Nghiên cứu các yếu tố ảnh hưởng đến sự căng thẳng trong công việc của nhân viên tại các văn phòng của doanh nghiệp giao nhận, vận tải trên địa bàn hà nội

So 05/2019

KHOA HOC-CdNGNGHfe.

Nghien CLTU cac yeu to anh huong den sir cang thang
trong cong viec cua nhan vien tai cac van phong
cua doanh nghiep giao nhan, van tai tren 6\a ban Ha Np
• TS. DUONG HtJTU TUY^N - TrUdng Dgi hoc Giao thdng van tdi

TOM TAT: Lanh d^o va mgi nhan vien cua cac
doanh nghiep giao nh?n, van t l i luon ddi m?t v6i
nhieu ap luc, dac biet la ap luc td phia khach hang
va ddi tlid cgnh tranh Trong dieu kien canh tranh,
nSng dong va thay ddi khong ngC/ng cCia moj trudng
kinl-i doanh djcli vu giao nlngn v|n tai, sp c3ng tiling
trong cong viec luon la mpt trong nhung yeu to i n h
hudng Ion den ket qua ho?t dgng cua mdi doanh
nghiep Ndi dung bai bao se nghien cuu cac yeu to
CO b^n ^nh hudng den su c5ng thang trong cong
vi#c cua lanh dao, nhan vien cac van phong cua cac
doanh ngliiep giao nlian, van t i i tgi Ha Npi, thong
qua phuong phap dieu tra bang bing hdi dupc gdi
den cac \arih d?o, nhan vien cac van phong cua
doanh nghiep giao nhan, van t i i . Ket q u i nghien
cuu cho thay, trong 5 yeu to nghien cdu, yeu td su
bat on dtnh trong cong viec cua lanh dao, nhan vien
tai cac van phong cda doanh nghiep giao nlian, van
t i i tai Ha NOI CO sptac dong Ion nhat den su cang
thiing trong cong viec, tiep do la cic nhan to su
qua tai cua cong viec, su mo ho trong cong viec
Yeu to CO tac dgng nho nhat la moi truong lam viec

cua nhan vien tai cac cong ty nghien cuu.
TL/ KHOA: Su cang thing, giao nhgn, van tii, Ha Noi
ABSTRACT: Leaders and all employees of
forwarding and transport enterprise always face a
lot of pressure, especially pressure from customers
and competitors In the competitive, dynamic
and constantly changing conditions of the freight
forwarding service business environment, the
pressure in work is always one of the factors that
greatly affect the performance of each business
The content of the article will study the basic
factors affecting the pressure in work of leaders and
employees at the offices of forwarding and transport
enterprise in Hanoi, Through the survey method by
questionnaires sent to the leaders and employees
of the offices of freight forwarding companies,
the results show that, among 5 research factors,
the factor of instability in the work of leaders and
employees at the offices of forwarding and transport

enterpnse in Hanoi has the greatest impact on work
pressure, followed by factors of overload, ambiguity
in work The least influential factor is the working
environment of employees in research companies
KEYWORDS: Pressure in worl<, freight, forwarding,
Hanoi

I.DATVANCE
Su cang thang trong cdng viee cua nhan vien se anh
hudng rat Idn den ket qua va hieu qua cdng viec eua tat

