近年来，中国在国际市场中逐渐显现出大国地位，与国际市场的契合度更高，一体 化进程也在进一步加快。伴随着机遇的同时，各行业也面临着巨大的挑战。在我国金融 行业中，国有银行曾经占据着重要位置，经历了一系列股份制改革、商业银行涌现、外 资银行注入甚至互联网金融的冲击后，步步维艰。而国有商业银行目前面临最大的难题 就是员工满意度下降问题，这对一个企业来说是影响巨大的。因此如何全面的分析国有 银行员工满意度问题并提出具体对策，这对国有银行员工满意度的提升，甚至对于整个 银行业的持续健康发展都有着重要的现实意义。 中国银行 DQ 分行是老牌国有商业银行在 DQ 地区的分支机构，多年来为 300 万 DQ 百姓做好金融服务。但是最近几年，中国银行 DQ 分行的发展进程中却面临着极大 的挑战。这个挑战就是员工满意度持续下降。员工满意度的下降会导致多种问题出现， 员工工作积极性下降、凝聚力不足、企业核心竞争力缺失甚至出现员工离职的现象。本 论文以员工满意度相关理论为指导，采用文献研究法、问卷调查法、深度访谈法、归纳 法共四种调查方法，分析中国银行 DQ 分行在员工满意度方面存在的具体问题，主要包 括，薪资水平低、职业晋升难、行业地位落差大、行业发展受限、工作模式单一等。基 于以上存在的问题，有针对性的提出解决的对策，具体包括，改变薪资标准，为优秀员 工开启职业晋升通道，积极面对行业地位的转变，加快企业转型，调整工作模式等。希 望通过以上的具体对策能够提升中国银行 DQ 分行员工满意度，推动中国银行 DQ 分行 稳步向前发展。 关键词，国有商业银行；中国银行 DQ 分行；员工满意度东北石油大学 MBA 学位论文 V Research on measures to improve employee satisfaction in DQ branch of Bank of China ABSTRACT In recent years, China has gradually shown its status as a great power in the international market, with a higher degree of compatibility with the international market, and the process of integration is also accelerating further. Along with the opportunity, all industries are also facing great challenges. In the financial industry, China's state-owned banks once occupied a place in China's history, experienced a series of joint-stock reform, the emergence of commercial banks, foreign banks injected or even the impact of internet finance, can be described as riddled with difficulties. At present, state-owned commercial banks are faced with the biggest problem is the decrease of employee satisfaction, they can not retain talent for enterprises and this is an incalculable loss. Therefore, how to comprehensively analyze the problem of employee satisfaction and actively put forward countermeasures, which has an important practical significance for improving employee satisfaction of state-owned banks and even for the sustainable and healthy development of the whole banking industry. Bank of China DQ branch is a branch of the established state-owned commercial banks in the DQ region, which lasted 34 years and has done financial services for 3 million DQ people over the decades. However, in recent years, the development process of Bank of China DQ Branch has faced great challenges, especially the decrease of employee satisfaction. The decline of employee satisfaction will lead to a variety of problems: the decline of employees' enthusiasm for work, the lack of cohesion of employees, the lack of core competitiveness of enterprises, and even the phenomenon of employee turnover. Guided by the theory of employee satisfaction, this paper uses four investigation methods: Literature research method, questionnaire survey method, in-depth interview method and induction method to find out the root causes of staff turnover in DQ branch of Bank of China, including low salary, difficult career promotion, ocial status continues to decline, limited development of industry, single working mode and so on. At the same time, putting forward management countermeasures and suggestions: first change compensation and benefits standards, second, open career promotion channels for excellent employees, facing the change of industry status actively, accelerate enterprise transformation，adjust working mode and so on. Hope with the above countermeasures to improve the bank of China, DQ employee satisfaction, to promote the东北石油大学 MBA 学位论文 bank of China, DQ steadily forward. Key Words: State-owned commercial banks; Bank of China DQ Branch; Employee satisfaction目 录 VII 目 录 摘要......................................................................................................................................IV ABSTRACT .............................................................................................................................. V 第 1 章 绪 论..........................................................................................................................1 1.1 研究背景、目的及意义............................................................................................. 1 1.1.1 研究背景.......................................................................................................... 1 1.1.2 研究目的及意义.............................................................................................. 1 1.2 国内外研究现状......................................................................................................... 2 1.2.1 国外研究现状.................................................................................................. 2 1.2.2 国内研究现状.................................................................................................. 3 1.2.3 研究现状评述................................................................................................... 3 1.3 研究内容与方法......................................................................................................... 4 1.3.1 研究内容.......................................................................................................... 4 1.3.2 研究方法.......................................................................................................... 5 第 2 章 相关概念及理论基础..................................................................................................7 2.1 员工满意度相关概念................................................................................................. 7 2.1.1 员工满意度的定义.......................................................................................... 7 2.1.2 员工满意度的特征.......................................................................................... 7 2.1.3 员工满意度的影响因素.................................................................................. 