本文首先梳理了员工满意度的相关理论,包括员工满意度的内涵、特征、
影响因素,员工满意度的研究发展历程、员工满意度与客户满意度相关理论研
究、员工满意度与服务利润链的相关理论研究以及对银行业员工满意度的研究
情况等等,其次介绍了中国邮政储蓄银行黑龙江省哈尔滨市呼兰支行(以下简
称邮储银行呼兰支行)的现状描述,包括银行的概况、人力资源情况、现有业
务以及未来发展规划,简要描述了邮储银行呼兰支行员工满意度的现状。再次
通过设计调查问卷,从银行总体、工作岗位、薪酬绩效、发展机会、工作认可、
领导与管理、同事关系等七个方面对邮储银行呼兰支行开展了员工满意度的调
查。通过对调查问卷结果的整理,深入剖析了不同性别、不同年龄、不同学历
以及不同工作岗位的员工对这六方面的满意度情况,归纳总结了呼兰支行员工
满意度方面存在着三大问题,即:员工成长与发展机会少、员工压力大和员工
收入低,最后根据邮储银行呼兰支行的实际情况提出了重视员工培训与开发、
建立完善的员工流动机制、培养良好的企业文化和构建合理的薪酬体系等四大
方面举措来提升员工满意度。本文理论与实践相结合,在提升邮储银行呼兰支
行员工满意度上提出了独到的见解,对邮储银行面向全功能服务性银行发展具
有一定指导作用。
关键词:
员工满意度, 影响因素, 邮储银行, 提升对策
Abstract
Research on Countermeasure to Elevate Employee Satisfaction of
Postal Savings Bank Hulan District Branch
More and more enterprises pay attention to employee satisfaction, study
employee satisfaction can enhance the quality of employees for customer service,
improve customer satisfaction, and enhance customer loyalty and improve the
profitability of enterprises, so enterprises in addition to consider external building a
stable relationship with the outside customer, also should develop a good
relationship with employees. Because its products are financial products and
financial derivatives, the products are easily to be imitated, so banks only reflect the
bank's competitive advantage by providing differentiated services. That
differentiated services means the service quality which is provided to the staff by the
employees. These studies at home and abroad have shown that improving employee
satisfaction can improve their service quality to a large extent, so research on the
employee satisfaction is very meaningful for the bank enterprise. China postal
savings bank was established in 2007, it is independent on the original postal system.
It has been set up in accordance with the mode of commercial bank’s operation, but
it still can’t completely set aside the original postal system problems such as that the
overall quality of staff is relatively low, staff training, occupation career planning
and compensation system is not standardized and so on, and so the quality of the
staff in many commercial banks belongs to the lower level. Postal Savings Bank of
China Hulan branch is a county or city level branch of the postal savings bank of
China,it has other disadvantage such as the management is not good, service
consciousness is not strong and other details problems, these problems seem to be a
IV
management issue, but the source is the problem of human. For the employees of
their own needs, both survival needs and a society demand have not received
adequate attention. Therefore, the aim of this paper is to find out the factors
influencing employee satisfaction through researching on employee satisfaction in
the postal savings bank, put forward improving countermeasures.
In this paper, the postal savings bank of China Heilongjiang province Harbin
city Hulan branch (hereinafter referred to as the postal savings bank of Hulan branch)
and the background of the current situation of employee satisfaction. In view of the
employee satisfaction, this article reviewed the factors definition, characteristics,
effects of employee satisfaction, employee satisfaction and customer satisfaction
research development, employee satisfaction, employee satisfaction and the related
theory of service profit chain theory study and banking research on employee
satisfaction. Then introduced the postal savings bank of China Heilongjiang
province Harbin city Hulan branch (hereinafter referred to as the postal savings bank
of China Hulan branch) description of the status quo, including bank survey, human
resources, the existing business, the future development trend and the postal savings
bank of Hulan branch staff satisfaction present situation. Through the design of
questionnaire, carry out employee satisfaction survey from bank, the job, salary
performance, development opportunities, work recognition, management and
leadership, colleague’s relations in six aspects. We in-depth analysis on employee
satisfaction of different gender, different age, different education, different job and
so on through the results of questionnaires. A summary of existing less employee
growth and development opportunities, heavy business staff pressure and low pay
three aspects of Hulan branch of employee satisfaction. Finally according to the
actual situation of the postal savings bank of Hulan branch, we propose by paying
attention to employee training and development, the occupation career planning
management, enterprise culture improving and the salary system to improveemployee
satisfaction. This paper combine theory and practice, for the promotion of
the postal savings bank of Hulan branch staff satisfaction put forward the original
opinion, the postal savings bank to better development also has a certain guiding
role.
Keywords:
Employee satisfaction, Influence factors, The postal savings bank, Promotion
countermeasure