi lao ng i vi cng vic................................... 9
1.1.2. L thuyt v s hi lng cng vic......................................................... 10
1.1.2.1. Thuyt nhu cu ca Maslow............................................................. 10
1.1.2.2. Thuyt hai nhn t Herzberg............................................................ 11
1.1.2.4. Thuyt k vng ca Victor Vroom..................................................... 13
1.1.2.5. Quan im ca Hackman v Oldman............................................... 14
1.1.3. Cc nghin cu co lin quan n s hi lng cua nhn vin.................. 15
1.1.3.1. Mt s cng trnh nghin cu nc ngoi..................................... 15
1.1.3.2. Mt s cng trnh nghin cu trong nc......................................... 18
1.1.4. M hnh nghin cu v cc gi thuyt.................................................... 20
1.1.4.1. M hnh nghin cu.......................................................................... 20

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 1.1.4.2 Mi quan h gia s hi lng vi cc thnh phn cng vic v mc
hi lng chung.......................................................................................... 21
1.2. C s thc tin............................................................................................. 21
1.2.1. Thc trng du lch ti Vit Nam............................................................. 21
1.2.2. Thc trng du lch trn a bn thnh ph Hu...................................... 24
1.2.3. Tnh hnh kinh doanh khch sn trn a bn thnh ph Hu................. 26
1.2.4. Thc trng ngun nhn lc du lch Vit Nam..................................... 28
1.2.5. Thc trng ngun nhn lc du lch trn a bn thnh ph Hu............. 32
1.2.6. ngha cua vic nghin cu s hi lng v cng vic cua nhn vin.... 34
CHNG II: CC YU T NH HNG V MC HI LNG V
CNG VIC CA NHN VIN TI KHCH SN XANH HU.................. 35
2.1. Tng quan v Cng ty C phn du lch Xanh Hu....................................... 35
2.1.1. Qu trnh hnh thnh v pht trin ..........................................................35
2.1.2 c im hot ng kinh doanh.............................................................. 36
2.1.3. B my qun l Cng ty C phn du lch Xanh Hu............................. 38
2.1.3.1. S c cu t chc........................................................................ 38
2.1.3.2 Chc nng v nhim v cc phng ban............................................. 39
2.1.4. Tnh hnh ngun lc cua Cng ty C phn du lch Xanh Hu................ 41
2.1.5. Thc trng v cc yu t nh hng n s hi lng v cng vic cua
nhn vin ti Khch sn Xanh Hu.................................................................. 45
2.1.6. Kt qu hot ng kinh doanh cua Cng ty CPDL Xanh Hu giai on
2011-2013........................................................................................................ 48
2.2. Cc yu t nh hng v mc hi lng v cng vic cua nhn vin ti
Khch sn Xanh Hu........................................................................................... 49
2.2.1. c im i tng nghin cu............................................................. 49
2.2.2. nh gi mc hi lng v cng vic cua nhn vin ti Khch sn
Xanh Hu......................................................................................................... 53
2.2.2.1. Phn tch nhn t khm ph EFA..................................................... 53
2.2.2.2. Phn tch nhn t khng nh CFA................................................... 62

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 2.2.2.3. M hnh phng trnh cu trc tuyn tnh SEM............................... 67
2.2.2.4. c lng m hnh bng Bootstrap................................................. 73
2.2.2.5. M hnh cc nhn t nh hng n s hi lng v cng vic ca
nhn vin....................................................................................................... 73
2.2.2.6. Kt qu nh gi trung bnh v mc hi lng ca nhn vin v yu
t tin lng v phc li................................................................................ 74
2.2.2.7. Kt qu nh gi trung bnh v mc hi lng ca nhn vin v yu
t mi trng lm vic.................................................................................. 76
2.2.2.8. Kt qu nh gi trung bnh v mc hi lng ca nhn vin v yu
t c hi o to v lm vic......................................................................... 78
2.2.2.9. Kt qu nh gi trung bnh v mc hi lng chung ca nhn vin
....................................................................................................................... 79
2.2.2.10. Kim nh s khc nhau v gi tr trung trnh ca s hi lng theo
tui ca nhn vin.................................................................................... 80
2.2.2.11. Kim nh s khc nhau v gi tr trung trnh ca s hi lng theo
thi gian lm vic ca nhn vin................................................................... 82
2.2.2.12. Kim nh s khc nhau v gi tr trung trnh ca s hi lng theo
thu nhp hin ti ca nhn vin..................................................................... 84
2.2.2.13. Nhn xt chung............................................................................... 86
CHNG III: NH HNG V GII PHP NHM NNG CAO S HI
LNG V CNG VIC CA NHN VIN TI KHCH SN XANH HU 88
3.1. nh hng.................................................................................................. 88
3.1.1. nh hng chung................................................................................. 88
3.1.2. nh hng c th.................................................................................. 89
3.2. Cc gii php xut................................................................................... 90
3.2.1. Gii php v tin lng v phc li....................................................... 90
3.2.2. Gii php v mi trng lm vic.......................................................... 91
3.2.3. Gii php v c hi o to v lm vic................................................. 93
3.2.4. Mt s gii php khc............................................................................ 95
PHN III: KT LUN V KIN NGH......................................................... 100
1. Kt lun......................................................................................................... 100
2. Kin ngh....................................................................................................... 102
3. Hn ch cua ti v xut cho nhng nghin cu tip theo..................... 104

xi
PHN I: T VN

1. L do chn ti
Bc sang th k XXI, xu hng ton cu ho ngy cng din ra mnh m,
phn cng lao ng ngy cng su sc v hu ht cc quc gia u m ca nn kinh
t tn dng trit hiu qu li th so snh cua nc mnh. Khng nm ngoi xu
th o, Vit Nam ang trong giai on u cua qu trnh thc hin chnh sch m
ca nn kinh t, ko theo s pht trin v tng trng cua ngnh dch v. Bn cnh
o, khi m i sng ngy cng c nng cao th nhu cu cua con ngi v mt
cuc sng hin i, thoi mi cng ngy mt tng. Ngoi vic chi tiu thu nhp cho
nhng nhu cu thit yu, ngi dn cn chi tiu cho nhng nhu cu cao hn nh du
lch, gii tr.v.v.. Trong 9 thng u nm nay ti Vit Nam c t khong 5,5 triu
lt khch du lch quc t, tng 9,9% v 26 triu lt khch du lch ni a tng
khong 10% so vi cng k nm trc. Doanh thu trong thi gian ny cua ngnh du
lch c t khong 110 t ng, tng khong 10%. S pht trin cua ngnh du lch
cng vi s gia tng nhanh chong cua lng khch du lch to ra ngun cung rt
ln cho cc khch sn. Xut pht t iu ny, ngnh kinh doanh khch sn hin nay
ngy cng pht trin a ng v khng ngng nng cao cht lng nhm p ng
nhu cu cua khch hng.
Trong cuc kho st gn y c thc hin bi CareerBuilder mt website
vic lm hng u th gii ch ra rng s bt mn ang tng ln trong gii lm
cng: c 4 ngi th co 1 ngi ang cm thy chn nn vi vic lm cua mnh, v
s ngi chn nn nh vy tng trung bnh 20% trong 2 nm gn y. Nhiu nghin
cu cho thy co ti 87% ngi M khng yu thch cng vic cua mnh
(Forbes,2005). Trang web zhaopin.com tin hnh cuc kho st mang tn cng
vic hnh phc ti 12 thnh ph, trong o co Thng Hi, Nam Kinh, Hng Chu
v Qung Chu. Kt qu cho thy 62.28% ngi lao ng trung Quc cng khng
cm thy hi lng vi cng vic cua mnh. Trc nhng con s thng k ng bo
ng nh vy, ta d dng nhn ra rng lc lng lao ng ang l thch thc khng

1
ch i vi bn thn mi doanh nghip m l c nn kinh t, khng ch Vit Nam
m cn trn ton th gii. V chng ta hiu rng ngun nhn lc chnh l ti sn v
gi cua cc doanh nghip, no quyt nh thnh bi hay v th cnh tranh cua doanh
nghip trn thng trng.
Thnh ph Hu hin nay ang trong xu hng pht trin v phn u l thnh
ph du lch quc gia. Cng vi s gia tng nhanh chong cua lng khch du lch l
s ra i v cnh tranh cua rt nhiu khch sn ln nh khc nhau. Ngoi cc khch
sn tn ti th trng Hu kh lu nh Si Gn Morin, La Resident, khch sn
Xanh, Hng Giang cn co s tham gia cua nhiu khch sn mi nh Mng
Thanh, Midtown, Moonlightv v s nhng khch sn nh khc dn n s cnh
tranh ngy cng gay gt. c bit i vi ngnh ngh dch v noi chung v kinh
doanh khch sn noi ring, vi c im sn xut v tiu th cng mt thi im,
nhn vin cung cp dch v v s tng tc gia nhn vin vi khch hng nhn
dch v l yu t quan trng trc tip nh hng n cht lng sn phm dch v
v s hi lng cua khch hng. Do o tc ng ln n vic kinh doanh v nng
lc cnh tranh cua doanh nghip.
Nh vy, mt nghin cu nhm nh lng r rng mc hi lng v cng
vic v cc yu t nh hng n s hi lng cng vic cua nhn vin s co ngha
quan trng trong vic gip cng ty ci thin nhng phng din m nhn vin cha
hi lng v cng vic, iu chnh chnh sch qun tr ngun nhn lc hin co. V
mt khi nhn vin hi lng vi cng vic cua mnh iu ny gip h lun bn b
phn u hon thnh cng vic ngy mt tt hn, lun tin tng v trung thnh
vi cng ty mnh ang phc v. T o, hiu sut v hiu qu gii quyt cng vic
cua nhn vin s cao hn, gip cng ty khng ch tn ti m cn pht trin trong
mi trng kinh t canh tranh khc nghit nh hin nay.
Xut pht t thc t o, cng vi nhng kin thc c trang b ti nh
trng, kt hp vi qu trnh thc tp ti Khch sn Xanh Hu, ti xin mnh dn
chn ti nh gi s hi lng v cng vic ca nhn vin ti Khch sn
Xanh Hu lm lun vn tt nghip cua mnh.

2
2.Mc tiu nghin cu
2.1. Mc tiu chung
Trn c s h thng hoa cc vn l lun v thc tin v s hi lng trong
cng vic, ti tin hnh tm hiu, nghin cu v o lng mc hi lng v
cng vic cua nhn vin ti khch sn Xanh Hu. T o xut cc gii php nhm
nng cao s hi lng trong cng vic cua nhn vin, gip khch sn nm bt, ci
thin nhng mt m nhn vin cha hi lng v cng vic v iu chnh chnh sch
qun tr ngun nhn lc hin co.
2.2. Mc tiu c th
- H thng hoa nhng vn l lun v thc tin v hi lng cng vic.
- Khm ph cc yu t hi lng cng vic cua nhn vin ti khch sn Xanh Hu
- o lng mc hi lng cng vic cua nhn vin ti khch sn Xanh Hu
- xut, kin ngh cc gii php nhm nng cao s hi lng cng vic cho
nhn vin ti khch sn Xanh Hu
3.i tng v phm vi nghin cu
3.1. i tng nghin cu
S hi lng v cng vic cua nhn vin ti Khch sn Xanh Hu
3.2. i tng kho st
Tng th i tng kho st l nhng nhn vin lao ng trc tip ti Khch
sn Xanh Hu, h l b phn trc tip to ra sn phm dch v cua khch sn.
3.3. Phm vi nghin cu
- Phm vi khng gian: Nghin cu c thc hin ti Khch sn xanh Hu -
S 2 L Li Thnh ph Hu
- Phm vi thi gian: t ngy 01/01 n ngy 30/06 nm 2014. ti s dng
s liu th cp nm 2011 - 2013 t cc phng ban cua Khch sn xanh Hu
S liu s cp c thu thp t phiu iu tra nhn vin vo thng 3-4/2014.
Gii php xut c p dng cho giai on 2014 2018.
- Phm vi ni dung: Nghin cu, gii quyt cc vn l lun v thc tin v
cc yu t hi lng trong cng vic cua nhn vin

3
4.Phng php nghin cu
4.1. Thit k nghin cu
4.1.1. Nghin cu nh tnh
- Tho lun
Phng php nghin cu nh tnh c s dng trong giai on nghin cu
khm ph: Nghin cu cc ti liu th cp v tho lun mt s nhn vin ti Khch
sn Xanh Hu khm ph, iu chnh, b sung cc bin quan st, xy dng thang
o s b v s hi lng cua nhn vin i vi t chc. Phng php ny thc hin
thng qua vic tin hnh tham kho kin cua nhng ngi co chuyn mn nh
ging vin hng dn, trng phng nhn s cua khch sn,
- Thit k bng hi
+ Phn I: Bng hi c thc hin trn c s thang o la chn v tho
lun nhom v mc hi lng cua nhn vin vi cng vic. Ni dung v cc bin
quan st trong cc thnh phn c hiu chnh cho ph hp. Mt thang o Likert 5
im c dng sp xp t nh n ln l cng ng vi pht biu (1: rt
khng ng , 2: khng ng , 3: bnh thng, 4: ng , 5: rt ng ).
+ Phn II: L cc thng tin c nhn nhm phn loi i tng phng vn nh
gii tnh, tui, thi gian lm vic ti khch sn, b phn lm vic, trnh , thu
nhp hin ti.
4.1.2. Nghin cu nh lng
Nghin cu nh lng c thc hin thng qua phng php phng vn trc
tip cc nhn vin ti Khch sn Xanh Hu. Cc bc thc hin:
- Thit k bng hi, iu tra th v tin hnh iu chnh bng cu hi sao cho
tht r rng nhm thu c kt qu co th t c mc tiu nghin cu.
- Phng vn chnh thc: dng k thut phng vn trc tip, ngi phng vn
gii thch ni dung bng hi ngi tr li hiu cu hi v tr li chnh xc theo
nhng nh gi cua h.

4
 4.2. Quy trnh nghin cu

Nghin cu nh tnh:
C s l Thang
thuyt o nhp Tho lun
- Phng vn th

Nghin cu nh Thang o
lng chnh thc iu chnh

- Loi cc bin co trng s EFA nh hn 0.5

Phn tch nhn t
khm ph EFA - Kim tra yu t trch c.

- Loi cc bin co h s tng quan bin

Cronbachs Alpha tng nh hn 0.3

Phn tch nhn

t khng nh
CFA

- Kim tra h s alpha, loi b thnh

phn co h s alpha nh hn 0.6
M hnh cu trc
tuyn tnh SEM - Kim tra phng sai trch c.

Hnh 1.1: Quy trnh nghin cu

4.3. Phng php thu thp d liu
4.3.1. D liu th cp
D liu th cp c ly t nhiu ngun khc nhau.
- Thu thp cc thng tin, s liu lin quan n Khch sn Xanh Hu nh doanh
thu, lao ng, kt qu hot ng kinh doanh t cc phng ban cua khch sn.

5
 - Mt s cng trnh nghin cu v lun vn tt nghip i hc, cao hc.
- Cc gio trnh Qun tr ngun nhn lc ly c s l thuyt cho ti
nghin cu.
- Ngoi ra, cn thu thp thng tin lin quan n ti nghin cu t Internet.
4.3.2. D liu s cp
i vi d liu s cp, th y l loi d liu c thu thp bng bng hi
thng qua vic phng vn trc tip nhn vin v c s dng tin hnh cc
phn tch cn thit nhm tr li cho cc cu hi nghin cu.
4.4. Thit k mu Chn mu
4.4.1. Xc nh kch c mu
Theo Nguyn nh Th v Nguyn Th Mai Trang, c mu dng trong phn
tch nhn t bng t nht 4 n 5 ln s bin quan st kt qu iu tra l co
ngha. Nh vy, vi s lng 36 bin quan st trong thit k iu tra th cn phi
m bo co t nht 180 quan st trong mu iu tra.
Bn cnh o, s lng lao ng trc tip ti khch sn Xanh Hu l 195
ngi. m bo s lng v cht lng bng hi, tc gi quyt nh tin hnh
iu tra tng th vi c mu l 195 ngi.
4.4.2. Phng php chn mu
Tin hnh iu tra tng th nghin cu 195 nhn vin lao ng trc tip ti
khch sn Xanh Hu
4.5. Phng php phn tch s liu
Thc hin nghin cu cc vn , hin tng khng phi trng thi tnh m
trng thi ng, c nhn nhn trong mt th thng nht, co quan h tc ng
qua li v rng buc nhau ch khng n l v bit lp. Cc s vt khng ch xem
xt trong thi im c nh m l mt chui thi gian nht nh rt ra nhng
nhn xt co tnh khch quan.
Sau khi thu thp xong d liu t nhn vin, tin hnh kim tra v loi i nhng
bng hi khng t yu cu. Tip theo l m hoa d liu, nhp d liu, lm sch d
liu. Sau o tin hnh phn tch d liu vi phn mm SPSS 17.0, Amos 16 v
Excel vi cc phng php sau:

6
 * Phn tch tin cy (h s Cronbach Alpha) xem kt qu nhn c ng
tin cy mc no. tin cy t yu cu: >=0,8. Tuy nhin, theo Hong Trng
v cc ng nghip-2005 th Cronbach Alpha t 0,6 tr ln cng co th s dng
c trong trng hp khi nim ang nghin cu l mi hoc mi i vi ngi
c phng vn trong bi cnh nghin cu (trng hp cua ti- nghin cu
khm ph) nn khi kim nh s ly chun Cronbach Alpha >=0,6.
* Phn tch nhn t khm ph: c s dng rt gn tp nhiu bin quan
st ph thuc ln nhau thnh mt tp bin t hn chng co ngha hn nhng
vn cha ng hu ht thng tin cua tp bin ban u (Hair v cc tc gi, 1998).
S lng nhn t: c xc nh da trn ch s Eigenvalue i din cho phn
bin thin c gii thch bi mi nhn t. Theo tiu chun Kaiser th nhng nhn
t co Eigenvalue nh hn 1 s b loi khi m hnh nghin cu.
Phng php trch h s c s dng trong nghin cu ny l Pricipal Axis
Factoring vi php xoay Varimax. Phng php Principal Axis Factoring s cho ta
s lng nhn t l t nht gii thch phng sai chung cua tp hp bin quan st
trong s tc ng qua li gia chng.
*Phn tch nhn t khng nh CFA
Trong kim nh thang o, phng php CFA trong phn tch m hnh cu trc
tuyn tnh co nhiu u im hn so vi phng php truyn thng nh phng
php h s tng quan, phng php phn tch nhn t khm ph EFA, phng
php a phng php-a khi nim MTMM,vv.(Bagozzi & Foxall 1996). L do l
CFA cho php chng ta kim nh cu trc l thuyt cua cc thang o lng nh
mi quan h gia mt khi nim nghin cu vi cc khi nim khc m khng b
chch do sai s o lng (Steenkamp & van trijp 1991). Hn na, chng ta co th
kim nh gi tr hi t v gi tr phn bit cua thang o m khng cn dng nhiu
nghin cu nh trong phng php truyn thng MTMM.
*M hnh cu trc tuyn tnh SEM
Trong kim nh gi thit v m hnh nghin cu, m hnh cu trc tuyn tnh
SEM co nhiu u im hn cc phng php phn tch a bin truyn thng nh
hi quy bi, hi quy a bin v no co th tnh c sai s o lng. Hn na,

7
phng php ny cho php chng ta kt hp c cc khi nim tim n vi o
lng cua ta v co th xem xt cc o lng c lp tng phn hay kt hp chung
vi m hnh l thuyt cng mt lc.
* Phn tch thng k m t (Descriptive Statistics) v kim nh (One sample
T-test, One-way Anova): S dng x l cc d liu v thng tin thu thp c
nhm m bo tnh chnh xc v t o, co th a ra cc kt lun co tnh khoa hc
v tin cy cao v vn nghin cu.

8
 PHN II: NI DUNG NGHIN CU
CHNG 1: NHNG VN L LUN V THC TIN V S
HI LNG TRONG CNG VIC

1.1. C s l lun
1.1.1. S hi lng ca ngi lao ng i vi cng vic
Co rt nhiu nghin cu o lng v s hi lng v cc yu t nh hng n
s hi lng cua ngi lao ng to ni lm vic. S hi lng ny c nh ngha
v o lng theo hai kha cnh: Hi lng chung i vi cng vic v hi lng theo
cc yu t thnh phn cua cng vic.
- Mc hi lng chung i vi cng vic
Ellickson v Logsdon (2002) cho rng s hi lng cng vic l mc ngi
nhn vin yu thch cng vic cua h, o l thi da trn nhn thc cua ngi
nhn vin (tch cc hay tiu cc) v cng vic hoc mi trng lm vic cua h.
Theo Quinn & Staines (1979), hi lng cng vic l phn ng tch cc i vi
cng vic.
Theo Kreitner & Kinicki (2007), s hi lng cng vic chu yu phn nh mc
mt c nhn yu thch cng vic cua mnh, o chnh l tnh cm hay cm xc cua
ngi nhn vin o i vi cng vic.
- Mc hi lng vi cc thnh phn cng vic
Luddy (2005) cho rng s hi lng cng vic l phn ng v mt tnh cm v cm
xc i vi cc kha cnh khc nhau cua cng vic. Luddy nhn mnh cc nguyn nhn
cua s hi lng cng vic bao gm: V tr cng vic, s gim st cua cp trn, mi quan
h vi ng nghip, ni dung cng vic, s i ng v cc phn thng gm: Thng
tin, iu kin vt cht cua mi trng lm vic, c cu cua t chc.
Theo Smith, Kendal v Hulin (1969), mc hi lng vi cc thnh phn hay
kha cnh cua cng vic l thi nh hng v ghi nhn cua nhn vin v cc kha
cnh khc nhau trong cng vic (bn cht cng vic, c hi o to v thng tin,
lnh o, ng nghip, tin lng) cua h.

9
 Mc d co nhiu nh ngha khc nhau v s hi lng cng vic, nhng nhn
chung s hi lng cng vic c nh ngha theo hai kha cnh l s hi lng
chung trong cng vic v s hi lng cua ngi lao ng khi lm vic thch th,
thoi mi i vi cc kha cnh cng vic cua mnh. V th nghin cu ny chn c
hai cch tip cn nghin cu s hi lng cng vic.
1.1.2. L thuyt v s hi lng cng vic
1.1.2.1. Thuyt nhu cu ca Maslow
Maslow cho rng hnh vi con ngi bt ngun t nhu cu v nhng nhu cu
cua con ngi c sp xp theo th t u tin t thp ti cao. Theo tm quan
trng, cp bc nhu cu c sp xp thnh nm bc sau:
- Nhu cu sinh l: y l nhu cu c bn v thp nht trong cc nhu cu cua
con ngi. No bao gm cc nhu cu nh: thc n, nc ung v qun o
- Nhu cu an ton: sinh tn, hnh vi cua con ngi tt yu phi xy dng
trn c s nhu cu an ton. Ni dung nhu cu an ton c bn nht l an ton sinh
mnh. Nhng ni dung cn li l an ton lao ng, an ton mi trng, an ton kinh
t, an ton ngh nghip, an ton v i li, an ton nhn s, an ton sc kho v an
ton tm l
- Nhu cu x hi (nhu cu giao tip): Ni dung cua no phong ph, t nh, k
diu v phc tp hn hai nhu cu trc. No thng ty theo tnh cch, cnh ng,
trnh vn ho, c im dn tc, c im khu vc, chnh tr, tn ngng v cc
quc gia khc nhau m co u cc loi hnh thi, mun mu mun v. Nhu cu giao
tip gm co cc vn tm l nh: c d lun x hi tha nhn, s gn gi thn
cn, tn thng, ung h, v.v
- Nhu cu c tn trng: Nhu cu c tn trng chia lm hai loi: lng t
trng v c ngi khc tn trng. Lng t trng bao gm nguyn vng: mong
ginh c lng tin, co nng lc, co bn lnh, co thnh tch, c lp, hiu bit, t
tin, t do, t trng thnh, t biu hin v t hon thin. V bn cht m noi o l
s tm kim tnh cm t an ui hoc t bo v mnh.

