本文關(guān)鍵詞： 星級飯店 離職意向 員工滿意度 非財務(wù)績效　出處：《延邊大學》2012年碩士論文　論文類型：學位論文

【摘要】：20世紀90年代后,我國的經(jīng)濟和旅游業(yè)取得了令世人矚目的高速增長。隨著需求的多樣化、技術(shù)更新以及競爭激烈等企業(yè)環(huán)境的變化,人們對服務(wù)行業(yè)的要求也越來越高。其中,飯店業(yè)是最為突出的服務(wù)行業(yè)。據(jù)統(tǒng)計,我國目前已擁有世界上最為集中的、符合國際標準的星級飯店群。星級飯店已經(jīng)成為我國旅游產(chǎn)業(yè)中最具活力的重要生產(chǎn)力,代表我國旅游產(chǎn)業(yè)的形象。但近幾年星級飯店業(yè)遇到了制約自身發(fā)展的壁壘,其突出表現(xiàn)為人才流動的頻繁,導致飯店員工的離職率高,從而影響飯店績效。員工是構(gòu)成飯店的基石。員工對組織的滿足與否直接影響到其自身的運營管理,決定飯店能否穩(wěn)定持續(xù)的發(fā)展。因此,要想留住員工,飯店經(jīng)營者就必須了解員工的心理需求和思想動態(tài),并提高員工的滿意度,減少員工離職,最終實現(xiàn)飯店績效的提升。 提高企業(yè)績效是每個企業(yè)的最終目標,因此,研究企業(yè)績效評價理論是各企業(yè)經(jīng)營者和學者一直關(guān)注的課題。企業(yè)績效評價包括財務(wù)績效和非財務(wù)績效評價兩種。本論文主要針對星級飯店員工滿意度對非財務(wù)績效的影響進行了分析。 首先,本文根據(jù)星級飯店員工滿意度的五個構(gòu)成維度：薪酬與待遇、環(huán)境與群體、考評與激勵、工作與培訓、領(lǐng)導與管理,設(shè)計出調(diào)查問卷,以延邊地區(qū)的國際飯店、大宗飯店、白山大廈、翔宇大酒店等四家星級飯店的員工作為研究對象進行了問卷調(diào)查,通過調(diào)查了解到延邊星級飯店員工的基本信息。然后,利用SPSS17.0統(tǒng)計軟件對調(diào)查問卷進行了描述性分析、因子分析將影響飯店員工滿意度的五個維度歸納為三個,即工作環(huán)境與內(nèi)容、考評與薪酬、領(lǐng)導與管理,并以員工的離職意向作為中間變量,通過相關(guān)分析得出了飯店員工滿意度的各個維度與離職意向、非財務(wù)績效的相關(guān)性以及員工滿意度各項維度的權(quán)重大小。最后在實證分析結(jié)果的基礎(chǔ)上,提出了提升延邊星級飯店員工滿意度與非財務(wù)績效的對策建議。
[Abstract]:Since 1990s, China's economy and tourism have made remarkable rapid growth. With the diversification of demand, technological renewal, fierce competition and other changes in the business environment, Among them, the hotel industry is the most prominent service industry. According to statistics, China now has the most concentrated in the world. Star hotels have become the most dynamic and important productive forces in the tourism industry of our country, and represent the image of the tourism industry of our country. But in recent years, the star-rated hotel industry has met the barrier of restricting its own development. Its outstanding performance is the frequent flow of talents, which leads to the high turnover rate of hotel staff, thus affecting hotel performance. The staff is the cornerstone of the hotel. Whether the employees are satisfied with the organization directly affects their own operation and management. Therefore, in order to retain the staff, the hotel operator must understand the psychological needs and ideological trends of the staff, improve the satisfaction of the staff, reduce the turnover of the staff, and finally achieve the hotel performance improvement. Improving enterprise performance is the ultimate goal of every enterprise, therefore, The research on the theory of enterprise performance evaluation is always concerned by managers and scholars. Enterprise performance evaluation includes financial performance evaluation and non-financial performance evaluation. This paper mainly focuses on employee satisfaction and non-financial performance in star-rated hotels. The impact of service performance is analyzed. First of all, according to the five dimensions of employee satisfaction: salary and treatment, environment and group, evaluation and incentive, work and training, leadership and management, this paper designs a questionnaire to the international hotel in Yanbian area. The staff of four star hotels, such as large hotels, Baishan Tower, Xiangyu Hotel, etc., were investigated by questionnaire, and the basic information of Yanbian star hotel staff was obtained through the investigation. Then, A descriptive analysis of the questionnaire is carried out by using the SPSS17.0 statistical software. The factor analysis concludes the five dimensions that affect hotel employee satisfaction into three dimensions, namely, work environment and content, evaluation and compensation, leadership and management. And with employee turnover intention as the intermediate variable, through the analysis of the hotel staff satisfaction of each dimension and turnover intention, The correlation of non-financial performance and the weight of employee satisfaction. Finally, based on the results of empirical analysis, the countermeasures and suggestions to improve the employee satisfaction and non-financial performance of star-rated hotels in Yanbian are put forward.
【學位授予單位】：延邊大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F719;F272.92;F224

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