What factors in life affect the satisfaction of the work of medical staff at tam duc heart hospital

RESEARCH PROJECT
(BMBR5103)

WHAT FACTORS IN LIFE AFFECT
THE SATISFACTION OF THE WORK OF
MEDICAL STAFF AT TAM DUC HEART HOSPITAL?

STUDENT’S FULL NAME

: CAO PHAM PHUONG LINH

STUDENT ID

: CGS00064960

INTAKE

: MARCH, 2016

ADVISOR’S NAME & TITLE : ASSOC. PROF. DR. BUI PHI HUNG

August, 2017


Advisor’s assessment

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Advisor’s signature


Table of Contents
Executive Summary ....................................................................................................1
Glossary of Terms .......................................................................................................2
Chapter 1 – Introduction .............................................................................................3
1.1 Research Aims ..................................................................................................3
1.2 Research Question .............................................................................................3
1.3 Context and relevance .......................................................................................3
1.4 Scope of research ..............................................................................................3
Chapter 2 - Literature Review .....................................................................................4
2.1. Satisfaction with the job ...................................................................................4

2.2. Historical background to the development of QoWL scale .............................5
2.3. Factors that affect job satisfaction ...................................................................6
2.4. Maslow- hierarchy of needs theory ..................................................................7
2.5. QoWL model ....................................................................................................9
2.6. World studies on quality of life ......................................................................11
Chapter 3 – Research Methodology ..........................................................................13
3.1. Research subjects ...........................................................................................13
3.2. Inductive Approach ........................................................................................13
3.3. Research design ..............................................................................................14
3.4. Data collection ...............................................................................................16
3.5. Data Analysis .................................................................................................16
3.6. Ethics in research ...........................................................................................17
3.7. Limitations .....................................................................................................17
Chapter 4 – Findings and discussion .........................................................................18
4.1. Qualitative research ........................................................................................18
4.2. General information of the sample .................................................................20
4.3. Measuring the impact of quality of workplace life on the workplace of health
workers ..................................................................................................................26


4.4. The relationship between demographic factors and QoWL ..........................27
4.5. Evaluate the factors that affect QoWL by regression ....................................35
4.6. Confirmation test ............................................................................................39
Chapter 5: Conclusions and recommendations .........................................................44
5.1. Conclusions ....................................................................................................44
5.2. Suggested solutions to improve working conditions and the quality of work
of staff at the hospital ............................................................................................45
APPENDIX 1 ........................................................................................................51
APPENDIX 2 ........................................................................................................54
APPENDIX 3 ........................................................................................................58

List of tables, figures
Figure 1. Factor affect job satisfaction
Figure 2. Maslow model
Figures 3. The process of finding references
Figures 4. Analysis the studies in the world
Figure 5. Evaluate the studies in the world
Figure 6. Statistics of the number of health staff at Tam Duc Heart Hospital
Figure 7. Summary of the research step
Table 1. Cronbach's alpha

coefficient

Table 2. ICC coefficient and 95% reliability
Table 3. Statistic on the age of the sample
Table 4. Results measure the quality of workplace life to the workplace of health
care workers
Table 5. Relationship between income level and seniority with QoWL
Table 6. Survey on the relationship between sex and QoWL
Table 7. Survey on the relationship between sex and religion with QoWL
Table 8. Survey on the relationship between marital status and QoWL
Table 9. Survey on the relationship between professional and QoWL
Table 10. Relationship between the department and QoWL


Table 11. Relationship between training level and QoWL
Table 12. Relationship between the averaged of working hours per week with
QoWL
Table 13. Comparing the average response of staff groups to variables that depend
on QOWL.