ca cac doanh nghiep, Cae nghien cdu ve sU cang thing
eua nhin vien da dUpc de cap d nhieu gde dp va eae Ilnh
vae khic nhau nhu nghien edu cua Allen (2011) ve mdi
quan he gida cang thang trong cdng viec va ket q u i lam
viec eua ngUdi iao ddng trong eae td ehdc tai ehinh d
Ugafode, Uganda hay cua Shahld va cac cdng sU (2010)
nghien edu ve sU eang thang trong edng viee eua nhdng
nhan vien ngan hang. Tai Viet Nam, nghien edu cua Tran
Kim Dung (2012) eho thay, nhdng yeu td gay cang t h i n g
tdphia sinh vien va eae nhan vien ehdc khdng anh hudng
den sUgan ket ddi vdi trudng cua vien chdc.
Trong Ilnh vUc giao nhin, van t l i , trong mdt thj
trudng canh tranh va hdi nhap qude te sau rdng, cd tinh
chat di dau trong giao thuong va thuong mai qude te,
ddi hdi su tap trung eao dd trong edng viec eua mpi n h i n
vien d moi cap trong doanh nghiep. Lanh dao va mpi
nhan vien eua cac doanh nghiep giao nhan, van t l i ludn
ddi mat vdi nhieu ap lUc, dae biet la ap luc tdphia khach
hang va doi thu canh tranh. Ndi dung bai bao se nghien
cdu eae yeu td co b i n anh hudng den sU cang t h i n g
trong edng viee eua lanh dao, nhan vien eae van phdng
cua eae cdng ty giao nhan, van tai tai Ha Ndi.
2.CasdLYTHUYlT
2.1. Sir cang thing trong cong viec
Cang thang (stress) la thuat ngd duoc bae sy ngudi
Ao Hans Selye dua ra lan dau tien vao nam 1936 tU gde
do y te de md t l trang thai chiu dUng. Theo dng, mdt ddi
tupng vat chat hole con ngudi khi phai ehdng lai cac t i c

169

KHOAHOC-CONGNGHE.
ddng t d cae yeu to ben ngoai thl "eang t h i n g " se duoc
sinh ra de chdng lai eae yeu to do nham hUdng den viec
duy tri trang thai ban dau. Cing t h i n g la mdt khai mem
duac sd dung thudng xuyen trong ddi sdng nhung lai
khd dinh nghia ehinh xae. Cang thang ed the duoc dinh
nghia nhu "mdt qua trinh tUOng tae gida eon ngudi va
mdi trudng, trong do dUOng sU nhan dinh sU kien td mdi
trudng la ed tinh ehat de doa, cd hai va ddi hdi dUOng sU
phai ed g i n g sd dung eae tiem nang thieh dng eua minh
(Lazarus, 1993;Tran Kim Dung, 2012). RS Lazarus va cdng
sU {1978) ket luan rang, eang thing khdng tdn tai trong
mdi trUdng eung khdng tdn tai trong cO the ngUdi, ma nd
sinh ratd sutuong tie eua hai yeu td tren.
Nghien edu cua MF Dollard va edng sU (1999) chi
ra rang, cang thang trong cdng viec cd the den td nhieu
ngudn khae nhau va anh hadng den con ngUdl theo
nhieu each khac nhau, du cho mdi lien he gida cae khia
canh tam ly - xa hdi cua cdng viee, sdc khde va hanh phue
eua ngadi lao ddng eung da duac ghi nhan rd rang.Theo
G Khoury va cdng sU (2010), eang thang la trang thai thay
ddi the chat hay tinh than cua mdt ngUdi do sU rdi loan
hoac mat can bang so vdi trang thai binh thudng va dupe
gay ra bdi cam xue, tam iy, tinh than va benh ly hay t d
mdt sU kien bat thudng d nhdng mdi trudng lam viec,
mdi trudng xa hdi. Cang t h i n g la mdt phan dng tam ly
va the chat dupe sinh ra khi ban than ca nhan b| vuct qua
kha nang thieh nghi ddi vdi dieu kien ben trong hoac mdi

