本文選題：銀行柜員　切入點(diǎn)：工作壓力　出處：《江西農(nóng)業(yè)大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：銀行業(yè)是我國經(jīng)濟(jì)社會(huì)發(fā)展的重要行業(yè),其正在向市場化、網(wǎng)絡(luò)化和國際化的方向發(fā)展。這要求銀行從業(yè)人員,尤其是柜員具有與時(shí)俱進(jìn)的知識(shí)技術(shù),提供更加方便快捷的金融產(chǎn)品和工具。他們對外代表著銀行形象和文化,直接與大量客戶接觸,其工作態(tài)度和質(zhì)量直接影響客戶滿意度,影響組織的發(fā)展。因此,在辦理業(yè)務(wù)時(shí)遇到刁蠻的客戶,柜員不能與客戶發(fā)生爭執(zhí),要耐心微笑服務(wù)；對內(nèi),柜員肩負(fù)著重要的業(yè)務(wù)經(jīng)營責(zé)任,面臨嚴(yán)格的晉升制度,且每天機(jī)械性地做著重復(fù)的工作,讓柜員感覺到單調(diào)乏味,缺乏工作激情。以上各方面的原因都在不同程度上給柜員帶來壓力,這些壓力長年下去得不到釋放,從而給柜員個(gè)人帶來生理、心理和身體上的影響,影響個(gè)人和組織績效,損害企業(yè)利益。因此,基于上述原因,研究銀行柜員工作壓力對工作績效的影響則有著重要意義。 本文通過對相關(guān)文獻(xiàn)的研究,以南昌地區(qū)的國有商業(yè)銀行柜員作為研究對象。首先,作者設(shè)計(jì)了《銀行柜員工作壓力對工作績效的影響問卷》,包括個(gè)人基本信息、工作壓力的來源、工作績效三部分,并運(yùn)用SPSS17.0軟件對問卷數(shù)據(jù)進(jìn)行統(tǒng)計(jì)分析。因子分析結(jié)果發(fā)現(xiàn),柜員的工作壓力主要來自六個(gè)方面：工作任務(wù)壓力、工作角色壓力、人際關(guān)系壓力、職業(yè)發(fā)展壓力、組織結(jié)構(gòu)和組織傾向壓力、家庭和社會(huì)同工作相互作用壓力；工作績效來自兩個(gè)方面：任務(wù)績效和關(guān)系績效。其次,將不同個(gè)體屬性特征作為中介變量,分析了其對工作壓力與工作績效關(guān)系的影響。最后,分析了工作壓力及其各維度與績效及其各維度的相關(guān)性,得出如下研究結(jié)論： 第一,工作任務(wù)壓力在婚姻、年齡和工齡上存在顯著差異；工作角色壓力在不同年齡段上有顯著差異；人際關(guān)系壓力在工齡上有顯著差異；家庭和社會(huì)與工作相互作用壓力在婚姻、年齡、學(xué)歷、工齡上有顯著差異；總體工作壓力在年齡、工齡上存在顯著差異；另外,任務(wù)績效在婚姻方面有顯著差異；關(guān)系績效、總體工作績效均在年齡上有顯著差異。 第二,總體工作壓力與任務(wù)績效相關(guān)性不顯著,但其相關(guān)系數(shù)為負(fù),總體工作壓力與關(guān)系績效和總體工作績效都顯著負(fù)相關(guān)。 第三,工作任務(wù)壓力及工作角色壓力對任務(wù)績效有顯著的負(fù)向影響。人際關(guān)系壓力和職業(yè)發(fā)展壓力對任務(wù)績效有顯著的正向影響；工作角色壓力、組織結(jié)構(gòu)和組織傾向壓力對關(guān)系績效有負(fù)向影響。人際關(guān)系壓力對關(guān)系績效有正向影響；工作角色壓力、組織結(jié)構(gòu)和組織傾向壓力對總體工作績效有負(fù)向影響,且工作角色壓力的負(fù)向影響程度更大。人際關(guān)系壓力和職業(yè)發(fā)展壓力對總體工作績效有正向影響。工作任務(wù)壓力、家庭和社會(huì)與工作相互作用壓力兩個(gè)變量沒有進(jìn)入總體工作績效回歸模型,但其回歸系數(shù)為負(fù),這也與相關(guān)分析結(jié)果是一致的。 基于以上研究結(jié)論,本文提出了改善柜員工作壓力的一些建議和對后續(xù)研究的展望。提出的建議包括：優(yōu)化臨柜業(yè)務(wù)流程,緩解柜員工作角色壓力；調(diào)節(jié)職業(yè)發(fā)展壓力,提升柜員工作績效；加強(qiáng)組織文化建設(shè),妥善處理人際關(guān)系壓力；完善考核激勵(lì)制度,提升組織內(nèi)部工作效能；加強(qiáng)柜員技能培訓(xùn),緩解柜員工作任務(wù)壓力；關(guān)注家庭社會(huì)因素,體現(xiàn)組織人文關(guān)懷；在后續(xù)研究方面,可擴(kuò)大研究樣本和范圍,選擇更加全面的變量作為中間變量,設(shè)計(jì)更加完善合理的問卷進(jìn)行研究。
[Abstract]:The banking industry is an important industry in China's economic and social development, it is the market, networking and internationalization. This requires the bank employees, especially the teller with the times of knowledge and technology, to provide more convenient financial products and tools. They represent the image and culture of the bank, direct contact with a large number of customers, the working attitude and quality directly influence customer satisfaction, influence the development of the organization. Therefore, the encounter unruly customers in the process of business, teller can not dispute with them, to have the patience to smile service; on the inside, the tellers shoulder important business management responsibility, facing strict promotion system, and every day mechanically doing the same work, let the teller feel monotonous, lack of passion. All of these reasons have brought pressure to the teller in different extent, the pressure for many years. No release, which brings physical, psychological and physical effects to the teller, affects personal and organizational performance, and damages the interests of enterprises. Therefore, based on the above reasons, it is of great significance to study the influence of bank teller work pressure on job performance.
