对员工工作满意度的调查与分析

在当今银行业竞争日趋激烈的今天，在以客户满意为目标的银行体系下，客户的满意取决于银行的服务，而服务质量又取决于银行员工满意度的高低。所以，银行员工的满意度对于增强银行的竞争力显得尤为重要。为测定工行温州分行员工工作满意度如何，温州分行去年进行了全行的满意度调查。     

农业银行员工满意度问题研究

如今在以客户满意为目标的银行体系下,客户的满意取决于银行的服务,而服务质量又取决于银行员工满意度的高低,因此银行员工的满意度对于增强银行的竞争力显得越来越重要。农业银行若要提升员工满意度,就要秉承＂以人为本＂理念,把农行对员工的要求和员工对组织期望进行有机融合,系统实施员工满意工程,引导员工与农行共创价值,努力实现组织绩效与个人绩效一起增长、农行发展与员工发展良性互动。     

国有商业银行服务质量比较研究

、研究背景现代银行业的竞争主要体现在对目标顾客的服务竞争 ,服务质量越来越成为商业银行核心竞争力的重要组成部分。顾客满意度是测度银行服务质量的主要管理指标 ,通过顾客对服务标准的期望值、容忍值 ,对照感知的银行服务表现之间差距的判断 ,银行可以有针对性地改进和提高管理水平。顾客满意度也是衡量银行竞争力的重要指标 ,通过比较各家银行在顾客心目中的表现 ,可以分析各家银行在竞争中的优劣势。为提高银行服务的针对性和有效性 ,进一步研究银行服务质量标准 ,建立一套科学的银行服务质量评价体系 ,从而推动我国银行业向国际一流…     

实施双重统筹 提升网点竞争力

提高网点竞争力的关键,在于将银行关注重客户数量扩张,转变为促进客户质量提升;由服务中低端客户为主,转变为服务中高端客户为主;由提供一般化服务,转变为提供差异化服务。通过网点资源与信息化渠道统筹,提升管理效率,实现银行产能有效提高,销售能力显著增强,客户满意度明显提升。一、加强规划,网点资源统筹网点规划紧跟城市规划,及时掌握城市发展新动向,保持网点布局的适应性。对新建商务商业区、新建中     

员工工作压力、控制点与工作满意度的关系研究

日趋激烈的竞争,使银行业员工感受到越来越多的工作压力。且近年来由于海西建设,福建省金融业得到了快速发展。因此本文以福建省银行普通员工为调查对象,研究银行员工工作压力水平、控制点倾向以及工作满意度的状况,探讨了工作压力、控制点和工作满意度之间的关系,旨在寻找如何进行压力管理和提高工作满意度的方法。     

某国有银行员工工作满意度影响因素分析

通过对某银行某分行员工进行工作满意度调查,了解当前银行员工工作满意度状况,发现影响工作满意度的人口统计变量因素,并采取相应地改进行动,一方面为管理者出谋划策,寻找提高员工工作满意度的方法,对提高银行的经营管理绩效,获得外部的竞争优势具有重要现实意义,同时对于丰富银行员工行为研究具有一定理论价值。     

电子银行的营销与渠道建设

电子银行是现代商业银行的新型分销渠道和服务方式，主要是相对于银行柜台而言的一个服务渠道，包括网上银行、电话银行、手机银行以及多媒体、ATM、POS等自助终端，它是随着现代金融业务与信息化、网络化紧密结合而产生的新型金融业务。随着金融业之间竞争日益加剧，电子银行的产品和服务越来越成为银行问竞争的焦点。从这个意义上讲，发展电子银行业务，不仅是现代商业银行转变经营方式、实现战略转型的重要组成部分，也是未来商业银行提升核心竞争力，获取竞争优势的迫切需要。     

对银行情感营销的价值认识

银行情感营销(Emotion Marketing)是指,以情感为纽带,在银行、员工和客户之间建立长期、持续、稳定和互动的关系;以情感为基本元素,使银行产品和服务增值,提升银行的核心竞争力;以情感为整合手段,将情感渗透到银行营销各环节,对传统银行营销理念、模式和流程等进行再造.在此基础上,将银行产品和服务顺利引向客户,最终实现客户、员工和银行的三方满意.     

如何实施“赢在大堂”的营销策略

农行要实现打造大型优秀上市银行与最大最强个人银行的目标,必须实施好“赢在大堂”营销策略,要通过培训提升员工职业素养;通过营业网点的环境改造,使客户在营业大堂得到优质便捷服务,从而提升客户对银行服务的满意度;应加强网点服务规范,提升网点营销能力,推进网点由交易型向营销型转变,最终实现提升网点营销能力及规范化服务水平。     

刘银行:银行应坚持以客户为中心优化业务流程

正中国农业银行武汉发展大道支行刘银行2016年10月20日来稿指出,业务流程繁琐是银行被客户诟病的一个重要问题,因此银行应转变思维,以客户需求为导向,优化业务流程,提高服务效率和质量,提升客户满意度。银行业经历了由卖方市场到买方市场的深刻转变,尤其是演变到激烈的同业竞争。在产品同质化的情况下,各大银行均以服务致胜,不断提升服务质量。要真     

物流企业COSE及其驱动因子解析

孜孜以求顾客价值与竞争力的提升,不可停留在临渊羡鱼的层面,而应根植于顾客价值之驱动因素的剖析与培育。本文基于服务企业的特征,把服务员工顾客导向意识作为提升顾客价值的重要驱动因素,并在综合考虑工作意义、组织认同、报酬满意度、工作动机、心理受权、顾客导向技能等多阶因子的基础上,构建了服务员工顾客导向意识驱动模型。     