10
 - Nhu cu c ngi khc tn trng bao gm: Kht vng ginh c uy tn,
c tha nhn, c tip nhn, c quan tm, co a v, co danh d, c bit
n v.vUy tn l mt loi sc mnh v hnh c ngi khc tha nhn. Vinh d
l s nh gi kh cao cua x hi i vi mnh. Tn trng l c ngi khc coi
trng, ngng m.
- Nhu cu t khng nh (nhu cu v thnh tch): Mc ch cui cng
cua con ngi l t hon thin chnh mnh, hay l s pht trin ton din tt c
nhng kh nng tim n trong nhng lnh vc m mnh co kh nng. y l nhu cu
tm l tng th cao nht cua con ngi. Ni dung c bn nht cua nhu cu thnh
tch l t mnh thc hin. Ngi ta ai cng mun lm mt vic g o chng t gi
tr cua mnh, o chnh l ham mun v thnh tch. Mong mun, t ho, thm ch c
cm gic mc cm u sn sinh trn c s nhu cu v thnh tch.
Bng 1.1: Cc yu t trong bc thang nhu cu Maslow
Nhu cu c thc hin ti ni lm vic
T khng nh mnh C hi o to, thng tin, pht trin sng to
Ghi nhn, tn trng c ghi nhn, v tr cao, tng thm trch nhim
X hi Nhom lm vic, ng nghip, lnh o, khch hng
An ton Cng vic an ton, lu di
Vt cht sinh l Nhit , khng kh, lng c bn
(Ngun: Trn Kim Dung, 2005)
Thuyt nhu cu Maslow co mt hm quan trng i vi cc nh qun tr
mun lnh o nhn vin mnh tt th cn phi hiu nhn vin cua mnh ang cp
no trong thp nhu cu. T o s gip cho nh qun tr a ra c gii php
nhm nng cao s hi lng cng vic cua ngi lao ng mt cch tt nht.
1.1.2.2. Thuyt hai nhn t Herzberg
Herzberg & Ctg (1959) cho rng co 2 nhom nhn t lin quan n s hi lng
cng vic: nhom cc nhn t ng vin v nhom nhn t duy tr. Cc nhn t ng
vin gm: thnh tch, s cng nhn, cng vic co tnh th thch, s tin b, s
trng thnh trong cng vic, cc nhn t duy tr gm: chnh sch cng ty v cch
qun tr cua cng ty, s gim st cua cp trn, lng bng, mi quan h gia cc c
nhn, iu kin lm vic, i sng c nhn, s m bo cua cng vic. Ch co

11
nhng nhn t ng vin mi co th mang li s hi lng cho nhn vin, v nu
khng lm tt cc nhn t duy tr s dn n s bt mn cua nhn vin.
Bng 1.2: Thuyt hai nhn t ca Herzberg
THUYT HAI NHN T
Cc yu t duy tr Cc yu t thc y
(phm vi cng vic) (ni dung cng vic)
Lng v cc khon phc li ph Cng vic co ngha
S gim st Cm nhn v s hon thnh
iu kin lm vic Co c hi thng tin
Cc chnh sch qun tr S cng nhn khi hon thnh cng vic
(Ngun: doanhnhan360.com)
1.1.2.3. Thuyt cng bng ca J. Stacy Adams
L thuyt cng bng cua Adam (1963) cho rng con ngi nh gi s cng
bng bng t s u vo trn u ra. u vo i vi mt cng vic gm co: kinh
nghim, s n lc v nng lc c nhn. u ra cua cng vic gm co tin cng, s
cng nhn, vic bt v cc khon ph cp. S bt mn xut hin khi ngi ta
cm thy cc kt qu nhn c khng tng xng khi so snh vi nhng g m
ngi khc nhn c.
Hc thuyt cng bng ng rng khi cc nhn vin hnh dung ra s bt cng,
h co th co mt hoc mt s trong nm kh nng la chn sau y:
- Lm mo mo cc u vo hay u ra cua chnh bn thn mnh hay cua
nhng ngi khc.
- C x theo mt cch no o lm cho nhng ngi khc thay i cc u
vo hay u ra cua h.
- C x theo mt cch no o lm thay i cc u vo hay u ra cua
chnh bn thn h.
- Chn mt tiu ch i chiu khc so snh.
- B vic.
S hi lng cua nhn vin chu nh hng ln cua nhng phn thng tng
i cng nh phn thng tuyt i. Khi cc nhn vin nhn thc s bt cng, h s
co nhng hnh ng hiu chnh tnh hnh ny. Kt qu co th nng sut cao hn

12
hoc thp hn, cht lng tt hn hay gim i, mc vng mt tng ln, hoc thi
vic t nguyn.
Thuyt v s cng bng i hi cc nh qun tr quan tm n cc nhn t chi
phi nhn thc cua ngi lao ng v s cng bng v t o tc ng to cho ngi
lao ng co c mt nhn thc ng n v s cng bng.
1.1.2.4. Thuyt k vng ca Victor Vroom
V cn bn, hc thuyt k vng cho rng mc hnh ng v ng lc cua
mt c nhn ph thuc vo:
- Mc m c nhn k vng v kt qu t c khi n lc thc hin
cng vic.
- Mi lin h gia phn thng cua t chc vi kt qu t c.
- Tnh hp dn cua phn thng o i vi c nhn.

N lc Hnh ng Phn thng Mc tiu

c nhn
K vng Tnh cht cng c Ho tr

Hnh 1.2: M hnh k vng ca Victor Vroom (1964)

L thuyt ny gm ba bin s hay mi quan h sau:
- Mi quan h gia n lc v kt qu: Kh nng m mt c nhn nhn thc
c rng b ra mt n lc nht nh s em li kt qu. Nu c nhn b t n lc
th c nhn ny k vng t c kt qu mc khim tn. Ngc li, nu c nhn
b ra nhiu n lc thc hin cng vic th h k vng t kt qu cao.
- Mi quan h gia kt qu v phn thng: Mc c nhn tin rng kt qu
thc hin cng vic mt mc c th no o s c t chc n p xng ng.
Chng hn khi t kt qu tt (s lng cng vic v cht lng cng vic) th c nhn
phi bit r h s nhn c g t cng ty: lng, s bo m, tnh bng hu, s tin
cy, phc li, c hi c s dng ti nng hay k nng, c hi thng tin
- Tnh hp dn cua phn thng: Gi tr m c nhn gn cho phn thng cua

13
t chc s dnh cho c nhn nu t c kt qu thc hin cng vic nht nh.
1.1.2.5. Quan im ca Hackman v Oldman
M hnh c im cng vic cua Hackman v Oldham (1974) co 5 c im
ct li: s a dng k nng, hiu cng vic, cng vic co ngha, tnh t chu trong
cng vic v thng tin phn hi. Nhng c im ct li ny tc ng ln 3 trng
thi tm l: hiu c ngha cng vic, trch nhim i vi kt qu cng vic v
nhn thc v kt qu cng vic, t trng thi tm l ny s sinh ra cc kt qu v
cng vic.
- c phn hi t cng vic: L mong mun co c nhng thng tin r rng
v hiu qu cua cng vic mnh thc hin trc tip hay gin tip. S phn hi mang
li s nhn thc v kt qu cng vic cua nhn vin.
- S t ch : Nhn vin cn nhn thy rng kt qu cng vic ph thuc rt
nhiu vo nhng n lc, sng kin, v cc quyt nh cua chnh h. T o nhn vin
co trch nhim nhiu hn i vi kt qu cng vic.
- S a dng ca k nng: Th hin khi nhn vin c giao nhng cng vic
i hi nhng k nng hay kh nng, h s cm nhn c ngha cng vic.
- Cng vic c kt qu nhn thy r: Cng vic giao cho nhn vin phi l
cng vic co bt u v kt thc vi mt kt qu r rng, nhn thy c. Nhn vin
s quan tm n cng vic nhiu hn khi h m nhn ton b cng vic, hn l khi
h lm nhng cng vic m trch nhim khng r rng hay chng cho vi ngi
khc v kt qu khng r rng.
- Tm quan trng ca cng vic: Nhn vin phi thy c mc nh hng
cua cng vic cua mnh i vi ngi khc.

1.1.3. Cc nghin cu c lin quan n s hi lng ca nhn vin

1.1.3.1. Mt s cng trnh nghin cu nc ngoi
- Nghin cu ca Foreman Facts
Theo cch tip cn cua Foreman Facts (Vin quan h lao ng New
York,1946) s hi lng cua nhn vin bao gm s hi lng v 10 yu t: k lut

14
kho lo, s ng cm vi cc vn c nhn ngun lao ng, cng vic th v,
c tng tc v chia s cng vic, an ton lao ng, iu kin lm vic, lng,
c nh gi y u cc cng vic thc hin, trung thnh c nhn i vi cp
trn, thng tin v pht trin ngh nghip. M hnh 10 yu t ny c Korach
(1980,1994), Bob Nelson, Blanchard Training v Development (1991), Silverthorne
(1992), Sheryl & Don Grimme GHR Training Solutions (1997 2001), Synthia D.
Fisher & Anne Xue Ya Yuan (1998) s dng nghin cu trn nhiu nc nh
Trung Quc, i Loan, Nga, M.
- Nghin cu ca Schemerhon
Theo Schemerhon (1993, c trch dn bi Luddy, 2005) cc thnh phn cua
s hi lng cng vic bao gm: v tr cng vic, s gim st cua cp trn, mi quan
h vi ng nghip, ni dung cng vic, s i ng v cc thnh phn gm thng
tin, iu kin vt cht cua mi trng lm vic, c cu cua t chc.
- Nghin cu ca Weiss, Dawis, England and Lofquist
Weiss, Dawis, England and Lofquist xy dng m hnh MSQ (Minnesota
Satisfaction Questionaire). MSQ s dng mt trong 2 bng o sau: mt bng o di
gm 100 mc (phin bn 1977 v phin bn 1967) vi mi kha cnh s c o
lng bi 5 bin v mt bng o ngn hn gm 20 mc (ng vi 20 yu t) nh
gi mc hi lng chung v mi kha cnh (Schmit & Allscheid, 1995) bao gm:
- Kh nng s dng (c hi lm iu g o co th pht huy c kh nng
cua ngi lao ng
- Thnh tu (cm gic v s hon thnh tt p m ngi lao ng t c
t cng vic)
- Hot ng (co th duy tr c s bn rn trong phn ln thi gian)
- Thng chc (c hi thng chc trong cng vic ny)
- Quyn hn (c hi noi vi ngi khc phi lm g)
- Chnh sch cng ty (cch thc cc cng ty a ra chnh sch v a vo
thc thi)
- Bi thng (lng v mt s ln cng vic lm)

15
 - ng nghip (cch m ng nghip th hin vi ngi khc)
- Sng to (c hi th nhng phng php cua mi c nhn vo cng vic
cua mnh)
- c lp (c hi c lm vic mt mnh trong cng vic)
- An ton (s n nh cua cng vic)
- Dch v x hi (c hi lm nhng iu g o cho ngi khc)
- V tr x hi (c hi tr thnh mt ai o trong cng ng)
- Gi tr o c (co th lm nhng iu m khng tri vi lng tm)
- S cng nhn (s biu dng khi lm tt cng vic)
- Trch nhim (s t do s dng kin cua mnh)
- S gim st con ngi (cch thc m lnh o iu hnh nhn vin)
- S gim st k thut (kh nng ra quyt nh cua lnh o)
- S a dng (c hi lm nhng vic khc nhau)
- iu kin lm vic
Tuy nhin, im yu ln nht cua MSQ l bng cu hi qu di. Nu dng
hnh thc 20 cu hi ngn hn th sai lch ln v khng phn nh c cm nhn
cua nhn vin.
- Nghin cu ca Smith et al
Ch s m t cng vic (JDI) cua Smith (1969), s dng 72 mc o lng mc
hi lng cua nhn vin trong cng vic 5 kha cnh: tin lng, c hi o to
thng tin, ng nghip, cp trn v c im cng vic. Theo Price (1997), JDI l
cng c nn chn la cho cc nghin cu o lng v mc hi lng cua nhn
vin trong cng vic. Kerr (1995) cho rng JDI s hu ni dung tt, cc khi nim
co c s vng chc v ng tin cy. Ch trong 20 nm cui cua th k 20, JDI c
s dng trong hn 600 nghin cu c cng b (Ajmi, 2001).
Gi tr v tin cy cua JDI c nh gi rt cao trong c thc tin ln
l thuyt (Mayer v ctg, 1995) vi trn 50% cc bi nghin cu c xut bn l s
dng JDI. Sau ny, Crossman v Bassem (2003) b sung thm hai bin thnh

16
phn na, o l phc li v mi trng lm vic. Gn y, Boeve (2007) b
sung thm yu t thi gian cng tc ti t chc.
Luddy (2005) s dng ch s m t cng vic JDI tm hiu s hi lng
cng vic cua 203 nhn vin Vin y t cng cng vng Western Cape, Nam Phi.
Ngh nghip, chung tc gii tnh, trnh hc vn, thm nin cng tc, tui v
v tr cng vic cng co nh hng ng k n s hi lng cng vic.
Nhc im cua JDI l khng co thang o tng th s hi lng (Spector, 1997).
- Job Diagnostic Survey (JDS; Hackman, Oldham, 1975)
Ngoi nhng nhn t m JDI a ra th Hackman v Oldham (1974) cho rng
c im cng vic cng tc ng n s hi lng cua nhn vin v xut cc
thang o: nh gi trc tip mi trng lm vic (5 yu t li), o lng nhng
biu hin tm l cua nhn vin, thang o lng cc yu t tc ng n cng vic
nh: (a) Mc hi lng chung v (b) Nhng kha cnh cua s hi lng trong
cng vic.
Tuy nhin JDS cn co nhiu im hn ch nh kho phn bit c 5 yu t
li, ch ph hp vi i tng l nhng nhn vin gii, hi lng cao, t ngh vic
v ph hp hn trong hon cnh ti thit k cng vic v xy dng chnh sch ng
vin nhn vin (Sharon v Toby, 1998).
- Nghin cu ca Spector
Cc m hnh trc JSS c p dng cho cc doanh nghip sn xut u cho
kt qu kh thp chnh v th Spector (1997) xy dng mt m hnh ring cho
cc nhn vin trong lnh vc dch v, gm 9 yu t nh gi mc hi lng v thi
nh: (1) Lng, (2) C hi thng tin, (3) iu kin lm vic, (4) S gim st,
(5) ng nghip, (6) Yu thch cng vic, (7) Giao tip thng tin, (8) Phn thng
bt ng, (9) Phc li. No c pht trin v ng dng chu yu phng nhn s cua
cc t chc dch v v cc t chc phi li nhun nh: bnh vin, trung tm chm
soc sc khe
- o lng v s hi lng tng th (JIG)
Job in General (JIG) scale bao gm 18 mc m t cm nhn chung, c
nh gi l mt cng c thch hp nh gi mc hi lng tng th cua nhn
vin (Spector,1997). Michigan Organizational Assessment Questionnaire
Satisfaction Subscale s dng 3 bin sau nh gi mc hi lng chung: (a)

17
Noi chung, ti cm thy hi lng vi cng vic; (b) V tng th, ti khng thch
cng vic mnh ang lm; (c) V tng th, ti thch lm vic y. tin cy cua
thang o c chng mnh thng qua rt nhiu nghin cu, cc nghin cu u ch
ra thang o ny co h s tng quan cao i vi cc bin cng vic (Jex &
Gudanowski,1992; Spector v ctg, 1988)
- nh gi cc m hnh
Co th thy rng cc m hnh a ra u co nhng u nhc im. Vi JDI d
kh ph bin trn th gii nhng cu hi kh di, khng co thang o lng mc
hi lng tng th v ch ph hp vi nhn s lnh vc sn xut. Vi JDS o lng
5 nhn t liv ch trng n yu t c im cng vic. C JDI v JDS cha th
hin c nhiu kha cnh khc cng co tc ng n mc hi lng cua ngi
lao ng (xem Spector, 1997). MSQ co v l thang o lng kh y u hn khi th
hin mi quan h gia s hi lng cua nhn vin vi 20 kha cnh cua cng vic,
nhng cu hi qu di (100 mc) hoc qu ngn (20 mc) th kho thc hin kho
st v bo m chnh xc. So vi cc hn ch trn th thang o lng cua Spector
(1997) theo nhom nghin cu chng ti l ph hp hn c gm 36 mc o lng
9 kha cnh.
1.1.3.2. Mt s cng trnh nghin cu trong nc
- Nghin cu ca Trn Kim Dung (2005)
Vit Nam, Trn Kim Dung (2005) thc hin nghin cu o lng mc
hi lng cng vic trong iu kin cua Vit Nam bng cch s dng Ch s m t
cng vic (JDI) cua Smith v ng nghip. Tuy nhin, ngoi nm nhn t c
ngh trong JDI, tc gi a thm hai nhn t na l phc li cng ty v iu kin
lm vic ph hp vi tnh hnh Vit Nam. Sau khi kim nh, cn li 4 yu t
lm nhn vin hi lng vi cng vic bao gm: tin lng, ng nghip, lnh o v
c hi thng tin.
- Nghin cu ca Nguyn V Duy Nht (2009)
Ti Vit Nam co Nguyn V Duy Nht (2009) cng s dng thang o 10
yu t theo cch tip cn cua Foreman Facts (Vin quan h lao ng New
York,1946) khi o lng s nh hng cua mc hi lng n s n lc, lng

18
trung thnh cua nhn vin trong ngnh dch v vin thng. Trong o, i vi yu t
S trung thnh c nhn i vi cp trn c iu chnh kt hp vi yu t Lnh
o (do Trn Kim Dung 2005 ngh) thnh yu t Mi quan h cng vic vi
cp trn. Sau kim nh thu c kt qu nh sau: S hi lng cua cc yu t k
lut kho lo, c chia s v tng tc trong cng vic, cng vic th v v tm l
yn tm khi lm vic nh hng n s n lc cua nhn vin. S hi lng cua cc
yu t thu nhp, k lut kho lo, c tng tc v chia s thng tin trong cng
vic, cng vic th v nh hng n lng trung thnh cua nhn vin.
- Nghin cu ca Nguyn Khc Hon (2010)
Vit Nam, Nguyn Khc Hon (i hc Kinh t, i hc Hu) tin hnh
nghin cu Cc yu t nh hng n ng lc lm vic cua nhn vin. Nghin
cu trng hp ti ngn hng Thng mi c phn Chu, chi nhnh Hu. Kt
qu nghin cu cho thy co 5 yu t nh hng n ng lc lm vic cua nhn
vin, o l: Mi trng lm vic, lng bng v phc li, cch thc b tr cng
vic, s hng th trong cng vic v trin vng pht trin. Nghin cu ti ngn hng
thng mi c phn Chu chi nhnh Hu cho thy 5 yu t trn u co nh hng
mnh n ng lc lm vic cua nhn vin.
- Nghin cu ca Phan Th Minh L (2011)
Ti Vit Nam co Phan Th Minh L (i hc Kinh t, i hc Hu) tin
hnh nghin cu ti Phn tch cc nhn t nh hng n s hi lng v cng
vic cua nhn vin trong cc ngn hng thng mi trn a bn Tha Thin Hu.
Kt qu nghin cu ch ra rng nhn vin tng i hi lng vi cng vic hin ti
cua h, ng
Tinthi xc nh, o lng 6 nhn t nh hng n s hi lng v cng
lng
Tin lng
vic cua nhn vin, bao gm: Tnh cht v p lc cng vic, thu nhp v cc ch
i ng, quan h v i x, trin vng pht trin cua ngn hng v nng lc lnh
c im
o, iu kin lm vic, c hi o to v thng tin. cng vic
C hi
1.1.4. M hnho
nghin cu v cc Sgi
hithuyt
lng
to thng
1.1.4.1. tinnghin cu v cng vic
M hnh
ca nh
Hu ht cc nghin cu u kim nhnc rng cc nhn t trong JDI
iu kin
phn nh c s hi lng cng vicvin
cua ti
nhn vin: tin lng,lm
c vic
hi o to
Cp trn lm vic
Khch sn
Xanh Hu

19 Phc li
ng nghip
thng tin, cp trn, ng nghip v c im cng vic. Ngoi ra, theo nghin cu
cua Trn Kim Dung (2005) thc hin nghin cu o lng mc hi lng cng
vic bng cch s dng thang o JDI v thuyt nhu cu Maslow (1943) v tham
kho kin cua cc nhn vin, ti a vo 2 yu t: phc li v iu kin lm
vic. Vy m hnh nghin cu gm 7 yu t: tin lng, c hi o to thng tin,
cp trn, ng nghip, c im cng vic, iu kin lm vic, phc li.

Hnh 1.3 M hnh nghin cu ngh

1.1.4.2 Mi quan h gia s hi lng vi cc thnh phn cng vic v mc

hi lng chung
Trn c s kt qu nghin cu s tc ng cua cc yu t thnh phn i vi
s hi lng chung cua nhng nghin cu trc, ti a ra cc gi thuyt nghin cu
nh sau:
H1: Cm nhn cua nhn vin cng hi lng vi tin lng m h nhn c
khi lm vic cho t chc th h cng hi lng vi cng vic.

20
 H2: Cm nhn cua nhn vin cng hi lng vi c hi o to thng tin cua
t chc th h cng hi lng vi cng vic.
H3: Cm nhn cua nhn vin cng hi lng vi cp trn th h cng hi lng
vi cng vic.
H4: Cm nhn cua nhn vin cng hi lng vi yu t ng nghip th h cng
hi lng vi cng vic.
H5: Cm nhn cua nhn vin cng hi lng vi c im cng vic ang lm
th h cng hi lng vi cng vic.
H6: Cm nhn cua nhn vin cng hi lng vi iu kin lm vic th h cng
hi lng vi cng vic.
H7: Cm nhn cua nhn vin cng hi lng vi phc li th h cng hi lng
vi cng vic.
1.2. C s thc tin
1.2.1. Thc trng du lch ti Vit Nam
Du lch l ngnh cng nghip khng khoi em li ngun li ln khng
nhng cho a phng m cho c quc gia. Du lch khng nhng mang li li ch v
kinh t m cn mang li li ch v vn hoa x hi. Trong nhng nm gn y, cng
vi s pht trin cua du lch quc t th du lch v ang tr thnh mt nghnh
kinh t mi nhn cua nhiu nc.Vit Nam hin nay cng ang l mt nc co
nghnh kinh t du lch pht trin mnh, ng thi nc ta c xem l im n an
ton v thn thin nht trn th gii, y c coi l mt li th gop phn thc y
nghnh du lch Vit Nam ngy cng ln mnh v pht trin hn.
Theo Tng cc Thng k, lng khch quc t n Vit Nam trong thng 2-
2014 c t 842.026 lt khch, tng 8,48% so vi thng 1-2014 v tng 47,6% so
vi thng 2-2013. Nh vy, tng lng khch quc t n Vit Nam trong 2 thng
u nm 2014 c t hn 1,6 triu lt, tng 33,4% so vi cng k nm 2013
(hon thnh 20% k hoch on 8 triu lt khch quc t trong nm 2014).
a s cc th trng khch u co s tng trng mnh so vi cng k nm
2013; c th nh lng khch t c tng 262,68%, Nga (70,15%), Trung Quc

21
(50,11%), Campuchia (36,90%), Philippines (27,53%) v Italia (26,59%) Lng
khch du lch ni a trong 2 thng c t 9,5 triu lt, tng 21,79% so vi cng
k nm 2013; tng thu t khch du lch c t 47.000 t ng, tng 34,28% so vi
cng k nm trc.
Vi nhiu im vt tri so vi cng k, chng t Vit Nam tip tc l im
n hp dn khch quc t tt c cc mc ch n. iu thy r trc ht l
lng khch quc t n Vit Nam bnh qun 1 thng trong 2 thng u nm t
809.100 lt ngi (bng c nm 1998), mc cao nht t trc n nay (nm 2013
t 606.500 lt).
Bn cnh o, tc tng cua lng khch n nc ta trong 2 thng qua t
ti 33,4% so vi cng k 2013, mt tc tng him thy trong nhiu nm qua,
ng thi cng l mc tng cao hn tc tng cua cc ch tiu thuc cc ngnh,
lnh vc khc trong 2 thng qua.
Quy m tuyt i v tc tng noi trn l tn hiu kh quan ngnh Du lch
hng ti k lc mi on trn 8 triu lt khch trong nm nay (nm 2013 on
7,572 triu lt). Nhng con s trn cng co ngha khi t c trong iu kin
nhiu nn kinh t trn th gii cha phc hi tng trng, thm ch mt s nc vn
cn b suy gim; phn ng ngi dn vn cn tht cht chi tiu, tit gim nhu cu
tiu dng, m i du lch nc ngoi - nhu cu tiu dng cao cp - thng b ct,
gim u tin v ln nht.

22
 Hnh 1.4: Lng khch quc t n Vit Nam 2 thng u nm 2014
(nghn ngi).
(Ngun: Tng cc Thng k)
Lng khch quc t trong 2 thng qua so vi cng k nm trc tng tt
c cc mc ch n v vi tc kh cao, nn c cu lng khch theo mc ch
n co s chuyn dch ng quan tm.
C th, lng khch n du lch, ngh dng tip tc chim ng nht (61,3%)
v co tc tng kh cao (tng 33,4%). t c kt qu ny do Vit Nam co nhiu
danh lam thng cnh, di tch lch s, vn hoa l Di sn Th gii.
Tip n l lng khch n v cng vic (u t, thng mi, lao ng),
chim 16,7% tng s v tng kh so vi cng k nm trc (tng 32,2%). Tc
tng t c chu yu do quan h u t, thng mi cua Vit Nam vi nc ngoi
co du hiu khi sc t nm trc, c v lng vn ng k, c v lng vn
thc hin. Hot ng thng mi cua cc nh u t nc ngoi vo Vit Nam si
ng hn
Lng khch n Vit Nam ng th ba l v thm thn nhn (chim 16,6%)
v tng 34,1% so vi cng k nm trc. Lng khch n v cc mc ch khc
(hc tp, cha bnh) 2 thng u nm tng kh cao (tng 35,3%), cao nht trong
4 mc ch n.
Tnh chung 4 thng u nm 2014, tng lng khch quc t n Vit Nam
c t 3.073.905 lt, tng 27,32% so vi cng k nm 2013. Chia theo mc ch,
co hn 1,85 triu lt khch n Vit Nam ngh ngi, du lch, gn 517 ngn lt
n v cng vic v hn 534 ngn lt n thm thn nhn trong 4 thng u
nm nay
Lng khch n Vit Nam bng ng hng khng vn l chu yu vi hn
2,45 triu lt. Khch n bng ng b l hn 584,5 ngn lt. Chia theo th
trng, khch Trung Quc chim s lng ng nht vi hn 804 ngn lt, tng
46,7% so vi cng k. Tip n l th trng khch Hn Quc vi gn 299 ngn
lt; khch Nht (222 ngn lt); khch Nga (hn 155 lt)...

