首页 > 资料专栏 > 经营 > 管理专题 > MBA资料 > MBA范文邮储银行呼兰支行员工满意度提升对策研究(67页).rar

MBA范文邮储银行呼兰支行员工满意度提升对策研究(67页).rar

资料大小:633KB(压缩后)
文档格式:DOC
资料语言:中文版/英文版/日文版
解压密码:m448
更新时间:2018/10/5(发布于北京)

类型:金牌资料
积分:--
推荐:升级会员

   点此下载 ==>> 点击下载文档


文本描述
摘 要
邮储银行呼兰支行员工满意度提升对策研究
员工满意度受到了越来越多企业的重视,研究员工满意度可以提高员工为
客户服务的质量,提高顾客满意度,进而提高顾客的忠诚度,提高企业的获利
能力,因此企业除了考虑与外部顾客建立稳固的关系外,还应该与员工培养良
好的合作关系。由于银行为顾客提供的产品都是金融产品以及金融衍生产品,
产品本身容易被模仿,因此银行只能通过其提供的优质服务来提高自身的竞争
力。国内外的研究结果都表明提升员工满意度在很大程度上可以提高员工的服
务质量,因此研究员工满意度对于银行企业来说非常有意义。中国邮政储蓄银
行成立于 2007 年,它是在原有邮政系统之上独立出来的国有银行,虽然成立之
后一直按照商业银行的模式运行,但仍无法完全抛开原有邮政系统的弊端如员
工的整体素质相对较低,员工的培训、职业生涯规划以及薪酬体系尚不规范等
等,因此员工的服务质量在众多商业银行中属于中等偏下水平。呼兰支行是中
国邮政储蓄银行的一个县市级支行,除了上述问题,本身还存在着管理不到位,
服务意识不强等细节问题,这些问题看似是管理问题,但追本溯源都是人的问
题。对于员工本身的需求,无论是生存需求,还是社会需求都没有得到充分的
重视。因此本文旨在通过对邮储银行员工满意度的调查研究,找出影响员工满
意度的影响因素,提出员工满意度提升对策。

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