关于欠发达地区银行员工满意度与服务竞争力的研究

A Research of Employee Satisfaction and Service Competitiveness of Banks in Less Developed Areas

随着金融体制改革步伐的加快和市场竞争的日趋激烈,银行与银行之间的竞争由银行之间的外部竞争转变为内部竞争,由客户的竞争转变为员工的竞争,员工满意度已成为决定服务竞争力的最关键因素。本文在对员工满意度的内涵、特征、功能、构成以及与服务竞争力的关系进行阐述的基础上,对欠发达地区行员工满意度现状、原因和产生的影响进行分析,并据此提出提升员工满意度的对策建议。

With the accelerated pace of financial reform and the more and more intense market competition, competition between banks has changed from external competition to internal competition, from competition of customer to that of employee, so that employee satisfaction has become the most critical factor that affects service competitiveness. Based on the description of employee satisfaction＇s features, functions, composition and its relationship between services competitiveness, this paper analyzed the status, cause and impact of employee satisfaction of ICBC brunch in less developed areas, and proposed some suggestions.