23
 1.2.2. Thc trng du lch trn a bn thnh ph Hu
Nm 2013 c nh gi l mt nm y kho khn, thch thc cho hot ng
kinh doanh du lch cua Vit Nam noi chung v tnh Tha Thin Hu noi ring khi
sn bay quc t Ph Bi phi ong ca trong 6 thng nng cp nh hng
khng nh n tnh hnh hot ng kinh doanh du lch tnh nh. Tuy tnh hnh kinh
t x hi trong nc v ngoi nc gp nhiu kho khn nhng ngnh du lch Tha
Thin Hu c nh gi l vn duy tr c tng trng n nh, c bn hon
thnh v vt cc ch tiu k hoch ra.
Theo thng k cua S Vn hoa, Th thao v Du lch Tha Thin Hu, tng s
khch lu tr v doanh thu t du lch 6 thng u nm 2013 cua tnh Tha Thin
Hu u tng so vi cng k nm ngoi.
C th, trong thng 6/2013, cc c s lu tr du lch trn a bn tnh on
v phc v 265.416 lt khch, trong o khch quc t t 75.318 lt. Doanh thu
du lch c t trn 238.040 triu ng, cng sut s dng bung t 76%.
Tng lng khch du lch n Hu trong 6 thng u nm t 1.492.532 lt,
(bng 101,8% so vi cng k nm ngoi). Tng doanh thu du lch 6 thng u nm
2013 t 1.217.393 triu ng (bng 11,32% so vi cng k 2012).
c bi t trong 1,5 tri u lt khch th co 557.134 lt khch quc t (bng
106,5% so vi cng k 2012) v chim 15,7% tng s khch du lch quc t n
Vi t Nam trong 6 thng u nm 2013.
Nm 2013, du lch Tha Thin Hu on c 2,6 triu lt khch, trong o
khch du lch quc t c t 905 ngn lt. Doanh thu du lch c t 2.496 t
ng, tng 11,7% so vi cng k. Ngy khch lu tr bnh qun 2,02 ngy. Doanh
thu x hi t du lch c t 6.100 t ng.
Bn cnh o, cng tc qun l nh nc i vi du lch c ch trng, nht
l vic m bo tnh hnh an ninh, trt t, mi trng du lch hp dn, thn thin, an
ton cho du khch. Vic lin kt vi cc tnh, thnh min Trung, H Ni v thnh
ph H Ch Minh v cc t chc quc t cng c cung c v pht trin.
Chng trnh kch cu du lch c trin khai sm, ng b v nhn c s hng

24
ng tch cc cua nhiu a phng, n v v cc doanh nghip du lch thng qua
Hip hi khch sn, Hip hi du lch...
S d khch du lch n Hu tng l do S Vn hoa, Th thao v Du lch cng
cc n v v doanh nghip du lch trin khai nhiu gii php tch cc, nht l cc
gii php kch cu, chnh sch khuyn mi.
Bc qua nm 2014, c xc nh l nm bn l xy dng Tha Thin Hu
l thnh ph trc thuc Trung ng, Lnh o tnh xc nh pht trin du lch v
Festival Hu 2014 l mt trong ba chng trnh trng im cua Tha Thin Hu.
Hot ng du lch trn a bn nhng thng u nm 2014 din ra kh nhn
nhp, nhiu tour, tuyn du lch c khai thc co hiu qu, cc n v du lch trn
a bn chu ng k hoch on v phc v khch, xy dng nhiu chng trnh
khuyn mi hp dn; nhiu loi hnh sn phm du lch c trng u nm cng
c a vo khai thc thu ht mt lng ln du khch nh: Tour du lch thm,
ving cha v cu lc trong nm mi; tour du lch v thm Cu Ngoi Thanh Ton,
tham gia cc tr chi dn d; tour du lch thm lng hoa giy Thanh Tin, tour l hi
truyn thng vt Thu L, vt lng Snh, l hi n Huyn Trn... Doanh thu du lch
qu I c t 305,1 t ng, tng 11,9% so vi cng k. Tng lt khch n Hu
c t: 341,7 nghn lt khch, tng 2,2% so vi cng k; ngy khch t 695,5
nghn ngy khch, tng 1,6 so cng k
Hot ng du lch trn a bn trong thng 4 din ra kh si ng, phong ph a
dng trong ma du lch v l thng din ra Festival Hu 2014. Lng khch du lch
nc ngoi v trong nc n Hu tng cao, cc c s lu tr u tng cng sut s
dng bung phng. Hot ng cua cc trung tm l hnh kh nhn nhp, nhiu tour du
lch c cc cng ty l hnh khai thc co hiu qu. Trong thi gian 10 ngy u (t
08/4-17/4/2014) trc v trong Festival Hu 2014 din ra co 145. 582 lt khch du
lch lu tr trong cc khch sn, nh ngh, trong o co 69.412 lt khch quc t,
chim 52,32%, nhiu khch sn co cng sut phng t 80 100%.
Tnh, ngnh du lch, nht l cc doanh nghip du lch cn tng cng y
mnh cng tc qung b, nng cao cht lng sn phm dch v, xy dng pht

25
trin sn phm du lch mi co tnh u th cnh tranh; ng thi lm lnh mnh mi
trng du lch thu ht, hp dn khch, ko di ngy khch lu tr Hu. Mt
iu quan trng na o l tng cng tnh lin kt trong hot ng du lch gia cc
doanh nghp trong vng, min v nht l trong a phng mnh ln v hiu
qu hn.
1.2.3. Tnh hnh kinh doanh khch sn trn a bn thnh ph Hu
Chnh s pht trin hin nay lm cho mc cnh tranh trong th trng
du lch ngy cng tr nn gay gt, c bit l trong lnh vc kinh doanh khch sn
hu ht cc quc gia trn th gii, trong o co Vit Nam.
Tha Thin Hu l mt ni co tim nng rt ln cho s pht trin du lch, chnh
iu ny lm cho hot ng kinh doanh khch sn pht trin khng ch v s lng
m cn c v cht lng, trong o phi k n cc khch sn co cp hng t 4 sao tr
ln, do o lm cho mc cnh tranh trong lnh vc ny ngy cng cao, khin cho
hot ng kinh doanh trong lnh vc khch sn tr nn kho khn hn.
Hin nay trn a bn thnh ph Hu, s lng khch sn tng ln mt cch
nhanh chong. Ngoi nhng khch sn c xy dng cch y nhiu nm nh
Saigon Morin, Century Riverside, Hng Giang, khch sn Xanh, La Resident l s
xut hin cua rt nhiu nhng khch sn mi nh: Indochine Palace, Imperial,
Midtown, Romance, Moonlight, Eldora, Lm cho s cnh tranh ngy cng tr nn
gay gt. Cc khch sn thng a ra nhng chnh sch khuyn mi nh u i t
sm, khuyn mi ma h, tit kim, gim gi, kch cu.
Tuy nhin, mt vn khc l tnh trng cnh tranh khng lnh mnh gia cc
doanh nghip du lch, c bit l cc doanh nghip kinh doanh trong lnh vc lu
tr. Theo thng k trn a bn tnh TTH n nay co 535 c s lu tr trong o co
200 khch sn, 6700 phng, trn 12.000 ging, tng 22 khch sn, 586 phng, 929
ging so vi nm 2010 v trn 336 nh ngh vi 2900 phng, a tng s phng
lu tr hin nay cua tnh ta l 9600 phng, gn 17.000 ging. Vi tc tng
trng s lng bung phng khng song hnh vi tc pht trin cc sn phm
du lch, dn n tnh trng cng sut phng cua cc khch sn thp ti nhiu thi

26
im trong nm.V h ly ko theo l thay v cnh tranh bng cht lng sn phm,
nhiu khch sn cnh tranh bng cch ph ro gim gi trit li ko khch.
Thi im hin tai nhiu khch sn trn a bn cng tch cc chun b tt
cc iu kin on v phc v khch quc t, phn u t ch tiu k hoch v
tng trng ngun khch, doanh thu trong nm nay. Kho khn ln cua nhiu doanh
nghp vn l ngun khch, trong khi th trng khch quc t chim t l ln trong
tng ngun khch n du lch Hu l chu u nh Php, Anh, Ty Ban Nha, v
khch M, Nht ang gp kho khn, khch i du lch co chiu hng gim. Cc
doanh nghp ang tp trung khai thc ngun khch chu , nht l khch Thi Lan,
Trung Quc, i LoanHn nay lng khch Thi ang n du lch Hu - min
Trung kh nhiu, vn tip tc gi v tr hng u trong danh mc khch quc t n
Hu. y l th trng khch tim nng vi s lng khch du lch n Hu ngy
cng tng, kh nng chi tiu cua khch cng tng i, v thun li hn l khi co
quyt nh hp tc du lch cua B trng B Vn ho Th thao & Du lch cc nc
tiu vng sng M Kng v thc hn visa chung cho 5 nc Vit nam, Lo,
Campuchia, Myanma v Thi Lan. Khi u ma cao im on khch quc t cng
l lc on du khch n t Thi Lan.
Bn cnh o, cn co th k n s kin Hi p h i khch sn tnh Tha Thin
Hu c Chu tch UBND tnh thnh lp theo Quyt nh s 1849/Q-UBND.
H i s t p trung iu hnh v hot ng tng cng vai tr h tr h i vin, vai
tr i di n cho cc H i vin v vai tr cu ni gia c quan qun l nh nc v
doanh nghi p. H i phi tch cc trin khai cc nhi m v v n nh cng tc t
chc, y mnh o to, phi hp vi cc trng o to nghi p v khch sn v
nh hng, t chc cc on kho st, giao lu hc hi kinh nghi m trong v ngoi
nc, xy dng Website ring cho hi p h i, phi hp vi cc n v, c quan trn
a bn tnh xy dng chng trnh, t chc cc k l h i Festival Hu, nm Du
lch; thit l p cc mi quan h vi cc c quan, t chc lin quan n lnh vc
khch sn, nh hng; lin kt h tr h i vin trong vi c nng cao cht lng phc
v; nghin cu xu hng pht trin loi hnh kinh doanh nh hng, khch sn trong

27
nc v quc t... y c xem l m t yu cu cn thit nhm t p hp, thng
nht, to s ng thu n thc y hot ng kinh doanh khch sn trn a bn
tnh pht trin th t s hi u qu v bn vng ng thi bo v quyn li hp php
v li ch thit thc cua mi h i vin.
1.2.4. Thc trng ngun nhn lc du lch Vit Nam
Cng vi s pht trin nhanh cua ngnh du lch trong sut thp nin va qua
th ngun nhn lc du lch nc ta cng tng ln mt cch nhanh chong c v s
lng ln cht lng p ng nhu cu pht trin ngy cng cao cua ngnh. Nu
nm 2001 ch co khong 109 ngn lao ng du lch trc tip v 221 ngn lao ng
gin tip, th n nm 2008 con s ny tng ng l 425 v 1.075 ngn. Trong o,
min Nam chim khong 46%; min Trung - Ty Nguyn chim 19%; v min Bc
chim 35%. D bo n nm 2015 s co 620 ngn lao ng trc tip, 1.600 ngn
lao ng gin tip, v n nm 2020 s l 870 v 2.200 ngn (Vin Nghin cu pht
trin du lch, 2011).
V cht lng ngun nhn lc nh gi theo trnh c o to cho thy, t
l lao ng co chuyn mn v du lch ang tng bc c ci thin nhanh chong,
chim khong 42,5% lc lng lao ng, trong o trnh s cp, trung cp 47,3%,
cao ng 19,8%, o to ngn hn v du lch l 45,3, trnh i hc v sau i hc
ch chim 7,4% s lao ng co chuyn mn du lch v ch chim 3,11% trong tng
s lao ng. Cng theo thng k th hin co khong 60% lc lng lao ng cua
ngnh bit v s dng cc ngoi ng khc nhau, trong o 42% l bit s dng ting
Anh, tip theo l ting Trung (5%), Php (4%) v ting khc (9%).
iu tra cua Chng trnh pht trin ngun nhn lc du lch Vit Nam cng
cho thy, cht lng ngun nhn lc noi chung cn hn ch theo nhiu phng
din. cc cng ty lin doanh u t nc ngoi th lao ng thng c o to
bi bn, a s co k nng ngh nghip p ng chun mc quc t v co trnh
ngoi ng p ng yu cu cng vic. cc doanh nghip nh nc i ng lao
ng ang c o to v o to li nhng cha ng u. mt s a phng
vn co n 80% lao ng cha c o to v du lch, trnh ngoi ng vn rt

28
hn ch (VNAT, 2007: tr.30). Nhiu v tr cng vic thiu trm trng chuyn gia v
qun l chuyn nghip nh cn b qun l nh nc v du lch, qun l kinh doanh,
qun tr chin lc, nghin cu pht trin, nhn vin co k nng tay ngh cao...
Thc trng ny cng ph bin cc c s kinh doanh va v nh hay h gia
nh. Trn thc t t l cc doanh nghip du lch va v nh li chim t l kh ln
(gn 90%, mt s nc tin tin t l ny l khong t 75 - 80%), th cht lng
dch v du lch v hnh nh cua im n du lch ph thuc rt ln vo hot ng
cua loi hnh doanh nghip ny. Do vy, bn cnh vic quan tm ng mc n o
to ngun nhn lc du lch, th cc vn v chun mc v qui nh trong hot
ng qun l v kinh doanh du lch i vi loi hnh doanh nghip ny co vai tr
quan trng.
Tuy nhin, thy r hn vn ct li trong vic o to i ng lao ng
cht lng cao ngnh du lch, th nhng con s trn cng ch mi cho thy mt phn
cua tng bng ni, nhng cha cho thy iu quan trng hn o l mc ph
hp gia ngh c o to v cng vic m h m trch, v t o l mc m
bo cht lng cng vic. V d, s liu iu tra i vi lao ng du lch Tha
Thin Hu thng 3.2007 cho thy thc trng ng ch l s lao ng ang cng
tc chuyn mn qun l kinh t trong ngnh du lch TT Hu co n 81,6% khng
qua o to v nghip v du lch, 56,1% s ny khng qua o to v ngoi ng; ch
co 1% s lao ng ny co trnh i hc v du lch, 7% co trnh trung cp du
lch. Theo cc nh qun l du lch cc tnh vng duyn hi min Trung khc th
tnh hnh cng khng co g khc bit. Do vy, khi ngy cng co nhiu d n khch
sn v khu ngh dng cao cp trong khu vc i vo hot ng th tnh trng cnh
tranh v ngun nhn lc co cht lng cng tr nn cng thng.
V d, theo S K hoch v u t Nng, cho n cui 2010 co 55 d n
du lch c co giy php u t vi tng s vn u t khong 2.8 t la M, v
hy vng co thm 45 d n trong giai on 2010 - 2012. Theo o trong vng 3 nm
ti, cc khu ngh dng bin 4 - 5 sao Nng cn khong 8.000 nhn cng.
Thc t l cc a phng u co ngun nhn cng ph thng cha qua o to rt

29
phong ph, nhng vic tm kim lao ng c o to bi bn, ng ngnh ngh,
co cht lng, c bit l cn b qun l kinh doanh chuyn nghip l vn rt
kho khn. Co trng hp ton b cn b qun l cua mt khu ngh dng l t i
Loan (Indochina Treks, 2010).
Thc trng ny cng c nhn nhn bi cc nh u t v cc i tng
quan tm n du lch Vit Nam. V d, theo TheWall Street Journal ngy
30.5.2007, vi kin t cc nh u t ch ra rng trong khi Vit Nam ang tp
trung xy dng hnh nh im n cao cp (a Luxury Destination) th vic
thiu lao ng du lch co tnh chuyn nghip l iu rt ng quan ngi. Tng t,
vi tiu Khu vc min Trung v Ty Nguyn thiu trm trng ngun nhn lc
du lch (nguyn bn Central and Tay Nguyen regions suffer shortage of tourism
staff) bo in t ETN Travel Industry Deals ngy 27.5.2007 ch ra s cn thit
phi co thm cc c s o to ngun nhn lc du lch cht lng cao p ng
nhu cu pht trin du lch cua khu vc ny. Thc t trn t ra yu cu bc thit
phi tng cng o to nhanh v o to li cn b lm cng tc du lch co trnh
chuyn mn cao v du lch.
Qua cc nghin cu lin quan cua tc gi cng cho thy, ngun nhn lc du
lch ti khu vc ny ang bc l mt s yu im c bn nh sau:
- C cu lao ng cha hp l, thiu lao ng co chuyn mn v tnh chuyn
nghip cao, lao ng qun tr, gim st vin co chuyn mn su theo tng yu cu
cua tng b phn dch v cung cp cho cc khu du lch, cc khch sn cao cp.
- Cht lng lao ng cha p ng yu cu cua tng ngh, nng sut lao
ng t thp; ngoi ng cn thiu v yu.
- K nng, phong cch lm vic cua ngi lao ng cha chuyn nghip;
Thm ch trong nhiu trng hp, h c o to v co u kin thc thc
hin tt cng vic nhng h vn khng lm ng nh m t v yu cu cua cng
vic. Hay noi cch khc, vn hoa dch v cn nhiu yu km. T l khch phn nn
v cht lng dch v v thi ngi cung cp dch v cn kh cao.

30
 Nhn nhn r thc trng trn, trong Chin lc pht trin du lch Vit Nam
ch r mc tiu xy dng lc lng lao ng ngnh du lch u v s lng v p
ng yu cu v cht lng, cn i v c cu ngnh ngh, vng min, trnh o
to m bo tnh chuyn nghip, u sc cnh tranh v hi nhp khu vc, gop
phn nng cao cht lng dch v du lch, p ng nhu cu x hi.
Chng trnh pht trin ngun nhn lc Vit Nam n 2015 cng dt ra
nhng ch tiu c bn sau: 70 - 80% cn b qun l nh nc v du lch Trung
ng v a phng c o to chuyn mn p ng yu cu cng vic; 60 - 70%
cn b qun l v gim st cua doanh nghip phi c o to chuyn su du lch;
60% lao ng phc v c o to nghip v chuyn mn, ngoi ng v tin hc;
80% c s o to du lch o to chng trnh p ng yu cu thc tin; 80 - 90%
gio vin c o to v chun hoa; c s vt cht phc v o to c trang b
nng cp ng b, hin i. y thc s l nhng tn hiu ng mng trong tin
trnh pht trin ngun nhn lc du lch Vit Nam, tuy nhin vi 3 nm cn li
thc hin mc tiu trn th r rng cn phi co nhng chin lc u t v gii php
mang tnh t ph mi co th thc hin c, nu khng ch tiu vn ch l nhng
mong mun chu quan

Bng 1.3: S lng lao ng du lch ca mt s a phng vng duyn hi

min Trung, 2006 - 2010

%
a phng 2006 2007 2008 2009 2010
2010/2006
Qung Bnh 1,692 1,811 1,837 1,891 1,945 14.95
Qung Tr 1,350 1,500 1,690 1,800 1,868 38.37
TT Hu 5,000 5,300 6,830 7,150 8,256 65.12
Nng 4,536 6,154 6,872 8,531 9,764 115.26
Qung Nam 4,321 5,000 5,641 6,000 7,243 67.62

31
Qung Ngi 2,600 3,400 4,200 5,000 5,873 125.88
Ton Vng 19,499 23,165 27,070 30,372 34,949 79.23
C nc 247,500 317,600 365,400 372,340 423,787 71.23
(Ngun: Thc trng, nhu cu v nh hng lin kt o to ngun nhn lc
du lch cho vng duyn hi min Trung PGS.TS.Bi Th Tm)
1.2.5. Thc trng ngun nhn lc du lch trn a bn thnh ph Hu
Nhng nm qua, ngnh du lch co nhiu ong gop quan trng trong pht trin
kinh t cua TP Hu. Ngnh du lch tp trung u t xy dng, nng cp khch sn,
nh hng, nh vn sinh thi, gn vi t chc cc hot ng l hi, festival, to ra
nhng sn phm du lch mi co cht lng. Hin nay, s c s kinh doanh dch v,
thng mi, khch sn, nh hng trn a bn TP ln ti con s 6.351, tng 1,8 ln
so vi 5 nm v trc v ang co xu hng ngy cng gia tng. Lng khch n
Hu nm 2010 c t 1.500 ngn lt ngi; trong o, khch nc ngoi c t
800 ngn ngi. Ring v doanh thu, d kin t 830 t ng, tng hn 2,2 ln so
vi nm 2005. Ngnh du lch Hu ong gop tch cc trong vic to ra vic lm v
gim ngho trn a bn. Cha co mt con s chnh xc, nhng hin nay t l lao
ng du lch ti TP Hu c xc nh l chim t l cao trong tng s lao ng cua
TP. S u t cho du lch thc s gop phn lm cho b mt th Hu ngy cng
khang trang.
Bn cnh o, phng hng pht trin nhn lc khu vc du lch- dch v n
nm 2020 cua tnh Tha Thin Hu nh sau:
- Nhn lc trong khu vc dch v tng t 201,2 nghn ngi nm 2010 (chim
36,1% tng nhn lc trong nn kinh t quc dn) ln 273 nghn ngi nm 2015
(chim 43,0% tng nhn lc trong nn kinh t quc dn) v 325 nghn ngi nm
2020 (chim 45% tng nhn lc trong nn kinh t quc dn).
- Giai on 2011-2015, cn o to v o to li khong 90 nghn ngi,
trong o cc ngnh chim t trng ln l thng nghip, khch sn, nh hng, ti
chnh tn dng, gio dc, y t.

32
 - Giai on 2016-2020, cn o to v o to li khong 63 nghn ngi,
trong o cc ngnh chim t trng ln l thng nghip, khch sn, nh hng, ti
chnh tn dng, gio dc, y t.
Tuy nhin, theo kt qu kho st cua ILO v nhu cu o to du lch ti cc
doanh nghip du lch, cc n v du lch cng ng v cc c quan qun l Nh
nc v du lch, Tha Thin Hu vn thiu chin lc di hn v ngun nhn lc;
cht lng o to ngh vn cha p ng c yu cu cua th trng do cn thiu
kinh nghim thc t; tt c cc c s o to ngh khng co kh nng o to lin
tc duy tr, nng cao nng lc gio vin; s lng khoa hc cn hn ch v thiu
lin kt vi doanh nghip.
Theo s liu iu tra i vi lao ng du lch Tha Thin Hu thng
3.2007 cho thy thc trng ng ch l s lao ng ang cng tc chuyn mn
qun l kinh t trong ngnh du lch TT Hu co n 81,6% khng qua o to v
nghip v du lch, 56,1% s ny khng qua o to v ngoi ng; ch co 1% s lao
ng ny co trnh i hc v du lch, 7% co trnh trung cp du lch.
Cc doanh nghip du lch, cc hng l hnh, khch sn v cc c s o to
nu ln nhng hn ch, ng thi xut cc gii php nh: to c ch hp tc gia
cc trng o to v doanh nghip; cc gio vin o to ngh du lch phi i thc
t cc doanh nghip nng cao tay ngh; o to chuyn su kin thc v vn
hoa lch s cua Tha Thin Hu cho i ng hng dn vin du lch, tng cng
bi dng ngoi ng cho i ng phc v du lch...
1.2.6. ngha ca vic nghin cu s hi lng v cng vic ca nhn vin
Mt trong nhng yu t cnh tranh quan trng trong nn kinh t ton cu hoa
v da trn tri thc l sc mnh cua lc lng lao ng trong doanh nghip. co
mt lc lng lao ng mnh, khng ch khu tuyn dng ngi m ct li l
khu duy tr, pht huy, nng cao cht lng cao ngun nhn lc hin co trong t
chc. Vic ny c thc hin thng qua cng tc quy hoch, b nhim, o to cn
b nhn vin, nh gi thnh tch cng tc, h thng tr lng - thng.

33
 Chnh v vy, vic kho st nh gi s hi lng cua nhn vin l mt trong
nhng cng c gip cho chu doanh nghip nh gi c phn no mc hi lng
nhn vin vi cng vic hin ti cua h, hiu c tm t, nguyn vng cua nhn
vin. T o, doanh nghip co nhng iu chnh chnh sch nhn s, to mi trng
ng vin, khch l nhn vin ph hp. S hi lng tp th nhn vin chnh l cch
gy dng lng trung thnh cua h i vi t chc, lm cho nhn vin yu thch
cng vic, gn bo vi ng nghip v pht huy ti a nng lc v s nhit tnh trong
cng vic cua h.