Table 14. Summarize the model
Table 15. Coefficients
Table 16. Satisfaction factor with demographic factors
Table 17. Difficult element with demographic factors
Table 18. Relationship between HL, KK, DGC and QOWL groups
Table 19. Statistics the results of QoWL studies in the world
Table 20. EFA swivel factor and swivel component matrix
Table 21. KMO and Bartlett's


Executive Summary
This paper was written to answer the research question “What factors in life affect
the satisfaction of the work of medical staff at Tam Duc Heart Hospital?” In
addition, three core research aims were implemented. Firstly, this paper aims to
evaluate research questionnaires. Secondly, this paper aims to evaluate employee
satisfaction in the workplace and to determine the factors that affected that
satisfaction. Thirdly, this research aims to come up with solutions to improve
productivity.
There are three basic steps to take before answering a research question. Step 1,
make a systematic review of QoWL studies in the world. Step 2, analyze the
researches that have been carried out in the world, select the method suitable for
Vietnam. Step 3, construct survey questionnaires in line with economic, cultural and
social situation in Vietnam. From the systematic review (step 1), the method chosen
for implementation is the cross-sectional and socio-graphic survey method. The
survey questionnaire was based on WHO 's 100 questionnaires about quality of
working life. The questionaires was distributed to 573 health staffs at Tam Duc
Heart Hospital, Ho Chi Minh City. SPSS 20 software is used to process data and
present results in the form of tables, charts and diagrams.
The first result was a high reliability questionnaire with 99.9% (p-value <0.001,
ICC = 0.931), high convergence (KMO = 0.939, Bartlett test with p <0.001) and

questionnaire- there is no multi-collinearity (VIF <10). The second result is that
there are three factors that directly affect a QOWL: the monthly income level of the
family, whether the income is adequate for the monthly or not and the seniority.
Gender, religion, marital status, occupation, department, professional level and
number of working hours per week with P> 0.05 did not affect QoWL. The third
result, the hospital should consider implementing the following suggestions:
- Motivate staff to work and create long-term attachment of staff to the hospital
- Appreciate those who have long working years

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- The size of hospital beds and staff should be increased to meet the need to reduce
the hospital's load.
- To enhance the quality of life, employees should be able to increase their income
through the support of many services.

Glossary of Terms
Abbreviation

Full text

ICC

Inter Class Correlation

EFA

Exploratory Factor Analysis

KMO

Kaiser - Mayer - Olkin

QoWL

Quality of working life

VIF

Variance inflation factor

HL

Satisfaction

KK

Difficulties

DGC

General assessment

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Chapter 1 – Introduction
1.1 Research Aims
The first research aims evaluate the research questionnaires. The second research

aims evaluate employee satisfaction in the workplace and to determine the factors
that affected that satisfaction. The third aims propose solutions to improve
productivity.
1.2 Research Question
“What factors in life affect the satisfaction of the work of medical staff at Tam Duc
Heart Hospital?”
Analysis of research questions, we have:
Factor 1: "Factors in life"
Factor 2: "the satisfaction of the work"
This article explores the influence of demographic factors on the job satisfaction of
health workers at Tam Duc Heart Hospital.
1.3 Context and relevance
Human resources are the foundation for all the achievements of today's
health. However, the world is facing a severe shortage of human resources [37],
especially in the Asia-Pacific region. Vietnam is also a country facing this situation
[36]. Fortunately, studies around the world have shown that satisfaction with the
work of health care workers will compensate for the lack of quality, increased
productivity and improved quality of health services at health facilities [17, 21].
Therefore, indicators of how people are satisfied are rapidly becoming important.
This is also an increasingly useful indicator for leaders and governments in
managing the health sector...
1.4 Scope of research
First, this thesis will give a preliminary assessment of the questionnaires. The two
main tools used for evaluation were the reliability coefficient (Cronbach’s alpha)
and the exploratory factor analysis (EFA). The questionnaires will then be collected
from health staffs to assess job satisfaction through three factors: job satisfaction,
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job difficulties and general assessment of the hospital. In addition, demographic

information was added to the survey. Finally, the thesis also determines which
demographic factors (age, sex, religion, marital status, monthly income, level of
expenditure, professional qualifications ...) affect job satisfaction. From that result,
the thesis also makes recommendations to improve the level of satisfaction in the
work of health staffs.
On the other hand, the thesis also has many limitations. First, the survey question
does not include the full aspects of job satisfaction. Second, the influencing factors
are also limited. Essays only consider demographic factors (Age, sex, religion,
marital status, monthly income, level of expenditure, professional qualifications,
seniority, working time ...). Third, because the survey was conducted in a hospital
and for a short period of time, the results could be influenced by the psychology of
the investigator.

