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Study on the Employee Satisfaction for the Commercial Banks in China

Author: ChenXue
Tutor: HuangWei
School: Xiamen University
Course: Service Trade
Keywords: Employee Satisfaction Bank Service Profit Chain
CLC: F832.2
Type: Master's thesis
Year: 2007
Downloads: 602
Quote: 2
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Abstract


Era of knowledge economy , as the mastery of knowledge and the pilots decided to economic development and social progress . With the full liberalization of China 's financial industry , more and more banks recognize employees has become one of the most important resources in the enterprise : the competition between banks in the final analysis is the talent competition . The objective of environmental change and competition intensifies prompted China 's commercial banks from the customer satisfaction unidirectional concerns into bidirectional emphasis on staff and customer satisfaction , therefore , to explore the theory and method of service management for the knowledge economy era service features for Chinese commercial banks development has important practical value and significance . Service profit chain theory is the forefront of today 's Western service management theory development , not only directly related to the production efficiency of the commercial banks in China as the core elements of the theory of chain - employee satisfaction , customer awareness and raise the level of profits , but also effective reflect organizational performance of China 's commercial banks and management issues . China's commercial bank employee satisfaction issues from the point of view of the service profit chain theory research and practice tests . First , in the part of theoretical research , by building a bank service profit chain to analyze bank service profit chain elements reveals employee satisfaction connotation, characteristics , core position and function , and the systematic evaluation of the domestic and foreign employee satisfaction surveys and measurement tools as the theoretical basis for the empirical analysis . Second , in the empirical analysis section , X commercial banks , as the research object, through focus groups and questionnaire survey method to collect data , analyze data using statistical methods , which reveals the current situation and problems of X Commercial Bank employee satisfaction , and employee satisfaction degrees Bank X operating performance test . Finally, based on the results of theoretical research and empirical test service profit chain management , improve employee satisfaction and strengthening of China 's commercial banks of China 's commercial banks , put forward suggestions .

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CLC: > Economic > Fiscal, monetary > Finance, banking > China's financial,banking > Banking system and business
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