In this paper, through the study of literature, in the Nanchang area of state-owned commercial bank teller as the research object. Firstly, the author designed the working pressure of the bank teller "impact on job performance questionnaire >, including basic personal information, work pressure, work performance of three parts, and the use of SPSS17.0 software for statistical analysis of questionnaire data. The results of factor analysis found that the teller work pressure mainly from six aspects: work pressure, work stress, interpersonal pressure, occupation development pressure, organizational structure and tendency of pressure, family and social interaction with work pressure; job performance from two aspects: task performance and relationship performance. Secondly, different individual attributes as intermediary variable, analyzes its influence on the relationship between job stress and job performance. Finally, analyzes the working pressure and its various dimensions and The correlation of performance and its various dimensions is concluded as follows:
First, work pressure in marriage, there is significant difference in age and length of service; there are significant differences in different ages on work stress; there are significant differences in the age of interpersonal stress; family and social interaction with work pressure in marriage, age, education, there are significant differences on job stress in the general age; age, there are significant differences on the length of service; in addition, there are significant differences in the aspects of marriage task performance; relationship performance, the overall work performance are significant difference in age.
Second, the correlation between overall job stress and task performance is not significant, but the correlation coefficient is negative. The overall job stress is negatively correlated with relationship performance and overall job performance.
Third, work pressure and work role pressure on task performance has a significant negative effect. The interpersonal relationship pressure and occupation development pressure has a significant positive effect on task performance; work stress, organizational structure and tendency of pressure have negative influence on relationship performance. Interpersonal relationship pressure has a positive effect on relationship performance; work role stress, organizational structure and tendency of pressure has a negative impact on the overall work performance, and work stress the negative effects of a greater degree. The interpersonal relationship pressure and occupation development pressure has a positive impact on the overall work performance. Work pressure, family and social interaction with work pressure of two variables did not enter the overall work the performance of the regression model, but the regression coefficient is negative, the correlation analysis and the results are consistent.
Based on the above conclusions, this paper puts forward some suggestions to improve the teller work pressure and prospects for follow-up study. Suggestions include: optimize the counter business process, alleviate cabinet work stress; adjust the occupation development pressure, improve cabinet work performance; strengthen the construction of organizational culture, properly handle interpersonal pressure; improve the assessment and incentive system work, enhance internal organizational effectiveness; strengthen the teller skills training, alleviate cabinet job pressure; focus on the family and social factors, which reflects the humanistic care; in the follow-up study, can expand the research sample and scope, choose more comprehensive variables as intermediate variables, more perfect and reasonable design of the questionnaire.

【學(xué)位授予單位】：江西農(nóng)業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F272.92;F832.3

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本文編號：1603352