34
 CHNG II: CC YU T NH HNG V MC
HI LNG V CNG VIC CA NHN VIN
TI KHCH SN XANH HU

2.1. Tng quan v Cng ty C phn du lch Xanh Hu

2.1.1. Qu trnh hnh thnh v pht trin
Trc nm 1975 n v l c x gio s i hc M (c). Tip o, giai on
1975 n 1990, n v tr thnh nh khch UBND tnh Tha Thin Hu phc v
cc hot ng ngh dng cho cc cn b t cc n v a phng. Nhng nm tip
theo t 1990 n 1993, n v c i tn thnh Khch sn L Li Hu. y l s
thay i mang tnh bc ngoc cua khch sn, chnh thc bc vo hot ng dch
v du lch v l im n cua khch thp phng trong v ngoi nc. Cha dng
li o, to iu kin thun li cho hot ng kinh doanh dch v cua mnh th
t 1993 n 30/03/2004 i tn thnh Cng ty khch sn L Li Hu. Tip o, giai
on 1/4/2004 n 20/1/2005, Cng ty Khch sn L Li Hu sp nhp vo Cng ty
Du lch Hng Giang ng thi lin doanh vi Cng ty Xy lp in 3 ( Nng)
nhp vo Cng ty Trch nhim hu hn Lin doanh u t v pht trin Thin
An.
Tip tc t 21/1/2005 li co s thay i mi, khch sn i tn thnh Khch
sn Xanh Hu thuc Cng ty Xy lp in 3.Tri qua 7 thng, vo thng 8 cui nm
th u t xy dng mi Khch sn Xanh Hu thnh khch sn 4 sao t tiu chun
quc t. Cng ty c a vo hot ng t thng 9 nm 2006 v ly tn ng k
kinh doanh l: Cng ty C phn du lch Xanh Hu - VNECO. Cng ty C phn du
lch Xanh Hu trc thuc Tng cng ty c phn xy dng in Vit Nam - VNECO.
Hin nay, VNECO ng k tham gia nhiu loi hnh kinh doanh nh xy lp, sn
xut cng nghip v dch v du lch. Trong o, ngnh dch v du lch bao gm nhiu
hng mc nh nh hng, khch sn, trung tm l hnh, khu bit th, khu du lch, du
lch sinh thi, tu du lch

35
 Khch sn Xanh Hu nm trong chui Khch sn Xanh cua Tng cng ty c
phn xy dng in Vit Nam. H thng khch sn Xanh tri di t Ngh An n
Nng, Hu, Nha Trang v Si Gn.
2.1.2 c im hot ng kinh doanh
Cc c s trc thuc Cng ty CPDL Xanh Hu:
- Khch sn Xanh Hu ****
a ch: 2 L Li, Tp Hu.
in thoi: (054) 3822153 - 2220555. Fax: (054) 2220668.
Email: sales@greenhotel-hue.com;info@greenhotel-hue.com
Website: www.greenhotel-hue.com
Ta lc ti trung tm thnh ph Hu, Khch sn Xanh Hu l khch sn 4 sao
vi nt kin trc, ni tht my tre c o v thng nht xuyn sut c h thng
khch sn Xanh cua Tng cng ty VNECO. Bn cnh o, Khch sn Xanh Hu cn
bao gm h thng trang thit b hin i gm 199 phng ngu vi nhiu chung loi
phng khc nhau, nh hng, bar, trung tm hi ngh - thng mi, sn tennis, b bi,
v trng, massage, sauna, caf, karaoke, th dc thm m, th dc th hnh, thm
m vin, siu th hng lu nim, dch v tour, bi xe...
Ngoi ra, Khch sn Xanh Hu cn bao gm h thng nh hng tiu chun 4
sao vi 4 loi nh hng ring bit v c bit: Nh hng Elegant, Nh hng
Riverview, Nh hng Dynasty, Nh hng Cung nh.
- Nh hng Elegant (Nh hng u): Chuyn phc v cc mon n Phng Ty
theo thc n t chn v cc mon n c bit do cc u bp chuyn nghip ch bin.
- Nh hng Dynasty (Nh hng ): Phc v cc mon n truyn thng ba
min Bc, Trung, Nam v cc mon n c bit cua cc nc Chu . Ngoi ra nh
hng cn phc v cc bui tic Buffet, tic lin hoan v tic ci.
- Nh hng Cung nh: Hu vn lun t ho l min t c c bit l
nt c sc trong m thc cung nh Hu. Nh hng Cung nh mang n cho
khch hng ba cm Ng thin cua hong gia vi y u nhng nghi thc trang
trng. Nh hng c xy dng theo kin trc nh rng c xa vi nhng ha tit
rng phng s mang n cho khch hng cm gic ch thc nht.

36
 - Nh hng Riverview: Nm bn b sng trong mt khng gian thong mt
v yn tnh, khch hng co th n y thng thc cc mon n c sn ti
sng, tht rng v hi sn theo thc n A La Cart cua nh hng.
- Trung tm l hnh Xanh Hu
a ch: 2 L Li, Tp Hu.
in thoi: (054) 3822323 - 3824669. Fax: (054) 3826923
Email: info@huegreentravel.com;travel@huegreentravel.com
Website: www.huegreentravel.com
L n v co nhiu kinh nghim v uy tn i vi khch hng vi nhiu
chng trnh du lch nh: T chc du lch trn goi hoc theo yu cu cc chng
trnh tham quan trong nc v nc ngoi; T chc cc chng trnh tham quan: du
lch vn ho, du lch sinh thi, du lch thm li chin trng xa DMZ - ALi...
c bit chuyn t chc cc chng trnh tham quan di sn th gii ti min Trung:
Hu - Phong Nha - Hi An - M Sn; Phc v vn chuyn vi cc loi xe du lch
i mi t 4 - 45 gh, thuyn rng tham quan; Hng dn vin ting Vit, Anh,
Php... co kinh nghim, nhit tnh; Ca Hu trn sng Hng, ca Hu thnh phng,
ca ma Cung nh ... ; t phng khch sn, v tu, v my bay...
- Nh hng Xanh
a ch: 1B Nguyn Th Minh Khai, Tp Hu.
in thoi: (054) 3824836.
Nm v tr trung tm thnh ph Hu, vi li kin trc c o nh sn dn
tc, nh hng Xanh co sc cha 500 khch, trang b hin i, phong cch mi l;
chuyn phc v cc mon n u, , cm lam v cc mon n c sn Hu...
- Bit th Cm T
a ch: Vn quc gia Bch M, TT Hu.
i n thoi: (054) 3822323 - 3824669. Fax: (054) 3826923
Nm trung tm vn quc gia Bch M, cch nh ni Bch M 1km, l
im l tng cho khch du lch d ngoi. Bit th gm 8 phng 27 ging, nh
hng, bi cm tri v sn chi la tri.

37
 2.1.3. B my qun l Cng ty C phn du lch Xanh Hu
2.1.3.1. S c cu t chc
HI NG QUN
TR

GIM C CNG TY KIM

GIM C KHCH SN
XANH

PHN PHN PHN KHCH BIT NH TRUNG

G G G TCKT SN TH HNG TM
TCL- KDTT XANH CM T- XANH
L HNH
HC BCH
XANH
M

TIN BUN M TH SIU BO BO

SNH G THC THAO TH TR V
PHNG GII TR XANH

BN BP

Hnh 2.1: S c cu t chc Cng ty CPDL Xanh Hu

(Ngun: Phng T chc Lao ng Hnh chnh Cng ty CPDL Xanh Hu)

38
 2.1.3.2 Chc nng v nhim v cc phng ban
- Phng Ti chnh K ton (TCKT): Co nhim v tun thu php lut, php
quy, t chc mt cch hp l ton b hot ng ti chnh, ti v, qun l d ton,
hch ton kinh t v gim st ti v, nng cao hiu qu kinh t cua n v.
- Phng T chc Lao ng Hnh chnh (TCL-HC): Di s lnh o
cua Gim c lp quy hoch tng hp, t chc thc hin v phi hp cc cng tc
v cc mt ch nhn s, quan h nhn s, ngun nhn lc, phn phi nhn lc,
o to cn b, cng nhn vin v qun l hnh chnh.
- Phng Kinh doanh th trng: Kinh doanh th trng l tin trnh nghin
cu, phn tch nhng nhu cu cua khch hng, nhng sn phm, dch v du lch v
nhng phng thc cung ng, h tr a khch hng n vi sn phm nhm hi
lng nhu cu cua khch hng ng thi t c mc tiu cua t chc.
Phng kinh doanh th trng l n v trc tip tm kim th trng thng qua
nhiu knh thng tin, trn nhiu lnh vc. Bn cnh o, khng ngng tm kim v
m rng th trng nhm mc ch lm tng th phn, bn c nhiu sn phm
dch v thng qua uy tn thng hiu, thng tin v cht lng sn phm, gi c v
quyn li cua khch hng khi s dng.
- Trung tm L hnh Xanh: Xy dng v thng xuyn i mi cc Tour,
tuyn, cc chng trnh du lch cho bn cho khch hng.
Mt Tour, tuyn hay chng trnh du lch trn goi, bao gm nhng khu quan
trng nh: vn chuyn, khch sn, n, ung, a on khch, tham quan, vui chi
gii tr. Mt chng trnh du lch trn goi, ti thiu phi co hai thnh phn chnh l
vn chuyn v khch sn. Trong du lch trn goi, co 3 n v kt hp chu yu: Cng
ty L hnh (vn chuyn), n v cung ng lu tr (khch sn) v tham quan gii tr.
Tuy nhin, khi kt hp Tour, ty theo loi Tour v i tng khch chn nhng
thnh phn c bn cho ph hp vi mi loi Tour.
- Nh hng Xanh: Mc tiu qun l kinh doanh cua dch v n ung chnh
l lm ra nhng mon n ngon, gi c hp l, phc v vi thi vn minh lch s,

39
to ra khng kh thoi mi, khin khch cm thy m p, d chu nh nh mnh,
thy vui m ti, thy hi lng m n.
- B ph n Tin snh: B phn tin snh l trung tm vn hnh nghip v
cua khch sn, nhn thng tin, tip nhn khch v phc v khch trong sut qu trnh
quan h gia khch v khch sn t khu t phng trc khi ti khch sn, khch
n n ngh, cho ti khi khch thanh ton v ri khch sn. Hng ngy kp thi nm
cc thng tin v ngun khch, tnh hnh khch, nhu cu cua khch, cung cp nhng
cn c tham kho lnh o khch sn bit, iu chnh k hoch v sch lc kinh
doanh cua khch sn.
- B ph n Chm sc khch hng:Mc tiu qun l cua B phn chm soc
khch hng l th hin s nhit tnh, chu ng, thng xuyn quan tm, thm hi,
hng dn cho khch khi n khch sn, tranh thu mi thi im gii thiu bng
c nhng thng tin v khch sn, nhng sn phm dch v m chc chn khch
hng s quan tm. Mt mt va nng cao v th cua khch sn, va cao gi tr
cua khch hng; khng nh vi khch hng v tiu chun khch sn, nhiu loi
hnh dch v, trnh nghip v cua cn b nhn vin lm tng thm gi tr thng
hiu, to s an tm cho khch khi lu tr hoc khi s dng dch v ti khch sn.
Bn cnh o, trch nhim cua b phn cn bao gm vic gii quyt nhng
thng tin phn nh t pha khch hng kp thi, n cn, chu o v cu tin; lm cho
khch hng cm thy yn tm, tin tng, phc v chu o v thn thin nht
khch cm thy ngh khch sn nh ngh nh. Trng hp yu cu nm ngoi
kh nng, nhim v, trch nhim v quyn hn th trc tip t ln Gim c
gii quyt kp thi.
- B ph n
bung phng:Mc tiu qun l cua b phn bung phng l phc
v khch theo tiu chun qun l quc t, dch v chun mc, khin khch thoi mi,
thun tin, an ton nh sng nh mnh co nhiu khch mi v khch quen ti n
ngh ti khch sn, nng cao danh ting cua khch sn trong v ngoi nc.

40
 Qun l ton din b phn bung phng phc v khch n ngh ti Khch sn
mt cch co hiu qu cht lng tt, bo m cc phng khch lun sch s nh
mi, khin khch hi lng v li n tng tt i vi khch sn.
- B ph n m thc: Mc tiu qun l kinh doanh cua dch v n ung l
lm ra nhng mon n ngon, gi c hp l, phc v vi thi vn minh lch s, to
ra khng kh thoi mi, khin khch cm thy m p, d chu nh nh mnh, thy
vui m ti, thy hi lng m n.
- B phn Sc kho gii tr: Chu trch nhim ton din v cng tc qun l
khu vui chi gii tr, cung cp cho khch hng dch v hng nht, hon thnh cc ch
tiu kinh t do cp trn giao.
- B ph n
Bo tr: Duy tr bo dng c s vt cht trang thit b trong
khch sn, l nhm mc tiu bo m hot ng kinh doanh cua khch sn c
din ra bnh thng, an ton, khng gin on to cm gic yn tm i vi khch
hng, cp hng sao.
- B ph n An ninh:Lm tt cng tc bo v an ton khch sn l tin c
bn cua mi cng tc khch snBn cnh o, kt hp vi vic tng cng cng
tc bo v ni b, ra cc quy nh v cc bin php an ton co hiu qu, tin
hnh tuyn truyn, gio dc php lut, nng cao thc bo v an ton cn b, cng
nhn vin, phng nga xy ra cc s c bt ng. Ngoi nhim v bo v an ton ti
sn cua khch sn, b phn An ninh cn phi bo m tnh mng v ti sn cua
khch, to ra bu khng kh kinh doanh tt, lm cho khch co cm gic nh nh
mnh, to iu kin yn tm cng tc cho cn b v nhn vin.
2.1.4. Tnh hnh ngun lc ca Cng ty C phn du lch Xanh Hu
Qua 3 nm, t 2011 n 2013, tnh hnh lao ng cua cng ty co s bin ng
gim ng k. S chnh l ch th hi n r rng giai on 2011 n 2012, s lng
nhn vin gim t 342 ngi xung cn 318 ngi, tng ng gim 7% v trong
giai onh 2012-2013 tip thc gim 33 ngi tng ng vi 10,4%. Nguyn nhn
co s bin chuyn ny l do cng ty ang thc hi n k hoch thuyn gim nhn

41
vin vi mc ch l tng nng sut lao ng cua mi ngi v m bo ch tiu tit
ki m ton cng ty.
Theo gii tnh: giai on 3 nm 2011-2013, lao ng n u chim a s vi
trn 55% tng s lao ng trong cng ty. Nm 2013, tng s nhn vin l 285
ngi, trong o co 165 nhn vin n (57,9%) v co 120 nhn vin nam (42,1%).
iu ny c gii thch kh hp l khi cng ty kinh doanh chnh lnh vc lu tr
v m thc nn cn m t s lng ln n nhn vin kho lo, co ngoi hnhphc
v cc b ph n nh l tn, spa, bung, nh hng, bp Trong khi o, a s nam
nhn vin lm vi c b ph n an ninh, bo tr.
Theo tnh cht cng vic: Trn 80% nhn vin cng ty l lao ng trc tip
qua 3 nm lin, cn li l lao ng gin tip. Co s phn hoa lao ng y do
cng ty kinh doanh chnh trn lnh vc m thc v lu tr nn i a s nhn vin
lm vi c cc b phn nghi p v nh bung phng, bp, nh hng, l tn, an ninh,
bo tr Lao ng gin tip phn ln l nhng nhn vin lm vi c cc phng hnh
chnh, k ton, kinh doanh chu trch nhi m qun l, iu hnh v lm cng vi c
vn phng. Do thi gian ny tin hnh vi c ct gim nhn vin nn co s st gim
v lao ng trc tip ln lt l 35 v 33 ngi qua cc nm, tng ng vi 11,4%
v 12,1%. Bn cnh o, lao ng trc tip tng 11 ngi, tng ng vi 31,4%
trong nm 2012 v duy tr khng i trong nm 2013.
Theo trnh chuyn mn: nm 2012 t l nhn vin t trnh i hc
gim 8% so vi nm 2011, cc nhn vin trnh Cao ng, Trung cp cng gim
11,9%. Co s gim st t ng t ny l do cng ty ang trong qu trnh ct gim
bin ch, tit ki m chi ph lao ng. Bn cnh o, s lng nhn vin lao ng ph
thng li tng ln 25%. Tuy nhin, n nm 2013 co s i mi do nh n thy tm
quan trng cua nhn vin t trnh cao s gop phn gip doanh nghi p hot
ng kinh doanh tt hn nn cng ty ch trng n cng tc u vo. Bn cnh o,
cng ty to iu ki n cho nhn vin nng cao cht lng chuyn mn, nghip v
nn nhn vin trnh i hc tng thm 8,7%. Ngc li l s ct gim nhn
vin, trnh Cao ng, Trung cp gim 7,6% v lao ng ph thng gim 40%.

42
 Nm 2013, nhn vin cng ty co trnh i hc gm 50 ngi (17,5%), chu yu
lm cng tc qun l v vn phng. Chim s lng nhiu nht l trnh Cao
ng, Trung cp gm 205 ngi (71,9%) c phn cng lm vi c khp cc b
ph n phng, ban. Cn li l cc nhn vin lm vi c b ph n an ninh, bo v,
chm soc cy cnh hoc nhn vin v sinh. a s cc nhn vin ny t trnh
mc Trung hc c s ho c Trung hc ph thng.
Bng 2.1: Tnh hnh lao ng ca Cng ty CPDL Xanh Hu
giai on 3 nm 2011-2013

2011 2012 2013 2012/2011 2013/2012

C C C
SL SL SL
cu cu cu +/- % +/- %
(ngi) (ngi) (ngi)
(%) (%) (%)
1. Tng s
342 100 318 100 285 100 (24) (7) (33) (10,4)
lao ng
2. Theo gii tnh

-N 191 55,8 176 55,3 165 57,9 (15) (7.8) (11) (6.25)

-Nam 151 44,2 142 44,7 120 42,1 (9) (5.9) (22) (15.5)

3. Theo tnh cht cng vic

-Lao ng
307 89,8 272 85,5 239 83,8 (35) (11.4) (33) (12.1)
trc tip
-Lao ng
35 10,2 46 14,5 46 16,2 11 31.4 0 0
gin tip
4. Theo trnh chuyn mn

-i hc 50 14,6 46 14,4 50 17,5 (4) (8) 4 8.7

-Cao ng,
252 73,7 222 69,8 205 71,9 (30) (11.9) (17) (7.6)
Trung cp
-Lao ng
40 11,7 50 15,8 30 10,6 10 25 (20) (40)
ph thng
(Ngun: Phng TCL HC Cng ty CPDL Xanh Hu)
Nm 2013, Cng ty CPDL Xanh Hu gm 285 nhn vin lm vic nhiu
n v khc nhau. Phn b lao ng chu yu n v kinh doanh Khch sn Xanh

43
vi 195 nhn vin, chim 68,4% tng s nhn vin cng ty v t nht l n v
Bit th Cm T Bch M (0,35%). Cng ty CPDL Xanh Hu ra i vi loi hnh
kinh doanh u tin l lu tr nn vic ch trng hot ng kinh doanh khch sn
c t ln hng u. Do o, s lng nhn vin cua khch sn Xanh chim ln
nht cng ty l hp l. Trong o, b phn bung phng, nh hng v bp co s lao
ng ng nht phc v tt nht nhu cu lu tr v n ung cua khch hng.
Ngoi b phn nh hng ring cua khch sn, Nh hng Xanh cng l mt n v
kinh doanh trc thuc Cng ty c phn du lch Xanh Hu. Nh hng Xanh co 31
nhn vin, chim 10,9% tng s lao ng ton cng ty v chuyn trch phc v nhu
cu m thc cua khch hng.
Bng 2.2: C cu lao ng theo b phn ti Cng ty CPDL Xanh Hu
tnh n thng 2 nm 2014
n v tnh: Ngi
Tng s ngi
STT B phn T trng (%)
lao ng
1 Ban gim c 03 1,15
2 Vn phng cng ty 21 7,3
3 Cc b phn nghip v khch sn 21 7,3
Tin snh 21
An ninh 21
Khch sn Bo tr 15
4 Phc v phng 195 51 68,4
Xanh
m thc 80
Sc khe gii tr 07
5 Nh hng Xanh 31 10,9
6 Trung tm l hnh Xanh 13 4,6
7 Bit th Cm T- Bch M 1 0,35
10 Tng cng 285 100%
(Ngun: Phng TCL HC Cng ty CPDL Xanh Hu)
Tng s nhn vin ti cc b phn vn phng bao gm b phn TCKT, TCL
HC, Kinh doanh th trng v b phn nghip v khch sn chim t l ln th 2
trong tng s lao ng cng ty, bao gm 42 ngi tng ng 14,6%.

44
 Ngoi ra, Trung tm l hnh vi nhim v phc v nhu cu tham quan, ngh
dng, du lch cho du khch trong v ngoi nc l mt trong bn n v kinh
doanh cua cng ty. B phn ny gm 13 nhn vin, chim 4, 6% tng s nhn vin
ton cng ty.
2.1.5. Thc trng v cc yu t nh hng n s hi lng v cng vic ca
nhn vin ti Khch sn Xanh Hu
- Tin lng
Thu nhp cua nhn vin ti khch sn Xanh Hu bao gm cc khon:
- Lng c bn
- Ph cp c hi (dnh cho b phn Bung phng)
- Ph cp chc v (dnh cho cn b qun l)
- Ph cp n cm ca (cho cc nhn vin b phn lm vic theo ca)
- Cc ch khc theo quy nh cua nh nc ( nh cng tc ph, ph o to vv)
- Nhng nhn vin no t t im kh tr ln trong cuc thi tay ngh (3 nm
t chc 1 ln) s c xt ln bc lng
- C hi thng tin o to
- i vi chnh sch o to, trung bnh mi nm s co khong 20 - 30 nhn
vin tham gia cc lp o to, tp hun v bi dng nghip v nh o to ti ch
ngn ngy, t chc mt s bui hc ti khch sn,... Bn cnh o, mt s t nhn
vin s c khch sn to iu kin gi i o to ti mt s trng xa nh
khch sn Xanh Hu thng phi hp vi trng Cao ng thng mi Nng.
Ty tng b phn, cc nhn vin s c sp xp vo cc lp o to ph hp.
Bn cnh o, cc nhn vin tham gia cc khoa o to s c h tr v mt thi
gian v kinh ph, to iu kin thun li cho vic nng cao trnh , kin thc
chuyn mn v nghip v cua mnh.
- i vi chnh sch thng tin, vic b nhim cc cn b qun l, ty vo
tng cp bc th chnh sch v qu trnh thng tin s khc nhau.
Trong vng 3 nm, khch sn s tin hnh t chc thi tay ngh 1 ln. Nhn
vin c chn tham gia cuc thi ny phi m bo c t nht 2 nm lao ng
gii trn tng s 3 nm. Cuc thi tay ngh cua khch sn Xanh Hu c t chc
thng qua S Du lch Tha Thin Hu. Nhng nhn vin no t t im kh tr
ln s c xt ln bc lng.

45
 - Cp trn
Ban lnh o Khch sn Xanh Hu bao gm ban gim c v cc trng pho
b phn.
Ban gim c bao gm Gim c khch sn, 1 Pho gim c khch sn (ph
trch m thc) v 1 Pho gim c khch sn (ph trch lu tr) thc hin cc cng
vic: qun l, iu hnh ton b hot ng cua khch sn theo chc nng, nhim v,
quyn hn c giao.
Bn cnh o, trng pho cc b phn khch sn m nhn cng vic qun l,
iu hnh cc nhn vin cp di thuc b phn cua mnh theo chc nng, nhim
v, quyn hn c giao.
- ng nghip
Khch sn Xanh Hu lun khuyn khch cc nhn vin lm vic da trn tinh
thn thn thin, chia s kinh nghim, gip ln nhau, t o to ra c mi
trng, khng kh lm vic thoi mi, thun li v vn hoa doanh nghip tt p.
- c im cng vic
Khch sn Xanh Hu bao gm tt c 9 phng ban, b phn. Nu phn theo tiu
ch cng vic, khch sn Xanh Hu bao gm 3 khi: khi qun l, khi vn phng
v khi lao ng trc tip
- Khi qun l: bao gm ban gim c, trng pho cc b phn.
- Khi vn phng: bao gm cn b phng t chc lao ng hnh chnh,
phng ti chnh k ton v phng kinh doanh v th trng. Ba phng ban ny
chu trch nhim i vi ton b hot ng cua c Cng ty CPDL Xanh noi chung.
- Khi lao ng trc tip: bao gm cc b phn m thc, l tn, bung phng,
bo v, bo tr v sc khe gii tr.
Cng vic ti cc v tr v b phn khc nhau co nhng c th khc nhau.
Mi v tr u i hi nhng quy trnh thc hin ring do tnh cht chuyn mn hoa
trong cng vic khch sn.
- iu kin lm vic
- C s vt cht
Khch sn c u t xy dng cc cng trnh kin trc kh y u, thit b
phng tin h tr hin i. Khch sn cng lun m bo cung cp u cc phng
tin, thit b phc v trong qu trnh lm vic cua nhn vin.

46
 Mi nhn vin cua khch sn Xanh Hu khi bt u lm vic chnh thc s
c cung cp y u cc c s vt cht nh: tu ng , ng phc, Bn cnh
o, khch sn cn co canteen tp th cho nhn vin, co phng trc mi b phn,..
- Thi gian lm vic
m bo theo quy nh cua php lut nh nc ban hnh.
+ i vi khi nhn vin vn phng th lm vic hng ngy theo gi hnh chnh
+ i vi khi nhn vin lao ng trc tip th tin hnh lm vic theo ca: ca
sng, ca ti v ca trc qua m ty thuc s phn chia cua cc b phn
Khng gian lm vic thong ng, cch sp xp, b tr cc phng ban b phn
ph hp vi tng loi cng vic m nhim.
- Chnh sch phc li
Khch sn Xanh Hu co qu cng on dnh cho cc hot ng nhm nng
cao i sng vt cht tinh thn cho nhn vin. Qu cng on ny bao gm 2 phn:
+ Kinh ph: do khch sn b ra 2% trch t li nhun sau thu
+ on ph: thu 1% lng cua ton b cn b cng nhn vin cua khch sn
Sau khi np ln Lin on lao ng, t pha Lin on lao ng s trch v
chnh l qu cng don cua cng ty. Qu cng on thng dng :
+ T chc cc ngy l nh 8/3, 20/10,..
+ T chc tt thiu nhi, trung thu, pht thng cho con em CBCNV trong
khch sn
+ T chc cc chuyn i chi, d ngoi cho CBCNV
+ Thm nhn vin m au, gip gia nh cua nhn vin gp hon cnh kho khn,..

