S银行合肥分行基层员工满意度提升研究
摘要
如今对于商业银行而言，产品同质化存在较为严重的现象，商业银行之间的
竞争由以往的产品竞争逐渐转变为服务的竞争，而服务质量的高低，主要依赖于
员工对于这份工作的满意度。且近年来，S银行合肥分行基层员工离职率居高不
下，员工满意度逐年下降，因此为了提高 S银行合肥分行的服务质量，为 S银
行合肥分行创造更高的效益，在此背景下对 S银行合肥分行基层员工的满意度进
行研究。
本文以 S银行合肥分行基层员工为研究对象，根据影响满意度的因素，设计
并发放影响 S银行合肥分行基层员工满意度的调查问卷，来确定影响S银行合
肥分行基层员工满意度的主要因素，从而为提升 S银行合肥分行基层员工的满意
度献言建策。本文首先对部分员工开展深入的访谈，通过访谈结果，得出影响 S
银行合肥分行基层员工满意度的主要因素，其次通过薪酬福利、工作内容与压力、
职业发展与晋升、团队合作、工作背景等 5个维度来设计影响 S银行合肥分行基
层员工工作满意度的调查问卷。最后，通过向 S银行合肥分行基层员工发放问卷
调查，对收回的问卷调查通过 SPSS数据软件处理，得出每个维度指标对 S银行
合肥分行基层员工满意度的影响，根据研究结果发现 S银行合肥分行基层员工在
薪酬福利、工作内容与压力、职业发展与晋升、团队合作、工作背景五个维度的
满意度整体偏低，因此为了改善 S银行合肥分行基层员工满意度整体偏低的情
况，我们详细的分析了造成该状况的七个原因，主要是管理制度不健全且不够灵
活、网点未有效推动智能化转型且人员分工不明确、奖惩制度不对等，处罚力度
较大、晋升制度机制不完善、培训体系不健全、团队合作不融洽及工作环境有待
提升，并根据原因分析提出提升 S银行合肥分行基层员工满意度的四大对策，主
要是构建合理的薪酬体系及奖惩制度、缓解基层员工工作及精神压力、构建公平
公正的晋升机制及多元化职业发展规划和渠道以及改善员工工作环境。
关键词：商业银行；基层员工；满意度
ABSTRACT
ABSTRACT
Nowadays, for commercial banks, there is a serious phenomenon of product
homogeneity. The competition between commercial banks has gradually changed
from product competition to service competition, and the quality of service mainly
depends on employees ' satisfaction with the job. In recent years, the turnover rate of
grass-roots employees of S Bank Hefei Branch has remained high, and employee
satisfaction has decreased year by year. Therefore, in order to improve the service
quality of S Bank Hefei Branch and create greater benefits for S Bank Hefei Branch,
the satisfaction of grass-roots employees of S Bank Hefei Branch is studied in this
context.
This paper takes the grass-roots employees of Hefei Branch of S Bank as the
research object. According to the factors affecting satisfaction, the questionnaire about
the satisfaction of grass-roots employees of Hefei Branch of S Bank is designed and
distributed to determine the main factors affecting the satisfaction of grass-roots
employees of Hefei Branch of S Bank, so as to provide suggestions for improving the
satisfaction of grass-roots employees of Hefei Branch of S Bank. Firstly, this paper
conducts in-depth interviews with some employees. Based on the interview results,
the main factors affecting the satisfaction of grass-roots employees of Hefei Branch of
S Bank are obtained. Secondly, through the five dimensions of salary and welfare,
work content and pressure, career development and promotion, teamwork and work
background, the questionnaire about the job satisfaction of grass-roots employees of
Hefei Branch of S Bank is designed. Finally, by issuing questionnaires to the
grass-roots employees of Hefei Branch of S Bank, the collected data is processed by
SPASS, and the degree of influence of each factor on thesatisfaction of the
grass-roots employees of Hefei Branch of S Bank is obtained. According to the
research results, it is found that the grass-roots employees of Hefei Branch of S Bank
show low satisfaction in the five dimensions mentioned above. Therefore, in order to
improve the overall low satisfaction of the grass-roots employees of Hefei Branch of
S Bank, the seven causes of such situation are analyzed in detail, which are that the
management system is neither perfect nor flexible, that the branch does not effectively
promote the intellectualization and the division of labor is not clear, that the reward
and punishment systems are not set on an equal basis, which means that the
punishment is relatively serious while the promotion mechanism does not work well,
that the training system is not perfect, and that the teamwork is lacked and the