本文關鍵詞：建設銀行柜員心理契約狀況實證分析與對策　出處：《吉林大學》2012年碩士論文　論文類型：學位論文

  更多相關文章： 心理契約 銀行服務質(zhì)量 人力資源管理

【摘要】：2001年中國加入世貿(mào)組織后促進了我國金融市場的體制大變革，市場變得更加活躍和開放，隨之而來的是更加激烈的競爭。國內(nèi)的幾大商業(yè)銀行不僅要內(nèi)部競爭，還要和外資銀行、投資銀行、外國金融機構(gòu)等搶市場份額。競爭日趨激烈的大環(huán)境下，產(chǎn)品和服務的的質(zhì)量及水平?jīng)Q定了商業(yè)銀行的競爭力強弱。產(chǎn)品和服務的質(zhì)量越高，銀行才更能在競爭中占據(jù)優(yōu)勢，服務質(zhì)量和水平理所當然的成為核心競爭指標。 在市場上，銀行和各種金融機構(gòu)之間的競爭無處不在，這些機構(gòu)的員工是創(chuàng)造價值和提供服務的載體，銀行企業(yè)在激烈的競爭中將何去何存，很大的程度上取決于這些員工。那些擁有著更具有奉獻態(tài)度，更加有效率的，更加有責任感，更加有使命感員工的銀行才更有機會在競爭中脫穎而出，而商業(yè)銀行的員工和組織之間心理契約的實現(xiàn)程度很大程度上決定了他們的有效工作與否，和有沒有責任感、忠誠心。 柜員在銀行中身處一線業(yè)務操作崗位，是銀行數(shù)量最多的員工類型，盡管在銀行最基層，但他們直接面向客戶，為客戶提供各種金融服務，是銀行與客戶之間的紐帶，因此他們在整個銀行的營銷活動中起著決定性的作用。本文正是在這樣的背景下，，理論與實證研究相結(jié)合，探討建設銀行柜員心理契約實現(xiàn)程度對銀行發(fā)展和服務提升的聯(lián)系，為銀行人力資源管理提供一些有益的幫助。 本文通過吉大圖書館及網(wǎng)絡數(shù)據(jù)庫平臺收集了絕大部分論文所需的相關資料，通過回顧心理契約相關理論，在現(xiàn)有研究的基礎上，編制調(diào)查問卷，選擇合適的樣本進行調(diào)查，并對收集到的數(shù)據(jù)運用科學軟件SPSS進行分析。通過探討研究結(jié)果提出了一些建議。 首先通過對員工心理契約相關理論進行介紹、梳理，對建設銀行的服務現(xiàn)狀和發(fā)展現(xiàn)狀進行描述和分析，并用員工心理契約量表對建設銀行一線柜員進行調(diào)查，發(fā)現(xiàn)了在提升服務質(zhì)量具有關鍵影響力的一線員工心理契約實現(xiàn)狀況中存在的問題：一是柜員認為銀行在心理契約三個維度上的有關承諾和實際情況之間的差距由大到小依次為：發(fā)展維度、交易維度、關系維度；二是建設銀行一線柜員的心理契約實現(xiàn)程度一般。得分較低的四項分別為“公司為我制定職業(yè)生涯規(guī)劃”、“公司為我提供廣闊的發(fā)展空間”、“我的工作具有挑戰(zhàn)性”和“在工作中我有機會參與決策”。 其次，通過對建設銀行一線柜員心理契約實現(xiàn)狀況的分析，提出部分改善柜員心理契約實現(xiàn)狀況，進而有助于提升建設銀行服務質(zhì)量的具體措施，包括： 建立科學人才招聘培養(yǎng)體系。建設銀行一線柜員認為銀行在心理契約發(fā)展維度上的有關承諾和實際情況之間的差距最大，并集中表現(xiàn)為在“公司為我制定職業(yè)生涯規(guī)劃”、“公司為我提供廣闊的發(fā)展空間”兩項上得分最低。為了保證柜員能夠很長時期內(nèi)忠誠的為企業(yè)發(fā)展服務,避免伴隨著企業(yè)的發(fā)展而內(nèi)部人心離散,建立合理的柜員招聘選用及培訓體系至關重要。 制定合理的柜員服務質(zhì)量考核標準。服務質(zhì)量考核標準定義是柜員為客戶服務的時候所采取的服務標準，這個標準必須做到盡可能量化并且能考核。這個標準是不是科學，是不是得到大部分柜員的認同，將會影響柜員對這個標準的執(zhí)行，進而影響服務的質(zhì)量，直接影響客戶的接受服務過程中的體驗。因此，必須制定科學合理的服務質(zhì)量考核標準。 必須使得激勵方式有效。只有認識柜員的特定需要才有可能有效實施心理契約管理。建設銀行根據(jù)柜員的不同層次需求來設計包括薪酬激勵、工作與成果激勵等不同的激勵手段，并且采用不同的激勵方式來滿足員工的需求，驅(qū)動員工采取公司期望的方式回報組織，以這種方式來實施心理契約管理。 決策更多的讓柜員參與。牽涉到分工業(yè)務以及利益直接相關的一些諸如獎勵方案、績效分配等的決策讓柜員參與，讓員工感受到企業(yè)對他們的信任和尊重，調(diào)動員工工作的積極性，使員工更加努力實現(xiàn)工作目標并且投入到工作中。
[Abstract]:In 2001 China joined WTO after promoting the reform of China's financial market system, the market has become more active and open, it is more and more fierce competition. Several major domestic commercial banks should not only internal competition, and foreign banks, investment banks, foreign financial institutions to grab market share in the fierce competition environment. Next, product and service quality and determines the level of commercial bank competitiveness. The higher the quality of products and services, the bank can only occupy the advantage in the competition, the quality and level of service behoove becomes the core competitiveness.
In the market, between the bank and the various financial institutions competition everywhere, these institutions staff is the carrier of value creation and service, the bank enterprise in fierce competition where to go, largely depends on these employees. Those with more dedication attitude, more efficient, more sense of responsibility, sense of mission staff more banks that more opportunities and talent shows itself in the competition between commercial bank employees and organizational psychological contract implementation largely determines their work effectively or not, and there is no sense of responsibility and loyalty.
In the first post operation teller in the bank, the bank is the largest number of employees in the bank type, although the most basic level, but they directly to customers, to provide various financial services for customers, is the link between banks and customers, so they in the bank's marketing activities play a decisive role. This article is in under this background, the theory and empirical research, to explore the construction of the bank teller psychological contract realization degree of bank development and enhance the service, provide some useful help for the human resource management of the bank.