员工薪酬竞争力与上市公司员工持股

基于员工持股相关理论,本文考察了员工薪酬竞争力对我国上市公司是否实施员工持股的可能影响。实证结果显示,员工薪酬竞争力越弱,企业越可能实施员工持股;且员工薪酬竞争力越弱,员工持股的锁定期限越长、覆盖人数越多以及员工股比例越高。进一步研究发现,员工薪酬竞争力与实施员工持股可能性的负相关关系,只在外部劳动力市场流动性高和内部人力资源成本较高以及融资约束较为严重的样本中显著。上述研究发现表明,上市公司的员工持股在一定程度上是企业在面临外部劳动力市场流动性压力和内部较高人力资源成本以及融资约束时,缓解员工薪酬竞争力不足的现实途径。本文的研究结论为完善上市公司员工持股制度提供了经验证据支持,同时拓展了员工持股、职工薪酬及收入分配等领域的相关研究文献。     

Employee‐friendly practices,product market competition and firm value

In this paper, we examine whether employee‐friendly practices are associated with product market competition, and whether firm value is related to employee‐friendly practices and product market competition. Using a large sample of US firms, we find positive and significant associations between employee friendliness and product market competition, and between firm value and employee friendliness when product market competition is high, consistent with the value creation theory. Both positive relations hold when we account for corporate governance. In addition, using the list of Fortune's ‘100 Best Companies to Work For’ as an alternative measure of employee‐friendly policies, we find firms in more competitive industries are more likely to treat their workers favourably. Furthermore, we find that the market reaction is more positive when firms in more competitive industries are selected for the Fortune list.     

Behavioral effects of fairness in performance measurement and evaluation systems: Empirical evidence from France

The measurement and evaluation of employee performance are crucial aspects of the management accounting system because of their effects on employee motivation. It is therefore important for management accountants to understand how such effects occur. Fairness may be a key explanatory factor. This study proposes that the effects of the fairness of employee performance measurement and evaluation procedures on employee job satisfaction and organizational commitment are indirect. The results, based on a sample of 60 French managers, support these expectations. For the relationship between procedural fairness and job satisfaction, the effects are indirect through trust and fairness of outcomes. For the relationship between procedural fairness and organizational commitment, the effects are indirect through fairness of outcome, trust and job satisfaction. The results also indicate that affective effects through trust and satisfaction are substantially stronger than that through fairness of outcome. Fair performance evaluation procedures therefore do more than the mere provision of equitable outcomes among French managers.     

变革型领导与工作满意度相关关系的中介变量研究

变革型领导对员工相关工作态度、工作绩效及行为等方面的影响效果及机制问题受到了越来越多学者的关注。工作满意度对企业的发展至关重要,已有研究表明变革型领导风格显著影响员工工作满意度,但它们之间有时并不表现为必然的直接关系,还可能受到中介变量的影响,已被证实具有中介作用的变量包括效能感、心理授权、信任和工作特征等。     

Changing employee values: deepening discontent?

This article presents a synthesis of data on employee attitudes gathered over the last 25 years. Most of the findings confirm the hypothesis that employees are discontented and expect more from their jobs now than they have in the past. While managerial satisfaction has remained relatively constant, the work satisfaction among hourly and clerical employees has sharply decreased. The authors attribute dissatisfaction to changes in the expectations and values of employees and warn that the deterioration of work attitudes may result in increased operating costs due to poor quality work, reduced output, absenteeism, etc. Instituting an employer attitude survey is suggested as a means of improving communication between management and employees and increasing job satisfaction.     

商业银行零售业务客户满意度指标的甄别

随着我国金融市场的全面开发、金融管制的放松和市场竞争的加剧,提高客户满意度水平,争夺客户资源已成为银行提升市场竞争力的重要手段。目前,我国的商业银行在客户满意度管理方面与西方发达国家银行业相比还有一定的差距,具体表现在满意度测度指标的不合理,银行管理人员在提高客户满意度的过程中抓不住关键因素等方面。因此,针对我国商业银行进行客户满意度影响因素的分析具有现实意义。本文对我国商业银行零售业务的客户满意度进行了实证研究,作者采用因素分析方法对影响银行零售业务客户满意度的指标进行了甄别和归类,并对分类后的因素指标体系进行了信度和效度的检验。     

Insurance Company Employees' Financial Expertise and Practices: Implications on Benefit Participation and Satisfaction

Employers continue to shift financial decision-making responsibility for employee benefits to employees. This article examines employees' financial practices, financial expertise, and levels of benefit participation and overall satisfaction. We show that there are significant differences in employees' financial practices and financial expertise based on socio-demographic characteristics. While levels of benefit satisfaction and employer ranking are high, significant differences in how employees feel toward their employer exist. Employees more highly value traditional benefits than nontraditional benefits, but satisfaction with benefits was high regardless of take-up rate. We also find that respondents are more knowledgeable over experiential financial concepts than more specific financial concepts like qualifying conditions for a traditional individual retirement account. Employer-sponsored financial education programs, which increase employee understanding of employer-provided benefits and their importance to employees' financial well-being, should improve overall employee satisfaction, loyalty, and productivity.     

The customer satisfaction factor: the value of conducting employee evaluations of managed care networks

Gathering customer satisfaction information is an idea whose time has come. Employers conducting employee evaluations of their managed care networks find the data valuable from both a strategic and a tactical standpoint. The thoughtful, intelligent use of such data can lead to more effective health care management.