本文關鍵詞：海南省A酒店員工滿意度的調(diào)查分析與對策建議　出處：《海南大學》2014年碩士論文　論文類型：學位論文

  更多相關文章： 海南省 酒店 員工滿意度 因子分析

【摘要】：人力資源是酒店業(yè)日常管理中非常重要的部分,而員工滿意度管理又是衡量人力資源管理好壞的重要指標。酒店業(yè)屬于勞動密集型和服務型產(chǎn)業(yè),員工是酒店正常運行的重要支柱,另外,酒店的產(chǎn)品是以員工為載體,其價值是通過員工來實現(xiàn)和增值的,因此,員工工作滿意度研究對酒店來說是非常有必要的。本文通過了解海南省A酒店員工管理現(xiàn)狀,并探討不同部門、員工的文化背景等影響因素對員工工作滿意度造成的差異,達到了解海南省A酒店員工工作滿意度現(xiàn)狀以及影響其工作滿意的因素。 本文在對現(xiàn)有員工工作滿意度概念、相關理論、影響因素的相關文獻的整理、分析及總結(jié)的基礎上,結(jié)合海南省三亞市A酒店的員工管理實際情況,采用修改后的JDI調(diào)查問卷對A酒店員工工作滿意度現(xiàn)狀進行調(diào)查分析。對A酒店員工發(fā)放了200份調(diào)查問卷,其中有效問卷190份,問卷有效率達到95%。通過對A酒店員工工作滿意度調(diào)查所收集的數(shù)據(jù)進行信度和效度分析,得出本文研究所需的有效員工工作滿意度影響因子,并對各研究變量進行描述性統(tǒng)計及各人口統(tǒng)計因素在各研究變量上的差異分析。研究結(jié)果表明：A酒店員工工作滿意度各影響因子中,對客關系滿意度因子平均值最高,這說明A酒店員工的服務質(zhì)量和工作主動性等均達到較高水平,且員工對酒店的產(chǎn)品和服務認可度較高,此外,與顧客之間的關系也比較融洽。其次,員工對A酒店的整體滿意度平均值相對較高,這說明A酒店員工比較認可該酒店,會以飽滿的熱情投入到工作中,以高標準為顧客提供服務。對A酒店員工工作滿意度會產(chǎn)生影響的A酒店內(nèi)部人際關系滿意度和工作回報滿意度兩因子均相對較低,這說明A酒店員工之間的人際關系管理存在一定問題,并且員工對其因工作付出所得到的回報并不滿意。此外,人口統(tǒng)計因素對各研究變量的差異分析表明,員工工作部門、員工工作年限、員工職位和員工受教育背景均對影響員工工作滿意度的四個影響因子產(chǎn)生影響,且影響程度各不相同。最后,依據(jù)對A酒店員工工作滿意度現(xiàn)狀所進行的調(diào)查分析結(jié)果,為A酒店提升員工工作滿意度的管理提供一些決策依據(jù)和管理建議。
[Abstract]:Human resource is a very important part in the daily management of the hotel industry, and the employee satisfaction management is an important indicator to measure the quality of human resources management. The hotel industry is labor-intensive and service industry, the staff is an important pillar of the normal operation of the hotel, in addition, the hotel is the product of the employee as the carrier, its value is realized through the staff and increase the value, therefore, the research on the job satisfaction is very necessary for hotels. Through understanding the current situation of employee management of A hotel in Hainan, and to explore the differences of different departments, cultural background and other factors affect the employee's job satisfaction of employees caused by A in Hainan Province, to understand the current situation and factors of hotel employee's job satisfaction the influence of job satisfaction.
Based on the theory related to the existing job satisfaction concept, the factors affecting the foundation consolidation, analysis and summary, combined with the actual situation of employee management A hotel in Hainan city of Sanya Province, using the modified JDI questionnaire on A hotel employee job satisfaction survey and analyze the present situation of the A hotel employees. Of the 200 questionnaires, 190 valid questionnaires, the questionnaire response rate was 95%. for reliability and validity analysis by collecting work of A hotel employee satisfaction survey data, the effect of employee job satisfaction in this study required factor, difference analysis and the study variables descriptive statistics and population factors in all the variables. The results show that the influence factors of A employee job satisfaction, customer satisfaction factor between the highest average, indicating that A wine Shop staff service quality and work initiative have reached a higher level, and the staff of the hotel products and services to the high degree of recognition, in addition, the relationship between the customer and the relatively harmonious. Secondly, the staff of the hotel's overall satisfaction A average value is relatively high, indicating that the A Hotel staff recognized the hotel in enthusiasm into work, to provide services for customers with high standard. The A hotel employee job satisfaction will affect the A Hotel interpersonal relationship satisfaction and job satisfaction return two factors were relatively low, indicating that the interpersonal relationship management between A hotel employees and employees of certain problems exist because of its work the reward for effort was not satisfied. In addition, analysis of differences in demographic factors on the study variables show that the employee work department, employees work experience, staff positions and staff education back The influence of landscape are the impact of employee job satisfaction four factors, and the influence is different. Finally, on the basis of the research work of A hotel employee satisfaction status analysis of the results, to provide some basis for decision making and management suggestions for A hotel to improve employee satisfaction management.

【學位授予單位】：海南大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F272.92;F719

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