47
 2.1.6. Kt qu hot ng kinh doanh ca Cng ty CPDL Xanh Hu giai on 2011-2013
Bng 2.3: Kt qu hot ng kinh doanh ca Cng ty CPDL Xanh Hu giai on 2011-2013
(n v tnh: triu ng)
2012/2011 2013/2012
Ch tiu 2011 2012 2013
+/- % +/- %
- Doanh thu bn hng cung cp dch v 55.263 54.676 55.545 (587) (1,06) 869 1,58

- Cc khon gim tr doanh thu - - -

- Doanh thu thun v bn hng v cung cp dch v 55.263 54.676 55.545 (587) (1,06) 869 1,58

- Gi vn hng bn 48.721 50.391 50.487 1.670 3,42 96 0,19

- Li nhun gp v bn hng v cung cp dch v 6.541 4.284 5.057 (2.257) (34,5) 773 18,04
(Ngun: Phng TCKT Cng ty CPDL Xanh Hu)
Trong giai on 2011 2013, kt qu hot ng kinh doanh cua cng ty nhn chung co nhiu bin ng. Nm 2012,
doanh thu thun v bn hng v cung cp dch v cua cng ty gim 587 triu ng, tng ng vi 1,06%. Bn cnh o, gi
vn hng bn li tng 1.670 triu ng (3,42%). iu ny dn n li nhun v bn hng v cung cp dch v cua cng ty
gim 2.257 triu ng hay 34,5%. iu ny c gii thch l do s hot ng km hiu qu cua siu th Xanh trong nm gn
y.

48
 Bc qua nm 2013, cng vi s ngng hot ng cua siu th Xanh l nhng
du hiu kh quan v kt qu hot ng kinh doanh cua cng ty. Doanh thu v bn
hng v cung cp dch v tng 869 triu ng, tng ng tng 1,58%. Theo o l s
tng cua gi vn hng bn nhng vi tc chm hn 0,19% hay 96 triu ng. Li
nhun cua cng ty cng tng n 18,04% tng ng vi 773 triu ng.
Co c nhng kt qu o l nh s n lc khng ngng cua ton b cn b
cng nhn vin cua ton cng ty. Hy vng trong thi gian ti Khch sn Xanh Hu
s t c nhng kt qu tt hn na nhm khng nh v tr khch sn uy tn, cht
lng v thn thin trong tm tr khch hng.
Error: Reference source not found2.2. Cc yu t nh hng v mc hi
lng v cng vic ca nhn vin ti Khch sn Xanh Hu
2.2.1. c im i tng nghin cu
i tng nghin cu cua ti l nhng lao ng trc tip ang lm vic ti
Khch sn Xanh Hu. Tc gi nghin cu tin hnh iu tra phng vn trc tip
nhn vin, s lng nhn vin tin hnh iu tra l 195, thu v 195 phiu tr li hp
l. Qua iu tra nh gi s b c im cua nhn vin ti Khch sn Xanh Hu c
th nh sau:
Bng 2.4: c im i tng nghin cu
c im Phn loi Tn s T l %
Nam 66 33,8
Gii tnh N 129 66,2
TNG 195 100
< 25 69 35.4
25 40 109 55.9
tui 41 51 15 7.7
>55 2 1.0
TNG 195 100
Di 1 nm 22 11.3
1 3 nm 85 43.6
Thi gian lm vic 3 5 nm 64 32.8
Trn 5 nm 24 12.3
TNG 195 100
B phn lm vic B phn tin snh 21 10.7
B phn m thc 80 41

49
 B phn bung phng 51 26.2
B phn sc khe gii tr 07 3.6
B phn bo tr 15 7.8
B phn bo v 21 10.7
TNG 195 100
i hc 15 7.7
Cao ng, Trung cp 138 70.8
Trnh chuyn mn
Tt nghip THCS, THPT 42 21.5
TNG 195 100
< 2 triu 53 27.2
2 3 triu 106 54.4
Thu nhp 3-4 triu 27 13.8
>4 triu 9 4.6
TNG 195 100
(Ngun: Kt qu phn tch d liu, 2014)
V gii tnh,trong s lao ng trc tip c tin hnh iu tra ti khch sn
Xanh Hu, s nhn vin n chim t l kh cao 66,2% tng ng vi 129 ngi.
Cn li ch co 33,8% nhn vin l nam. iu ny c gii thch kh hp l khi
cng ty kinh doanh chnh lnh vc lu tr v m thc nn cn m t s lng ln
n nhn vin kho lo, co ngoi hnhphc v cc b ph n nh l tn, spa,
bung, nh hng, bp Trong khi o, a s nam nhn vin lm vi c b ph n an
ninh, bo tr.
V tui, a phn nhn vin lm vic ti cng ty co tui tr. Chim t l
cao nht vi 55,9% l tui t 25 n 40, tng ng vi 109 nhn vin. S lng
nhn vin di 25 tui cng chim mt t l tng i cao vi 69 ngi. Cn li l
15 ngi tui 41 54 v 2 ngi tui trn 55, tng ng vi t l ln lt
l 7,7% v 1%.

50
 Hnh 2.2: T l nhn vin theo tui
Xt theo tiu thc thi gian lm vic, phn ln nhn vin l nhng ngi
gn bo lu di vi cng ty. Chim t l ln co th thy l thi gian 1 3 nm v 3
5 nm tng ng ln lt vi 85 v 64 ngi, hay 43,6% v 32,8%. Hai nhom thi
gian cn li l nh hn 1 nm v ln hn 5 nm chim t l gn bng nhau vi 22
nhn vin v 24 nhn vin.

Hnh 2.3: T l nhn vin theo thi gian lm vic

Xt theo b phn lm vic, chim t l cao nht ln n 41% tng s lng
nhn vin l b phn m thc (gm 2 b phn l bn v bp) bao gm 80 ngi.
Tip theo, b phn bung phng cng bao gm 51 nhn vin. Cc b phn tin
snh, an ninh v bo tr ln lt chim cc t l tng ng nhau 10,7% ; 10,7%

51
v 7,8%. Chim t l thp nht l b phn sc khe gii tr ch gm 7 nhn vin
tng ng vi 3,6%.
V trnh chuyn mn, cng ty bao gm 15 lao ng trc tip co trnh i
hc, tng ng 7,7%. Chim t l cao nht l 138 nhn vin t trnh cao ng
v trung cp vi 70,8%. Cn li 21,5% nhn vin thuc trnh tt nghip trung
hc c s, trung hc ph thng.

Hnh 2.4: T l nhn vin theo thu nhp

Xt theo tiu thc thu nhp i vi lao ng trc tip ti khch sn Xanh Hu,
chim t l cao nht l mc thu nhp t 2 3 triu ng vi 106 nhn vin tng
ng vi trn 50%. Vi mc lng di 2 triu ng bao gm 53 nhn vin hay
27,2%. Tip theo, 27 nhn vin t mc lng 3 4 triu ng, tng ng vi
13,8%. Chim t l nh nht v l trng, pho cc b phn k trn bao gm 9 ngi
chim 4,6% vi mc lng trn 4 triu ng.
2.2.2. nh gi mc hi lng v cng vic ca nhn vin ti Khch sn
Xanh Hu
2.2.2.1. Phn tch nhn t khm ph EFA
a. Phn tch nhn t khm ph EFA

52
 Trong ti nghin cu ny, phn tch nhn t s gip ta xem xt kh nng rt
gn s lng 33 bin quan st xung cn mt s t cc bin dng phn nh mt
cch c th s tc ng cua cc nhn t n s hi lng v cng vic cua nhn vin
ti Khch sn Xanh Hu. Kt qu phn tch nhn t c th hin di y
- Kim nh KMO
tin hnh phn tch nhn t khm ph th d liu thu c phi p ng
c cc iu kin qua kim nh KMO v kim nh Bartletts. Bartletts Test dng
kim nh gi thuyt H0 l cc bin khng co tng quan vi nhau trong tng
th, tc ma trn tng quan tng th l mt ma trn n v, h s KMO dng
kim tra xem kch thc mu ta co c co ph hp vi phn tch nhn t hay
khng. Theo Hong Trng v Chu Nguyn Mng Ngc (2007) th gi tr Sig. cua
Bartletts Test nh hn 0.05 cho php bc b gi thit H 0 v gi tr 0.5<KMO<1 co
ngha l phn tch nhn t l thch hp
Bng 2.5 : Kim nh KMO
KMO and Bartletts Test
Tr s KMO (Kaiser-Meyer-Olkin of Sampling Adequacy) 0,906
i lng thng k Approx. Chi-Square 1586,715
Bartletts (Bartletts Df 190
Test of Sphericity) Sig. 0,000
(Ngun: Kt qu phn tch d liu, 2014)
Kt qu kim nh cho ra tr s cua KMO t 0.906 ln hn 0.5 v Sig cua
Bartletts Test l 0.000 nh hn 0.05 cho thy 33 quan st ny co tng quan vi
nhau v hon ton ph hp vi phn tch nhn t.

- Ma trn xoay cc nhn t

Phng php c chn y l phng php xoay nhn t Varimax
proceduce, xoay nguyn goc cc nhn t ti thiu ho s lng cc quan st co
h s ln ti cng mt nhn t. V vy, s tng cng kh nng gii thch cc nhn
t. Sau khi xoay ta cng s loi b cc quan st co h s ti nhn t nh hn 0.5 ra

53
khi m hnh. Ch nhng quan st co h s ti nhn t ln hn 0.5 mi c s
dng gii thch mt nhn t no o. Phn tch nhn t khm ph EFA s gi li
cc bin quan st co h s ti ln hn 0.5 v sp xp chng thnh nhng nhom
chnh o l nhng nhn t nh hng n s hi lng v cng vic cua nhn vin ti
khch sn Xanh Hu
Kt qu phn tch nhn t khm ph ln 1 cho ra c 7 nhn t co nh hng
n s hi lng v cng vic. Trong qu trnh rt trch cc nhn t, 6 bin quan st
bao gm CH8, CH9, CT18, DN19, DN21 v DK27 co h s ti thp hn 0.5 b loi
b. 7 nhom nhn t c rt trch gii thch c 62,067% s bin ng cua s hi
lng v cng vic ti khch sn. (Xem ph lc)
Loi 6 bin quan st trn ra khi m hnh, tin hnh phn tch nhn t khm
ph ln 2 thu c 6 nhom nhn t nh hng. Trong o, cc bin quan st CH12
v CT17 co h s ti thp hn 0.5 nn b loi b. Bin CH11 co h s ti ln hn 0.5
nhng khng thuc r rng mt nhom nhn t no nn cng b loi khi m hnh.
(Xem ph lc)
Tip tc loi 3 bin quan st trn, tin hnh phn tch nhn t khm ph ln 3
thu c kt qu nh sau: co 5 nhom nhn t nh hng, trong o bin quan st
TL7 co h s ti ln hn 0.5 nhng khng thuc r rng mt nhom no nn loi
khi m hnh. Bin quan st DK29 co h s ti thp hn 0.5 nn cng b loi b.
(Xem ph lc)
Loi 2 bin trn v tin hnh phn tch nhn t khm ph ln 4 cho ra 4 nhom
nhn t nh hng. Trong o, bin quan st CT14 co h s ti ln hn 0.5 nhng khng
thuc r rng mt nhom nhn t no nn b loi b khi m hnh. (Xem ph lc)
Tip tc loi bin quan st trn, tin hnh phn tch nhn t khm ph ln 5
thu c kt qu nh sau: co 4 nhom nhn t nh hng v khng co bin quan st
no co h s ti nh hn 0.5. Bn nhom nhn t c rt trch gii thch c
58,009% s bin ng cua s hi lng v cng vic cua nhn vin ti khch sn
Xanh Hu.
Nhm xc nh s lng nhn t trong nghin cu ny s dng 2 tiu chun:

54
 - Tiu chun Kaiser (Kaiser Criterion) nhm xc nh s nhn t c trch t
thang o. Cc nhn t km quan trng b loi b, ch gi li nhng nhn t quan trng
bng cch xem xt gi tr Eigenvalue. Gi tr Eigenvalue i din cho phn bin thin
c gii thch bi mi nhn t, ch co nhn t no co Eigenvalue ln hn 1 mi c
gi li trong m hnh phn tch.
- Tiu chun phng sai trch (Variance Explained Criteria): Phn tch nhn t l
thch hp nu tng phng sai trch khng c nh hn 50%.
i vi kt qu phn tch nhn t khm ph trn, tng phng sai trch l
58,009% ln hn 50% v gi tr eigenvalues cua cc nhn t u ln hn 1, do o s
dng phng php phn tch nhn t l ph hp.

55
 Bng 2.6: Kt qu EFA cho thang o nhn t thnh phn ca
s hi lng cng vic
H s ti nhn t ca cc thnh phn
Bin quan st
1 2 3 4
TL02 0.589
TL03 0.724
TL04 0.754
TL05 0.681
CT15 0.643
PL31 0.644
PL33 0.569
CT16 0.642
DN20 0.681
CV22 0.671
CV23 0.641
CV25 0.579
PL32 0.726
TL01 0.686
CT13 0.676
DK26 0.692
DK30 0.576
CH10 0.708
CV24 0.728
DK28 0.550
Eigenvalue 7.442 1.697 1.334 1.128
Phng sai trch
37.210 8.486 6.672 5.640
(%)
(Ngun: Kt qu phn tch d liu, 2014)
Sau khi xoay cc nhn t ln th nm, ta thy s tp trung cua cc quan st
theo tng nhn t kh r rng. Bng kt qu phn tch cho thy co tt c 20 quan
st to ra 4 nhn t mi.
- t tn v gii thch nhn t
Cn c vo kt qu ma trn nhn t sau khi xoay cho thy, cc bin quan st
trong cc thnh phn ban u c nhom gp thnh 4 nhn t mi. Theo Bollen v
Hoyle, 1991; Hair v ctg, trng hp ny co th xy ra trong cc nghin cu thuc
lnh vc khoa hc x hi. Cc nhn t mi c nh ngha nh sau:

56
 Nhm nhn t th nht: Tin lng v phc li (TL-PL) co gi tr
Eigenvalue = 7.442> 1, nhn t ny lin quan n nh gi cua nhn vin v cc
yu t thuc chnh sch tin lng, thng v phc li cua cng ty.
Nhn t ny c din gii thng qua s tc ng cua cc tiu ch sau:
- Anh/ch co th sng hon ton da vo thu nhp cua cng ty
- Tin lng c tr cng bng gia cc nhn vin
- Tin lng ngang bng vi cc doanh nghip khc
- Tin lng tr y u v ng hn
- Chnh sch phc li r rang hu ch
- Phc li c thc hin y u v hp dn
Nhn t Tin lng v phc li gii thch c 37,210% phng sai v l
nhn t co t l gii thch bin ng ln nht.
Nhm nhn t th hai: c t tn c im cng vic v cc mi quan
h (CV-MQH) co gi tr Eigenvalue = 1.697 > 1, nhn t ny lin quan n cm
nhn cua nhn vin v c im cua cng vic mnh ang lm, cc mi quan h vi
cp trn v ng nghip trong cng ty.
Nhn t c im cng vic v mi quan h bao gm cc tiu ch nh:
- Cp trn coi trng ti nng v s ong gop
- ng nghip phi hp lm vic tt
- Cng vic ph hp vi kh nng, s trng
- Cm thy cng vic rt th v
- Cng vic co nhiu thch thc
Nhn t ny gii thch c 8,486% phng sai.
Nhm nhn t th 3: c t tn l Mi trng lm vic (MTLV), co
gi tr Eigenvalue = 1,334>1, nhn t ny bao gm cc yu t lin quan n mi
trng lm vic hng ngy cua nhn vin
- Tin lng tng xng vi kt qu lm vic
- Cp trn quan tm cp di
- Mi trng lm vic an ton

57
 - Khng lo lng mt vic lm
Nhom nhn t Mi trng lm vic gii thch c 6.672% phng sai. Trong
cc bin quan st, th bin mi trng lm vic an ton c nhn vin nh gi l
tc ng mnh nht vi h s ti nhn t l 0.692.
Nhm nhn t th 4: c t tn l C hi o to v lm vic (CHT-
LV), co gi tr Eigenvalue = 1.128 >1, nhn t ny bao gm cc yu t lin quan n
nhng c hi c o to v pht trin, cng vic v phng tin khi nhn vin
lm vic ti cng ty
Gm cc yu t nh:
- c o to v pht trin ngh nghip
- Cng vic phn chia hp l
- Phng tin, thit b thc hin cng vic y u
Nhn t ny gii thch c 5.640% phng sai.
Nh vy, qu trnh phn tch nhn t rt ra c 4 nhn t: tin lng v
phc li, c im cng vic v mi quan h, mi trng lm vic, c hi o to
v lm vic vi tng phng sai trch l 58.009% gii thch c 58.009% bin
thin d liu.
- Kt qu thang o nhn t S hi lng
Nhom S hi lng v cng vic bao gm 3 bin quan st. Thng qua 3 bin quan
st ny nh gi s hi lng v cng vic cua nhn vin ti khch sn Xanh Hu.
m bo tin cy v kt dnh cua cc nhn t s hi lng v cng vic
a ra phn c s l thuyt, ta cng s phi tin hnh phn tch nhn t i vi
cc nhn t cua s hi lng. Kt qu thu c nh sau:

58
 Bng 2.7: Kim nh KMO i vi s hi lng

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. 0,664

Approx. Chi-Square 107,972

Bartlett's Test of Sphericity
Df 3
Sig. 0.000
(Ngun: Kt qu phn tch d liu, 2014)
+ H s KMO = 0,664 ln hn 0.5, s dng phn tch nhn t l ph hp.
+ Kt qu kim nh Bartletts Test of Sphericity co Sig = 0.000, s dng phn
tch nhn t l ph hp.
+ Tiu chun Eigenvalues=1,894 > 1 co 1 nhn t c to ra.
+ Tng phng sai trch bng 63,133% > 50% , tha yu cu.
+ Tt c cc bin u co h s ti nhn t > 0,5
Bng 2.8: Kt qu EFA ca thang o s hi lng cng vic
Yu t
Bin quan st
1
HL34 0,754
HL35 0,826
HL36 0,802
Eigenvalue 1,894
Phng sai rt trch (%) 63,133
(Ngun: Kt qu phn tch d liu, 2014)
Kt qu phn tch nhn t i vi thang o ny cho chng ta thy cc bin co
kt dnh v cng phn nh mt phm tr, o l s hi lng v cng vic cua nhn vin.
b. Kim nh tin cy thang o ( Cronbachs Alpha)
Sau khi tin hnh phn tch nhn t khm ph i vi cc ch tiu
nghin cu a ra ban u, kt qu thu c 5 nhn t i din m
hnh nghin cu. Tip theo, nh gi tin cy ca 5 nhm bin
ny, nghin cu tin hnh phn tch Cronbach Alpha cho tng nhm.

59
 H s Cronbachs Alpha cho bit mc tng quan gia cc bin trong bng
hi, tnh s thay i cua tng bin v mi tng quan gia cc bin. (Bob
E.Hays, 1983). Theo nhiu nh nghin cu, mc nh gi cc bin thng qua h
s Cronbachs Alpha c a ra nh sau:
Trong mi nhm, cc bin c h s tng quan bin tng
(Corrected Item Total Correlation) ln hn 0,3 v c h s Cronbachs
Alpha ln hn 0.6 s c chp nhn v a vo nhng bc phn tch
x l tip theo.
Bng 2.9: H s Cronbach alpha
Trung bnh Phng sai Cronbachs
Tng quan
Bin quan st thang o nu thang o nu Alpha nu loi
bin tng
loi bin loi bin bin
Thnh phn tin cy (TL-PL): ALPHA = 0,857
TL02 22.6359 6.326 .661 .831
TL03 21.7692 6.261 .726 .822
TL04 21.8667 6.126 .682 .828
TL05 21.8821 6.280 .536 .853
CT15 22.4205 6.585 .613 .838
PL31 22.1744 6.846 .562 .845
PL33 22.2667 6.599 .604 .839
Thnh phn tin cy (CV-MQH): ALPHA = 0,822
CT16 19.1333 4.498 .589 .793
DN20 18.6308 4.399 .589 .794
CV22 18.4821 4.643 .658 .782
CV23 18.9692 3.978 .677 .774
CV25 19.1641 5.035 .403 .829
PL32 18.7744 4.526 .639 .784
Thnh phn tin cy (MTLV): ALPHA = 0,728
TL01 10.9385 .800 .599 .640
CT13 11.0359 .726 .577 .634
DK26 10.9538 .807 .475 .692
DK30 11.7795 .616 .492 .712
Thnh phn tin cy (CHT-LV): ALPHA = 0,619
CH10 8.8564 .876 .324 .652
CV24 9.1590 .640 .543 .341
DK28 9.0615 .697 .430 .518
Thnh phn tin cy (HL): ALPHA = 0,707
HL34 7.8462 .935 .475 .676

60
 HL35 8.2410 .782 .570 .558
HL36 7.8410 .763 .536 .604
(Ngun: Kt qu phn tch d liu, 2014)
H s Cronbach's Alpha cua tt c cc nhn t sau khi rt trch t cc bin
quan st bng phng php phn tch nhn t EFA u ln hn 0.6. c bit, nhn
t Tin lng v phc li (Cronbach's Alpha =0.857) v c im cng vic v
mi quan h (Cronbach's Alpha=0.822) co h s Cronbach's Alpha kh cao. iu
ny do s bin cua nhng nhn t ny cng kh ln (ln lt l 7 bin v 6 bin).
Ngoi ra, tt c cc h s Cronbach's Alpha cua cc nhom bin quan st v Mi
trng lm vic, C hi o to v lm vic v S hi lng u co gi tr
Cronbach's Alpha tng i cao v u ln hn 0.6
Trong mi nhom bin th h s tng quan tng cua cc bin quan st u ln
hn 0.3. iu ny khng nh thang o cc nhn t rt trch t cc bin quan st l
ph hp v ng tin cy. Vy ta co th s dng 5 nhom bin ny trong cc bc phn
tch tip theo.
2.2.2.2. Phn tch nhn t khng nh CFA
Phn tch nhn t khng nh CFA c thc hin vi 18 bin quan st. T kt
qu phn tch EFA co 4 nhn t c rt ra vi cc nhom thang o tng ng to
thnh m hnh o lng cc khi nim v c a vo phn tch CFA xem xt
s ph hp cua m hnh vi d liu nghin cu. Kt qu phn tch CFA nh sau:
Kim nh s ph hp ca m hnh
Bng 2.10: Cc ch s nh gi s ph hp ca m hnh vi d liu nghin cu
Cc ch s nh gi Gi tr
CMIN/DF 1.681
GFI 0.880
TLI 0.911
CFI 0.923
RMSEA 0.059
( Ngun: Kt qu phn tch CFA trn phn mm Amos 16)
Da vo bng trn ta thy, CMIN/DF=1.681 (<2), TLI v CFI ln hn 0.9,
RMSEA= 0.059 (< 0.08) u ph hp. Tuy nhin, ch s GFI= 0.880 gn 0.9. Do

61
vy, nhn chung m hnh ph hp hay tng thch vi d liu nghin cu. Ngoi ra,
cn xem xt thm mt s vn v tin cy thang o, gi tr hi t, tnh n
nguyn v gi tr phn bit.
nh gi tin cy thang o
tin cy thang o c nh gi thng qua 3 ch s: tin cy tng hp
(CR), tng phng sai rt trch (AVE) v h s Cronbachs Alpha.
v Cronbachs Alpha: phn tch trong phn trn (2.2.2.1)
v tin cy tng hp v tng phng sai rt trch

62
 Bng 2.11: tin cy tng hp v tng phng sai rt trch cc nhn t

tin cy Tng phng sai

Nhn t
tng hp (CR) rt trch(AVE)
Tin lng v phc li 0,860 0,571
Cng vic v mi quan h 0,826 0,449
Mi trng lm vic 0,750 0,431
C hi o to v lm vic 0,643 0,438
( Ngun: X l s liu trn Amos 16 v tnh ton trn Excel)
Thang o c nh gi l ng tin cy khi tin cy tng hp co ngha khi
co gi tr ln hn 0.5 v tng phng sai rt trch co ngha khi co gi tr trn 0.5
(Hair & cng s 1995; Nunnally, 1978). T bng kt qu trn, ta co th thy cc CR
>0.5 v AVE cua thang o Tin lng v phc li ln hn 0,5 t yu cu, cc
thang o cn li co AVE gn bng 0,5 nn cng co th chp nhn c. Do o, cc
thang o lng nhn chung l ng tin cy.
- Kim nh gi tr hi t
Thang o c xem l t gi tr hi t khi cc trng s chun hoa cua cc
thang o ln hn 0.5 v co ngha thng k (Gerbring & Anderson, 1988; Hair &
cng s, 1992). Ngoi ra, cn mt tiu ch khc kim tra gi tr hi t o l tng
phng sai rt trch (AVE) cua cc khi nim. Fornell v Larcker (1981) cho rng
nhn t t gi tr hi t th AVE ti thiu phi l 0.5. Theo kt qu phn tch cho
thy, tt c cc h s chun hoa v cha chun hoa u ln hn 0.5, ng thi
cc gi tr AVE u ln hn 0.5 nn co th kt lun cc nhn t t gi tr hi t.

