摘要随着我国金融业对外开放，外资银行争相进入在华市场争夺市场份额。相较于国有金融企业，这些外资银行大多拥有更加丰富的财力资源、更加灵活的管理机制和更加先进的管理理念。因此，国有金融企业需要全面借鉴并吸收领先的管理理念和企业文化，提高驾驭市场的能力。实际上，由于外资银行先进的管理制度、丰厚的薪酬福利待遇以及较为公平的晋升机制吸引，导致国有商业银行出现大量员工跳槽外资银行的情况，这也是其员工离职率愈加增高的重要原因，人员的严重缺乏，必然会使得国有商业银行的发展受到限制。银行业属于服务行业，面对大众的个人金融业务和面对企业和政府的公司金融业务的发展都离不开银行员工专业、热情、耐心的服务。面对竞争口益激烈的金融市场，尽可能多的获得客户、赢得客户始终是银行人追求的目标。要实现客户更好的体验，必然需要依赖于银行员工良好的服务质量与服务水平，而服务的质量高低则银行员工的工作态度，最终可落脚归功于银行员工自身所具有的对工作的满意度。本文以工商银行L支行网点员工作为研究对象，通过对部分员工面对面访谈和面向全部网点员工的问卷调查了解该支行网点员工工作满意度现状，参考文献资料，结合相关理论，依据问卷调查展开数据分析，拟从工作本身、工作回报与发展、领导管理、工作环境与背景、工作关系、企业整体等角度找出问题、发现问题，进而提出对策和建议以改善现状，提高该行网点员工满意度，激发员工的潜在积极性和创造力。关键词：L支行；网点员工；工作满意度；问卷调查AbstractWiththeopeningofChina'sfinancialindustrytotheoutsideworld,foreignbanksarescramblingtocompeteformarketshareintheChinesemarket.Comparedwithstate-ownedfinancialenterprises,mostoftheseforeignbankshavericherfinancialresources,moreflexiblemanagementmechanismandmoreadvancedmanagementconcepts.Therefore,thestate-ownedfinancialenterprisesneedtolearnfromandabsorbtheleadingmanagementconceptsandcorporateculturetoimprovetheabilitytocontrolthemarket.Infact,duetoattractforeignbanksadvancedmanagementsystem,richsalaryandpromotionmechanismisfair,leadingtotheemergenceofalargenumberofstate-ownedcommercialbankemployeesofforeignbanks,whichisalsoanimportantreasonfortheemployeeturnoverrateismorehigher,peopleareseriouslylacking,isboundtomakethedevelopmentofthestate-ownedcommercialbanklimited.Thebankingindustryisaserviceindustry.Facingthemasspersonalfinancialbusinessandthedevelopmentofcorporatefinancebusiness,itisinseparablefromtheprofessional,enthusiasticandpatientservicesofbankemployees.Facingthefinancialmarketwithfiercecompetition,itisalwaysthegoalofthebanktogetasmanycustomersaspossibleandwincustomersasmuchaspossible.Toachievebettercustomerexperience,itisnecessarytorelyonthegoodservicequalityandservicelevelofbankemployees,andthequalityofserviceisultimatelyattributedtothesatisfactionoftheemployeesthemselves.Inthispaper,theindustrialandCommercialBankofLbranchnetworkstaffastheresearchobject,throughthepartofthestaffface-to-faceinterviewsandquestionnairesforallnetworkstafftounderstandthestatusofjobsatisfactionofthebranchnetwork,referencedata,combinedwiththetheory,onthebasisofsurveydataanalysis,proposedfromtheworkitself,workreturnanddevelopment,leadershipandmanagementtheworkingenvironment,andthebackground,workingrelationship,enterpriseoverallperspectivetoidentifyproblemsandfoundproblems,andputforwardsomecountermeasuresandsuggestionstoimprovethesituation,improvethenetworkofemployeesatisfaction,thepotentialtostimulatetheenthusiasmandcreativityofemployees.Keywords:Lbranch;Staffatthegrass-rootsbranch;Jobsatisfaction;Questionnairesurvey目录摘要..........................................
