随着我国金融改革工作不断深入、日趋完善，人工智能及移动支付业务不断 崛起，包括外资银行在内的各种不同规模、不同性质的银行主体大量涌现，我国 商业银行的发展也面临着前所未有的挑战。面对竞争日趋激烈的金融市场，有效 提升自身服务水平，高质量地服务客户，赢得客户忠诚度，就显得尤为重要。实 践证明，银行员工满意度水平直接决定了其服务工作质量，其服务工作质量会直 接影响客户群体满意度。因此，提高银行员工满意度水平，进而改进其服务工作 质量，获得高质量客户，是银行增强综合实力的有效手段。 本文以工行兰州分行的柜面员工为研究对象，通过学习、分析国内外员工满 意度研究现状以及员工满意度相关概念、理论、测评方法，确定研究思路及框架； 充分结合初步访谈结果，科学合理地设计了工行兰州分行柜面员工满意度调查问 卷。调查问卷采用Likert5点式量表计分法，从工作岗位、工作关系、薪酬福利、 职业发展和工作环境等五个维度出发进行调查研究，各维度下设工作岗位本身， 与领导、同事、客户关系，工资薪金及福利待遇，岗位晋升、轮岗、培训频率及 效果，办公场所环境及单位内部文化氛围等11项具体指标。统计分析结果表明， 工行兰州分行柜面员工对该分行满意度得分极低，尤其是职业发展和工作关系两 项指标得分极低，工作岗位和薪酬福利得分次之，工作环境维度得分最高，满意 度水平尚可。在此基础上，本文对各个维度下设的11项测评指标逐项进行细致 分析，并重点聚焦员工满意度最低的10个问题，即工作岗位不能充分发挥个人 的知识和技能、不具备挑战性、工作中无法得到上级必要的指导、同事间无法传 输正能量、工资收入和工作付出不成正比、薪酬发放与绩效考核无关、带薪休假 制度不健全或执行不到位、内部晋升制度不合理不健全、晋升机会不公平、未提 供继续深造机会等。 针对工行兰州分行柜面员工满意度管理方面存在的薄弱环节，本文从工作岗 位、工作关系、薪酬福利、职业发展以及工作环境五个维度出发，研究制定了提 升工行兰州分行柜面员工满意度的对策建议，并着眼于通过这些改善措施提升工 行兰州分行柜面员工满意度水平，进而最大限度地发挥员工的价值创造力和主观 能动性，更好地为客户服务，培育客户忠诚度，提升分行经营业绩。 MBA学位论文作者：李婧工商银行兰州分行柜面员工满意度提升对策研究 II 关键词：工行兰州分行，柜面员工，员工满意度 MBA学位论文作者：李婧工商银行兰州分行柜面员工满意度提升对策研究 III RESEARCHONTHEIMPROVEMENTSTRATEGIESOF THECOUNTEREMPLOYEES’JOBSATISFACTIONIN LANZHOUBRANCHOFINDUSTRIALAND COMMERCIALBANKOFCHINA Abstract WiththedeepeningandimprovementofChina'sfinancialreform,theriseofartificial intelligenceandmobilepaymentbusiness,andtheemergenceofvariousdifferentscaleandnature ofthemainbank,includingforeignbanks,thedevelopmentofcommercialbanksinChinaisalso facingunprecedentedchallenges.Facingtheincreasinglycompetitivefinancialmarket,itis particularlyimportanttoeffectivelyimproveitsownservicelevel,servecustomerswithhigh qualityandwincustomerloyalty.Practicehasprovedthatthesatisfactionlevelofbankemployees directlydeterminesthequalityofitsservicework,anditsservicequalitywilldirectlyaffectthe satisfactionofcustomergroups.Therefore,itisaneffectivemeansforbankstoenhancetheir comprehensivestrengthtoimprovethelevelofemployeesatisfaction,andthentoimprovetheir servicequalityandobtainhigh-qualitycustomers. ThispapertakesthecounterstaffofICBClanzhoubranchastheresearchobject,through studying,analyzingthecurrentsituationofemployeesatisfactionresearchathomeandabroadand therelatedconcepts,theoriesandevaluationmethodsofemployeesatisfaction,determinesthe researchideasandframework,fullycombinesthepreliminaryinterviewresults,scientificallyand reasonablydesignsthequestionnaireofemployeesatisfactionofICBClanzhoubranchcabinet. ThequestionnaireusedtheLikert5-pointscalescoringmethodtoinvestigateandstudyfromthe fivedimensionsofjobposition,workrelationship,salarytreatment,careerdevelopmentandwork environment.StatisticalanalysisresultsshowthatICBClanzhoubranchcabinetstaffsatisfaction withthebranchscoreisextremelylow,especiallythetwoindicatorsofcareerdevelopmentand workrelationshipscoreisextremelylow,jobandsalarytreatmentscore,workenvironment dimensionscoreisthehighest,satisfactionlevelisgood.Onthisbasis,thispapermakesadetailed analysisofthe11evaluationindexesundereachdimension,andfocusesonthe10problemswith thelowestemployeesatisfaction,thatis,thepositioncannotgivefullplaytothepersonal MBA学位论文作者：李婧工商银行兰州分行柜面员工满意度提升对策研究 IV knowledgeandskills,thelackofchallenge,theinabilitytogetthenecessaryguidancefromthe superiorinthework,theinabilitytotransmitpositiveenergyamongcolleagues,theincomparison betweensalaryandworkpay,theunrelatedpayandperformanceappraisal,theunsoundor