摘
要
客户的忠诚度和企业的盈利能力与员工服务质量及客户满意度息息相关，而员工
满意度的提升又能影响这两者，所以越来越多的企业重视员工满意度。银行为客户提
供的是金融产品和衍生品，同质化现象严重。银行应通过服务质量提高竞争力,因此对
银行来说研究员工满意度意义重大。
本文以研究邮储银行H分行为例，选取邮储银行H分行员工满意度提升问题为研
究对象，合理设计调查问卷，有针对性的对部分员工开展深度访谈，对该行员工满意
度情况进行总体评价。数据回收后，对影响员工满意度的四个维度（工作背景、薪酬
绩效及福利、团队协作、个人发展）通过平均值、标准差进行了具体分析，同时以年
龄、性别、学历、岗位、工作年限、职称、用工形式为划分进行了方差分析，将四个
维度与总体满意度进行Pearson相关及回归分析，得出回归方程，找出影响员工满意
度的两个重要因素为薪酬绩效及福利、个人发展。
根据调查分析并结合深度访谈情况，得出邮储银行H分行目前存在以下六方面问
题：工作休息制度有待优化、工作强度且压力大、员工激励考核尚待完善、晋升机制
不完备、员工培训机制不完善、员工职业规划管理不到位，根据以上问题进行了背后
原因的探究，最终针对这六方面问题提出以下提升对策：合理调整工作休息制度、缓
解员工工作及精神压力、构建公平合理的薪酬管理体系及奖惩制度、建立公正公开的
晋升制度、打造多元化培训通道、完善员工职业生涯规划。本论文通过提升对策的设
计以实现员工满意度的提高，最终提高员工工作热情、个人能力，推动该行稳健、长
远的发展，提高整体竞争力。
关键词：邮储银行；员工满意度；人力资源
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ABSTRACT
Customer Loyalty and profitability are closely related to service quality and Customer
satisfaction, and employee satisfaction can affect both, so more and more enterprises attach
importance to employee satisfaction. The bank provides the financial product and the
derivative for the customer, the homogeneity phenomenon is serious. Banks should improve
their competitiveness through service quality, so it is of great significance for banks to study
staff satisfaction.
In this paper, we take the case of branch H of postal savings bank as an example,
choose the problem of employee satisfaction promotion of branch H of postal savings bank
as the research object, design a reasonable questionnaire, and carry out in-depth interviews
with some employees, the overall evaluation of the bank’s staff satisfaction. After data
collection, four dimensions of employee satisfaction (work background, salary performance
and benefits, team cooperation, and personal development) were analyzed by means of
average and standard deviation, at the same time, the analysis of variance is divided by age,
sex, educational background, post, working years, professional title and employment form.
Pearson correlation and regression analysis are carried out between the four dimensions and
the overall satisfaction, and the regression equation is obtained, find out the two important
factors that affect employee satisfaction are salary performance, welfare and personal
development.
Based on the investigation and analysis combined with in-depth interviews, at present,
there are six problems in h branch of Postal Savings Bank: The work rest system needs to be
optimized, the work intensity and pressure is high, the staff motivation and assessment needs
to be improved, the promotion mechanism is not perfect, the staff training mechanism is not
perfect, the staff career planning management is not in place, based on the above questions,
the author makes an inquiry into the reasons behind them, finally, the following
countermeasures are put forward to solve these six problems: adjusting the work rest system
reasonably, relieving the work and mental pressure of the staff, building a fair and reasonable
salary management system and reward and punishment system, building a fair and open
promotion system, building diversified training channels, improving the career planning of
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the staff. In this paper, through improving the design of measures to achieve the
improvement of employee satisfaction, and ultimately improve the enthusiasm of employees,
personal ability, promote the bank’s steady, long-term development, improve the overall
competitiveness.
KEYWORDS: Postal Savings Bank of China, Employee satisfaction, Human Resources
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