HIEU QUA CONG VIEC CUA NHAN VIEN DICH VU:
NGHIEN CtfU DIEN HINH TAI M O T SO NHA HANG TREN DIA BAN HA NOI
• Dl/dNG MINH TU
T 6 M TAT:
Nghi6n ciJu difdc ti^n hanh difa trdn ket qua khao sfit 225 nhSn vidn nh^ hang cl Ha Npi vl mpt s6' nhan to' tac dgng tdi hieu qud cong viec. Ket qua cho tha'y, hieu qud cong vi6c ci3a nhan vien nha hang d Ha Npi hien nay 5 mu'c tha'p. Thu'c trang nay c6 thi anli hifdng Ichong to't den hieu qud c6ng vide va chd't lu'dng dich vu cua cac nhk hdng d Ha Noi. Do vdy, kd't qua nghidn ciJu cung cap nhii'ng can cu* thi/c tien cho viec xay difng cac chinh sach, nliam nang cao hieu qud ldm vide cfia nhan vien va chd't lifpng dich vu cua cac nha hang 6 Ha N6i hien nay.
Tiif khoa: Hidu qua cong vide, nha hdng, cang thing c6ng vide, ho trp cua lanh dao, h6 trp cija dong nghidp.
1. D^t van de
Ngifcfi lao dong trong cdc nha hang thu'dng la cac nhan vien cung cap dich vu, cong viec cua hp ra't phCc tap khi hang ngay phai tie'p xuc vdi ra't nhieu khach hang khac nhau vdi nhieu yeu cau khac nhau. Nhan vien cung cap dich vu du'dc xem nhif ngu'di dai dien cua doanh nghiep giao tie'p vdi khach hang. Ho vifa la nhan vien ban hang, viJfa lam marketing, vita la nhan vien quan he khdch hdng,... Vai tro do khie'n hg gap nhieu dp life trong cdng viec, anh hu'dng khong to't de'n hieu qua cong viec. De khai thac hieu qua nguon nhan life, cae nha hang can ed chinh sach nhdm nang cao hieu qua cdng vide ciia ngu'di lao ddng.
2. Ccf sd ly thuyd't cua nghidn ctfu 2.1. Hi^u qud cong vi$c
Theo Dang Thi Hdng Hoa (2016), hidu qua cdng viec cua ngifdi lao dgng du'dc xem nhif chat lifdng lao dgng, trong do, mu'c dp hoan thanh chiJe trach, nhiem vu cua ngifdi lao ddng (ke't qua hoan thanh nhiem vu du'dc giao) la tieu ehi trung tam.
Bernardin va Russell (1993) khang dinh. hieu qud cong viec ciia nhSn vien la sif tdng hdp ke't qua
du'dc tao ra tif cac chifc nang nha^t dmh ciia nhdn vien dd hoac cdc nhiem vu difpc nhan vien do thifc hien trong mot khoang thdi gian. Mangkunegara (2007) nhan dinh, hieu qua edng vide difdc djnh nghia la so' lu'dng va chat lifdng cdng vide cua mpt nhan vien trong vide thifc hien nhiem vu ciia minh theo trach nhiem difdc giao. Theo nghidn cu^i ciia Tsui vd cdng sif (1997), hieu qua cdng vide difctc danh gid thdng qua sif so sanh thanh tich eong viec ma ngu'di lao ddng dat difpe vdi mifc trung binh, vdi yeu cdu dat ra, vdi dong nghidp va vdi sif hdi long eiia hg dd'i vdi ket qud dat du'dc.
2.2. MQI SO' nhdn to' tdc dgng tdi hifu qua cong vi$c
2.2.1. Su hdi long vdi cdng viec cua ngudilao dong
Theo Alferaih, nghien cdu ve md'i quan he giffa su" hai long va hieu qua cdng vide Id mpt trong nhifng ndi dung nghien cifu truyen thdng vd 6tt dinh trong cdc nghien cifu ve tam ly hpc Iao dpng (Alferaih, 2017), dae biet vd'n de na> thifdng diftfc cde nha nghien cdu xem xdt tdi trong cdc nghidn cu'u ve quan tri nguon nhan life (Li vd Ngo, 2017)
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va la mdt trong nhiJng nhan td dau vao quan trpng tac dgng tdi hieu qua ldm viec ciia nhan vien trong cac td chdc (Edwards va cdng sif, 2008; Fu va Deshpande, 2014; Li vd Ngo, 2017).
