延边星级饭店员工满意度与非财务绩效的实证研究

发布时间：2018-02-21 20:30

本文关键词： 星级饭店离职意向员工满意度非财务绩效　出处：《延边大学》2012年硕士论文　论文类型：学位论文

【摘要】：20世纪90年代后,我国的经济和旅游业取得了令世人瞩目的高速增长。随着需求的多样化、技术更新以及竞争激烈等企业环境的变化,人们对服务行业的要求也越来越高。其中,饭店业是最为突出的服务行业。据统计,我国目前已拥有世界上最为集中的、符合国际标准的星级饭店群。星级饭店已经成为我国旅游产业中最具活力的重要生产力,代表我国旅游产业的形象。但近几年星级饭店业遇到了制约自身发展的壁垒,其突出表现为人才流动的频繁,导致饭店员工的离职率高,从而影响饭店绩效。员工是构成饭店的基石。员工对组织的满足与否直接影响到其自身的运营管理,决定饭店能否稳定持续的发展。因此,要想留住员工,饭店经营者就必须了解员工的心理需求和思想动态,并提高员工的满意度,减少员工离职,最终实现饭店绩效的提升。提高企业绩效是每个企业的最终目标,因此,研究企业绩效评价理论是各企业经营者和学者一直关注的课题。企业绩效评价包括财务绩效和非财务绩效评价两种。本论文主要针对星级饭店员工满意度对非财务绩效的影响进行了分析。首先,本文根据星级饭店员工满意度的五个构成维度：薪酬与待遇、环境与群体、考评与激励、工作与培训、领导与管理,设计出调查问卷,以延边地区的国际饭店、大宗饭店、白山大厦、翔宇大酒店等四家星级饭店的员工作为研究对象进行了问卷调查,通过调查了解到延边星级饭店员工的基本信息。然后,利用SPSS17.0统计软件对调查问卷进行了描述性分析、因子分析将影响饭店员工满意度的五个维度归纳为三个,即工作环境与内容、考评与薪酬、领导与管理,并以员工的离职意向作为中间变量,通过相关分析得出了饭店员工满意度的各个维度与离职意向、非财务绩效的相关性以及员工满意度各项维度的权重大小。最后在实证分析结果的基础上,提出了提升延边星级饭店员工满意度与非财务绩效的对策建议。
[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.
【学位授予单位】：延边大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F719;F272.92;F224

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