inadequateimplementationofthepaidleavesystem,theunreasonablepromotionsystem,the unfairpromotionopportunities,thefailuretoprovidefurtherstudyopportunities,etc. Basedonthefivedimensionsofjobposition,workingrelationship,salary,career developmentandworkingenvironment,thispaperstudiesandformulatesthecountermeasuresand suggestionstoimprovethestaffsatisfactionofICBClanzhoubranchcabinet,withaviewto improvingthestaffsatisfactionlevelofICBClanzhoubranchcabinetthroughtheseimprovement measures,andthenmaximizesthevaluecreativityandinitiativeofemployees,betterserves customers,fosterscustomerloyalty,andpromotesbranchmanagementperformance. Keywords:LanzhouBranchofICBC,thecounterstaff,employeesatisfaction MBA学位论文作者：李婧工商银行兰州分行柜面员工满意度提升对策研究 目录 中文摘要......................................................................................................I Abstract....................................................................................................Ⅲ 第一章绪论...............................................................................................1 1.1研究背景及意义...........................................................................................1 1.1.1研究背景..............................................................................................1 1.1.2研究意义..............................................................................................2 1.2研究内容与思路...........................................................................................3 1.2.1研究内容..............................................................................................3 1.2.2研究思路..............................................................................................3 1.3研究工具与方法...........................................................................................4 第二章理论基础.......................................................................................6 2.1员工满意度概念界定...................................................................................6 2.2员工满意度影响因素...................................................................................6 2.3员工满意度对服务质量的影响...................................................................6 2.4员工满意度测评方法...................................................................................7 第三章工行兰州分行人力资源现状.....................................................10 3.1工行兰州分行基本情况.............................................................................10 3.2工行兰州分行组织架构.............................................................................11 3.3工行兰州分行员工队伍情况.....................................................................12 3.4工行兰州分行柜面员工服务工作现状及现实诉求.................................14 3.4.1柜面员工服务工作现状....................................................................14 3.4.2柜面员工现实工作诉求....................................................................15 第四章工行兰州分行柜面员工满意度调查分析.................................17 4.1员工满意度测评方案设计.........................................................................17 MBA学位论文作者：李婧工商银行兰州分行柜面员工满意度提升对策研究 4.1.1访谈设计............................................................................................17 4.1.2调查问卷设计....................................................................................19 4.1.3调查问卷数据评价............................................................................23 4.1.4调查问卷校验....................................................