建设银行柜员心理契约状况实证分析与对策

发布时间：2017-12-31 11:29

本文关键词：建设银行柜员心理契约状况实证分析与对策　出处：《吉林大学》2012年硕士论文　论文类型：学位论文

【摘要】：2001年中国加入世贸组织后促进了我国金融市场的体制大变革，市场变得更加活跃和开放，随之而来的是更加激烈的竞争。国内的几大商业银行不仅要内部竞争，还要和外资银行、投资银行、外国金融机构等抢市场份额。竞争日趋激烈的大环境下，产品和服务的的质量及水平决定了商业银行的竞争力强弱。产品和服务的质量越高，银行才更能在竞争中占据优势，服务质量和水平理所当然的成为核心竞争指标。在市场上，银行和各种金融机构之间的竞争无处不在，这些机构的员工是创造价值和提供服务的载体，银行企业在激烈的竞争中将何去何存，很大的程度上取决于这些员工。那些拥有着更具有奉献态度，更加有效率的，更加有责任感，更加有使命感员工的银行才更有机会在竞争中脱颖而出，而商业银行的员工和组织之间心理契约的实现程度很大程度上决定了他们的有效工作与否，和有没有责任感、忠诚心。柜员在银行中身处一线业务操作岗位，是银行数量最多的员工类型，尽管在银行最基层，但他们直接面向客户，为客户提供各种金融服务，是银行与客户之间的纽带，因此他们在整个银行的营销活动中起着决定性的作用。本文正是在这样的背景下，，理论与实证研究相结合，探讨建设银行柜员心理契约实现程度对银行发展和服务提升的联系，为银行人力资源管理提供一些有益的帮助。本文通过吉大图书馆及网络数据库平台收集了绝大部分论文所需的相关资料，通过回顾心理契约相关理论，在现有研究的基础上，编制调查问卷，选择合适的样本进行调查，并对收集到的数据运用科学软件SPSS进行分析。通过探讨研究结果提出了一些建议。首先通过对员工心理契约相关理论进行介绍、梳理，对建设银行的服务现状和发展现状进行描述和分析，并用员工心理契约量表对建设银行一线柜员进行调查，发现了在提升服务质量具有关键影响力的一线员工心理契约实现状况中存在的问题：一是柜员认为银行在心理契约三个维度上的有关承诺和实际情况之间的差距由大到小依次为：发展维度、交易维度、关系维度；二是建设银行一线柜员的心理契约实现程度一般。得分较低的四项分别为“公司为我制定职业生涯规划”、“公司为我提供广阔的发展空间”、“我的工作具有挑战性”和“在工作中我有机会参与决策”。其次，通过对建设银行一线柜员心理契约实现状况的分析，提出部分改善柜员心理契约实现状况，进而有助于提升建设银行服务质量的具体措施，包括：建立科学人才招聘培养体系。建设银行一线柜员认为银行在心理契约发展维度上的有关承诺和实际情况之间的差距最大，并集中表现为在“公司为我制定职业生涯规划”、“公司为我提供广阔的发展空间”两项上得分最低。为了保证柜员能够很长时期内忠诚的为企业发展服务,避免伴随着企业的发展而内部人心离散,建立合理的柜员招聘选用及培训体系至关重要。制定合理的柜员服务质量考核标准。服务质量考核标准定义是柜员为客户服务的时候所采取的服务标准，这个标准必须做到尽可能量化并且能考核。这个标准是不是科学，是不是得到大部分柜员的认同，将会影响柜员对这个标准的执行，进而影响服务的质量，直接影响客户的接受服务过程中的体验。因此，必须制定科学合理的服务质量考核标准。必须使得激励方式有效。只有认识柜员的特定需要才有可能有效实施心理契约管理。建设银行根据柜员的不同层次需求来设计包括薪酬激励、工作与成果激励等不同的激励手段，并且采用不同的激励方式来满足员工的需求，驱动员工采取公司期望的方式回报组织，以这种方式来实施心理契约管理。决策更多的让柜员参与。牵涉到分工业务以及利益直接相关的一些诸如奖励方案、绩效分配等的决策让柜员参与，让员工感受到企业对他们的信任和尊重，调动员工工作的积极性，使员工更加努力实现工作目标并且投入到工作中。
[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.

【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F832.3

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