I 摘要 近年来，我国电子商务的发展给快递业带来了春天，快递行业的社会关注度日益飙 升，业内竞争日益激烈，而员工成为最重要的竞争核心。根据目前我国快递行业基层员 工的工作现状能够发现，当前国内快递基层工作存在工作时间长、强度大、罚款偏多、 收入不高、无保险保障、劳动合同缺失以及不受尊重等问题。而快递企业员工流动性大、 不稳定一直以来都是快递行业最为突出的问题。以往研究表明，企业工作人员的工作满 意度同工作人员流失率存在直接的相关关系，所以有必要对工作人员的满意度情况进行 分析，对其影响因素展开深入的探究和讨论，进而采取积极有效措施努力提高快递企业 员工工作满意度，使快递企业更好地留住人才，从而才能最大程度地提升其在市场中的 核心竞争力，有利于保持企业长期的竞争优势。 本文选择舟山市快递行业作为研究对象，通过访谈、问卷调查收集相关信息，了解 舟山市快递行业基层工作人员的工作满意度情况。通过收集汇总调查数据，分析员工满 意度的影响因素，总结其构成因素，基于此对快递行业基层工作人员的满意度情况以及 影响因素进行讨论，为舟山市快递行业基层工作人员工作满意度的提升提出改进和优化 建议。 论文先是介绍课题研究的目的与意义，且对研究方法、整体思路以及框架进行描述， 在此基础上对员工满意度以及快递行业的相关研究文献和资料进行整理和述评，为论文 研究奠定理论基础，同时学习员工激励以及满意度的理论，学习国内外关于员工满意度 的文献资料，以及对国内外员工满意度文献进行述评。进而根据前期的调研，分析舟山 市快递公司及从业人员的特征，分别对舟山市快递业整体格局、舟山市快递公司特征和 问题，以及舟山市快递公司员工特征等进行阐述。然后，在充分了解舟山市快递行业相 关情况的基础上，就快递业员工满意度展开调研，利用问卷调查收集得到的数据和信息 进行分析，总结影响快递业员工满意度的因素，阐述舟山市快递业员工工作满意度存在 的问题。最后，总结论文的研究内容，并为舟山市快递公司员工工作满意度提升提出建 议，对快递业在未来员工满意度工作的实践做出展望。 关键词：员工工作满意度；快递业；舟山市 Abstract II Abstract Inrecentyears,withtherapiddevelopmentofe-commerce,China'sexpressindustryhas alsousheredinaperiodofrapiddevelopment,socialattentionisalsosoaring,industry competitionisincreasinglyfierce,andemployeesbecomethemostimportantcompetitive core.Accordingtothecurrentworksituationofthebasiclevelstaffintheexpressindustryin China,itcanbefoundthatthecurrentdomesticexpressbasiclevelworkexposedproblems suchaslongworkinghours,highintensity,excessivefines,lowincome,noinsurance,lackof laborcontractsanddisrespect.Thelargeandunstableemployeemobilityofexpress enterpriseshasalwaysbeenthemostprominentproblemintheexpressindustry.Previous studieshaveshownthatthereisadirectcorrelationbetweenstaffsatisfactionandstaff turnoverrate.Therefore,itisnecessarytoanalyzethestaffsatisfaction,exploreanddiscuss theinfluencingfactors,takeactiveandeffectivemeasurestoimprovethestaffsatisfactionof expressenterprises,sothatexpressenterprisescanretaintalentsandgivefullplaytothem. Theroleoftalents,topromotethecompetitivenessofenterprisesinthemarket,is conducivetothelong-termcompetitiveadvantageofenterprises. ThispaperselectsZhoushanexpressindustryastheresearchobject,collectsrelevant informationthroughquestionnairesurveyandinterviewsurvey,understandsthejob satisfactionofthebasiclevelstaffinZhoushanexpressindustry,analyzestheinfluencing factorsofthestaffsatisfactionthroughtheanalysisofthesurveydata,summarizesthe constituentfactors,andbasedonthis,analyzesthesatisfactionofthebasiclevelstaffinthe expressindustryAndtheinfluencingfactorswerediscussedtoimproveandoptimizethejob satisfactionofthebasiclevelstaffintheexpressindustry. Firstofall,thepaperintroducesthesignificanceandpurposeoftheresearch, summarizesthemainresearchmethods,overallideasandframeworkofthepaper,andonthis basis,sortsoutandcommentsontherelevantresearchliteratureandmaterialsabout employeesatisfactionandexpressdeliveryindustry,whichlaysatheoreticalfoundationfor theresearch,andstudiesthetheoryofemployeemotivationandsatisfactionDomesticand foreignliteratureonemployeesatisfaction,aswellasdomesticandforeignliteraturereview onemployeesatisfaction.Thenaccordingtothepreviousresearchonthecharacteristicsof Zhoushanexpresscompany,thecharacteristicsoftheexpressindustry,theself-owned characteristicsofZhoushanexpresscompany,andthecharacteristicsofZhoushanexpress companyemployeesareanalyzed.Onthebasisoffullyunderstandingtherelevantsituationof Zhoushanexpressindustry,thispaperexpoundsthecurrentsituationandmainproblemsof thedevelopmentofZhoushanexpressenterprises,andconductsasurveyontheemployee satisfactionoftheexpressindustry,analyzesthedataandinformationcollectedbythe questionnairesurvey,summarizestheinfluencingfactorsoftheemployeesatisfaction,and finallysummarizestheresearchcontentofthepaper,andprovidesareferenceforthe Abstract III employeesofZhoushanexpresscompanyMakesuggestionsonhowtoimprovethe satisfactiondegree,andlookforwardtothepracticeofemployeesatisfactiondegreeinthe future. KeyWords:Jobsatisfaction;Expressdelivery;Zhoushan 目录 IV 目录 第1章绪论.............................................................................................................................1 1.1研究背景....................................................................................................................1 1.2研究目的及意义........................................................................................................2 1.2.1研究目的.........................................................................................................2 1.2.2选题意义.........................................................................................................2 1.3研究思路及方法........................................................................................................4 1.3.1研究思路.........................................................................................................4 1.3.2研究方法.........................................................................................................4 1.4研究创新和局限性....................................................................................................4 1.4.1研究创新.........................................................................................................4 1.4.2局限性.............................................................................................................5 第2章相关理论基础与文献综述.........................................................................................6 2.1工作满意度相关概念................................................................................................6 2.1.1工作满意度.....................................................................................................6 2.1.2工作满意度影响因素与测评方法.................................................................7 2.2工作满意度理论基础................................................................................................9 2.2.1马斯洛需求层次理论.....................................................................................9 2.2.2ERG理论..........................................................................................................9 2.2.3期望理论.......................................................................................................10 2.2.4公平理论.......................................................................................................10 2.3文献综述..................................................................................................................11 2.3.1国外文献综述...............................................................................................11 2.3.2国内文献综述...............................................................................................13 2.3.3文献述评.......................................................................................................15 第3章舟山市快递公司及从业人员特征分析...................................................................16 3.1舟山市快递业发展现状..........................................................................................16 3.1.1舟山市简介...................................................................................................16 3.1.2