63
 Bng 2.12: Cc h s cha chun ha v chun ha

H s cha chun H s chun

Mi tng quan gia cc nhn t
ha ha
c7.3 <--- TL-PL 1 0.674
c7.1 <--- TL-PL 0.791 0.577
c3.3 <--- TL-PL 1.009 0.683
c1.5 <--- TL-PL 1.056 0.565
c1.4 <--- TL-PL 1.199 0.713
c1.3 <--- TL-PL 1.199 0.792
c1.2 <--- TL-PL 1.217 0.771
c7.2 <--- CV-MQH 1 0.687
c5.4 <--- CV-MQH 0.621 0.432
c5.2 <--- CV-MQH 1.425 0.773
c5.1 <--- CV-MQH 1.006 0.757
c4.2 <--- CV-MQH 1.087 0.658
c3.4 <--- CV-MQH 1.035 0.661
c6.5 <--- MTLV 1 0.64
c6.1 <--- MTLV 0.643 0.583
c3.1 <--- MTLV 0.805 0.683
c1.1 <--- MTLV 0.695 0.713
c6.3 <--- CHT-LV 1 0.624
c5.3 <--- CHT-LV 1.207 0.772
c2.3 <--- CHT-LV 0.59 0.423
0.674
(Ngun: kt qu x l Amos 16.0)
- Tnh n nguyn
Theo Steenkamp & Van Trijp (1991), mc ph hp vi m hnh vi d liu
nghin cu cho chng ta iu kin cn v u cho tp bin quan st t c tnh

64
n nguyn tr trng hp sai s cua cc bin quan st co tng quan vi nhau. T
kt qu thu c, m hnh c xem l ph hp vi d liu nghin cu v khng co
tng quan gia cc sai s o lng nn co th kt lun no t tnh n nguyn.
- Gi tr phn bit
Gi tr phn bit c nh gi qua nhng tiu ch sau:
(1) nh gi h s tng quan gia cc nhn t co khc bit vi 1 hay khng.
(2) So snh gi tr cn bc 2 cua AVE vi cc h s tng quan cua mt nhn
t vi cc nhn t cn li.
Ta nhn thy h s tng quan gia cc cp nhn t nghin cu co cc gi tr p-
value u nh hn 0,05 nn h s tng quan cua tng cp khi nim l khc bit so vi
1 tin cy 95%.
Bng 2.13: nh gi gi tr phn bit

Estimate S.E. C.R. P

TL-PL <--> CV-MQH 0.098 0.017 5.766 0,00
TL-PL <--> MTLV 0.083 0.015 5.554 0,00
TL-PL <--> CHT-LV 0.07 0.015 4.498 0,00
CV-MQH <--> MTLV 0.073 0.014 5.168 0,00
CV-MQH <--> CHT-LV 0.082 0.017 4.836 0,00
MTLV <--> CHT-LV 0.057 0.013 4.205 0,00
( Ngun: Kt qu tnh ton cc ch s trn Amos v Excel)
Bng 2.14: Tng phng sai rt trch (AVE) ca cc nhn t
TLPL CVMQH MTLV CHTLV
AVE 0,571 0,449 0,431 0,438
AVE^2 0,755 0,670 0,656 0,662
(Ngun: Kt qu x l s liu trn Amos 16 v tnh ton trn Excel)
Bng 2.15: Ma trn tng quan gia cc khi nim

TLPL CVMQH MTLV CHTLV

TLPL 1
CVMQH .098 1
KLV .083 .073 1
CHTLV .07 .082 .057 1
(Ngun: Kt qu x l s liu trn Amos 16 v tnh ton trn Excel)

65
 Qua so snh gi tr cn bc 2 cua AVE Bng trn vi cc h s tng quan
gia cc khi nim, co th thy AVE cua tng khi nim ln hn bnh phng cc h s
tng quan gia khi nim o vi cc khi nim cn li khc.
Do o, t tt c nhng kt qu trn, ta co th khng nh rng cc khi nim
hay thang o t gi tr phn bit.
Nh vy, ta co m hnh phn tch CFA:

Hnh 2.5: M hnh phn tch nhn t khng nh CFA

(Ngun: Kt qu x l s liu trn Amos 16)

66
 2.2.2.3. M hnh phng trnh cu trc tuyn tnh SEM
Sau khi phn tch CFA, nghin cu s dng m hnh cu trc SEM
nhm xc nh cc nhn t nh hng v mc nh hng ca tng
nhn t n mc hi lng v cng vic ca nhn vin. Phn tch
SEM c tin hnh phn tch bt u t m hnh nghin cu xut
ban u, sau tin hnh hiu chnh m hnh c c m hnh tt
hn.
Trong kim nh gi thit v m hnh nghin cu, m hnh cu trc tuyn tnh
SEM co nhiu u im hn cc phng php phn tch a bin truyn thng nh
hi quy bi, hi quy a bin v no co th tnh c sai s o lng. Hn na,
phng php ny cho php chng ta kt hp c cc khi nim tim n vi o
lng cua ta v co th xem xt cc o lng c lp tng phn hay kt hp chung
vi m hnh l thuyt cng mt lc.
Gi thuyt:
H1: C mi tng quan thun gia Tin lng v phc li v s
hi lng v cng vic ca nhn vin ti Khch sn Xanh Hu
H2: C mi tng quan thun gia c im cng vic v mi
quan h v s hi lng v cng vic ca nhn vin ti Khch sn
Xanh Hu
H3: C mi tng quan thun gia Mi trng lm vic v s
hi lng v cng vic ca nhn vin ti Khch sn Xanh Hu
H4: C mi tng quan thun gia C hi o to v lm vic
v s hi lng v cng vic ca nhn vin ti Khch sn Xanh Hu

67
 Hnh 2.6: Kt qu phn tch m hnh cu trc tuyn tnh SEM ln 1
(Ngun: Kt qu x l s liu trn Amos 16)
Kt qu th hin hnh, co th noi m hnh ph hp vi d liu nghin cu v Chi
square/df= 1.841 (<2); TLI= 0.889 ( 0. 9); CFI= 0.904 (>0. 9); RMSEA= 0.066 (<0.08).

68
 Sau khi xem xt ph hp cua m hnh, vn tip theo nghin cu s nh
gi kt qu phn tch SEM ln 1
Bng 2.16: Kt qu phn tch m hnh cu trc tuyn tnh SEM ln 1

Mi quan h tng quan gia H s

Estimate S.E. C.R. P chun
cc nhn t
HAI <--- TL-PL 0.404 0.123 3.285 0.001 ha
0.372
HAI
LONG <--- CV-MQH 0.046 0.11 0.419 0.675 0.043
HAI
LONG <--- MTLV 0.449 0.136 3.289 0.001 0.368
HAI
LONG <--- CHT-LV 0.55 0.117 4.691 0.000 0.507
LONG (Ngun: Kt qu tnh ton cc ch s trn Amos 16)
*Bng trn cho ta kt qu:
Nhom nhn t v tin lng v phc li, mi trng lm vic v c hi o
to lm vic (P-value< 0.05) co nh hng cng chiu ti nhn t hi lng cua
nhn vin vi mc tc ng co gi tr ln lt l 0,372 ; 0,368 v 0,507
Tuy nhin, c im cng vic v mi quan h khng co ngha thng k
tin cy 95% do P-value co gi tr l 0.675 >0.05. V vy, tin hnh loi b nhn
t ny v thc hin c lng m hnh hiu chnh ln 2.
Sau khi tin hnh loi b thnh phn c im cng vic v mi quan h v
thc hin li c lng m hnh hiu chnh, ta thu c kt qu nh sau:
Bng 2.17: Kt qu phn tch m hnh cu trc tuyn tnh SEM ln 2

Mi quan h tng quan gia H s

Estimate S.E. C.R. P chun
cc nhn t
HAI ha
<--- TL-PL 0.427 0.116 3.681 0.000 0.402
HAI
LONG <--- MTLV 0.433 0.135 3.203 0.001 0.362
HAI
LONG <--- CHT-LV 0.557 0.105 5.318 0.000 0.521
LONG (Ngun: Kt qu tnh ton cc ch s trn Amos 16)
Sau khi hiu chnh ta co cc ch s TLI=0.889(gn bng 0.9), CFI=0.907(> 0.9),

69
 CMIN/df=1.885 <2 v RMSEA= 0,076 <0.08, ng thi cc ch s sau hiu
chnh c ci thin tt hn, do o m hnh sau hiu chnh tt v ph hp hn vi
d liu nghin cu.

Hnh 2.7: Kt qu phn tch m hnh cu trc tuyn tnh SEM ln 2

(Ngun: Kt qu x l s liu trn Amos 16)

70
 Bng 2.18 : Cc trng s hi quy chun ha

Mi tng quan gia cc nhn t H s chun ha

HAI LONG <--- TL-PL 0.402
HAI LONG <--- MTLV 0.362
HAI LONG <--- CHT-LV 0.521
c7.3 <--- TL-PL 0.679
c7.1 <--- TL-PL 0.617
c3.3 <--- TL-PL 0.683
c1.5 <--- TL-PL 0.585
c1.4 <--- TL-PL 0.716
c1.3 <--- TL-PL 0.771
c1.2 <--- TL-PL 0.751
c6.5 <--- MTLV 0.687
c6.1 <--- MTLV 0.589
c3.1 <--- MTLV 0.67
c1.1 <--- MTLV 0.661
c6.3 <--- CHT-LV 0.658
c5.3 <--- CHT-LV 0.728
c2.3 <--- CHT-LV 0.424
c8.3 <--- HAI LONG 0.679
c8.2 <--- HAI LONG 0.614
c8.1 <--- HAI LONG 0.692
HAI LONG <---
(Ngun: TL-PL
Kt qu tnh ton cc ch s 0.402
trn Amos 16)
Qua bng cc trng s chun hoa cho ta kt qu:
Thng qua cc h s trn cho thy Tin lng v phc li, Mi trng lm
vic, C hi o to v lm vic nh hng cng chiu n s hi lng v cng
vic cua nhn vin nn cc gi thuyt H1, H3, H4 c chp thun vi tin cy
95%. Trong o c hi o to v lm vic co tc ng mnh nht vi trng s
chun hoa t 0.521, Tin lng v phc li , Mi trng lm vic nh hng
ti s hi lng mc thp hn vi h s ln lt l 0.402 v 0.362.

71
 Nhom nhn t v c hi o to v lm vic (P-value= 0.000 < 0.05) co tc
ng n s bin thin v mc s hi lng cua nhn vin. H s chun hoa
bng 0.521, tc l khi c hi o to v lm vic thay i 1 n v th mc hi
lng v cng vic cua nhn vin cng s thay i cng chiu 0.521 n v (trong
iu kin cc yu t cn li khng i). iu ny cho thy rng y l mt yu t
cc k quan trng trong vic to nn s hi lng v cng vic cua nhn vin. Khi
cng ty lun to iu kin thun li cng nh t chc cng tc o to v pht trin
ngh nghip cho nhn vin, tin hnh phn chia cng vic hp l v cung cp y
u phng tin thit b h tr qu trnh lm vic cua nhn vin th mi to nn c
s hi lng cho nhn vin cng ty, t o to nn lng trung thnh i vi t chc.
Bn cnh o, Tin lng v phc li cng l nhom yu t nh hng tng
i ln n s hi lng v cng vic cua nhn vin vi h s 0,402 hay khi tin
lng v phc li tng 1 n v th s hi lng cng vic s tng ln 0,402 n v
(trong iu kin cc yu t cn li khng i). iu ny hon ton ng vi thc t
hin nay. Bi i vi ngi lao ng, cc chnh sch tin lng v phc li m cng
ty cung cp l rt quan trng. Khi cc chnh sch ny thc hin tt th nhn vin
mi cm thy hi lng vi cng vic mnh ang lm.
Cui cng, Mi trng lm vic nh hng n s hi lng chung cua nhn
vin theo h s 0,362. Tng t, khi mi trng cng vic tng 1 n v th s
hi lng cua nhn vin tng 0,362 n v (trong iu kin cc yu t cn li khng
i). Khi nhn vin cm thy mnh c lm vic trong mt mi trng an ton
thoi mi, c s quan tm t lnh o, khng lo s mt vic lm th h s cm
thy hi lng v thc s mun gn bo lu dai vi t chc.
Qua kt qu phn tch m hnh cu trc tuyn tnh trn, mun nng cao s
hi lng v cng vic v lng trung thnh cua nhn vin, Khch sn Xanh Hu cn
ch trng nng cao c hi o to v lm vic cua nhn vin v y l yu t quan
trng nht quyt nh s hi lng v cng vic cua ngi lao ng. Ngoi ra, cn
quan tm n chnh sch tin lng v phc li hu ch cho nhn vin, ng thi

72
cung cp mi trng lm vic ti u nht. Bi 3 thnh phn ny gii thch c ti
60,8% bin ng cua nhn t s hi lng.
2.2.2.4. c lng m hnh bng Bootstrap
Bng 2.19: Cc trng s cha chun ha phn tch Bootstrap

SE-
Mi quan h gia cc nhn t Estimate Mean Bias CR
Bias
HAI
<--- TL-PL 0.402 0.391 0.011 0.006 0.652
LONG
HAI
<--- MTLV 0.362 0.372 0.01 0.007 0.531
LONG
HAI
<--- CHT-LV 0.521 0.529 0.009 0.004 1.322
LONG
(Ngun: Kt qu tnh ton cc ch s trn Amos 16.0)
Sau khi phn tch SEM, nh gi tnh bn vng cua m hnh l thuyt, nghin
cu s dng phng php phn tch Boostrap. y l phng php ly mu lp li co
thay th t mu ban u, trong o mu ban u ong vai tr m ng (Schumacker &
Lomax, 1996). S ln ly mu lp li c chn l B=500. Kim nh Boostrap ny
dng kim tra mc tin cy cua cc h s hi quy trong m hnh.
T kt qu bng trn, ta nhn thy c tr tuyt i CR rt nh so vi 2 nn
co th noi l chch l rt nh, khng co ngha thng k tin cy 95% , hay
noi cch khc kt qu c lng B=500 ln t mu ban u c tnh trung bnh v
gi tr ny co xu hng gn vi c lng cua tng th, kt qu chch cua c
lng (bias) v sai lch chun cua no co gi tr nh v n nh. Do o, ta co th kt
lun cc c lng trong m hnh SEM trn l tin cy c.
2.2.2.5. M hnh cc nhn t nh hng n s hi lng v cng vic ca
nhn vin
Ta co th thy trong nhng nhn t c a vo m hnh th nhn t C hi
o to v lm vic l nhn t tc ng nhiu nht n s hi lng v cng vic,
tip theo o ln lt l cc nhn t Tin lng v phc li, mi trng lm

73
vic. Cc nhn t ny co tc ng cng chiu n s hi lng v cng vic cua
nhn vin ti Khch sn xanh Hu.

Tin lng v Mi trnglm

C hi o to
phc li vic
v lm vic

S hi lng cng vic

ca nhn vin

Hnh 2.8: M hnh cc nhn t nh hng n s hi lng cng vic

2.2.2.6. Kt qu nh gi trung bnh v mc hi lng ca nhn vin v yu
t tin lng v phc li
Bng 2.20 : nh gi trung bnh v mc hi lng ca nhn vin v yu t
tin lng v phc li
One-sample T-test Thng k tn s
Gi
Gi tr Mc Mc
tr Mc 3 Mc
Tin lng v phc li trung ngha 1-2
kim (%) 4-5 (%)
bnh (Sig) (%)
nh
Anh/ch co th sng hon
ton da vo thu nhp cua 3.2 3 0.00 7.2 66.7 26.1
Cng ty
Tin lng c tr cng
4.06 4 0.091 0 11.8 88.2
bng gia cc nhn vin
Tin lng ngang bng vi
3.96 4 0.481 0 20 80
cc doanh nghip khc
Tin lng tr y u v 3.95 4 0.341 1,5 20.5 78

74
ng hn
Cp trn lng nghe quan
im v suy ngh cua 3.41 3 0.00 0 60.5 39.5
anh/ch
Chnh sch phc li r rng
3.66 4 0.00 0 34.9 65.1
hu ch
Phc li c thc hin y
3.56 4 0.00 1 42.1 56.9
u v hp dn
(Ngun: Kt qu phn tch d liu, 2014)
Qua bng trn ta nhn thy co 4 pht biu v s hi lng i vi nhn t tin
lng v phc li cua nhn vin u co mc ngha nh hn 0.05. Bn cnh o,
vi gi tr t u ln hn 0 (ph lc) nn ta bc b gi thit Ho, chp nhn i thit
H1 vi tin cy 95%. Nh vy, vi gi tr kim nh bng 3, co th kt lun pht
biu Anh/ch co th sng hon ton da vo thu nhp cua Cng ty v Cp trn
lng nghe quan im v suy ngh cua anh/ch l trn mc bnh thng v co xu
hng tin n mc ng .
Tng t, vi gi tr kim nh bng 4 v thu c sig <0.05, t<0 (ph lc)
nn ta kt lun s nh gi cua nhn vin v cc pht biu Chnh sch phc li r
rng hu ch v Phc li c thc hin y u v hp dn cha t n mc
ng .
Vi gi tr kim nh bng 4 v thu c cc gi tr sig u ln hn 0.05 th
nh gi v cc pht biu Tin lng c tr cng bng gia cc nhn vin,
Tin lng ngang bng vi cc doanh nghip khc vTin lng tr y u v
ng hn cua nhn vin ti Khch sn Xanh Hu l ngang mc ng vi
tin cy 95%.
Vi kt qu ny co th nhn thy rng nhn chung, a phn nhn vin lao ng
trc tip ti khch sn xanh Hu u tng i hi lng v yu t tin lng v
phc li ti cng ty. iu ny c gii thch l do khch sn Xanh lun ch trng
n cc chnh sch v tin lng v phc li cho nhn vin trong cng ty. Khch
sn co mt khung lng ring cho nhn vin theo b phn v theo trnh , cng

75
nh co nhng chnh sch tng lng da trn thi gian lm vic, kt qu v cht
lng lm vic cua nhn vin, t o m bo s cng bng gia cc nhn vin. Bn
cnh o, cc chnh sch phc li cua cng ty cng kh r rng v c thc hin
y u i vi nhn vin.
2.2.2.7. Kt qu nh gi trung bnh v mc hi lng ca nhn vin v yu
t mi trng lm vic
Bng 2.21: nh gi trung bnh v mc hi lng ca nhn vin v yu t
mi trng lm vic
One-sample T-test Thng k tn s
Gi
Gi tr Mc Mc
tr Mc 3 Mc
Mi trng lm vic trung ngha 1-2
kim (%) 4-5 (%)
bnh (Sig) (%)
nh
Tin lng tng xng vi
3.96 4 0.09 0 6.2 93.8
kt qu lm vic
Cp trn quan tm n cp
3.86 4 0.00 0 13.8 86.2
di
Mi trng lm vic an ton 3.94 4 0.03 0 8.2 91.8
Anh/ ch khng lo lng v
3.12 3 0.00 5.6 76.4 18
vic mt vic lm
(Ngun: Kt qu phn tch d liu, 2014)
Qua bng trn ta nhn thy co 3 pht biu v s hi lng cua nhn vin i vi
nhn t mi trng lm vic u co mc ngha nh hn 0.05. Bn cnh o, vi
gi tr t ln hn 0 (ph lc) nn ta bc b gi thit Ho, chp nhn i thit H1 vi
tin cy 95%. Nh vy, vi gi tr kim nh bng 3, co th kt lun pht biu Anh/
ch khng lo lng v vic mt vic lm l trn mc bnh thng v co xu hng
tin n mc ng . Vi gi tr kim nh bng 4 v t nh hn 0 (ph lc) th
cc nh gi v pht biu Cp trn quan tm n cp di v Mi trng lm
vic an ton cua nhn vin ti Khch sn Xanh Hu l cha t n mc ng
. Bn cnh o, vi gi tr kim nh bng 4 v sig thu c ln hn 0.05, ta chp
nhn gi thit Ho vi tin cy 95% hay nh gi cua nhn vin v pht biu Tin

76
lng tng xng vi kt qu lm vic l ngang mc ng . Vi kt qu ny
co th nhn thy rng nhn chung, tt c nhn vin lao ng trc tip ti khch sn
xanh Hu nh gi kh hi lng v mi trng lm vic ti cng ty. iu ny co th
d dng hiu c bi mi trng lm vic khch sn Xanh Hu l mt mi
trng nng ng v chuyn nghip, lun m bo an ton cho nhn vin. Bn cnh
o, ban lnh o thng xuyn quan tm, h tr v gii p thc mc n nhn vin
cp di. Khch sn sn sng cung cp cc thng tin lin quan, to iu kin thun
li cho nhn vin pht huy ht kh nng v hon thnh tt cng vic cua mnh.
Ngoi ra, khch sn lun co nhng quy ch tuyn dng v gim bin ch r rng
da theo qu trnh lm vic, khin cho nhn vin kh yn tm v vn vic lm.
Tuy nhin, trong nn kinh t th trng nh hin nay, vn vic lm v lao ng
tng i kho khn, chnh v vy nn nhiu nhn vin vn lo lng v vn mt
vic lm, th hin thng qua gi tr trung bnh cua bin quan st Anh ch khng lo
lng v vic mt vic lm thp hn kh nhiu so vi cc bin cn li trong nhom
m trng lm vic.

2.2.2.8. Kt qu nh gi trung bnh v mc hi lng ca nhn vin v yu

t c hi o to v lm vic
Bng 2.22: nh gi trung bnh v mc hi lng ca nhn vin v yu t c
hi o to v lm vic
One-sample T-test Thng k tn s
C hi o to v lm vic Gi tr Gi Mc Mc Mc 3 Mc
trung tr ngha 1-2 (%) 4-5 (%)

77
 kim
bnh (Sig) (%)
nh
Anh/ ch c o to v
4.68 4 0.00 0 0.5 99.5
pht trin ngh nghip
Vic phn chia hp l 4.37 4 0.00 0 2.6 97.4
Co u phng tin, thit b
cn thit thc vic cng 4.47 4 0.00 0 2.6 97.4
vic
(Ngun: Kt qu phn tch d liu, 2014)
Qua bng trn ta nhn thy c 3 pht biu v s hi lng cua nhn vin i vi
nhn t c hi o to v lm vic u co mc ngha nh hn 0.05. Bn cnh o,
gi tr t u ln hn 0 (ph lc) nn ta bc b gi thit Ho, chp nhn i thit H1
vi tin cy 95%. Nh vy, vi gi tr kim nh bng 4 th s nh gi v cc
pht biu Anh/ ch c o to v pht trin ngh nghip, Vic phn chia hp
l v Co u phng tin, thit b cn thit thc vic cng vic cua nhn vin
ti Khch sn Xanh Hu l trn mc ng . Vi kt qu ny co th nhn thy
rng nhn chung, tt c nhn vin lao ng trc tip ti khch sn xanh Hu u hi
lng vi yu t C hi o to v lm vic ti cng ty. S hi lng kh cao nhom
bin ny c gii thch l do khch sn Xanh lun ch trng n cng tc o to
v pht trin ngh nghip cho nhn vin, t chc cng tc hun luyn k nng cng
vic cn thit nhm nng cao tay ngh, gip nhn vin t tin thc hin cng vic
ng thi nng cao cht lng dch v cua khch sn. Bn cnh o, trong qu trnh
lm vic, cng vic c phn chia hp l, r rng v ph hp vi kh nng cua
tng nhn vin cng nh y u cc thit b thc hin cng vic.
2.2.2.9. Kt qu nh gi trung bnh v mc hi lng chung ca nhn vin
Bng 2.23: nh gi trung bnh v mc hi lng chung ca nhn vin
One-sample T-test Thng k tn s
Gi
Gi tr Mc Mc
tr Mc 3 Mc
S hi lng chung trung ngha 1-2
kim (%) 4-5 (%)
bnh (Sig) (%)
nh

78
Hi lng khi lm vic ti
4.118 4 0,001 0 6,7 93,3
cng ty
Gii thiu vi mi ngi
y l ni tt nht lm 3.723 4 0,000 0 32,3 67,7
vic
Rt t ho khi lm vic
4.123 4 0,003 0 10,8 89,2
cng ty
(Ngun: Kt qu phn tch d liu, 2014)
Qua bng trn ta nhn thy c 3 pht biu v s hi lng chung v cng vic cua
nhn vin u co mc ngha nh hn 0.05. Bn cnh o, vi gi tr t ln hn 0 (ph
lc) nn ta bc b gi thit Ho, chp nhn i thit H1 vi tin cy 95%. Nh vy,
vi gi tr kim nh bng 4 th s Hi lng khi lm vic ti cng ty v Rt t ho
khi lm vic ti cng ty cua nhn vin ti Khch sn Xanh Hu l trn mc ng .
Tng t, vi gi tr kim nh bng 4 v t nh hn 0, ta co th kt lun pht biu
Gii thiu vi mi ngi y l ni tt nht lm vic l cha t n mc
ng . Vi kt qu ny co th nhn thy rng nhn chung, tt c nhn vin lao ng
trc tip ti khch sn xanh Hu u hi lng vi cng vic cua mnh.
2.2.2.10. Kim nh s khc nhau v gi tr trung trnh ca s hi lng theo
tui ca nhn vin
Bng 2.24: Kim nh s ng nht phng sai ca cc nhm nhn vin theo tui
Bin quan st Thng k Levene df1 df2 Sig
HL34 3.091 3 191 .028
HL35 3.705 3 191 .013
HL36 1.678 3 191 .173
(Ngun: Kt qu phn tch d liu, 2014)
Da vo kt qu kim nh s ng nht phng sai, ta thy bin quan st
HL34 v HL35 thu c sig = 0.013 < 0.05 ngha l phng sai cua cc nhom nhn
vin theo tui khng ng nht vi tin cy 95%. i vi bin quan st HL36
co gi tr sig = 0.173 >0.05 nn vi sai s 5% phng sai cc nhom tui l ng
nht. Tip tc tin hnh kim nh Anova vi bin HL36 thu c kt qu nh sau:

79
 Bng 2.25: Kim nh Anova v s hi lng theo tui
Bin quan st tui Trung bnh F Sig
< 25 3.982
Rt t ho khi lm vic ti cng 25 40 4.116
5.579 .001
ty (HL36) 41 54 4.588
>54 4.500
(Ngun: Kt qu phn tch d liu, 2014)
T bng trn ta thu c gi tr sig cua bin quan st HL36 nh hn 0.05.
Nh vy co s khc bit v gi tr trung bnh cua bin HL36 hay co ngha l co s
khc nhau trong nh gi v bin quan st ny cua cc nhom nhn vin c chia
theo tui vi tin cy 95%.
Tip theo, tin hnh phn tch su thu c kt qu nh sau:

Bng 2.26: Phn tch su Anova theo nhm tui

Rt t ho khi lm vic ti cng ty (HL36)
Cp so snh Sig
< 25 25 40 .434
< 25 41 54 .001
< 25 >54 .560
Tukey
25 40 41 54 .006
25 40 >54 .763
41 54 >54 .997
(Ngun: Kt qu phn tch d liu, 2014)
i vi bin HL36 co phng sai cc nhom ng nht nn s dng kim nh
Tukey. T bng trn ta nhn thy co hai cp nhom so snh bao gm: nh hn 25
tui v 41 54 tui v 25 40 tui v 41 54 tui thu c gi tr sig ln lt l
0.001 v 0.006 u nh hn 0.05. Nh vy vi tin cy 95% co th kt lun co s
khc bit trong nh gi v bin quan st Rt t ho khi lm vic ti cng ty cua
nhn vin gia hai cp nhom tui trn. Bn cp so snh cn li thu c sig>0.05
nn khng co s khc bit v nh gi bin HL36 tin cy 95%.

