本科畢業(yè)論文設(shè)計(jì)，主研方向：人力資源管理專業(yè)——員工滿意度模塊，共41頁，4000余字，知名大學(xué)優(yōu)秀畢業(yè)生論文（原創(chuàng)），商學(xué)院人力資源管理本科.


中文摘要

隨著市場競爭日趨激烈, 企業(yè)都認(rèn)識到顧客滿意度是企業(yè)生存的前提和保障, 然而顧客滿意倚重企業(yè)提供的服務(wù)。無論服務(wù)理念如何更新, 方式如何變化, 服務(wù)的主體始終不變, 那就是企業(yè)的員工, 只有滿意的員工才能創(chuàng)造出滿意的顧客。企業(yè)想獲得更多利潤, 提高客戶滿意度, 必須從源頭抓起, 更多關(guān)注員工利益, 提高員工滿意度。
眾所周知，員工的滿意度高低，決定了員工工作的積極性并且間接地影響到員工的工作質(zhì)量和工作效率，如果員工的滿意度很低則會給企業(yè)帶來很嚴(yán)重的影響。如服務(wù)質(zhì)量下降、客源流失、針對員工流動(dòng)的替換與培訓(xùn)成本加大等。最終導(dǎo)致管理質(zhì)量和服務(wù)質(zhì)量的不穩(wěn)定，企業(yè)在市場上競爭乏力，不利于企業(yè)的發(fā)展。如何對員工進(jìn)行有效地管理，使員工能夠保持一定的滿意程度，成為飯店行業(yè)首要關(guān)注的問題。
本文在綜述前人對員工滿意度的影響因素的理論分析基礎(chǔ)上，主要從人力資源管理方面，采用理論研究和實(shí)證研究相結(jié)合的方法，分析并闡述了影響員工滿意度的因素。針對影響員工滿意度的可能因素進(jìn)行量表的設(shè)計(jì)，并以長春市飯店的員工為研究對象。
為了查明飯店員工的滿意度的可能影響因素，我們對在職員工進(jìn)行了問卷調(diào)查，并對調(diào)查結(jié)果進(jìn)行了認(rèn)真詳細(xì)地統(tǒng)計(jì)分析，揭示了影響員工滿意度的因素。指出了飯店員工滿意度度低的直接原因主要是工作回報(bào)差，深層原因主要是飯店經(jīng)營者的觀念落后、人力資源管理力量薄弱、人力資源管理水平低下、相關(guān)制度不健全，并從飯店的招聘制度、報(bào)酬制度、用人制度、績效管理發(fā)展環(huán)境、企業(yè)文化等方面探討如何控制飯店員工的流動(dòng)以及如何核心員工的滿意度。

關(guān)鍵詞：員工滿意度；影響因素；對策

Abstract

As market competition becomes increasingly fierce, the enterprise are all aware of the customer satisfaction is the premise and guarantee enterprise existence, however customer satisfaction provide services rely on enterprise. No matter how update service concept, the way how to change the subject unchanged, service, it is enterprise's employees, only satisfying employee to create satisfied customers. Enterprise wants to obtain more profits, improve customer satisfaction, must from source, pay more attention to the employees grab interests and improve employee.
The restaurants in ChangChun, which are the thesis’s object, have the serious problem of employee turnover, too. As we all know, the employee turnover in a normal rate is helpful for hotels to develop itself, but the excessive employee turnover is harmful. One of the biggest challenges what the most managers face is that of decreasing the rate of the employee’s turnover effectively.
In this paper, the author starts from the theory to list the concept, factors and main models of employee turnover. Secondly, the author analyzes the opportunities, the threats, the advantages and the weakness facing the restaurants in ChangChun, and also illustrates the present situation and the negative effect of the excessive employee turnover.
To find out the reasons of the problem, and makes surveys on the job satisfaction and the post-decision accommodation by questionnaires to collect data. Then the author analyzes the data by the methods of statistical analysis, and point out the direct reason of the problem is that of the poor work rewards. However, the backward concept in the leader’s mind and the poor human resources management etc. are the essentialreasons.

Key words:   Employee satisfaction ; factors;  countermeasures

目 錄

第1章 緒  論 1
第1節(jié) 問題的提出 1
第2節(jié) 研究的意義 2
第3節(jié) 研究內(nèi)容及思路 3
第2章 飯店員工滿意度研究綜述 6
第1節(jié)  員工滿意度的定義研究 6
第2節(jié) 員工滿意度的影響因素理論 7
第3節(jié) 國內(nèi)外理論的比較 11
第3章 員工滿意度影響因素的調(diào)查分析 13
第1節(jié) 調(diào)查目的 13
第2節(jié) 調(diào)查問卷的設(shè)計(jì)與樣本情況 13
第3節(jié) 員工滿意度調(diào)查結(jié)果與分析 14
結(jié)論及建議 25
致    謝 28
參考文獻(xiàn) 29
附錄 32