trudng ben ngoai.
Theo Bashir, U., & Ismail Ramay, M. (2010) thl cang
thang trong cdng viec la mpt trong nhdng yeu td gia tang
nhieu nhat va cd nhieu tae ddng den cae td ehde.Theo dd,
nghien edu nay cho thay rang, cang thang la trang thai
cua mdt e l nhan, trong do hp ddi mat vdi sU mo hd va
mau thuan gida nhu cau, trach nhiem hoae co hdi va ket
q u i cdng viec mong doi. Nghien edu cua Jamal, IVl. (2011)
chi ra rang, cang thang cdng viec dupc xac djnh bdi cac
yeu td nha qua tai edng viec, mO hd vai trd, xung ddt vai
trd va thieu ngudn lUc. Trong khi nghien cdu cua Theo
James Price (1997, 499} cho rang eang thang xua't hien
khi nhan vien khdng ed kha nang thUe hien cac yeu cau
cua edng viee va ed 6 nhdm nguyen nhan tao nen cang
thing: (l)Traeh nhiem cdng viec khdng rd rang; (2) thue
hien cdng viec d cac vai trd xung ddt; (3) cd qua nhieu
viee; (4) khdng du ngudn lUc de thUc hien; (5) cdng viec
nguy hiem; (6) cdng viee khdng bao dam lau dai (Tran
Kim Dung, 2012). TUPng tU, trong tdng quan eae nghien
edu ve cang thang, Nobile va McCormiek (2005) chi ra
cle thanh phan hay ngudn gdc cua cang thing gdm cd:
Cdng viec phdc tap, xung dot hoac vai trd phan cdng
edng viee khdng rd rang, mdi tradng lam viec khdng day
du, yeu cau cdng viee eao, quan he khdng tdt vdi ddng
nghiep, thieu sU hd tro td lanh dao, khdng khi lam viec
va van hda khdng phu hpp, khdi lupng cdng viee nhieu
(Tran Kim Dung, 2012).
2.2. Gia thuyet nghien ciiTu
Tren eo sd eae nghien edu trudc, trong pham vi bai
bao, tac gia lua ehpn eae yeu td cO ban tae ddng den

su cang thang trong edng viec eua nhan vien khdi van

170

phdng eua eae cdng ty giao nhan van t l i tren dia ban Ha
Ndi, bao gdm 5 yeu td sau :
- i^aho vai tro xay ra khi ngudi lao ddng thieu thdng
tin can thiet de xCr ly mdt van de. Di4u nay khien ngudi
lao ddng cam thay hoang mang va bat lUe. Mo ho vai trd
cung xay ra khi mot nhan vien trai qua thdi gian khd khan
CO gang dieu chinh hai hoae nhieu vai trd cung mdt lijc
(Harijanto va cdng su, 2013).
-Xung dot vai trd I I khi ngudi lao ddng dUpc yeu cau
phai thue hien nhdng vai trd, nhiem vu t r i i ngUpe nhau.
Dieu nay xiy ra khi ngUdi lao ddng bi ehi dao bdi nhilu
cap q u i n ly khac nhau vdi quan diem khac nhau. Theo
Bemana va cpng sU (2013), xung dot vai trd xiy ra khi cae
yeu eau cdng viec khdng tUOng thieh vdi muc tieu, khi
ning, gia tri va niem tin eua n h i n vien trong to ehdc do.
- Qud tdi cong viic la trang thai bj giao nhieu cdng
viee trong quy thdi gian lam viee khdng thay ddi, budc
hp phai lam them gid de hoan thanh. Ddi khi, dii lam
them gid van khdng gili quyet dUpc nui viec tdn dpng. Vi
vay, cdng viee bj ddn luy ke td ngay nay sang ngay khae
gay cho nhan vien sU cang t h i n g , cang thang se gia tang
khi khich hang hoac cap tren hdi thue. Viec nay gay eho
ngudi lao ddng sa lo ling, mat tap trung vi khdng biet
nen giai quyet viee nao trUde, viec nao sau va lam anh
hudng tieu cue den ket qua cdng viee
- Subdton dmh cdng viic ed the trd thanh mdt yeu td