2.2.2. Cam kdl ciia ngUdi lao dong vdi cong viec Md'i quan hd giiJa cam ke't vdi cdng viec la mpt trong nhifng ye'u to" dau vao quan trgng anh hifdng tdi hieu qua ldm vide cua ngifdi lao ddng (Edwards vd cgng sif, 2008; Fu va Deshpande, 2014; Li va Ngo, 2017). Nghien cdu ciia Yu va cdng sif eiing cho tha'y sif tddng quan phan dnh md'i quan he thuan chieu giffa 2 yd'u to cam ke't vdi cdng vide va hidu qua cdng viec cua nhan vien (Yu vd edng sif, 2014).
2.2.3. Su ho trd cua cap tren
Theo Edward vd cdng sif, sif hd trd ciia ed'p trdn cd lien quan chdt che tdi hidu qua thffc hien nhiem vu ciia nhan vidn (Edwards vd cgng sif, 2008).
Nhffng sif lien quan nay theo thdi gian se gay ra nhffng hidu ffng khac nhau vdi tffng mffc do hd trd khdc nhau (Kanat-Maymon vd Reizer, 2017).
2.2.4. Suho trd cua dong nghiip
Theo Ellickson vd Borzaga, md'i quan he vdi d6ng nghidp cd anh hffdng khdng nhd tdi sif hdi long cdng viec vd hieu qua edng vide ciia nhdn vien (Borzaga va Tortia, 2006; Ellickson, 2002).
Peterson vd ddng sif cho tha'y, sff than thien trong gidm sat vd md'i quan he vdi ddng nghidp la mdt trong sd nhifng nhan to quye't dinh dpng life lam viec va hidu qud trong edng viec (Peterson va cdng sff, 2003).
2.2.5. Sucdng ihdng cong viec
Theo Dobreva-Martinova va cdng sff, eo nhieu khia canh ciia sff cang thang nghe nghiep nhff: sff md hd, sff xung dot, sif qua tdi, sif khdng hieu qud va trach nhiem vdi ngffdi khac, trong dd sff hdn kd't giffa xung dot vdi sff hai Idng cdng vide vd hidu qud cdng viec ra't manh mc va nha't quan (Dobreva-Martinova vd cdng sff, 2002). Nghidn cffu cua (Mohr vd Puck, 2007); ciia Abualrub (2004) deu eho thd'y cdng thang cdng viec dnh hffdng tieu cffc tdi hieu qua cdng viec, cang thang cdng vide lam nhdn vidn ludn cd nhffng sai sdt trong thffc hien cdng viec, do dd, hieu qua cdng vide khdng dffdc nhff y mud'n (AbuAlRub, 2004).
3. PhuTtfng phap nghidn cu'u 3.1. Mdu Ichdo sdt
Dffa trdn cd sd ly luan, nghien cffu xay dffng bdng hdi gdm 26 thang do dai dien eho 5 nhan to' tdc ddng tdi hidu qud edng vide eua nhdn vien nhd
hang vd 9 thang do dai dien eho hidu qud cdng vide. Tie'p dd, phie'u khao sdt dffdc phat tdi 230 nhan vidn tai cac nha hang d Hd Ndi, nhff: Hdi xdm, Thu Hang, Vuvuzela, MyWay, Thffdng Hai,... trong khoang tiidi gian tff thang 5 dd'n dau thdng 6/2020. So' phie'u thu ve Id 230 phie'u, trong dd cd 225 phie'u hdp Id va 5 phie'u khdng hdp le do thie'u nhd't quan ve thdng tin. Theo edng thffe mdu ciia Hair va cdng sff thi kich thffde mdu nay dam bdo tinh dai dien va ed do tin cay cao (Hair va cdng sff, 1998).