80
 iu ny co th c gii thch l do nhng tui khc nhau th s hi
lng cng s khc nhau. c bit l vi nhng nhom tui kh chnh lch nh nh
hn 25 v ln hn 54 tui th mc hi lng v ni lm vic s khng ging nhau.
Nhng ngi tr hin ti vi xu hng nng ng, mun tm kim ch lm ph hp
vi nng lc bn thn th h s co nhng s so snh, nhng iu kin nh gi
gia cc ni lm vic cao hn. Ngc li, i vi nhom nhn vin ln tui hn,
co qung thi gian kinh nghim v lm vic kh di ti khch sn th h s cm thy
gn bo, hi lng v t ho hn v khch sn ni mnh lm vic.

2.2.2.11. Kim nh s khc nhau v gi tr trung trnh ca s hi lng theo

thi gian lm vic ca nhn vin
Bng 2.27: Kim nh s ng nht phng sai ca cc nhm nhn vin theo
thi gian lm vic
Bin quan st Thng k Levene df1 df2 Sig.
HL34 3.164 3 191 .026
HL35 6.940 3 191 .000
HL36 1.812 3 191 .146
(Ngun: Kt qu phn tch d liu, 2014)
Da vo kt qu kim nh s ng nht phng sai, ta thy hai bin quan st
HL34 v HL35 thu c sig ln lt l 0.026 v 0.00 u nh hn 0.05 ngha l
phng sai cua cc nhom nhn vin theo thi gian lm vic l khng ng nht vi
tin cy 95%. i vi bin quan st HL36 co gi tr sig = 0.146 >0.05 nn vi sai
s 5% phng sai cc nhom thi gian lm vic l ng nht.
Tip tc tin hnh kim nh Anova vi bin HL36 thu c kt qu nh sau:
Bng 2.28: Kim nh Anova v s hi lng theo thi gian lm vic
Bin quan st Thi gian lm vic Trung bnh F Sig
< 1 nm 4.000
Rt t ho khi lm vic 1 - 3 nm 4.000
6.954 .000
ti cng ty (HL36) 3 - 5 nm 4.094
> 5 nm 4.500
(Ngun: Kt qu phn tch d liu, 2014)

81
 T bng trn ta thu c gi tr sig cua bin quan st HL36 v s hi lng cua
nhn vin u co gi tr sig < 0.05. Nh vy co s khc bit v gi tr trung bnh cua
bin quan st ny gia cc nhom nhn vin c chia theo thi gian lm vic vi
tin cy 95%.
Tip theo, tin hnh phn tch su thu c kt qu nh sau:

Bng 2.29: Phn tch su Anova theo nhm thi gian lm vic
Rt t ho khi lm vic ti cng ty (HL36)
Cp so snh Sig
< 1 nm 1 - 3 nm 1.000
< 1 nm 3 - 5 nm .928
< 1 nm > 5 nm .018
Tukey
1 - 3 nm 3 - 5 nm .722
1 - 3 nm > 5 nm .000
3 - 5 nm > 5 nm .002
(Ngun: Kt qu phn tch d liu, 2014)
i vi bin HL36 co phng sai cc nhom ng nht nn s dng kim nh
Tukey. T bng trn ta nhn thy co ba cp nhom so snh bao gm: nh hn 1 nm
v ln hn 5 nm, 1-3 nm v ln hn 5 nm, 3-5 nm v ln hn 5 nm thu c
gi tr sig ln lt l 0.018, 0.00 v 0.002 u nh hn 0.05. Nh vy vi tin cy
95% co th kt lun co s khc bit trong nh gi v bin quan st Rt t ho khi
lm vic ti cng ty cua nhn vin gia ba cp nhom thi gian lm vic trn. Ba
cp so snh cn li thu c sig>0.05 nn khng co s khc bit v nh gi cua
nhn vin i vi bin HL36 tin cy 95%.
Nh vy s hi lng cua nhn vin cn khc nhau da trn thi gian lm vic
ti khch sn. Kt qu ny co th c gii thch nh sau. i vi nhng nhn vin
co mt thi gian lm vic kh di (hn 5 nm), co s gn bo cht ch, lng trung
thnh i vi khch sn nn h s d dng hi lng, thch nghi vi cc chnh sch
ngun nhn lc cua cng ty cng nh cm thy t ho v khch sn ni mnh lm
vic. Trong khi o, nhng nhn vin tr mi bc chn vo khch sn, vi s thi

82
gian lm vic t i, cha hiu r cng nh cha thch nghi vi cng ty th mc hi
lng v t ho cua h s thp hn.

2.2.2.12. Kim nh s khc nhau v gi tr trung trnh ca s hi lng theo

thu nhp hin ti ca nhn vin
Bng 2.30: Kim nh s ng nht phng sai ca cc nhm nhn vin
theo thu nhp
Bin quan st Thng k Levene df1 df2 Sig.
HL34 2.949 3 191 .034
HL35 20.172 3 191 .000
HL36 .677 3 191 .567
(Ngun: Kt qu phn tch d liu, 2014)
Da vo kt qu kim nh s ng nht phng sai, ta thy hai bin quan st
HL34 v HL35 thu c sig ln lt l 0.034 v 0.00 u nh hn 0.05 ngha l
phng sai cua cc nhom nhn vin theo thu nhp hin ti l khng ng nht vi
tin cy 95%. i vi bin quan st HL36 co gi tr sig = 0.567 >0.05 nn vi sai
s 5% phng sai cc nhom thu nhp l ng nht.
Tip tc tin hnh kim nh Anova vi bin HL36 thu c kt qu nh sau:
Bng 2.31: Kim nh Anova v s hi lng theo thu nhp
Bin quan st Thu nhp Trung bnh F Sig
< 2 triu 3.864
Rt t ho khi lm vic ti 2 - 3 triu 4.081
9.459 .000
cng ty (HL36) 3 -4 triu 4.303
> 4 triu 4.666
(Ngun: Kt qu phn tch d liu, 2014)
T bng trn ta thu c gi tr sig cua bin quan st HL36 v s hi lng cua
nhn vin co gi tr sig < 0.05. Nh vy co s khc bit v gi tr trung bnh nh
gi cua bin quan st ny gia cc nhom nhn vin c chia theo thu nhp hin ti
vi tin cy 95%.
Tip theo, tin hnh phn tch su thu c kt qu nh sau:

83
 Bng 2.32: Phn tch su Anova theo nhm thi gian lm vic
Rt t ho khi lm vic ti cng ty (HL36)
Cp so snh Sig
< 2 triu 2 - 3 triu .148
< 2 triu 3 -4 triu .004
< 2 triu > 4 triu .000
Tukey
2 - 3 triu 3 -4 triu .164
2 - 3 triu > 4 triu .001
3 -4 triu > 4 triu .133
(Ngun: Kt qu phn tch d liu, 2014)
i vi bin HL36 co phng sai cc nhom ng nht nn s dng kim nh
Tukey. T bng trn ta nhn thy co ba cp nhom so snh bao gm: nh hn 2 triu
v 3-4 triu, nh hn 2 triu v ln hn 4 triu, 2-3 triu v ln hn 4 triu thu
c gi tr sig ln lt l 0.004, 0.00 v 0.001 u nh hn 0.05. Nh vy vi
tin cy 95% co th kt lun co s khc bit trong nh gi v bin quan st Rt t
ho khi lm vic ti cng ty cua nhn vin gia ba cp nhom theo thu nhp noi
trn. Ba cp so snh cn li thu c sig>0.05 nn khng co s khc bit v nh
gi cua nhn vin i vi bin HL36 tin cy 95%.
Nh vy, da vo tiu ch thu nhp th s hi lng cua nhn vin ti khch sn
Xanh cng co s khc bit gia cc nhom. c bit i vi nhom nhn vin thu
nhp thp di 2 triu v nhom thu nhp cao trn 4 triu th s khc bit v mc
hi lng kh r rng. iu tt nhin l a phn nhng nhn vin co thu nhp thp
hin ti th s hi lng cua h vi cng ty s thp hn, co th mc lng cha ph
hp nng lc, cng vic hay vn cha u trang tri cuc sng. Ngc li, nhng
nhn vin co mc thu nhp cao hn t 3-4 triu v trn 4 triu a phn cm thy hi
lng vi cng vic v khch sn mnh ang lm.
2.2.2.13. Nhn xt chung
Thng qua kt qu nghin cu, ta co th thy rng s hi lng v cng vic
cua nhn vin ong mt vai tr cc k quan trng i vi hot ng cua mi cng
ty, to nn s gn bo v lng trung thnh i vi Khch sn Xanh Hu.
Kt qu phn tch nhn t khm ph EFA cho ta bn kha cnh nh hng n
s hi lng cng vic cua nhn vin ti Khch sn Xanh Hu, bao gm: Tin lng

84
v phc li, c im cng vic v mi quan h, mi trng lm vic v c hi o
to lm vic.
Kt qu kim nh thang o bng CFA cho thy cc thang o u t yu cu
v tin cy, phng sai trch, tnh n hng, gi tr hi t v gi tr phn bit.
Kt qu m hnh cu trc tuyn tnh SEM cho thy m hnh l thuyt t c
tng thch vi d liu nghin cu v ba gi thuyt (H1, H3, H4) v mi quan h
cua cc nhn t trong m hnh l thuyt c chp nhn, gi thuyt H2 b phu nhn
vi tin cy 95%. Ba yu t Tin lng v phc li, mi trng lm vic v c
hi o to lm vic gii thch c 60,8% bin thin cua s hi lng chung v
cng vic cua nhn vin.
Qua qu trnh nh gi v s hi lng cng vic cua nhn vin ti Khch sn
Xanh Hu rt ra c mt s u im v hn ch sau:
- u im
Qua qu trnh iu tra v phn tch cho thy Khch sn Xanh Hu lm tt
cng tc qun tr ngun nhn lc cho nhn vin trong cng ty. Hu ht cc thang o
u c nhn vin nh gi cao. iu ny th hin s c gng v n lc cua
ban lnh o cng nh ton th nhn vin cng ty.
-Trong cng ty, mi quan h gia cc thnh vin v vi cp trn kh tt. Nhn
vin sn sng gip nhau trong cng vic. Cng ty to mi iu kin gip
v h tr nhn vin thng qua s hp tc gia cc b phn. Cp trn h tr nhn
vin cp di v co nng lc iu hnh tt.
-Chnh sch lng thng r rng v cng bng gia cc nhn vin. Phc li
cng c thc hin y u v kh hu ch. Nhng thay i v chnh sch lin quan
n nhn vin u c thng bo r rng.
- Cng ty cng thc hin tt vic o to v pht trin ngh nghip, t chc
cng tc hun luyn k nng cng vic cn thit nhm nng cao tay ngh, gip nhn
vin t tin thc hin cng vic ng thi nng cao cht lng dch v cua khch sn.
-Cng vic c phn chia hp l v ph hp vi kh nng cua tng nhn
vin. Mi trng lm vic an ton v y u cc thit b thc hin cng

85
vic.Cng ty sn sng cung cp cc thng tin lin quan, to iu kin thun li cho
nhn vin pht huy ht kh nng v hon thnh tt cng vic cua mnh.
- Hn ch
Tuy nhin, ngoi nhng im mnh trn, khch sn Xanh Hu cn tn ti
nhng hn ch sau:
- Ti cng ty, mc d co ch thng cho nhn vin hon thnh tt cng
vic nhng gi tr phn thng vn cha cao v cha thu ht c nhn vin tch
cc hn trong cng vic. Bn cnh o, cng ty cha co nhiu bin php gip nhn
vin hiu r v cc chnh sch khen thng v phc li.
-Ch khen thng v chnh sch thng tin ti cng ty cha thc s cng
bng v r rng. Vn cn xut hin s thin v vi nhng nhn vin thn thit hay
quen bit. iu ny dn n s khng hi lng cua mt b phn nhn vin. Trong
cng ty, nhn vin khng nh gi cao c hi pht trin c nhn ti y.
- Cp trn cha thc s lng nghe v thu hiu nhn vin, cha coi trng ti
nng v s ong gop cua nhn vin vo cng ty.

CHNG III: NH HNG V GII PHP NHM

NNG CAO S HI LNG V CNG VIC CA NHN VIN
TI KHCH SN XANH HU

3.1. nh hng
3.1.1. nh hng chung
* Mc tiu pht trin: Cng ty CPDL Xanh Hu lun phn u p ng nhu
cu ngh dng, du lch ngy cng a dng cua du khch v nng cao hiu qu hot
ng kinh doanh.

86
 *nh hng di hn: Phn u tr thnh thng hiu ni ting trong ngnh
kinh doanh du lch dch v trong nc v quc t noi chung v trong chui du lch
Xanh (thuc Tng Cng ty c phn in Vit Nam) noi ring.
* nh hng ngn hn:
- Tng cng cng tc qung b, gii thiu hnh nh Khch sn Xanh Hu n
vi khch du lch trong v ngoi nc. Thc hin duy tr tt cc ngun khch du
lch t Chu u v chu nh Php, o, c, an Mch, Nht Bn, Hn Quc,
Trung Quc, Thi Lan... Bn cnh o, lun m rng, tm kim th trng mi,
ngun khch mi, p ng ch tiu cng ty ra mt cch tt nht.
- Trung tm l hnh Xanh thc hin hp tc vi cc hng du lch, l hnh, cc
hng my bay v vn chuyn du lch trong v ngoi nc... Thit k v t chc cc
tour du lch ph hp vi nhu cu v th hiu cua du khch.
- Ch trng cng tc tuyn dng v o to, xy dng b my qun l hon
thin v i ng nhn vin gii, nng ng, nhit tnh, p ng yu cu i hi ngy
cng cao cua cng vic
- n v Khch sn Xanh Hu l mt trong bn n v thuc lnh vc kinh
doanh cua cng ty. Do qu trnh chuyn t ch bao cp sang kinh doanh th
trng nn mt s cn b cng nhn vin vn cn t tng bao cp trng ch, li,
khng nng ng trong cng vic. V vy, cng ty lun ch cng tc hun luyn,
thay i t tng nhng nhn vin c.
3.1.2. nh hng c th
* nh hng v lng thng phc li
Vic tr lng phi ph hp vi cc chnh sch cua nh nc, to ng lc
cho nhn vin nhng cng phi ph hp vi tnh hnh ti chnh cua khch sn. Quan
trng l lm cho nhn vin hiu c thu nhp cua h l hp l v thng xuyn
c cp trn quan tm. Bn cnh o, khen thng khng phi lc no cng lin
quan n vt cht, vn l lm sao nhn vin hiu c thnh tch cua mnh
c xc nhn v coi trng.
* nh hng v mi trng lm vic

87
 Mi trng lm vic tt khng ch em li cho nhn vin s thoi mi, thc
hin cng vic mt cch co hiu qu m cn to nn mi trng vn hoa doanh
nghip ring cua khch sn, khi dy tinh thn on kt v lng trung thnh cua
ton th nhn vin trong khch sn. Mi trng lm vic phi da trn c s cc
chnh sch lin quan n thi gian, khng gian lm vic, nh mc lao ng v m
bo yu t cng bng, nht l mi quan h gia lnh o v nhn vin
* nh hng v c im cng vic
Tng cng tnh chu ng, sng to trong cng vic cua nhn vin song song
vi kim sot qu trnh lm vic t pha ban lnh o, trnh gy nn nhng tn tht
cho khch sn. Do tnh cht chuyn mn hoa trong cng vic khch sn, nht l
cc b phn nghip v nn tnh hp dn cua bn thn cng vic b hn ch. iu ny
phi c gii quyt theo hng thay i cch thc thc hin cng vic ch khng
nn thay i bn cht cng vic, v lm th no nhn vin hiu c vn ny
* nh hng v c hi o to v thng tin
Cung cp cc c hi pht trin, nhng th mnh c nhn cho nhn vin trn c
s cng khai cc tiu chun, cc k hoch v chng trnh nhn vin co th tip
cn mt cch cng bng. p ng mc ph hp i vi tng c nhn. Trch
nhim cua ban lnh o l ngi c vn t mc tiu cho nhn vin thng qua vic
truyn t s mnh v mc tiu cua khch sn, t chc cc chng trnh o to,
bi dng nghip v.
3.2. Cc gii php xut
3.2.1. Gii php v tin lng v phc li
Tin lng v phc li l yu t nh hng tng i cao n mc hi lng
cua nhn vin ti khch sn Xanh Hu. Cng c lng thng v phc li trong tay
cua cc nh qun l l con dao hai li co th khuyn khch m cng co th lm tr
tr ngi lao ng, ty thuc vo nng lc cua nh qun l. m bo h thng
lng cng bng v t c bn mc tiu c bn cua tin lng l thu ht lao
ng, duy tr lao ng gii, khuyn khch ng vin nhn vin lm vic tch cc v
p ng cc yu cu cua php lut, ti xin xut mt s gii php nh sau:

88
 - Mc lng hin ti cua a phn nhn vin cha m bo gi chn ngi lao
ng v khuyn khch ngi lao ng lm vic hng hi hn. V vy khch sn cn
gi vng v tng cng hiu qu hot ng kinh doanh trong thi gian ti to
iu kin p ng cho nhn vin v chnh sch tin lng v phc li mc tt
nht co th. Bn cnh o, hng nm cn xem xt tnh hnh bin ng gi c iu
chnh mc lng cho ph hp.
- Khch sn nn tham kho, xem xt mc lng cua cc khch sn cng hng
trn a bn v so snh vi thu nhp cua nhn vin mnh, nh gi ng vai tr, v
tr cua nhn vin trong tng b phn v c khch sn p ng mc lng hp l.
- Khch sn cn to s cng bng trong vic phn phi tin lng, ph cp v
tin thng gia cc nhn vin cng mt b phn, cng mt v tr cng vic. Ban
lnh o cn trnh vic u i trong thu nhp i vi nhng ngi thn ang lm
vic trong khch sn v iu ny s nh hng n s cm nhn cua nhng nhn
vin khc v s cng bng.
- Khch sn cn xy dng cc ch tiu v mc thng r rng v hp l. Bn
cnh o cn thng xuyn cp nht v cng khai chnh sch lng thng nhn
vin phn u bng cch thng qua cc cuc hp ni b, thng bo trn cc bn tin
vn phng mi b phn hoc canteen cua khch sn.
- Khch sn cn cng khai hn na chnh sch tnh lng v thc hin tr
lng mt cch cng bng gia cc lao ng nhm trnh hin tng ngi cng
lm mt v tr, mt cng vic nhng li co mc lng khc nhau gy ra mu thun
ni b, dn n nhng iu khng hay.
- Khch sn cn co nhng chnh sch khuyn khch nhn vin bng nhng
phn thng hp l. Co th bng tin hoc hin vt trch t qu khen thng phc
li, hoc t chc hp mt tuyn dng, hay n gin l thng bo trn bn tin ni
b cua khch sn. Tip tc b sung v hon thin quy ch khen thng cua cng ty
v nhanh chong a vo thc hin trn thc t co hiu qu nhm ng vin kp thi
tinh thn cho nhn vin. V d khch sn co th thng c phn cho nhn vin gn
bo lu nm v lm vic tt trong nhiu nm lin hay bn c phn cho nhn vin vi
gi u i, thp hn gi th trng. Nh vy, h s cm thy l mnh cng c lm

89
chu, gop phn vo s thnh cng cua khch sn nn s lm vic nhit tnh v hng
hi hn.
- Thc hin tt hn na cc chng trnh phc li hin ti nh t chc cc
bui tham quan, d ngoi v hc hi thc t t cc im du lch, t chc tng qu
cho con em nhn vin vo dp tt trung thu hay t danh hiu hc sinh gii hng
nm, u tin cho nhn vin khi thanh l cc ti sn cua khch sn (m, khn,
thm)
- Ngoi ra, cn co k hoch t chc v thc hin cc chng trnh phc li
nh khm sc khe min ph cho nhn vin, u tin cho nhn vin v ngi thn
khi s dng dch v cua khch sn (nh hng tic ci,..). Trong nhng trng hp
c bit, khch sn cn tm hiu c th v co chnh sch h tr gip nhn vin kho
khn. Bn cnh o, khch sn cn co nhiu bin php gip nhn vin hiu r v cc
chnh sch khen thng v phc li.
3.2.2. Gii php v mi trng lm vic
nng cao s hi lng v mi trng lm vic cua nhn vin, ti xin a ra
mt s gii php:
- Theo kt qu nghin cu th a phn nhn vin cha hi lng v vic ban
lnh o cha thu hiu kho khn trong cng vic cua nhn vin, cha hng dn
tn tnh v cha coi trng quan im, s ong gop cua nhn vin. Chnh v vy,
khch sn cn tin hnh tm hiu vn ny, co nhng cuc hp lng nghe
nhng chia s, thc mc hoc phn nn cua nhn vin v iu chnh mc ng x
cua ban lnh o
- Bn cnh vic h tr quan tm nhn vin, lng nghe quan im cng nh coi
trng s ong gop cua nhn vin, ban lnh o cn trnh tnh trng thin v vi
nhng nhn vin thn thit hay quen bit v iu ny dn n s khng hi lng cua
mt b phn nhn vin khc.
- Ban lnh o cn phi xc nh r v cho mi nhn vin cng nh mi ngi
thy c vai tr cua cng vic v mc ong gop, mc quan trng cua no i
vi khch sn. iu ny s gip cho nhn vin khng nh c vai tr cua mnh,
cua cng vic m mnh ang lm to ra ng lc lm vic tt hn.

