【作者】 胡振华；

【导师】 陆晓芳；

【作者基本信息】 吉林大学 ， 工商管理， 2013， 硕士

【副题名】以中国交通银行S分行为例

【摘要】 在经济大发展的背景下，作为实体经济重要支撑的银行业亦驶入了发展的快车道。银行业总体资产不断扩大，截至2012年，银行金融机构总资产达到131.27万亿元。银行业整体发展不断升温的同时，带来的是银行业竞争的不断加剧和银行业结构的变化，以往国有商业银行体系占据银行业的主导地位，但随着金融市场化改革的不断推荐，城市商业银行快速发展，国有商业银行的主导地位不断下降。外资银行的进入以及利率市场化改革的不断深入使得整个银行业特别是国有银行发展面临巨大跳帧，应对挑战的核心在于服务绩效提升。本研究立足于银行业发展实际，从银行员工服务绩效问题出发，逐步引入员工敬业度和服务氛围两大构念，系统梳理相关研究文献，找出已有研究的贡献与不足，在文献述评的基础上构建起“服务氛围—员工敬业度—服务绩效”的研究概念模型，结合作者工作实际情况，采取问卷调查方法，采集中国交通银行S分行的员工样本数据，并以此开展实证分析，最终结合实证分析结果为中国交通银行S分行的员工服务绩效提升提供切实可行的指导策略。并在研究不足的基础上提出未来研究展望。研究主要结论如下：一是商业银行应对竞争的关键在于服务绩效提升；二是服务的主体是员工，员工敬业度将决定员工服务绩效；三是服务氛围是影响员工敬业度的重要因素；四是中国交通银行S分行服务绩效提升可从四大方面发力，具体包括转变发展观念、加快提升服务绩效，加强员工管理、提升员工敬业度，重视组织文化建设、形成良好服务氛围和培养系统思维、实施创新驱动发展战略等。总体而言，中国交通银行S分行要以员工为核心，以服务氛围为着重点，结合学习和创新策略，通过员工敬业度实现服务绩效提升，最终实现竞争力的全面增强。未来研究可以在概念测量、样本选择、纵向案例研究和控制变量分析等方面加以深化。更多还原

【Abstract】 Under the background of economic development, as an important support of the realeconomy, Banks are entering the fast lane of development. Banking sector is constantlyexpanding overall assets, by the end of2012, total assets reached131.27trillion yuan bankfinancial institutions. Banking industry overall development of growing at the same time,with increasing competition in the banking industry and banking structure changes, the pastsystem of state-owned commercial Banks to dominate the banking sector, but as the financialmarketization reform of recommendation, city commercial bank develops rapidly, and thedominance of state-owned commercial Banks is declining. Foreign bank entry and thedeepening of the market-based reform of interest rates make the banking sector, especiallythe rise of state-owned Banks, facing huge jump frame, the challenge is at the heart ofservice performance improvement.Based on actual banking development, this study set out from the bank employeeservice performance problems, to phase in employee engagement and service atmosphereconstruct, system combing related research literature, find out the contribution anddeficiency existing research, on the basis of literature review to build up the atmosphere of"service climate-employee engagement-service performance" of the concept model, in combination with the practical situation of author’s work, adopts the method of questionnairesurvey, China bank of communications branch S as sample data, and to carry out empiricalanalysis, finally combining the empirical analysis results for the China bank ofcommunications branch S service performance improvement provides practical guidancestrategy. And on the basis of the research puts forward the future research prospects.Main research conclusions are as follows: First, the commercial Banks to cope with thecompetition is the key to service performance improvement; Second, the main part of theservice is the staff, the employee engagement will determine whether the employee serviceperformance; Third, the service atmosphere is the important factors that affect employeeengagement; Fourth, the China bank of communications branch S service performanceimprovement can be from four aspects, including changing the concept of development,speed up the upgrade service performance, in order to strengthen the management ofemployees, improve employee engagement, attaches great importance to the construction oforganizational culture, form good service atmosphere and culture systems thinking andimplement the development strategy of innovation drive, etc. Overall, the China bank ofcommunications branch S to take employees as the core, to serve the atmosphere for the key,combination of learning and innovation strategy, and performance improvement throughemployee engagement to achieve service, the realization of ultimate competitivecomprehensive enhancement. Future research can be measured in the concept, sampleselection, longitudinal case study analysis of such aspects as deepening and control variables.更多还原