Chapter 2 - Literature Review
2.1. Satisfaction with the job
Satisfaction with the job is the feeling or emotional response a person experiences
when performing a job. Satisfaction with the work of health care workers is a multidimensional concept, as a result of a comprehensive assessment of their work context.
Vroom (1964) points out, "Job satisfaction is a state in which workers are clearly
oriented towards work in the organization, really enjoying the job." Luddy (2005)
emphasizes the factors that affect job satisfaction, including job placement,
supervisory level, relationship with co-workers, job content, treatment and the
bonus includes: promotion, material conditions of the working environment,
structure of the organization.
Herzberg et al. (1959) suggested that two groups of factors related to job
satisfaction were motivational factors and retention factors. Motivational factors
include achievement, recognition, challenging work, progress, maturity in work.
Maintaining factors include company policy and corporate governance, superior
supervision, salaries, interpersonal relationships, working conditions, personal life,
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assurance for work. Only motivational factors can bring satisfaction to the
employee and failing to do well on the retention factor will cause dissatisfaction
among employees.
Hackman & Oldham's (1974) job characteristics model has five core characteristics:
skill diversity, job insight, meaningful work, work autonomy, and feedback. This
core effect on three psychological states: understanding the meaning of work,
responsibility for work results, and perception of work results, from this
psychological state will produce public results job.
The Job Descriptive Index (JDI) of Smith et al. (1969), using five factors: job
characteristics, superiors, wages, training opportunities - advancement and
colleagues. The value and reliability of JDI is highly appreciated in both practice
and theory (Price Mayer and Schoorman 1992-1997).
Spector's Job Satisfaction Survey (JSS) (1997) and Weiss et al. (Minnesota
Satisfaction Questionaire (MSQ) (1967) are the three tools of job satisfaction
measurement, in which JDI and MSQ are two widely used tools in practice and
theory (Green, 2000).
In Vietnam, Tran Kim Dung (2005) conducted a study of job satisfaction
measurement using the JDI scale and Maslow's demand theory (1943). The results
were two fold: Working conditions.
In general, there are many different definitions of job satisfaction and the possible
causes of job satisfaction. It can be said that job satisfaction is the evaluation of the
worker on matters related to the performance of their work.
2.2. Historical background to the development of QoWL scale
The term "quality of working life" was first used by Irving Bluestone in the 1960s
when he was interested in designing programs to increase labor productivity. One of
the first applications of the term "quality of workplace life" appeared in Mayo's
studies on the impact of the environment on employee performance [24]. Many
studies related to the concept. This concept led to a workshop in 1972, and then the

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"International Council for the Quality of Working Life" was formed in an effort to
link the individual studies on the subject.
In 1998, the UK Ministry of Health said that had to carry out an annual staff survey,
thereby improving the quality of workplace life. In 1999, a job satisfaction
questionnaire was forwarded to approximately 1800 National Health Service (NHS)
staff, known as the Public Health Services of England, Scotland and Wales. They
look forward to developing a questionnaire that brings together the broader issues
identified in the document to gain a fuller understanding of the quality of life of
their employees.
This process allows researchers to conduct a serious investigation in theory. Results
from the survey questions help to solve job satisfaction, manage effectively,
improve work productivity, and maintain health.
It has been noted that previous hypotheses and scales of job satisfaction are
frequently defined as inconsistent and even contradictory. More careful
consideration shows that job satisfaction is often influenced by personal health and
the elements of daily life, rather than just the nature of the job.
2.3. Factors that affect job satisfaction
The definition of job satisfaction is constantly changing over time and is influenced
by the theoretical view of the researchers. As a result, different models of research
have been proposed, each modeled from a combination of different factors. While
some authors emphasize the workplace aspect, others have found a link between
personality factors, mental satisfaction, and general perceptions of happiness and
satisfaction of life. Efforts to define job satisfaction include a theoretical approach,
a list of determinants and correlated analyzes, with differing opinions on whether
the definitions and such explanations can cover both, or should be specific to each
job context.

