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MBA畢業論文_中國銀行DQ分行員工滿意度提升對策研究DOC

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基本簡介
近年來,中國在國際市場中逐漸顯現出大國地位,與國際市場的契合度更高,一體 化進程也在進一步加快。伴隨著機遇的同時,各行業也面臨著巨大的挑戰。在我國金融 行業中,國有銀行曾經占據著重要位置,經歷了一系列股份制改革、商業銀行涌現、外 資銀行注入甚至互聯網金融的沖擊后,步步維艱。而國有商業銀行目前面臨最大的難題 就是員工滿意度下降問題,這對一個企業來說是影響巨大的。因此如何全面的分析國有 銀行員工滿意度問題并提出具體對策,這對國有銀行員工滿意度的提升,甚至對于整個 銀行業的持續健康發展都有著重要的現實意義。 中國銀行 DQ 分行是老牌國有商業銀行在 DQ 地區的分支機構,多年來為 300 萬 DQ 百姓做好金融服務。但是最近幾年,中國銀行 DQ 分行的發展進程中卻面臨著極大 的挑戰。這個挑戰就是員工滿意度持續下降。員工滿意度的下降會導致多種問題出現, 員工工作積極性下降、凝聚力不足、企業核心競爭力缺失甚至出現員工離職的現象。本 論文以員工滿意度相關理論為指導,采用文獻研究法、問卷調查法、深度訪談法、歸納 法共四種調查方法,分析中國銀行 DQ 分行在員工滿意度方面存在的具體問題,主要包 括,薪資水平低、職業晉升難、行業地位落差大、行業發展受限、工作模式單一等; 于以上存在的問題,有針對性的提出解決的對策,具體包括,改變薪資標準,為優秀員 工開啟職業晉升通道,積極面對行業地位的轉變,加快企業轉型,調整工作模式等。希 望通過以上的具體對策能夠提升中國銀行 DQ 分行員工滿意度,推動中國銀行 DQ 分行 穩步向前發展。 關鍵詞,國有商業銀行;中國銀行 DQ 分行;員工滿意度東北石油大學 MBA 學位論文 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東北石油大學 MBA 學位論文 bank of China, DQ steadily forward. Key Words: State-owned commercial banks; Bank of China DQ Branch; Employee satisfaction目 錄 VII 目 錄 摘要......................................................................................................................................IV ABSTRACT .............................................................................................................................. V 第 1 章 緒 論..........................................................................................................................1 1.1 研究背景、目的及意義............................................................................................. 1 1.1.1 研究背景.......................................................................................................... 1 1.1.2 研究目的及意義.............................................................................................. 1 1.2 國內外研究現狀......................................................................................................... 2 1.2.1 國外研究現狀.................................................................................................. 2 1.2.2 國內研究現狀.................................................................................................. 3 1.2.3 研究現狀評述................................................................................................... 3 1.3 研究內容與方法......................................................................................................... 4 1.3.1 研究內容.......................................................................................................... 4 1.3.2 研究方法.......................................................................................................... 5 第 2 章 相關概念及理論基礎..................................................................................................7 2.1 員工滿意度相關概念................................................................................................. 7 2.1.1 員工滿意度的定義.......................................................................................... 7 2.1.2 員工滿意度的特征.......................................................................................... 7 2.1.3 員工滿意度的影響因素.................................................................................. 8 2.2 員工滿意度相關理論................................................................................................. 9 2.2.1 馬斯洛需求層次理論...................................................................................... 9 2.2.2 赫茲伯格的雙因素理論.................................................................................. 9 2.2.3 亞當斯的公平理論.......................................................................................... 9 2.2.4 弗魯姆的期望理論........................................................................................ 10 2.3 本章小結................................................................................................................... 10 第 3 章 中國銀行 DQ 分行簡介及員工概況........................................................................ 11 3.1 中國銀行 DQ 分行簡介 ........................................................................................... 11 3.2 中國銀行 DQ 分行員工崗位分類 ........................................................................... 11 3.3 中國銀行 DQ 分行員工構成 ................................................................................... 12 3.3.1 性別結構........................................................................................................ 12 3.3.2 學歷結構........................................................................................................ 12 3.3.3 年齡結構........................................................................................................ 13目 錄 VIII 3.4 本章小結................................................................................................................... 14 第 4 章 中國銀行 DQ 分行員工滿意度現狀調查和存在問題分析....................................15 4.1 員工滿意度調查思路............................................................................................... 15 4.2 問卷調查................................................................................................................... 15 4.2.1 調查問卷的設計............................................................................................ 15 4.2.2 調查對象及問卷回收.................................................................................... 15 4.2.3 問卷調查統計分析........................................................................................ 16 4.2.4 問卷調查結果匯總........................................................................................ 20 4.3 訪談調查................................................................................................................... 21 4.3.1 訪談調查內容設計........................................................................................ 21 4.3.2 訪談調查整理分析........................................................................................ 21 4.3.3 訪談調查結果匯總........................................................................................ 24 4.4 中國銀行 DQ 分行員工滿意度問題分析 ............................................................... 25 4.4.1 薪資水平低.................................................................................................... 25 4.4.2 職業晉升難.................................................................................................... 26 4.4.3 行業地位落差大............................................................................................ 27 4.4.4 企業發展受限................................................................................................ 28 4.4.5 工作模式單一................................................................................................ 28 4.5 本章小結................................................................................................................... 29 第 5 章 中國銀行 DQ 分行員工滿意度提升對策................................................................ 30 5.1 改變薪資標準......................................................................................................... 30 5.1.1 擴大員工薪資級別........................................................................................ 30 5.1.2 深化績效考核機制........................................................................................ 31 5.1.3 降低企業成本................................................................................................ 31 5.2 為優秀員工開啟職業晉升通道............................................................................... 32 5.2.1 清晰職業規劃................................................................................................. 32 5.2.2 開啟上升通道................................................................................................ 32 5.3 積極面對行業地位的轉變..................................................................................... 32 5.3.1 正確認識行業地位轉變................................................................................ 32 5.3.2 提高服務客戶的專業性................................................................................ 33 5.4 加快企業轉型........................................................................................................... 33 5.4.1 轉變傳統銀行業存貸模式............................................................................ 33 5.4.2 開展線上銀行服務........................................................................................ 33 5.5 調整工作模式......................................................................................................... 34 5.5.1 解決國有銀行弊病...................................................................................... 34目 錄 IX 5.5.2 豐富員工業余生活........................................................................................ 34 5.6 本章小結................................................................................................................... 34 結 論......................................................................................................................................35

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