gay cang t h i n g cho nhan vien va dan den gay anh hadng
den nhan vien va to ehde (Greenhaigh va Rosenblatt,
1984). Theo Sverke va Goslinga (2003} th) sU mat dn djnh
cdng viee se anh hudng den thai dd, hanh vi va sdc khde
cua nhan vien trong dai han.
- MOI trudng Idm viec ed the gay eang thing eho
moi nhan vien trong cle doanh nghiep. Theo Nobile va
McCormick (2005) thi sU cang t h i n g do mdi trudng lam
viec se I n h hUdng trUe tiep den k h i nang lam viec, sUtap
trung trong cdng viec cua mpi nhin vien.
Cae ket qua nghien edu nhu Nobile va MeCormick,
2005; Sverke va Goslinga, 2003; Harijanto va cdng sd,
2013... deu cho thay cd mdi lien he va tac ddng eua cle
yeu td g l y eang t h i n g trong cdng viee vdi eae mdc dp
khae nhau.Tddd, eho phep t i e g i l de xuat cle g i l thuyet
nghien cdu.
HI. Su mO hd ve vai trd cd lien quan va tie ddng
thuan chieu vdi sU eang t h i n g trong edng viec eiia nhin
vien khdi van phdng eua cac doanh nghiep giao nhan,
van tai tren dja ban Ha Ndi.
H2. Su xung dot ve vai trd cd lien quan va tie ddng
thuan chieu vdi sueang thang trong cdng viee cua nhan
vien khdi van phdng cua cae doanh nghiep giao nhan,
van tai tren dia ban Ha Ndi.
H3. Su qua tai trong edng viee ed lien quan va tie
ddng thuan chieu vdi sU eang t h i n g trong edng viec eiia
nhan vien khdi van phdng eua eae doanh nghiep giao
nhan, van t l i tren dia ban Ha Ndi.
H4. Su bat dn dinh trong cdng viee ed lien quan v l
tae ddng thuan chieu vdi sucang t h i n g trong edng viec

eua nhan vien khdi van phdng ciia elc doanh nghiep
giao nhan, van t l i tren dia ban Ha Ndi.


S6 05/2019

KHOA HOC-CdNGNGHt
H5. Mdi trudng lam viee ed lien quan va tac ddng
thuan chieu vdi su eang thing trong cdng viee eua nhan
vien khdi van phdng ciia eae doanh nghiep giao nhan,
van t l i tren dia ban Ha Ndi.
3. PHU'ONG P H A P N G H I E N COU

3.1. Do ii/cfng cac bien
De do ludng elc bien, trong pham vi bai bao, tae g i l
sd dung elc eau hdi da duoc de xuat, nghien edu va danh
gia trong cac nghien edu trUde Nobile va McCormiek, 2005;
Sverke va Goslinga, 2003. Cac eau hdi dd dupc gdi di dieu
tra thdeho 5 nhan vien lam viee tai van phdng eiia Cdng ty
Cd phan Van tai Con Ong tai Ha Npl de tien hanh dieu tra
thd. Tat ea eae eau hdi eiia cac bien dUOc do ludng bang
thang do 5 mdc dd eiia Likert, vdi 1 ^ Khong ddng y den 5
- Rat ddng y, ket qua duac the hien trong bing sau:
Bing 3.1. Tong hop cic bien nghien ciiu

3.2. PhUomg phap thu thap so lieu
De thu thap d d lieu phuc vu p h i n tieh, danh g i l cae
gia thiet nghien edu, ehung tdi da tien hanh dieu tra so
cap tai eae van phdng eua cac doanh nghiep eung cap
dieh vu logistics tren dja ban Ha Ndi, thdng qua mang

ludi cle ddi tac ciia ciia Cdng ty Cd phan Van tai Con Ong
(Bee coproration} thdng qua e-mail. Ket qua cho thay, cd
185 cau t r i Idi dUpc ghi nhan, trong dd ed 36 cau t r i Idi t d
cle lanh dao el'p phdng va tUong dUong, edn lai la td cac
nhan vien ciia eae phdng, ban la 149, chiem 80.5%.
4. KET QUA NGHIEN COTU VA BlNH LUAN
De kiem dinh dd tin cay ciia cac thang do va kiem
djnh tdng nhan td nghien cdu, t i e gia sd dung phan
mem SPSS 2.0 va danh gia cae gia thiet nghien edu
chung tdi sd dung phan mem PLS, ket qua cho trong
eae bang sau:
Bing 4.1. Ket qua kiem dinh
TT 1

1

SMH1

2

SIV1H2

3

SMH3

4

1 SMH4

Cong viec cua toi co muc tieu dUac len ke
hoach rorang
Toi biet chinh xac nhCrng gl minh duoc mong doi
Toi biet trach nhiem cua minh la gi
iToicSmthaychacchanvequyenhanhcuaminh