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Figure 1: Factor affect job satisfaction
2.4. Maslow- hierarchy of needs theory

Maslow's (1943) needs involve strengthening the model, including important
aspects of health and safety, economics, family, society, self-esteem, performance,
ants awkwardness and aesthetics, but the relevance of off-the-job aspects is no
longer important, as they are focused on the quality of workplace life, rather than a
broader concept of quality of life [23].
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According to Maslow (1954) human beings have several main needs, from basic to
advance. Maslow's Hierarchy of Needs is one of the most famous motivational
theories, with five basic needs, and it has been the center of attention of
management researchers (Katz, 2004).

Figure 2: Maslow model
THE SELF ACTUALISATION: Maslow defined self-actualization as "the
complete use and utilization of talents, capacities, potentialities. Self-actualization is
not a static state. It is an ongoing procedure in which one's capacities are fully,
imaginatively, and cheerfully utilized. Self-actualizing people perceive life without
a doubt and they are less emotional and more objective.
ESTEEM OR EGO NEEDS: According to Maslow, esteem needs were made of
two types of desire.
1: Desire for strength, adequacy achievement, competence and confidence in the
face of organisation.
2: Desire for reputation, glory dominance, recognition, appreciation and dignity

Furthermore, people need to be respected, to have self-esteem, self- respect and
respect. Self-Esteem expresses the normal human desire to be acknowledged and
valued by others. This has to with one's internal needs for self-respect, autonomy
and external needs for status and recognition.
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SOCIAL NEEDS: Are the third level of human needs from the (Fig 1) above. This
has to do with one's needs for affection and a sense of belonging and acceptance.
Human being need to feel a sense of belonging and acceptance. They need to love and
be loved. According to (Maslow, 1954) include the giving and receiving of affection.
SAFETY NEEDS: As soon as people's physical needs have satisfied, they will
chase higher level needs, such as safety needs. Safety needs are determined by the
need for security and protection from physical and emotion harm. Safety needs
include: personal security, financial security, health and well-being, and a safety net
or insurance for accidents/illness and the adverse impacts.
PHYSIOLOGICAL NEEDS: Are the lowest level of needs, from the (Fig 1)
above which are the most basic needs for people. Physiological needs are also
measured the needs for human survival. If these needs are not met, people cannot
continue to function. Physiological needs include: breathing, homeostasis, water,
sleep, food, excretion, and sex.
According to (Sarah & Steve 2002, p175) the theory engrossed criticism regarding
its principle that individuals work on satisfying needs at a higher level only once all
lower- level needs have been met. Also major problem facing the theory is how to
measure needs, both in terms of how powerfully they are felt and of how someone
knows they have been met. Furthermore, the theory is not easy to apply directly to
work because need are not met through one source.
2.5. QoWL model
In some cases, selected aspects will be combined to produce a clear QoWL measure
of choice. For example, the Working Together document [35] suggests that testing

whether the NHS UK is successful in improving the quality of workplace life will
depend on whether the organizations have provides the following elements: equity
in reward assessment, job satisfaction through empowerment and decision-making,
equal opportunity, skills development, positive and subtle management and wellbeing on workplace safety and work environment.