3.2. Kiem dinh do gid tri vd dq tin cay cua cdc thang do
Sau hai lan phan tich EFA, ke't qua cho gid tri KMO = 0.804 (thda man 0.5<KMO<1), gia tri phffdng sai trich la 63,363% vdi diem dffng cdc nhan td'Eigenvalues bang 1,412 va loai bd 01 bie'n quan sat Id (CKCV4 - Tdi thffdng de nghi ban be tham gia nhd hang nay). Dieu nay cho bie't, ed tdi 63,363% thay ddi eiia eae nhdn to'dffde gidi thieh bdi cac bie'n quan sdt vd 25 bid'n quan sdt dffdc nhdm lai thdnh 5 nhan td' chinh phii hdp vdi md hinh ly thuye't.
Ke't qua kiem dinh dd tin cay thang do cdc nhan Id' tac dpng tdi hieu qua cdng viec ciia ngffdi lao dpng trong cde nhd hang d Ha Ndi cho ke't qua, ta't cd cdc hd so'Cronbach's Alpha cua cdc nhan to'deu Idn hdn 0.7 va hd sd' tu'dng quan bien tdng ciia cdc thang do thdnh phan deu Idn hdn 0.3 nen khdng bie'n nao bi loai bd, cae thang do la phii hdp de tie'n hanh cac nghien cffu tie'p theo.
4. Thifc trang hieu qua cdng vi^c va cac nhan td' tac ddng de'n hieu qua cdng vi^c cua nhan vien nha hang d Ha Noi
4.1. Thvtc trang hieu qud cong viec cda nhdn vien nhd hdng d Ha Ngi
Ke't qud phan tich sd' lieu eho tha'y, thffc trang hidu qud cdng vide cua nhan vien nhd hang d Ha Ndi hidn nay dang d mffc tffdng dd'i tha'p vdi gid tri trung binh nhan td' dat 3.623 diem. Vdi dac thii cdng viec tai eae nha hang, ndi ed effdng dp giao tid'p cao vdi khach hang, hieu qud cdng vide phu thude nhieu vao mffc do lien ke'l giffa cac nhdm nhdn vien va hanh vi khach hang..., vide danh gid hieu qua cdng vide eua mdi ea nhan la khdng he dd dang. Tuy nhidn, ke't qua tff danh gid nay phan anh phan nao thffc te' hieu qua cdng vide ciia cdc nhan vien nha hang tai Ha Ndi. khi ma cac tieu chi danh gid cdn chffa rd rdng. cdn mang tinh ''binh quan", vd eae chinh saeh khu>en khich thffe hien cdng
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vide cung rat han che' khid'n nhan vien nhd hang ehffa thffc sff he'l minh vi cdng vide, dan den hieu qud cdng vide ehffa eao. (Bang 1)
4.2. Thtft trgng mgt sdnhan tdtdc dong de'n hieu qud cong vi^c cua nhdn vien nhd hdng & Hd NQI
De ddnh gid thffc trang cdc nhdn to' tae dpng de'n hieu qua cdng viec ciia nhan vidn nhd hang d Ha Ngi, tdc gid tie'n hdnh phan tich thd'ng ke md ta danh gid eiia nhdn vien nha hang ve cac nhdn td' trong md hinh vdi 25 thang do da dffdc kie'm chffng v^ do tin cay va dd gia tri d tren, kd't qua nghien effu dffdc tdng hdp trong Bang 2.
Su hdi long vdi cong viec cua ngUdi lao dong:
Ke't qua cho tha'y, da so' nhan vien nhd hang d Hd Npi cd mffc dd hdi Idng vdi edng viec d mffc thdfp, khi gia tri trung binh ciia nhdn td' nay dat 2.381 diem vd td't ea cdc thang do giai thich eho nhan to nay deu d mffe thdp. Thffc te nay eho tha'y, nhdn vien tai cac nha hdng d Hd Ngi chffa hdi long vdi cdng vide hien tai cua minh, ddn dd'n kd't qua la chd't Iffdng phuc vu tai cac nhd hdng d Ha Ndi cdn d mffe thdp.
