本科毕业论文——员工满意度影响因素分析.doc

本科毕业论文设计，主研方向：人力资源管理专业——员工满意度模块，共41页，4000余字，知名大学优秀毕业生论文（原创），商学院人力资源管理本科.


中文摘要

随着市场竞争日趋激烈, 企业都认识到顾客满意度是企业生存的前提和保障, 然而顾客满意倚重企业提供的服务。无论服务理念如何更新, 方式如何变化, 服务的主体始终不变, 那就是企业的员工, 只有满意的员工才能创造出满意的顾客。企业想获得更多利润, 提高客户满意度, 必须从源头抓起, 更多关注员工利益, 提高员工满意度。
众所周知，员工的满意度高低，决定了员工工作的积极性并且间接地影响到员工的工作质量和工作效率，如果员工的满意度很低则会给企业带来很严重的影响。如服务质量下降、客源流失、针对员工流动的替换与培训成本加大等。最终导致管理质量和服务质量的不稳定，企业在市场上竞争乏力，不利于企业的发展。如何对员工进行有效地管理，使员工能够保持一定的满意程度，成为饭店行业首要关注的问题。
本文在综述前人对员工满意度的影响因素的理论分析基础上，主要从人力资源管理方面，采用理论研究和实证研究相结合的方法，分析并阐述了影响员工满意度的因素。针对影响员工满意度的可能因素进行量表的设计，并以长春市饭店的员工为研究对象。
为了查明饭店员工的满意度的可能影响因素，我们对在职员工进行了问卷调查，并对调查结果进行了认真详细地统计分析，揭示了影响员工满意度的因素。指出了饭店员工满意度度低的直接原因主要是工作回报差，深层原因主要是饭店经营者的观念落后、人力资源管理力量薄弱、人力资源管理水平低下、相关制度不健全，并从饭店的招聘制度、报酬制度、用人制度、绩效管理发展环境、企业文化等方面探讨如何控制饭店员工的流动以及如何核心员工的满意度。

关键词：员工满意度；影响因素；对策

Abstract

As market competition becomes increasingly fierce, the enterprise are all aware of the customer satisfaction is the premise and guarantee enterprise existence, however customer satisfaction provide services rely on enterprise. No matter how update service concept, the way how to change the subject unchanged, service, it is enterprise's employees, only satisfying employee to create satisfied customers. Enterprise wants to obtain more profits, improve customer satisfaction, must from source, pay more attention to the employees grab interests and improve employee.
The restaurants in ChangChun, which are the thesis’s object, have the serious problem of employee turnover, too. As we all know, the employee turnover in a normal rate is helpful for hotels to develop itself, but the excessive employee turnover is harmful. One of the biggest challenges what the most managers face is that of decreasing the rate of the employee’s turnover effectively.
In this paper, the author starts from the theory to list the concept, factors and main models of employee turnover. Secondly, the author analyzes the opportunities, the threats, the advantages and the weakness facing the restaurants in ChangChun, and also illustrates the present situation and the negative effect of the excessive employee turnover.
To find out the reasons of the problem, and makes surveys on the job satisfaction and the post-decision accommodation by questionnaires to collect data. Then the author analyzes the data by the methods of statistical analysis, and point out the direct reason of the problem is that of the poor work rewards. However, the backward concept in the leader’s mind and the poor human resources management etc. are the essentialreasons.

Key words:   Employee satisfaction ; factors;  countermeasures

目 录

第1章 绪  论 1
第1节 问题的提出 1
第2节 研究的意义 2
第3节 研究内容及思路 3
第2章 饭店员工满意度研究综述 6
第1节  员工满意度的定义研究 6
第2节 员工满意度的影响因素理论 7
第3节 国内外理论的比较 11
第3章 员工满意度影响因素的调查分析 13
第1节 调查目的 13
第2节 调查问卷的设计与样本情况 13
第3节 员工满意度调查结果与分析 14
结论及建议 25
致    谢 28
参考文献 29
附录 32