海南省A酒店员工满意度的调查分析与对策建议

发布时间：2018-01-17 20:29

本文关键词：海南省A酒店员工满意度的调查分析与对策建议　出处：《海南大学》2014年硕士论文　论文类型：学位论文

【摘要】：人力资源是酒店业日常管理中非常重要的部分,而员工满意度管理又是衡量人力资源管理好坏的重要指标。酒店业属于劳动密集型和服务型产业,员工是酒店正常运行的重要支柱,另外,酒店的产品是以员工为载体,其价值是通过员工来实现和增值的,因此,员工工作满意度研究对酒店来说是非常有必要的。本文通过了解海南省A酒店员工管理现状,并探讨不同部门、员工的文化背景等影响因素对员工工作满意度造成的差异,达到了解海南省A酒店员工工作满意度现状以及影响其工作满意的因素。本文在对现有员工工作满意度概念、相关理论、影响因素的相关文献的整理、分析及总结的基础上,结合海南省三亚市A酒店的员工管理实际情况,采用修改后的JDI调查问卷对A酒店员工工作满意度现状进行调查分析。对A酒店员工发放了200份调查问卷,其中有效问卷190份,问卷有效率达到95%。通过对A酒店员工工作满意度调查所收集的数据进行信度和效度分析,得出本文研究所需的有效员工工作满意度影响因子,并对各研究变量进行描述性统计及各人口统计因素在各研究变量上的差异分析。研究结果表明：A酒店员工工作满意度各影响因子中,对客关系满意度因子平均值最高,这说明A酒店员工的服务质量和工作主动性等均达到较高水平,且员工对酒店的产品和服务认可度较高,此外,与顾客之间的关系也比较融洽。其次,员工对A酒店的整体满意度平均值相对较高,这说明A酒店员工比较认可该酒店,会以饱满的热情投入到工作中,以高标准为顾客提供服务。对A酒店员工工作满意度会产生影响的A酒店内部人际关系满意度和工作回报满意度两因子均相对较低,这说明A酒店员工之间的人际关系管理存在一定问题,并且员工对其因工作付出所得到的回报并不满意。此外,人口统计因素对各研究变量的差异分析表明,员工工作部门、员工工作年限、员工职位和员工受教育背景均对影响员工工作满意度的四个影响因子产生影响,且影响程度各不相同。最后,依据对A酒店员工工作满意度现状所进行的调查分析结果,为A酒店提升员工工作满意度的管理提供一些决策依据和管理建议。
[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.

【学位授予单位】：海南大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F719

【参考文献】