Cam kit cda ngUdi lao dgng vdi cdng viec: Ke't qua ddnh gid eiia nhan vidn nha hang d Hd Ndi ve Bang 1. Thiic trqng hifu qua cong viec cua nhan vien nhd hang d Ha Npi
Bien quan sat Hieu qua cong viec cija toi cao hen nhieu so v6i trung binh
Tieu chuan chat luong cong viec cua toi cao hon tieu chuan chinh thiic cho cong viec nay Cong viec cua toi dap ifng mong doi cua ngudi quan iy cua toi
Toi phan dau cho chat iuong cong viec cao hon yeu cau
N 225 225 225 226 Toi hy vpng se duoc thang ctiUc nhanh hon mUc trung binh , 225 Toi hieu biet hon nhieu so vdi nhung ngudi khac iam viec trong ITnh vuc chuyen mon cua tdi Tdi tim thay niem vui thuc su trong cdng viec cua minh va tdi kha hai long
Tdi thich cdng viec cija minh hon mUc trung binh cOa ngudi khac Toi du dmh se lam viec nay lau dai
Trung binh
225 225 225 225 225
TB 3.307 3.880 3.916 3.391 3.582 3.684 3.613 3.609 3.631 3.623
chuin 0.930 0.895 0.899 0900 0.863 0.825 0.948 0.963 0.917 0.904 (Nguon: Ke'l qud xd ly sd lieu iren phdn mem SPSS)
Bang 2. Bang thong ke mo ta cac nhan to tac dong den hieu qua cong vl0c cua nhan vien nhd hdng 6 Hd Npi
TT Bien quan sat N TB eoifch
diuin Su hai long vdi oong w ^ ciJa ngtidi lao d ^
1 2 3
5 6 7
1 "
9 10
TOI thay cdng viec cua minh kha de'chiu Tdi thudng cam thay hUng thU vdi cdng viec cua minh Ndi chung, tdi hai Idng vdi cdng viec hien tai Tdi thudng thich di lam
Toi chac chan thich cdng viec cua toi
Hau nhu ngay nad tdi cung deu cam thay nhiet tinh vdi cdng viec cua minh Cdng viec cua tdi kha thu vi
Toi tim thay niem vui thuc SU trong cdng viec cua tdi Toi thay hgnh phuc vi da iam cong viec nay Tmng blnh
225 226 226 226 225 225 225 225 226 2 2 5 ^
2.696 2111 2.129 2.613 2.462 2.369 2.369 2 293 2.489 2 . 3 8 r
0.882 0.813 1 0.895 0.915 0.871 0825 1 0907 0.873 0.931 1 0.879
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TT Bl§h quan sat N TB eOl^eh
chuan Cam kei ciJa ngtl^ lao i]0ng vdt cong w^c
1 2
3 4 5
loi kha tu hao noi vdi moi ngudi rSng tdi lam viec chd nha hang Ngay ca khi nha hang hoat ddng khdng td't ve m^t tai chinh, tdi se mien cudng neu phai chuyen sang nha hang khac
Trong cdng viec cua minh, tdi cam thay minh dang noluc, khdng chi cho ban than ma cdn cho ca nha hang
Tdi hai idng khi biet cdng vi§c cija minh dong gdp dUdc chd nha hang Trung blnh
225 225
225 225 225
3.164 3.111
3.111 3.196 3.145
1.159 1.1664
1.1145 1.0761 1.129 St/ho'tnl cua cap tren
1 2
3
4 5
Tdi thay ngudi quan ly ciJa minh rat huu ich trong viec thuc hien nhiem vu cua minh Khi thuc hi§n nhi$m vu djch vu cua minh, toi phu thudc rat nhieu vae ngudi quan ly cija minh
Ngudi quan ly cua tdi cung cap chd tdi thdng tin va Idi khuyen quan trpng lien quan den cong viec giup thuc hien cdng viec cija tdi de'dang hdn
Tdi CO the tin tudng vao ngudi quan iy cua minh de' thuc hien cdng viec dung dan khi phuc vu khach hang
Tmng blnh
225 225
225
226 225
2.169 2.169
2164
1.933 2.109
0.896 0.890
0.899
0 802 0.871 S ^ hStnl cua dong nghi$p
1 2 3 4
