Suggestions

In aspect of hotel industry, this study suggests that all hotels have to build and develop training programs that are appropriate to goals of organization and employees also. In order to have skillful and competent workforce, it asks to have quality training programs that equip employees with knowledge and enhance their ability in work. The success of training programs can lead to the satisfaction of employee and make them be more committed to organization.

Hotel industry is known as one of the most industries that have highest turnover rate, but this problem can be remedied if hotel have good training programs.

In addition, training programs is suggested to be held more frequently, because in contemporary economy, it is very imperative to catch up the developing pace as well as current trending. On-the-job training is a good way to improve knowledge and practical skills of employees simultaneously. Because this type of training is implemented in process of work so it can help organization save expenditure and time. Managers and administrators in Vietnamese hotel industry could consult from other countries and learn the way they conducted training programs, how to make the best efficiency.

Moreover, the factors of gender, age, education background also need to be considered.

Based on specific goals, objectives, tasks or positions, managers and administrators can make a decision about job requirements to optimize employees’ performance as well as their satisfaction and commitment.

About society, the perception and knowledge of worker about work environment, the rights and the obligations need to be enhanced. The employees must be more proactive in learning and improving self-competency. They need ask for proper interests as well as fulfill obligation to help develop a healthy and stable industry.

Finally, for future studies, to overcome existing limits and have more profound evaluation, future studies need to have appropriate approach and method to investigate as well as thorough and thoughtful preparation.

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64 

Appendix A

LIST OF FIVE STAR HOTELS IN HANOI, VIETNAM

 

No Hotel Address Room Phone

Number 1 Crowne Plaza West Hanoi Lô X7, Lê Đức Thọ, Mỹ Đình, Từ

Liêm

393

2 De L’opera Hanoi 29 Tràng Tiền, Hoàn Kiếm 107 084 62825555

3 Grand Plaza Hanoi 117 Trần Duy Hưng, Cầu Giấy 618 04 35551000

4 Hanoi Daewoo Hotel 360 Kim Mã 411 04 3 8315000

5 Hilton Hanoi Opera 01 Lê Thánh Tông 269 04 39330500

6 Hotel Sofitel Metropole Hanoi

15 Ngô Quyền 244 04 38266919

7 Intercontinental Hanoi Westlake

1A Nghi Tàm, Tây Hồ, Hà Nội 359 04 6 2708888 8 KS Jw Mariot Số 8 Đỗ Đức Dục, Từ Liêm, Tp Hà

Nội

450 084 38335588

9 Meliá Hanoi 44 B Lý Thường Kiệt 306 04 39343343

10 Nikko Hanoi 84 Trần Nhân Tông 260 04 3 8223535

11 Pullman Hanoi 40 Cát Linh 250 04 3 7330808

12 Sheraton Hanoi 11 Xuân Diệu - Tây Hồ 299 04 37199000

 

65 

Appendix B COVER LETTER

Dear Mr/Mrs ………..

Thank you very much for taking your precious time reading this letter. My name is Nguyen Ngoc Minh, I am a master student in the International Master of Business Administration at I-Shou University, Kaohsiung City, Taiwan. I am doing my research project as master thesis with the topic “The Relationship among Quality of training, job satisfaction and organizational commitment in five-star hotels in Hanoi, Vietnam. Purpose of this research is to provide useful information for business as well as authority about the influence to each other between quality of training, employees’ job satisfaction and organizational commitment.

I am developing a questionnaire to use in this study and it needs opinion from experts. As a professional in this field, your opinion is very significant and helpful. I really hope you can give me your precious advice to improve the content of this questionnaire, about structure, grammar, font, etc. Your words will greatly help me improve this questionnaire and complete this study.

If you have any questions, please contact me via e-mails listed below. I really appreciate your attention. Thank you very much.

Sincerely,

Nguyen Ngoc Minh

Email: minhnguyen.dhp@gmail.com 

 

66 

Appendix C QUESTIONNAIRE

(Preliminary Version for Pilot Study) Dear participant,

Thank you for agreeing to take this survey. This research’s objective is studying The Relationship among Quality of Training, Job Satisfaction and Organizational Commitment in five-star hotels in Hanoi, Vietnam.

As hotel’s employee, your opinion is very valuable. This questionnaire is completely anonymous, your basic information is only used for purpose statistics. Please complete the questionnaire based on your experience.

Thank you very much.