90
 - Nng cao thc chp hnh php lut, chp hnh ni quy v an ton, v sinh
lao ng cua nhn vin tng nng sut lao ng, tng kh nng lm vic v bo
m sc khe, an ton cho nhn vin. Pht huy vai tr v trch nhim cua nhn vin
v vic gi gn v sinh trong khch sn.
- Hu ht cc b phn nhn vin lao ng trc tip ti khch sn u cha co
khu vc ngh ngi. Khch sn cn b tr mt khng gian nh vn phng cc b
phn cho nhn vin, trnh tnh trng nhn vin khng co ch ngh ngi sau thi gian
n tra, n ti nh hin nay. Nhiu nhn vin phi ngh nh kho cc tng, gy kho
khn trong vic iu ng v b tr cng vic cua lnh o, nhiu nhn vin li li
dng lm cng vic ring vt qu quy nh thi gian cua khch sn.
- Lnh o mi b phn nn khuyn khch cc nhn vin trong b phn cua
mnh on kt vi nhau, chia s nhng kho khn khng ch trong cng vic m cn
trong c cuc sng hng ngy bng vic thm hi ng vin ln nhau.
- Khch sn nn t chc cc hot ng thi ua tp th gia cc b phn vi
nhau thng qua cc cuc thi theo chu , giao lu vn ngh, trong ni b khch
sn nhm tng cng s hp tc gia cc b phn v mi trng thi ua lnh mnh
trong khch sn.
- Kt qu iu tra cho thy trong thi bui kinh t v vic lm kho khn nh
hin nay, a phn nhn vin u lo lng n vn mt vic lm. V vy, ban lnh
o cn co s quan tm n vn ny, ng vin khch l nhn vin lm vic
mt cch hiu qu.
3.2.3. Gii php v c hi o to v lm vic
- Khch sn cn tin hnh nhiu hn na cng tc o to nng cao trnh
nghip v cho nhn vin. o to phi trng tm, trng im, co ni dung o to
v cch thc o to hp l thu c kt qu tt nht. Kt hp o to nng cao
trnh nghip v cho ngi lao ng ti ni lm vic v co ngi hng dn,
gim st s t c hiu qu tt hn.
- Khch sn cn tch cc lp k hoch v thc hin t chc cc khoa o to
ngn hn v di hn theo chu hoc nh k gn vi yu cu, ni dung cua cng
vic. Hot ng ny gop phn nng cao k nng ngh nghip hn cho nhn vin,

91
gip h thy c s quan tm cua khch sn trong vic to c hi cho h c
pht trin ngh nghip, tt nhin l cng mang li li ch cho khch sn.
- V trnh ngoi ng cua nhn vin mt s b phn kh yu nh bung
phng, bp, bo v, bo tr nn khch sn cn lp ra cc khoa o to ngn hn
p ng c yu cu cng vic nh ting anh giao tip khi lm bung, tr li
khch, gii thiu mon n Cc trng b phn co th l nhng ngi hng dn
trc tip hoc thit k chng trnh o to. Bn cnh o, thng xuyn o to v
o to li nghip v, p ng tiu chun trong cng vic
- Tch cc hn na trong vic truyn t tm nhn, s mnh v mc tiu hot
ng cua khch sn n vi nhn vin h co ci nhn tng qut hn ngha cng
vic m mnh ang lm, ng thi thy c trch nhim cua nhn vin vi t cch
c nhn cng nh l mt thnh vin trong t chc v phn u v s pht trin
chung cua t chc. Co th thc hin bng cch a ra nhng khu hiu, banner,
nhng bng khen, giy chng nhn m khch sn hoc b phn nhn c v
trng by nhng ni nhn vin thng tip xc nh vn phng b phn, canteen,..
- Cc tiu chun thng tin phi c cng b r rng c th, cng khai
nhn vin phn u. Tiu chun ny nn c th hoa tng b phn theo cch tch
ly im hoc xp hng theo tiu chun
- Hin nay i ng trng, pho b phn khch sn co tui i ln, phn ln
gn n tui ngh hu. V vy, cn co quy hoch, o to cn b tr, co nng lc
thc s thay th cc v tr lnh o o, ngoi ra cn thng xuyn bi dng, cp
nht kin thc qun l cho i ng cn b qun l.
- H tr quan tm nhng nhn vin thc s co nng lc v phm cht tt v
bt vo cc v tr cao hn, trn c s c s ng thun cua cc nhn vin khc
trong b phn v ni b khch sn.
- Lun quan tm, theo di kh nng p ng yu cu cng vic cua nhn vin
pht hin nhng nhn vin co kh nng m nhim v thc hin tt cng vic
khc ngoi cng vic chnh cua mnh th khch sn nn sp xp cho h thc hin
th cng vic o, nu thy ph hp th co th lun chuyn trn c s cng khai
minh bch v cng bng.
- V cng vic v thi gian lm vic, ban lnh o nn co s sp xp v phn
chia hp l hn na. Bi mt s nhn vin (thuc b phn m thc) lm ca ti ny

92
hm nay v lc 22h li tip tc lm vic ca sang hm sau lc 6h, i khi khch hng
theo on n mun sau 22h nhn vin cng phi li lm, gy nn p lc cng vic
v nh hng n cht lng cng vic cua ngy hm sau.
- Quan tm n cc yu t c nhn cua nhn vin trong sp xp cng vic cho
h. Lu khong cch t nh n khch sn b tr ca lm vic hp l. Hay
nhng nhn vin au m, ph n trong thi k mang thai, ty theo mc co th
cho php ngh ngi hoc sp xp cng vic ph hp vi tnh hnh sc khe cua h.
Vn ny phi c thng bo rng ri n nhn vin h chu ng.
- Khch sn cn lun m bo cung cp y u cc thit b v phng tin
thc hin cng vic cho nhn vin, to iu kin thun li cho nhn vin pht huy
ht kh nng v hon thnh tt cng vic cua mnh.
3.2.4. Mt s gii php khc
- Xy dng vn ho doanh nghip
Vn ho doanh nghip l ton b cc gi tr vn ho c gy dng nn trong
sut qu trnh tn ti v pht trin cua mt doanh nghip, tr thnh cc gi tr, cc
quan nim v tp qun, truyn thng n su vo hot ng cua doanh nghip y v
chi phi tnh cm, np suy ngh v hnh vi cua mi thnh vin cua doanh nghip
trong vic theo ui v thc hin cc mc ch. Hay noi mt cch khc, mt khi
nhng gi tr ct li cua doanh nghip c hnh thnh v c mi ngi trong
doanh nghip thm nhun vo hot ng hng ngy cua doanh nghip, chng tr
thnh chun mc, hnh vi, cch ngh cch lm, cch ng x v hnh ng, m tt c
con ngi trong doanh nghip o phi tun thu hoc chi phi th nt c trng cua
doanh nghip c hnh thnh. o gi l vn ho doanh nghip.
Pht trin vn hoa t chc ph hp vi mi trng kinh doanh c coi nh
mt yu t quan trng m bo cho s thnh cng cua doanh nghip. L cng c
tp hp, pht huy ngun lc con ngi, l gch ni to ra lc iu tit, tc ng n
tt c cc yu t chu quan, khch quan khc nhau, lm gia tng nhiu ln gi tr cua
tng ngun lc con ngi n l, nhm gop phn vo s pht trin bn vng cua
doanh nghip.

93
 - Trc ht, phi xy dng cho c phong cch lnh o gm mi mt cua hot
ng lnh o doanh nghip nh ch tp trung dn chu trong lnh o; vic t chc
thc hin cc quyt nh; cc quy nh v s phi hp gia cc b phn trong khch
sn; phi bit kt hp hi ho gia cc li ch tp th v li ch c nhn; phn chia
quyn li mt cch cng bng trong vn tin lng, tin thngv cc phc li
khc; cng tc ti chnh phi da trn c s minh bch, tin cy, lnh mnh.
Lnh o lun cho on ngay lp tc nhng thnh qu m nhn vin cua
doanh nghip t c, t chc k nim hay tham gia nhng ct mc quan trng
trong i sng ring cua mi nhn vin l nh hn, m ci, sinh nht, sinh con
v nhiu dp l khc quan tm chia s vi nhn vin khi h m au hay khi mt i
ngi thn, gp bin c hay nhng tai ha khc trong i. Noi tom li, hy trn
trng cc nhn vin cua mnh theo kha cnh l nhng con ngi bnh thng ch
khng phi ch l cp di cua mnh.
Phc ha r rng v nhng g m doanh nghip d nh s lm, tm nhn, s
mnh, mc tiu trong tng lai v l do a mi ngi tham gia vo cng vic o,
ch ng h ch l nhng ngi ng ngoi.
Gii quyt tng vn cua nhn vin mt cch ring r, kp thi v c th,
thm ch mt vn tinh thn cng cn quan tm i vi nhng ngi co lin quan.
ra nhiu h thng v chng trnh khc nhau khuyn khch ngi lao
ng a ra cc kin ngh ci thin dch v cua khch sn nh: Khuyn khch
ngi lao ng a ra nhng kin ngh ci thin mi trng lm vic hoc h tr,
to iu kin, khi gi ngi lao ng tm ra cc sng kin trong kinh doanh.
Thng qua cc hnh thc nu gng, cc bui l chc mng v nhng hnh thc
giao tip th hin s coi trng nhng trng hp xut sc c v tinh thn ln
hnh ng, hy nh rng nhng gi tr v hnh kho bt chc co ngha quan trng
hn rt nhiu so vi nhng gi tr hu hnh co th mua c.
Hy giao tip bng tnh cm quan trng hn nhiu so vi giao tip bng l tr
v nhng cuc tr chuyn thn mt cng quan trng chng km g nhng bui noi

94
chuyn nghim trang. Hn th na, vic truyn t cc mc ch, ngha, cm xc,
cm hng v tnh cm cng quan trng nh vic trnh by v cc s liu v s kin.
- Ngoi phong cch qun l cua ngi lnh o, vn hoa khch sn cn phi
c tm thy phong cch lm vic cua tt c mi lao ng trong khch sn. o l
s cn mn, tn ty, chnh xc v t gic trong cng vic, l s tun thu nghim
ngt quy trnh, quy phm k thut v cng ngh.
- Xy dng mt h thng nh ch cua khch sn, bao gm: Chnh danh, t
kim sot, phn tch cc cng vic, cc yu cu. Sau o xy dng cc knh thng
tin; xy dng cc th ch v thit ch tp trung v dn chu nh: a dng ho cc loi
hnh o to v pht trin ngun nhn lc; tiu chun ho cc chc nng, nhim v,
quyn hn; xy dng c ch kt hp hi ho cc li ch khch sn tr thnh ngi
nh chung, l con thuyn vn mnh cua mi ngi.
- Bn cnh o, phng thc giao tip cua cc nhn vin vi khch hng, vi
ngi xung quanh cng phi c hng dn, o to mt cch nghim tc, k
lng cho ph hp vi vn hoa giao tip hin i. Khch sn phi ch trng n b
mt bn ngoi cua khch sn nh quang cnh chung cua khch sn, biu tng,
thng hiu, ng phc to thnh n tng x hi, mang mt nt c trng ring
v tr thnh nim t ho cua khch sn.
Nhng thnh cng cua doanh nghip co bn vng hay khng l nh vo nn
vn hoa doanh nghip rt c trng cua mnh. Bn cnh vn, chin lc kinh doanh
th sc mnh cua vn hoa doanh nghip bm su vo trong tng nhn vin, lm
nn s khc bit gia doanh nghip vi i thu cnh tranh. S khc bit o c th
hin ra nhng ti sn v hnh nh: s trung thnh cua nhn vin, bu khng kh
cua doanh nghip nh mt gia nh nh, t quan liu b y li v khng cn t
tn ti xo b s l m trong qu trnh tho lun v ra cc quyt nh qun l, s tin
tng cua nhn vin vo cc quyt nh v chnh sch cua doanh nghip, tinh thn
ng i trong mi cng vic,...
- V cng tc nh gi qu trnh lao ng

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 Qun l v nh gi cng vic l khu then cht trong cng tc qun tr nhn
s gop phn thc y mnh m hot ng cua t chc. Vic ny th hin rt r
qua kt qu iu tra lao ng trc tip ti khch sn v c phn tch phn
thc trng. V vy trong thi gian ti Ban lnh o khch sn cn tp trung vo
cng tc ny trn cc kha cnh sau:
- Cng b s liu, xp hng thnh tch. Lp bng xp hng v cng b nh k kt
qu, th hng cua nhn vin cng l cch gip h nhn li hiu sut lm vic cua mnh.
- B phn nhn s phi phi hp vi cc b phn khc cua khch sn xy dng
h thng nh gi a chiu: Cp trn nh gia cp di, ng nghip nh gi ln
nhau, b phn ny nh gi b phn khc, khch hng nh gi cht lng dch v,
cc tiu thc nh gi phi r rng, thng nht trn c s cua vic phn tch v bn m
t cng vic c th cho tng v tr, chc danh, ng thi phi m bo d thc hin.

- To ra mi trng v khng kh lm vic thng thong

- Lp hp th: to cho nhn vin co dp phn nh vn ln lnh o cp cao
cua khch sn. Hp th ny co th ngi chuyn trch m nhim, ng thi
thit k ch khen thng hp l, khch l nhn vin chu ng phn nh vn
a ra ngh.
- Hi ngh: m cuc hp nh k nhn vin co dp noi ht nhng g mun
noi, trnh vn dn nn li.
- B phn chuyn mn ph trch v ngun nhn lc nn i su vo vic tm
hiu nhn vin. B phn ngun nhn lc nn nh rng, khch hng cua mnh chnh
l nhn vin trong doanh nghip, cng vic ct li cua h l nu cao s hi lng cua
cn b nhn vin. lm c iu ny, th phi hiu c ng thi cua nhn
vin, nhng tn ng trong cng tc qun l, cho vn nhanh chong c gii
quyt. Trng phng nhn s nn thng xuyn trao i tr chuyn vi nhn vin.
Qua tr chuyn tm hiu xem h co lm vic co thoi mi khng, phng nhn s co
th gip h mt no. Mi nm nn t chc iu tra v cn b nhn vin mt ln, b

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phn nhn s cn c vo kt qu iu tra vch ra k hoach hnh ng r rng v
cng b trc nhn vin.
- Nn to cho nhn vin mt khng kh lm vic thoi mi pht huy sng
to. Phi bit dng nhiu bin php khai thc tim lc cua nhn vin, cng l
cch gip nhn vin pht hin nhng kh nng khc cua chnh h thng qua mt s
gii php nh:
+ Xy dng gng in hnh. Nhng ngi in hnh phi i din cho s
mu mc, tin b, c th ho nhng phm cht m nhn vin cua khch sn mun
vn ti.
+ Xy dng mc tiu , nhim v r rng. Mc tiu co th ly thc t lm i
tng, nh cht lng cng vicCng co th ly tinh thn lm i tng nh
phong cch lm vic, t cch o cNhng mc tiu ny gip nhn vin thy r
mc ch c th vn ti.
+ Quan tm chm soc, dng tnh cm thu phc lng ngi. Hy tm
nhiu hn khng ch cng vic m cn l nhng kho khn thc t cua cp di.
+ Thng pht cng minh, kp lc. ng qun nhng hnh thc thng pht
c th, ng mc i vi nhn vin. iu o khin h nhn thy s ong gop cua
h lun c ghi nhn. Vic khen thng co tc dng c v lng t tin, kch thch
lng t ho v v vy s kch thch sng to. Ngi lnh o gng mu, co o
c, lm vic k lut, ht mnh, t li ch chung ln li ch c nhn s li cun
c cp di lm theo.
- V phong cch lnh o v s ng cm nhng vn c nhn
- S cn bng gia cng vic v cuc sng gia nh l yu t ct li nh hng
n s hi lng, trung thnh v hot ng nng sut cua nhn vin. gip nhn vin
co c s cn bng ny th t chc cng on m trc tip l cc cng on b phn
cn quan tm v chia s vi nhn vin v nhng vn c nhn, cn bit c nhn
vin cua mnh ang trong tnh trng no v t o co th gip h vt qua kho khn,
cn bng trong cuc sng, cng vic v gia nh. Co nh vy th mi pht huy ht kh
nng cua nhn vin v mang li hiu qu cng vic cho doanh nghip.
- Bn cnh t chc cng on th cc cp qun l trc tip cng cn quan tm
n vn ny v phi xem y l nhim v thng xuyn gip cng tc qun tr
nhn s c tt hn v mang li s hi lng cho nhn vin

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 - i vi ban lnh o trong cng ty:
+ Trong phong cch lnh o cua mnh cn to ra bu khng kh thc s thn
thin vi cc nhn vin, ng thi cn quan tm v lng nghe nhn vin hn na
h co th phn nh nhng kin bn thn cng nh khuyn khch nhng sng kin
ong gop cho cng vic.
+ Mt ngi lnh o tt cn phi co s quan tm v bit cch khen thng
nhn vin kp thi v ng cch, v cng co bin php nhc nh, cnh co khi h
lm sai.
+ Nh lnh o phi th hin c s cng bng trong i x i vi tt c
cc nhn vin, ng thi phi l khng ngng hon thin nng lc chuyn mn,
nng lc qun l, o c co nh vy ting noi mi co trng lng v khuyn khch
nhn vin n lc phn u
- T chc h thng thng tin ni b tht tt nhn c thng tin phn hi
mt cch khch quan nht t pha ngi lao ng thng qua cc ng khc nhau
nh thng qua mng internet hay hm th gop

PHN III: KT LUN V KIN NGH

1. Kt lun
Du lch l ngnh cng nghip khng khoi em li ngun li ln khng
nhng cho a phng m cho c quc gia. Du lch khng nhng mang li li ch v
kinh t m cn mang li li ch v vn hoa x hi. Tha Thin Hu l mt ni co
tim nng rt ln cho s pht trin du lch v hin nay ang trong xu hng pht
trin v phn u l thnh ph du lch quc gia. Chnh iu ny lm cho hot
ng kinh doanh khch sn pht trin khng ch v s lng m cn c v cht lng,
dn n mc cnh tranh trong lnh vc ny ngy cng tr nn gay gt. V mt
trong nhng yu t cnh tranh quan trng trong nn kinh t ton cu hoa v da trn
tri thc l sc mnh cua lc lng lao ng trong doanh nghip. Chnh v vy,
khch sn Xanh Hu cn nm c s hi lng cua nhn vin, nh gi c phn
no mc hi lng cua nhn vin vi cng vic hin ti cua h, hiu c tm t,
nguyn vng cua nhn vin. T o, khch sn co nhng iu chnh chnh sch nhn

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s, to mi trng ng vin, khch l nhn vin ph hp. S hi lng cua tp th
nhn vin chnh l cch gy dng lng trung thnh cua h i vi t chc, lm
cho nhn vin yu thch cng vic, gn bo vi ng nghip v pht huy ti a nng
lc v s nhit tnh trong cng vic cua h.
Qua thc tin nghin cu ti nh gi s hi lng v cng vic ca nhn
vin ti khch sn Xanh Hu , co th rt ra mt s kt lun sau:
- Chnh sch ngun nhn lc cua khch sn Xanh Hu trong thi gian qua
t c nhiu kt qu ng ghi nhn. a phn nhn vin u cm thy hi lng vi
cng vic cua mnh ang lm.
+ Khch sn to iu kin cho nhn vin nng cao trnh chuyn mn
nghip v. T chc cng tc hun luyn k nng cng vic cn thit nhm nng cao
tay ngh, gip nhn vin t tin thc hin cng vic ng thi nng cao cht lng
dch v cua khch sn.
+ Bn cnh o, nhn vin c cung cp y u thng tin lin quan n cng
vic, nh o m h co th hon thnh cng vic cua mnh mt cch nhanh chong v
hiu qu. Khch sn to mi iu kin gip v h tr nhn vin thng
qua s hp tc gia cc b phn. Cp trn h tr nhn vin cp di v co nng lc
iu hnh tt.
+ Chnh sch lng thng r rng v cng bng gia cc nhn vin. Phc li
cng c thc hin y u v kh hu ch. Nhng thay i v chnh sch lin quan
n nhn vin u c thng bo r rng.
+ Cng vic c phn chia hp l v ph hp vi kh nng cua tng nhn
vin. Mi trng lm vic an ton v y u cc thit b thc hin cng vic.
- Kt qu phn tch nhn t khm ph EFA cho ta bn kha cnh nh hng
n s hi lng cng vic cua nhn vin ti Khch sn Xanh Hu, bao gm: Tin
lng v phc li, c im cng vic v mi quan h, mi trng lm vic v c
hi o to lm vic.
Kt qu kim nh thang o bng CFA cho thy cc thang o u t yu cu
v tin cy, phng sai trch, tnh n hng, gi tr hi t v gi tr phn bit.

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 Kt qu m hnh cu trc tuyn tnh SEM cho thy m hnh l thuyt t c
tng thch vi d liu nghin cu v ba gi thuyt (H1, H3, H4) v mi quan h
cua cc khi nim trong m hnh l thuyt c chp nhn, gi thuyt H2 b phu
nhn vi tin cy 95%. Ba yu t Tin lng v phc li, mi trng lm vic v
c hi o to lm vic gii thch c 60,8% bin thin cua s hi lng chung v
cng vic cua nhn vin. Trong o, yu t C hi o to v lm vic l yu t co
tc ng mnh nht n s hi lng cua nhn vin ti khch sn Xanh Hu. Tip
theo ln lt l hai yu t Tin lng v phc li v Mi trng lm vic.
- Co s khc nhau trong nh gi v s hi lng cng vic gia cc nhom nhn
vin c phn chia theo cc tiu thc: tui, thi gian lm vic ti cng ty v thu
nhp hin ti.
-Tuy nhin, bn cnh nhng thnh tch ng trn trng th khch sn vn cn
tn ti mt s vn cn khc phc. C th l mt s nhn vin cha hi lng v
chnh sch lng thng v thng tin ti cng ty, nhn vin cha nhn c nhiu
s quan tm, hng dn cua cp trn trong gii quyt cng vic... y l nhng vn
m khch sn cn lu .
T kt qu nghin cu, Khch sn Xanh Hu cn co s xem xt, hc hi
pht huy, duy tr nhng im tt v khc phc nhng nhc im cn tn ng,
nm bt c hi, vt qua thch thc v vn dng ph hp mt s gii php m
nghin cu xut. Co nh vy mi to nn s hi lng cao cho nhn vin lao ng
trc tip ti khch sn, t o lm tng lng trung thnh cua nhn vin i vi t
chc v nng cao sc mnh cnh tranh cua khch sn trn th trng hin nay.
2. Kin ngh
pht trin, hon thin chnh sch qun tr ngun nhn lc v nng cao s
hi lng cua nhn vin i vi cng vic, gop phn cc gii php xut
trn co th thc hin c, ti xin xut mt s kin ngh vi lnh o khch sn
Xanh Hu nh sau:

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 - Ban gim c cn nhn thc c tm quan trng cua chnh sch qun tr
ngun nhn lc v s hi lng v cng vic cua nhn vin, t o co s xem xt,
iu chnh ph hp.
- Cc cp lnh o cn quan tm nhiu hn na n mi quan h vi nhn
vin. Thit lp mi giao lu gia cc phng, ban, ban gim c to s gn gi,
quan tm n mi nhn vin
- Gii quyt tt cc mi quan h trong cng ty cng nh xy dng mi trng
lm vic lnh mnh, an ton cho ngi lao ng
- Cng ty nn co nhng chnh sch tuyn dng, pht trin v i ng nhn s
mt cch y u v hiu qu nhm pht huy hiu qu cao nht i ng nhn
vin gii, nhit huyt v co nhiu kinh nghim co th nng cao hiu qu kinh
doanh cua Cng ty.
- Lun quan tm n vn o to i ng nhn vin. Cn ch trng n vic
t chc cng tc hun luyn k nng cng vic cn thit nhm nng cao tay ngh,
gip nhn vin t tin thc hin cng vic ng thi nng cao cht lng dch v cua
khch sn.
- Lun co nhng phng thc s dng lao ng khoa hc v hiu qu nht,
phi b tr v s dng lao ng sao cho ph hp c v hnh thc ln ni dung.
- Thc hin trit chnh sch i ng i vi nhng ngi lao ng cn c,
sng to, lm c nhiu cho Cng ty.
- Ban lnh o cng ty cn co nhng bin php gip nhn vin hiu r v cc
chnh sch khen thng v phc li. Bn cnh o, trnh vic u i i vi
nhng nhn vin thn thit hay quen bit.
- nh gi thc hin cng vic cng bng v chnh xc, kp thi v gn cng
vic vi c hi pht trin: Sau qu trnh lm vic cn thc hin nh gi li nng lc
cng nh hiu qu lm vic cua nhn vin co nhng iu chnh v khen thng
kp thi nhm khuyn khch nhn vin v r sot li vic b tr v s dng lao ng.
Kt qu nh gi cng vic cn c gn kt vi nhng iu kin v c hi pht
trin ngh nghip cua nhn vin lm cho h tp trung, phn u nhiu hn. Nhng
c hi thng tin trong cng vic cn c thng tin n nhn vin mt cch r

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rng, c th v thc hin mt cch cng bng.
- Tin lng lun l nhn t quan trng i ngi lao ng, tin lng co u
trang tri cho cuc sng v nhu cu tch ly mi gip cho ngi lao ng yn
tm lm vic v cng hin nn cng ty cn phi co s iu chnh cho ph hp.
thc hin vic tr lng cng bng, Cng ty cn xy dng chnh sch tin lng
nht qun, phi thc hin nh gi cng vic cua nhn vin mt cch khoa hc,
chnh xc vi nng lc, tnh cht cng vic c th. Gn tin lng, thng vi kt
qu lm vic cua nhn vin s gip pht huy vai tr kch thch lao ng cua cng c
tin lng.
- T chc cc hi ngh nhn vin chc lng nghe nhng kin ong gop
cua nhn vin, gii quyt nhng vng mc v nhng nguyn vng cua nhn vin
- Cn coi trng cng tc nghin cu th trng, nghin cu khch hng v i
thu cnh tranh t o co nhng chnh sch thch hp cho vic m rng v pht
trin th trng. Duy tr tt cc khch hng hin co v tm kim thm khch hng
mi n nh hot ng sn xut kinh doanh.
3. Hn ch ca ti v xut cho nhng nghin cu tip theo
- Mc ch cua ti l khm ph s nh hng cua cc yu t n s hi lng
cua nhn vin v nh gi mc hi lng v cng vic cua nhn vin ti khch sn
Xanh Hu. Tuy nhin, ti cn mt s hn ch nht nh nh sau:
+ i tng nghin cu cua ti ch dng li nhn vin lao ng trc tip
cung cp dch v ti khch sn Xanh Hu, cha bao gm cc nhn vin khc nh b
phn vn phng, kinh doanh nn cha bao qut ht ton b Cng ty
+ Nghin cu khng ch trng n cc yu t khc co th tc ng n s hi
lng v cng vic cua nhn vin nh vn hoa doanh nghip, c tnh nhn vin,
thc gn kt vi t chc.
- Trn c s hn ch, ti xin xut mt s hng nghin cu tip theo:
+ Xem xt nhng yu t nh hng n vn hoa doanh nghip, long trung
thnh, s cam kt gn bo vi t chc

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 + Tm hiu v nghin cu nhng yu t khc nh hng n s hi lng v
cng vic cua nhn vin ti khch sn Xanh Hu, t o co nhng gii php ph hp
gip khch sn gi chn v thu ht ngi ti.

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