Relevant information through the network database platform and Jilin University library collected most of the necessary, through the review of psychological contract theory, on the basis of existing research, questionnaire, selecting appropriate samples were investigated, and the data collected for analysis SPSS with scientific software. Through the study of results is presented. Some suggestions.
Based on employee psychological contract theory are introduced, combing, describe and analyze the status quo and development status quo of the construction of the bank service, and carries on the investigation to the construction bank teller line with employee psychological contract scale, found in the employee psychological contract has key influence to improve the service quality of existing problems in a: is that between the bank teller in the three dimensions of psychological contract on the relevant commitments and the actual situation of the gap in descending order: development dimension, transaction dimension, relationship dimensions of psychological contract; two is a construction bank teller line realization degree. Lower scores of four were "for my company establish the occupation career planning", "the company offered me a broad space for development", "my work is challenging" and "at work I have the opportunity to participate in decision-making.
Secondly, through the analysis of the implementation status of psychological contract of teller in the Construction Bank, we put forward the partial improvement of the psychological contract of the teller, and then help to improve the service quality of the Construction Bank.
The establishment of scientific talent recruitment and training system. Construction bank teller line between banks in the development of psychological contract dimensions of the relevant commitments and the actual situation of the biggest difference, and focus on the performance of I make the occupation career planning "for the company," the company offered me a broad space for development "the lowest score on the two items. In order to guarantee the teller can the very long term loyalty for business development services, avoid with the development of enterprises and the people inside the discrete, it is important to establish reasonable recruitment selection and teller training system.
Teller to develop service quality assessment standards. A reasonable assessment of the quality of service standard is defined when the teller service for the customer the service standards, this standard must be quantified as far as possible and assessment. This standard is not scientific, is not the most teller teller of this identity, will affect the implementation of standards, quality and effect the service, directly affect the customer acceptance of service in the process of experience. Therefore, must establish a scientific and reasonable assessment of the quality of service standards.
We must make effective incentive way. Only knowing the specific needs of the teller can be effective implementation of psychological contract management. According to the different needs of the construction bank teller to design including the work and achievements of salary incentive, incentive and so different, and adopt different incentive ways to meet the needs of employees, organize employees to take the company return drive the expectations of the way, in this way, the implementation of psychological contract management.
The decision more involved. Let teller involves the division of labour and is directly related to the interests of some such as incentives, performance allocation decisions for teller participation, let the staff feel the enterprises for their trust and respect, to mobilize the enthusiasm of employees, so that employees work harder to achieve goals and put to work.

【學位授予單位】：吉林大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F272.92;F832.3

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