Tdi thay ddng nghiep cua minh r^t hOu ich trong vide thuc hien nhiem vu cua minh Khi thuc hi&n nhi6m vy cl!ia minh, tdi phu thudc rcit nhieu vao ddng nghiep cua minh Ddng nghidp cua tdi thudng cung cap cho tdi thdng tin va Idi khuydn quan trong iign quan d^n cdng viec giiJp thuc hien cdng vide eua tdi de'dang hdn Tmng btnh
226 226 226 225
2.342 2.449 2.329 2.373
0 781 0.886 0.930 0.866 SU cang thang cong vi$c
1 2 3 4 5 6
Tdi thudng cam thay bdn chdn, lo lang ve ket qua edng viec cua tdi Tdi thudng bi qua tai cdng viec
Cd nhieu ian cdng viec cua toi ddn tdi vad chan tudng Odi khi, tdi cam tha'y khd thd khi nghT ve cong viec Tdi thudng cam tha'y cd ld1 khi tdi khdng lam viec Tmng blnh
225 226 226 225 225 225
2.698 2.622 2.876 2.907 3.138 2.848
1.177 1 182 1.204 1.197 1.237 1.198
nhdn td'nay dat d mffc kha eao, cao nha't trong eae nhan to', vdi gid tri trung binh nhan td'dat 3.145 diem. Dieu nay cd ve thie'u logic khi mffc dp hai Idng ciia nhdn vidn dd'i vdi cdng viec kha thdp nhffng mffe dp cam kd't vdi edng viec lai kha cao, tuy nhien lai de hid'u khi nhan vidn tai ede nhd hdng Id nhffng ngifdi it dffde ddo tao chuyen mdn sau vd bai ban nen hg cung cd it khd nang thay ddi de cd mdt cdng vide td't hdn. Vi vay, nhan vidn nhd
Nguon: Kel qud xd ly sdlieu tren phdn mem SPSS
hdng d Ha Ngi vdn chpn giai phap la cam kd't vdi cdng vide hien tai.
Su hd trd cua cd'p tren: Gia tn trung binh nhan tdnay dat d mffe tha'p (2.109 diem) cho tha'y, nhan V ien nhd hang nhdn dffdc it sff hd trd tff cd'p trdn, hg cho rang vai trd cua ca'p trdn ddi vdi thffc hien cdng vide ciia hp khd md nhat. Dieu nay dd hieu khi cdng viec ciia eae nhdn vidn d nha hang dffdc dao tao thffc hien theo quy trinh kich ban cdng vide.
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c d n ngffdi q u d n ly thffdng ehi d d n g vai trd g i a m sal, d d n h gia n h a n v i e n l a m v i e c .
Su ho trd cua dong nghiep: H i d u q u a thffc h i d n c d n g v i d e ciia nhdn vidn nhd h d n g thffdng g a n vdi ke't q u a ldm v i e c ciia n h d m , b d i c d n g v i e e ciia nhd h a n g la tuan t h e o e a e quy trinh cd sif h e n q u a n chat e h e giffa c a c b p p h a n , c d e vi tri chffe d a n h . Tuy n h i e n , kd't q u a d a n h gid lai cho thd'y, mffe dd hd trd nhau trong c d n g v i d e c u a n h a n v i d n n h a h d n g d Ha N d i h i e n n a y d a n g d mffc tha'p (2.373 d i e m ) . D i e u ndy d d n de'n cha't lifdng dich vu ciia c d c n h a h a n g d Hd N d i h i e n n a y c d n d mffc t h a p .
Su cdng thang cong viec: N h a n to' n a y dffdc d a n h gid b d i 5 t h a n g d o , k e t q u a k h a o s a t 2 2 5 n h a n v i e n nhd h a n g 6 Hd N d i c h o gia trj trung b i n h n h a n id' d a t 2 . 8 4 8 d i e m (mffc 3 ) . D a y la n h a n to'dffde d a n h gia d mffc c a o thff hai trong 5 n h a n t o ' n g h i e n effu, ke't q u d c h o tha'y, n h a n v i d n n h a h a n g chiu k h a n h i e u e a e dp life c d n g vide, h p thffdng thd'y kha m e t m d i khi l a m v i d e . D i e u n a y ra't logic v d i mffe d o h d i long e d n g v i d e eiia n h d n v i d n n h a h a n g d mffc tha'p, h p n h a n du'dc it sff hd
t r d ciia ca'p t r d n va d d n g n g h i e p trong c d n g viec.