Sir xung d o t
5
6
7

SXDI

SXD2
5XD^

^^' P*"^' ^'^ dung cac nguyen t3c hoac chfnh
' sach cua neng minh de thiTc hien nhiem vu
Toi nhan 6uac nhiem vu ma khong co dii
nguon \Uc va tai nguyen de thUc hien
TOI nhan diioc nhiem vu ma khong co nhan lUc
de hoanthanh

Sir qua t i l
8

SQT1

Toi ch|u trach nhiem hoan thanh qua nhieu nhiem
VU ^nh hudng den sUtap trung va ket qua cua tdi

9

SQT2

Tdi ph^i nhan hau nhu bat ky loai cong viec ,
nao ngay ca khi toi cam thay da qua met mdi '

10

SQT3

Tdi phai lam nhieu uiec mot luc mot minh lam
anh hudng den ket qua cdng viec

SQT4

TOI tham gia vao cac trach nhiem khac nhau va
giijqua nhieu vai trd trong don vj

'•

SU b a t o n dinh
12

5B01

Tdi CO the bi luan chuyen sang vi tri khong phu
hop vdi kh5 nang cua minh

13

SB02

Tdi cd the bisa thai bdi BIDV vao bat CLt luc nao

14

SB03

Tdi cho rling cdng viec ngan hang khdng cdn
hap dan trong tUtJng lai

Moi t r u d n g lam viec
IS

MTLV1

16

...,.. ,^ 1 Thieu cac cong cu ho tro lam viec (phan mem,
MTLv2 ' ,
,
,
1 t h u vien ..)

Cang t h i n g do sU han che cua ca sd vat chat

17

MTLV3 1 Khonggianlamviechanhep.thieucholamviec

18

MTLV4

Su phoi hop giCra cac bo phan khong kip th6i

Cang t h ^ n g cong viec
19

CTCV1

Cdng viec cua tdi co xu hudng Snh hudng den
siJc khde cua tdi

20

CTCV2

Cdng viec cua tdi khien tdi cang t h i n g vao
cudi ngay lam viec

21

CTCV3

Cong viSc khien toi mat ngii

Nhanto

Cronbach's Alpha

KMO

1

SUmo hd

0,877

0.835

2

Su xung dot

0.8S7

0.736

3

SUquat^i

0.890

0.800

4

Sir bat on dmh

0.805

0.758

5

Moi trudng lam viec

0.862

0 769

6

SUcang t h i n g cdng viec

0.821

0.715

Vdi ket q u i kiem dinh cac nhan td eho thay, cae
nhan to deu ed h^ sd Cronbach's Alpha Idn hon 0.6 va he
so KMO Idn hon 0.7. NhU vay, eae nhan td deu dat yeu eau
thdng ke, t d d d eho phep t i e gia tien hanh phan tieh cac
budc tiep theo.
Bang 4.2. Ket qui kiem dinh md hinh hoi quy
Model

1 '

R
,713''

R Square 1 ^ ^ J " " * ' ' " ! ^'*'- ^"°' '>***^^ Durbln-Watson
1 Square
|
Estimate
,508

,494

,71122981

1,371

Bing 4.3. Ket qui phan tich ANOVA
ANOVA'
J Sum of Squares

df , Mean Square
5 18,691
179 ,506
,84 (

F
36,949

,000"

a. Dependent Variable: CTCV
b Predictors: (Constant), MTLV. SQX SXD, SBC, SMH
Ket qua phan tieh hdi quy va phan tieh ANOVA cho
thay, md hinh nghien cUu la ed y nghia, vdi he sd tUOng
quan R ^ 0.713 va R binh phUong dieu chinh la 0.508
(nhd hon R), vdi mde y nghTa Sig. ^ 0.000 va he sd DurbinWatson = 1.371 n i m trong gidi han cho phep. Ket q u i do
cho thay, cle nhan td sU mo ho trong edng viec, sU xung
dot, su qua tai. sU bat dn dmh va mdi trUdng lam viec gili
thich 50.8% s u l n h hudng den sUcang thang trong edng
viee eua lanh dao, nhan vien tai cac van phdng cua cle
doanh nghiep giao nhan, van tai tai Ha Ndi.
Theo ket q u i phan tieh tai Bdng 4.4 eho thay, trong
cac nhan td nghien edu deu ed tie ddng eiing chieu vdi
bien phu thudc la sucing thang edng viec eiia n h i n vien,
tdc la cac g i l thuyet nghien cdu deu ed y nghTa. Trong
5 yeu td nghien cdu, yeu td sU bat dn dmh trong cdng
viec eiia lanh dao, nhan vien tai cae van phdng ciia doanh