8 2.2 员工满意度相关理论................................................................................................. 9 2.2.1 马斯洛需求层次理论...................................................................................... 9 2.2.2 赫兹伯格的双因素理论.................................................................................. 9 2.2.3 亚当斯的公平理论.......................................................................................... 9 2.2.4 弗鲁姆的期望理论........................................................................................ 10 2.3 本章小结................................................................................................................... 10 第 3 章 中国银行 DQ 分行简介及员工概况........................................................................ 11 3.1 中国银行 DQ 分行简介 ........................................................................................... 11 3.2 中国银行 DQ 分行员工岗位分类 ........................................................................... 11 3.3 中国银行 DQ 分行员工构成 ................................................................................... 12 3.3.1 性别结构........................................................................................................ 12 3.3.2 学历结构........................................................................................................ 12 3.3.3 年龄结构........................................................................................................ 13目 录 VIII 3.4 本章小结................................................................................................................... 14 第 4 章 中国银行 DQ 分行员工满意度现状调查和存在问题分析....................................15 4.1 员工满意度调查思路............................................................................................... 15 4.2 问卷调查................................................................................................................... 15 4.2.1 调查问卷的设计............................................................................................ 15 4.2.2 调查对象及问卷回收.................................................................................... 15 4.2.3 问卷调查统计分析........................................................................................ 16 4.2.4 问卷调查结果汇总........................................................................................ 20 4.3 访谈调查................................................................................................................... 21 4.3.1 访谈调查内容设计........................................................................................ 21 4.3.2 访谈调查整理分析........................................................................................ 21 4.3.3 访谈调查结果汇总........................................................................................ 24 4.4 中国银行 DQ 分行员工满意度问题分析 ............................................................... 25 4.4.1 薪资水平低.................................................................................................... 25 4.4.2 职业晋升难.................................................................................................... 26 4.4.3 行业地位落差大............................................................................................ 27 4.4.4 企业发展受限................................................................................................ 28 4.4.5 工作模式单一................................................................................................ 28 4.5 本章小结................................................................................................................... 29 第 5 章 中国银行 DQ 分行员工满意度提升对策................................................................ 30 5.1 改变薪资标准......................................................................................................... 30 5.1.1 扩大员工薪资级别........................................................................................ 30 5.1.2 深化绩效考核机制........................................................................................ 31 5.1.3 降低企业成本................................................................................................ 31 5.2 为优秀员工开启职业晋升通道............................................................................... 32 5.2.1 清晰职业规划................................................................................................. 32 5.2.2 开启上升通道................................................................................................ 32 5.3 积极面对行业地位的转变..................................................................................... 32 5.3.1 正确认识行业地位转变................................................................................ 32 5.3.2 提高服务客户的专业性................................................................................ 33 5.4 加快企业转型........................................................................................................... 33 5.4.1 转变传统银行业存贷模式............................................................................ 33 5.4.2 开展线上银行服务........................................................................................ 33 5.5 调整工作模式......................................................................................................... 34 5.5.1 解决国有银行弊病...................................................................................... 34目 录 IX 5.5.2 丰富员工业余生活........................................................................................ 34 5.6 本章小结................................................................................................................... 34 结 论......................................................................................................................................35