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The broader literature provides evidence, opinions and the relationship between the
various aspects identified as contributing to job satisfaction and overall job
satisfaction. For example, Arts et al. (2001) examined the empirical traits of three
models of quality of work life [4]. Bearfield (2003) uses 16 questions to test job
satisfaction, and distinguishes between the causes of discontent of professionals and
of office workers, sales, service level intermediate, different target groups will have
different concerns to address [5].
Personal experience of satisfaction or dissatisfaction is rooted primarily in their
perception, rather than simply reflecting their "real world". Furthermore, the
perception of an individual may be influenced by relative comparisons - I am paid
as much as that person - and a comparison of ideas, aspirations, and spontaneous
expectations [19].
The main theoretical models underlying the development of QoWL concepts have
been summarized by Martel and Dupuis (2006): Transfer Model (or Spillover
Effect), Compensation Model, Segment Model , and the Model of Compromise
[22].
The segmentation model (George & Brief, 1990) suggests that work and family life
do not significantly affect one another, while the compromise model (Lambert,
1990) anticipates a positive change in investment from work to home and vice versa
to balance demand in each area [17]. However, Loscocco & Roschelle (1991)
emphasized the lack of both supporting evidence and widespread acceptance of
these models, as researchers continued to disagree about the best way to Essential

QoWL [21].
The story of the development of QoWL concepts has just begun, including more
rigorous empirical research methods that focus on identifying key factors and
explaining the relationships between them. Hypotheses need to be tested if it is
improved, and further, the central role of statistical analysis of results to support
understanding of QoWL is probably outdated.

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2.6. World studies on quality of life

Figures 3. The process of finding references
Results of studies in the world (Appendix 1)

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Figures 4. Analysis the studies in the world
Discuss, evaluate the results of the study
Recently, the quality of work life is becoming a common concept. In the field of
health care, the number of QOL articles is increasing. It demonstrates the
organization's critical attention to this important issue for improving productivity
and productivity. QOL research is conducted in many countries with different
subjects. Each study uses a separate methodology, a tool for investigating and
evaluating related factors to obtain highly reliable results.

Figure 5: Evaluate the studies in the world
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Chapter 3 – Research Methodology
In this chapter, we will outline the methodology used to answer the research
question "What factors in life affect the satisfaction of the medical staff at Tam Duc
Heart Hospital?" First, period of time, location and object of the research and
sample size are identified. Second, research methods and data processing methods
are presented. In the end, ethics in research is mentioned to ensure the
confidentiality of information.
3.1. Research subjects
Job satisfaction and factors affecting the quality of work of health staffs working at
Tam Duc Heart Hospital in Ho Chi Minh City, including 573 health staffs.

Figure 6: Statistics of the number of health staff at Tam Duc Heart Hospital

3.2. Inductive Approach
The research approach that has been adopted is a bottom-up reasoning inductive
approach. This method is the most appropriate in terms of the research topic.
According to Walliman (2011) induction is ‘the empiricist’s approach where
reasoning starts from specific observations or experiences in which a conclusion is
developed’. This research is aiming to obtain a representative and broad perspective
of the current issue at hand.
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3.3. Research design
The research design that has been used is a questionnaire which is defined as a
document that provides ‘a quantitative or numeric description of trends, attitudes, or
opinions of a population’ (Creswell, 2003, p.153) that is being studied. The data
collection method known as a questionnaire design is feasible for this research as
this is the most efficient method of gaining access to the data, opinions and

perceptions. Additionally, the main advantages of this method include; being easy
to use as well as easy to distribute to the participants, therefore, less time
consuming. Also, this method allows me to get rapid responses as there is a limited
amount of time being a cross sectional study whereby the data is collected at one
point in time. This method is also fair in the sense that all respondents will have the
same questions to answer. Moreover, another benefit of a questionnaire is the ability
to ask sensitive questions and receive responses.
The participants can also work on the questionnaire at their own pace and this
method does not limit the research to a specific area worldwide. Finally, this
method is cheap to undertake as well as time efficient.
3.3.1 Develop questionnaire survey
The survey is based on a table of 100 WHO questions
H1. Evaluate the relationship between the factors: sex, age; work, faculty,
professional qualifications, working hours of work satisfaction.
H2. Evaluate the relationship between the factors: sex, age; work, faculty,
professional, working years, average hours worked with stress and work pressure.
H3. Assess the relationship between overall quality of workplace life and the
satisfaction of hospital staff.
H4. Evaluate the relationship between overall quality of workplace life and the level
of stress and work pressure of hospital staff.
- The results of the study will be calculated according to the percentage of the
sample and tabulated according to each research criteria, from which to draw
comments and discussions.
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3.3.2 Research content
This paper presents the results of a cross-sectional descriptive study.