Sincerely,

I-Shou University College of Management Advisor: Dr. Grace Chien Student: Nguyen Ngoc Minh

Part I: Questionnaire of Current Training Conditions (For following statements, please check on the option you would like)

1. Have you had training program in your hotel?

□

^Yes

□

^No

If Yes, please continue with following questions:

2. How often is training held in your hotel?

□

Every month

□

Once a year

□

Twice a year

□

^Daily

□

Other (please be specific): __________

3. Training orientation (can be multiple choice):

□

Hotel general introduction

□

Customer service

□

^Other

□

Computer system usage

□

Departmental guide

4. The training in your hotel is:

□

^Mandatory

□

^Optional

□

^Other

5. Where are trainings held:

□

Inside Hotel

□

^Outside

6. Who held trainings:

□

^Trainers

□

^Manager

□

Lecture hired from outside

□

^Supervisor

□

Other (please be specific): __________

Part II: Questionnaire of Quality of Training

Description: Indicate the extent to which you think the training you just completed possessed, the features described by each statement.

Please answer all questions by circling one of the five numbers to the right (1=strongly disagree to 5=strongly agree). 

9. Training incorporated humor ^{1 2 3 4 5}

10. I learned from the other trainees 1 2 3 4 5

11. Training included small group work 1 2 3 4 5

12. Training was conducted in a quality facility ^{1 2 3 4 5}

13. Training room was geared to the physical comfort of

trainees ^{1 2 3 4 5} 19. Trainer expressed a personal interest in me and the other

trainees ^{1 2 3 4 5}

20. Trainer expressed appreciation for my previous work

experience ^{1 2 3 4 5}

21. I expect some follow-up to the training after I return to

work ^{1 2 3 4 5}

22. Training included a test to evaluate what I learned 1 2 3 4 5

Part III: Questionnaire of Job Satisfaction

Description: Indicate the level of job satisfaction, the features described by each statement.

Please answer all questions by circling one of the five numbers to the right (1=strongly disagree to 5=strongly agree).

6. I am satisfied with competence of my supervisor in

making decisions ^{1 2 3 4 5}

7. I am able to do things that don’t go against my conscience 1 2 3 4 5

8. I am satisfied with the way my job provides for steady

employment ^{1 2 3 4 5}

9. I have chance to do things for others ^{1 2 3 4 5}

10. I have chance to tell people what to do ^{1 2 3 4 5}

11. I have chance to do something that makes use of my

abilities ^{1 2 3 4 5}

12. I am satisfied with the way company policies are put into

practice ^{1 2 3 4 5}

18. I am satisfied with the way coworkers get along with

each other ^{1 2 3 4 5}

19. I am satisfied with the praise I get for doing a good job 1 2 3 4 5

20. I am satisfied with the feeling of accomplishment I get

from the job ^{1 2 3 4 5}

Part IV: Questionnaire of Organizational Commitment

Description: Indicate the degree of organizational commitment, the features described by each statement.

Please answer all questions by circling one of the five numbers to the right (1=strongly disagree to 5=strongly agree).

Strongly

1. I would be very happy to spend the rest of my career with

this organization ^{1 2 3 4 5}

2. I really feel as if this organization's problems are my own ^{1 2 3 4 5} 3. I feel like "part of the family" at my organization 1 2 3 4 5

4. I feel "emotionally attached" to this organization ^{1 2 3 4 5} 5. Right now, staying with my organization is a matter of

necessity as much as desire ^{1 2 3 4 5}

6. It would be very hard for me to leave my organization

right now, even if ^{1 2 3 4 5}

I wanted to

7. Too much of my life would be disrupted if I decided I

wanted to leave my organization ^{1 2 3 4 5}

8. One of the few negative consequences of leaving this

organization would be the scarcity of available alternatives ^{1 2 3 4 5} 9. Even it were to my advantage, I do not feel it would be

right to leave my organization now ^{1 2 3 4 5}

10. I would not leave my organization right now because I

have a sense of obligation to the people in it ^{1 2 3 4 5}

11. I owe a great deal to my organization 1 2 3 4 5

12. I would feel guilty if I left my organization now 1 2 3 4 5

Part V: Personal Information

(For following statements, please check on the option you would like)

1. Gender:

□

^Male

□

^Female

2. Age:

□

^20-29

□

^30-39

□

^40-49

□

^>50

3. Position:

□

Front Office

□

Waiter/Waitress

□

Kitchen Staff

□

^Others

4. Hotel working experience:

□

^{0-2 years}

□

^{2-5 years}

□

^{5-10 years}

□

>10 years 5. How long have you worked in the current position?