171


KHOA HOC-CONG NGHE.
nghiep giao nhan, van tai tai Ha Ndi cd su t i e ddng Idn
nhat den su cang thang trong edng viee, tiep dd la eae
nhan td su qua tai eua cdng viee, sU mo hd trong cdng
viec. Yeu to cd tae dpng nhd nhat la mdi trUdng lam viee
cua nhan vien tai cac edng ty nghien cdu.
Bing 4.4. Phan tich hoi quy tuyen tinh boi

Unstandardized

Standardized

CoeHiclents

Coefficients

B

•

Std.

5,473E-016

,052

SMH

,236

,065

,236

SXD

,194

,059

SQT

,246

,059

SBO

,255

MTLV

,134

5. K^T

'

1 ,000

(Conitant)

1,548

3.622

1,548

,194

3,277

1,281

,246

4,170

1,263

,059

,255

4,332

1,256

M72S6

,058

,134

2,329

1,203

. 1,203

1,281
1,263
I

LUAN

Ket qua nghien cdu cho thay, sU cang thang trong
cdng viee eiia nhan vien, lanh dao tai khdi van phdng
tren dja ban Ha Ndi ciia cae doanh nghiep giao nhan,
van tai la do 4 nhdm nhan td, trong dd nhan td sU bat
dn dinh trong cdng viec cd anh hudng idn nhat, tiep den
la nhan td su qua tai trong cdng viee, nhan td sU mo hd
trong cdng viec d v| tri anh hudng Idn thd 3, euoi cung
la nhan to lien quan den sU xung dot va mdi trUdng lam
viec. Ket qua nghien cdu nay ung hd cle nghien cdu
trudc nhUYongkang va edng sU (2014) hay nghien cdu
cua Vannishree (2014) vdi ket luan la xung ddt vai trd la
yeu td la gia tang cang thang trong cdng viee va ed mdi
quan he tieu cue manh me vdi ket qua edng viec.
Ket qua nghien cdu cung ehi ra rang, de g i l m bdt
sU eang thing trong edng viec cua nhan vien khdi van
phdng tai Ha Ndi ciia cae doanh nghiep giao nhan, van
tai, lanh dao doanh nghiep can dac biet ehu trpng gilm
cac yeu td lien quan den su bat on dinh trong edng viec
ciia nhan vien thdng qua tang cUdng cac bien phap nham
tang sU gan bd, trung thanh vdi edng ty eiia nhan vien
nhu che dp dai ngd, eo hdi thang tien va de bat Ddng
thdi, cac doanh nghiep cung phai g i l m cang thang qua

viec g i l m sUqua tai trong edng viee thdng qua viee phan
edng edng viee rd rang va khdng vUOt qua k h i nang lam
viec ciia mdi nhan vien. lanh dao bd phan. Ngoai ra, eae
doanh nghiep eung nen han che tdi da xung dot ve vai
trd trong cdng viee eiia mpi nhan vien va bp phan thdng
qua quy trinh ndi bd nham td chdc phin edng va hiep tie
lao dpng eu the.
Tai lieu tham khao
[1]. Allen, Caroline, etal. [20) M ABC for people with
HIV: responses to sexual behaviour recommendations
among people receiving antiretroviral therapy in Jinja,
Uganda, Culture, Heaith & Sexuality 13.05; 529-543.
[2]. Bashir, U., & Ismail Ramay, M. (2010}, Impact of
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Ngay nhan bai: 26/3/2019
Ngdy chap nhan dang: 10/4/2019
Ngudi phSn bign: TS. Nguyin Thi VSn Ha
TS. Nguyen Cao V