Figure 7: Summary of the research step

3.3.3. Research method
- Research Methods:
+ Cross-sectional description and sociological survey.
+ Distribute the questionnaire in consultation with all medical staff at Tam Duc
Heart Hospital.
+ Proposed some measures to improve job satisfaction, thereby improving
productivity and labor efficiency.
- Sample size
The number of official staff of the hospital is 573. However, during the survey,
some employees were absent from duty or vacation for various reasons, especially
doctors and nurses. The number of questionnaires issued and collected was 473. In
the process of re-selecting the questionnaire, the questionnaires did not meet the
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requirements, leaving the question blank and more than one answer for each
question was rejected. Thus, 426 valid votes were included in the study.
3.4. Data collection
The questionnaire was randomly distributed to 573 health staffs in Tam Duc Heart
hospital, Ho Chi Minh City. Collecting the data took place between May and June
2017. The questionnaires were distributed randomly face-to-face or distributed to
departments.
Subjects to vote: 573 medical staff in the hospital
 Doctors, physicians who directly treat in clinical departments to absorb and
analyze the opinions of the research object.
 Pharmacy staff, nurses and technicians.
3.5. Data Analysis
 Cronbach’s Alpha (CR ) Cronbach’s alpha is a measure used to assess the
reliability, or internal consistency, of a set of scale or test items. In other
words, the reliability of any given measurement refers to the extent to which it

is a consistent measure of a concept, and Cronbach’s alpha is one way of
measuring the strength of that consistency.
 Exploratory factor analysis, EF is a statistical technique that is used to reduce
data to a smaller set of summary variables and to explore the underlining
theoretical structure of the phenomena. It is used to identify the structure of
the relationship between the variable and the respondent.
 Correlational regression analysis
Correlation analysis
First, the relationship between the factors affecting job satisfaction and the
employee satisfaction factor was examined through Pearson correlation analysis.
Regression analysis
After extracting the elements from the EFA analysis, look for the hypothetical
violations needed in the linear regression model such as the Variance inflation
factor (VIF) test. If the assumptions are not violated, the linear regression model is
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constructed, the adjusted R'2 coefficient shows how well the regression model is
constructed.
 The measurement method: used is a Likert scale ranging from 1 to 5.
In addition, the use of squares, T-test and analysis of variance (ANOVA)…
Use SPSS 20 software: It was decided that SPSS would be appropriate when
presenting and analysing the data specifically for charts, graphs and averages. The
data was coded with numbers before being placed into a data matrix as according to
Pallant (2010) every collected response must be given a numerical code before
being logged into SPPS software. In addition, the main advantage of coding is that
it can make the analysis easier (Wilson, 2010).
3.6. Ethics in research
The method that has been used is oral consent from participants. By briefly
explaining what I am trying to achieve at the top of my questionnaire, respondents

who wish to participate in my survey will consent by ticking a box before
completing the questionnaire to say they understand the research being undertaken
as well as how their data will be used and disposed. The surveys have no names,
addresses or any other personal details regarding the respondents and responding to
the questionnaire is voluntary, and the data collected will be used for academic and
research purposes only. All data collected remained confidential and was only
available to the researcher and supervisor. All data was stored on a computer which
is secured with a password and a back up copy on a memory stick which was locked
in a safe at home, together with the paper copies of the questionnaire.
3.7. Limitations
Questionnaires tend to have some disadvantages that can prevent successful
collection of relevant data. Firstly, questionnaires are commonly known to have a
low response rate. Therefore, the questionnaires were administered by the
researcher to ensure individuals understand the research and respond as according to
Greetham (2009), the response rate from this method can be as high as 70%.
Secondly, questions that are simplistic tend to limit the depth of the responses.
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Additionally, people may lie as they may be embarrassed or uncertain about
disclosing personal information. Thirdly, this method is often in favour of literate
respondents. Finally, although the 573 participants is a suffice figure for this
research and the cohort as well as sampling effect is not present here it is still only a
small percentage of the health staffs, therefore; further research is imperative in this
area.

