银行柜员工作压力对工作绩效的影响研究

发布时间：2018-03-12 21:25

本文选题：银行柜员　切入点：工作压力　出处：《江西农业大学》2012年硕士论文　论文类型：学位论文

【摘要】：银行业是我国经济社会发展的重要行业,其正在向市场化、网络化和国际化的方向发展。这要求银行从业人员,尤其是柜员具有与时俱进的知识技术,提供更加方便快捷的金融产品和工具。他们对外代表着银行形象和文化,直接与大量客户接触,其工作态度和质量直接影响客户满意度,影响组织的发展。因此,在办理业务时遇到刁蛮的客户,柜员不能与客户发生争执,要耐心微笑服务；对内,柜员肩负着重要的业务经营责任,面临严格的晋升制度,且每天机械性地做着重复的工作,让柜员感觉到单调乏味,缺乏工作激情。以上各方面的原因都在不同程度上给柜员带来压力,这些压力长年下去得不到释放,从而给柜员个人带来生理、心理和身体上的影响,影响个人和组织绩效,损害企业利益。因此,基于上述原因,研究银行柜员工作压力对工作绩效的影响则有着重要意义。本文通过对相关文献的研究,以南昌地区的国有商业银行柜员作为研究对象。首先,作者设计了《银行柜员工作压力对工作绩效的影响问卷》,包括个人基本信息、工作压力的来源、工作绩效三部分,并运用SPSS17.0软件对问卷数据进行统计分析。因子分析结果发现,柜员的工作压力主要来自六个方面：工作任务压力、工作角色压力、人际关系压力、职业发展压力、组织结构和组织倾向压力、家庭和社会同工作相互作用压力；工作绩效来自两个方面：任务绩效和关系绩效。其次,将不同个体属性特征作为中介变量,分析了其对工作压力与工作绩效关系的影响。最后,分析了工作压力及其各维度与绩效及其各维度的相关性,得出如下研究结论：第一,工作任务压力在婚姻、年龄和工龄上存在显著差异；工作角色压力在不同年龄段上有显著差异；人际关系压力在工龄上有显著差异；家庭和社会与工作相互作用压力在婚姻、年龄、学历、工龄上有显著差异；总体工作压力在年龄、工龄上存在显著差异；另外,任务绩效在婚姻方面有显著差异；关系绩效、总体工作绩效均在年龄上有显著差异。第二,总体工作压力与任务绩效相关性不显著,但其相关系数为负,总体工作压力与关系绩效和总体工作绩效都显著负相关。第三,工作任务压力及工作角色压力对任务绩效有显著的负向影响。人际关系压力和职业发展压力对任务绩效有显著的正向影响；工作角色压力、组织结构和组织倾向压力对关系绩效有负向影响。人际关系压力对关系绩效有正向影响；工作角色压力、组织结构和组织倾向压力对总体工作绩效有负向影响,且工作角色压力的负向影响程度更大。人际关系压力和职业发展压力对总体工作绩效有正向影响。工作任务压力、家庭和社会与工作相互作用压力两个变量没有进入总体工作绩效回归模型,但其回归系数为负,这也与相关分析结果是一致的。基于以上研究结论,本文提出了改善柜员工作压力的一些建议和对后续研究的展望。提出的建议包括：优化临柜业务流程,缓解柜员工作角色压力；调节职业发展压力,提升柜员工作绩效；加强组织文化建设,妥善处理人际关系压力；完善考核激励制度,提升组织内部工作效能；加强柜员技能培训,缓解柜员工作任务压力；关注家庭社会因素,体现组织人文关怀；在后续研究方面,可扩大研究样本和范围,选择更加全面的变量作为中间变量,设计更加完善合理的问卷进行研究。
[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.

【学位授予单位】：江西农业大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F832.3

【参考文献】