5. Kd't ludn
Nhff vdy, n g h i e n cifu vdi 5 n h a n to tdc d g n g den h i e u q u a c d n g v i d e vd trdn so' Iffdng 225 nhdn vien nha h a n g d Ha N d i eho k e t q u a , hidu qud edng viec c u a nhdn vien d a t d mffe tffdng dd'i tha'p khi gia tri trung binh d a t 3 . 6 2 3 d i e m ; mffc d o h a i long vdi c d n g v i d e d a l 2 . 3 8 1 d i e m ; Mffc d o c a m kd't vdi c d n g v i e c d a t 3.145 d i e m ; Sff hd trd ciia c a p tren d a t 2.109 d i e m ; Sff hd Ird e u a d d n g n g h i e p dat 2.373 d i e m va mffc d o c a n g t h a n g e d n g viec dat 2.848 d i e m . Kd't qud n a y p h a n d n h , nhdn vidn nhd h d n g d Ha N g i n h a n dffdc it sff hd Ird tff c a p tren vd d d n g n g h i d p , c h i n h vi the' mffc d o hdi Idng vdi c d n g vide k h d n g c a o va mffc dp c a n g thdng cdng v i d e eiing vi the' ma tang l e n . Tuy nhidn, nhdn vien nhd h a n g tai Ha N d i v a n cd mffc d d earn ke't vdi c d n g vide d mffc c a o vi c d n g vide ndy phii hdp vdi trinh d p , n a n g life ciia h p , hg it ed e d hdi chuyen ddi c d n g v i e c sang ITnh vffc k h d e . Thffe trang nay giai thich vi s a o h i e u qud c d n g v i d e e u a nhdn vien nha h a n g d Ha N d i h i e n n a y cdn d mffe Ihd'p •
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5. Dobreva-Martinova Tzvetanka, Martin Villeneuve, Lloyd Strickland \k Kimberly Matheson (2002), Occupational role stress m the Canadian Forces: Its association with individual and organizational well-being, Canadian Journal of Behavioural Science, 34 (2). I I . https://w\vw researchgate.net/publication/232461564jOccupational_
role_stressJn_tlii'jCanadian_Forces_Its_association_with_individual_jind_organizational_well-being
6. Edwards Bryan D, Suzanne T Bell. Jr Arthur, Winfred va Arlette D Decuir (2008). Relationships between Facets of Job Satisfaction and Task and Contextual Performance, Applied Psychology, 57 (3), hnps://iaap-joumals.
ontinelibrary.wiley.com/doi/abs/iai 11 l/i.l464-0597.2008.00328.x
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Satisfaction_of_Municipal_Govemment_Employees.
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Ngay nh^n bai: 28/5/2020
Ngay phan bidn danh gia va su'a chifa: 7/6/2020 Ngay cha'p nh$n dang bai: 15/6/2020
Thong lin tdc gia:
ThS. DlTOlNG MINH TU Trffcfng Dai hgc Dai Nam
THE PERFORMANCE OF RESTAURANT SERVIVE STAFF:
A CASE STUDY OF SOME RESTAURANTS IN HANOI
• Master. DUONG MINH TU Dal Nam University
ABSTRACT:
This study is to find out the factors affecting die work efficiency of restaurant staff by surveying 225 employees working for restaurants in Hanoi. This study's findings reveal that the work efficiency of restaurant staff in Hanoi is quite low. This issue could adversely affect the performance and service quality of restaurants in Hanoi. This study's resuhs are expected to provide practical bases for poliy development in order to improve die work efficiency of employees and the service quality of restaurants in Hanoi.
Keywords: Work efficiency, restaurant, job stress, leader support, coworker support.
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