Chapter 4 – Findings and discussion
The questionnaires were preliminarily assessed through two main tools, the
Cronbach Alpha reliability coefficient and the EFA discovery factor method.
The Cronbach Alpha coefficient is used to eliminate questions that do not guarantee

reliability. Item-total correlation questions less than 0.3 will be rejected, and
questionnaires will be accepted when Cronbach Alpha's reliability coefficient of 0.5
or greater is satisfactory.
The EFA factor analysis was used to test the conceptual validity of questionnaires,
eliminating low factorial loading questions. Questions with a contribution
coefficient of less than 0.4 will be removed to ensure the validity of the scale.
4.1. Qualitative research
4.1.1. Reliability
Table 1 . Cronbach's alpha

coefficient

The study was conducted on sample size n = 426. Using Cronbach's alpha test to
evaluate the reliability of questionnaires used in the survey. As a result,

= 0.932.

So the question set is high reliability.
Cronbach alpha values of 0.70-0.79 are considered acceptable; From 0.80 to 0.89 is
good and from 0.90 up is very good. However, the Cronbach's alpha coefficient
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value depends on the number of subdivisions of the scale. When the number of
subsections in the scale is small (eg less than 10), the Cronbach's alpha may be quite
small. In this situation it is better to calculate and report the mean value of the interitem correlation. The satisfactory value of the relationship between the subsections
is from 0.2 to 0.4 (Pallant, 2001).
Table 2. ICC coefficient and 95% reliability

Since this is a new set of questions, we continue to evaluate the accuracy of

Cronbach's Alpha results. Generality:
- ICC tends to be high on two levels: Overall Satisfaction and Evaluation.
- ICC tends to be low at element level difficulty
The results are consistent with the results of Cronbach's Alpha. ICC = 0.931 and pvalue <0.001 showed very good results with 99.9% confidence. Thus, Cronbach's
Alpha results are perfectly consistent, confirming the high reliability of the
questionnaire used.
4.1.2. EFA value
Used when the researcher is not sure about the factor used to describe the relationship
between the characteristics, indices or sub-items of a scale (appendix 3, table 20)

Rotation converges in 9 iterations
Continuing to perform the EFA swivel factor analysis to evaluate the two key
values of the questionnaire was a convergence value and discriminant value.
The KMO (Kaiser-Meyer-Olkin) coefficient is an index used to determine the
suitability of factor analysis. Bartlett's Test of Sphericity is a statistical instrument
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used to test the hypothesis of unrelated questions in the whole. Analysis is only
usable when the value of P With KMO = 0.939 and Bartlett's score at P <0.001, the questionnaire achieved
high convergence with a 99.9% confidence level.
An important part of the factor analysis results table is the factor matrix when
rotated component matrix. Factor matrix contains coefficients representing
standardized questions by elements. The factor loading factors represent the
correlation between the questions and the factors. This factor indicates that the
elements and questions are closely related. Based on the results obtained, the factor
load factor is> 0.5, so grouping according to the elements of the questionnaire is
reasonable.
4.2. General information of the sample

4.2.1. Age
Table 3 . Statistics on the age of the sample

The results showed that the average age of respondents at the Tam Duc Heart
Hospital in Ho Chi Minh City was 38.89 ± 9.47 years, the youngest was 22 years
old, the oldest was 30.
4.2.2. Gender
426 staff of Tam Duc Heart Hospital in Ho Chi
Minh City, gender ratio is quite equal. The number
of male and female employees is 214 (50.2%) and
212 (49.8%), respectively. Men are more numerous
than female but not significantly

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