□

Less than 3 months

□

3-12 months

□

^{1-3 years}

□

>3 years 6. Education Background:

□

University and College

□

Postgraduate

□

Vocational Center

□

^Other

Part VI: Hotel Background Information (You do not have to answer this part. Thank you)

1. Number of Hotel: _________________ 2. Type of Hotel: ________________

3. Number of employee: ______________ 4. Ownership/ Affiliation: _________

Thank you very much for your participation

Appendix D

QUESTIONNAIRE IN ENGLISH

Dear participant,

Thank you for agreeing to participate to this survey. This research’s objective is studying The Relationship among Quality of Training, Job Satisfaction and Organizational Commitment in five-star hotels in Hanoi, Vietnam.

As hotel’s employee, your opinion is very valuable. This questionnaire is completely anonymous, your basic information is only used for purpose statistics. Please complete the questionnaire based on your experience. Thank you very much.

Sincerely,

I-Shou University College of Management Advisor: Dr. Grace Chien Student: Nguyen Ngoc Minh Part I: Questionnaire of Current Training Conditions

Instruction: Based on your experience in the past one year, please answer following questions:

1. Have you had training program in your hotel? □ Yes □ No If Yes, please continue with following questions:

2. How often is training regularly held in your hotel?

□ Once a month □ Twice a month □ Once every 2 month

□ Once every 6 month □ Once every year □ Other (please specify): _____________

3. Training orientation (can be multiple choice):

□ Hotel general introduction □ Customer service

□ Computer system usage □ Departmental guide □ Other (please specify): _____________

4. The training in your hotel is: □ Mandatory □ Optional □ Other (please specify): __________

5. Where are trainings held: □ Inside Hotel □ Outside □ Both 6. Who held trainings(can be multiple choice):

□ Trainers □ Manager □ Lecturer hired from outside

□ Supervisor □ Other (please specify): ___________

Part II: Questionnaire of Quality of Training

Instruction: This part indicates the extent of the quality of training program you have completed.

Please answer all questions by circling one of the five numbers to the right (1=strongly disagree to 5=strongly agree). 

Strongly

9. Training room was geared to the physical comfort of

trainees ^{1 2 3 4 5}

15. Trainer expressed a personal interest in me and the other

trainees ^{1 2 3 4 5}

16. Trainer expressed appreciation for my previous work

experience ^{1 2 3 4 5}

17. I expect some follow-up to the training after I return to

work ^{1 2 3 4 5}

18. Training included a test to evaluate what I learned 1 2 3 4 5

Part III: Questionnaire of Job Satisfaction

Instruction: This part indicates the level of job satisfaction, the features described by each statement.

Please answer all questions by circling one of the five numbers to the right (1=strongly disagree to 5=strongly agree).

2. I am satisfied with competence of my supervisor in making

decisions ^{1 2 3 4 5}

3. I am able to do things that don’t go against my conscience 1 2 3 4 5

4. I am satisfied with the way my job provides for steady

employment ^{1 2 3 4 5}

5. I have chance to tell people what to do 1 2 3 4 5

6. I have chance to do something that makes use of my abilities 1 2 3 4 5 7. I am satisfied with the way company policies are put into

practice ^{1 2 3 4 5}

13. I am satisfied with the way coworkers get along with each

other ^{1 2 3 4 5}

14. I am satisfied with the praise I get for doing a good job 1 2 3 4 5

15. I am satisfied with the feeling of accomplishment I get from

the job ^{1 2 3 4 5}

74 

Part IV: Questionnaire of Organizational Commitment

Instruction: This part indicates the degree of organizational commitment, the features described by each statement.

Please answer all questions by circling one of the five numbers to the right (1=strongly disagree to 5=strongly agree).

Strongly 1. I would be very happy to spend the rest of my career with this

organization ^{1 2 3 4 5}

2. I really feel as if this organization's problems are my own 1 2 3 4 5 3. I feel like "part of the family" at my organization 1 2 3 4 5 4. I feel "emotionally attached" to this organization 1 2 3 4 5 5. Right now, staying with my organization is a matter of

necessity as much as desire ^{1 2 3 4 5}

6. It would be very hard for me to leave my organization right

now, even if I wanted to ^{1 2 3 4 5}

7. Too much of my life would be disrupted if I decided I wanted

to leave my organization ^{1 2 3 4 5}

8. One of the few negative consequences of leaving this

organization would be the scarcity of available alternatives ^{1 2 3 4 5}

9. Even it were to my advantage, I do not feel it would be right to

leave my organization now ^{1 2 3 4 5}

leave my organization now ^{1 2 3 4 5}

在文檔中 The Relationship among Quality of Training, Job Satisfaction and Organizational Commitment in Five-Star Hotels in Hanoi, Vietnam (頁 65-90)