员工满意度、忠诚度与期望之间的关系研究

本科学生毕业论文教务处制题目：《员工满意度、期望与员工忠诚度之间的关系研究——以A市几家中等规模超市为例》系别：专业：年级：姓名：学号：指导教师：第1页员工满意度、期望与员工忠诚度之间的关系研究——以A市几家中等规模超市为例摘要由于首个大型超市即将入驻A市，势必会对本市原有几家中等规模超市带来巨大的冲击。它在影响超市营业额的同时，也将有可能引起超市员工的流动，造成一定的损失，更有可能影响超市未来的竞争发展，直接威胁到超市的生存。在这样的激烈竞争环境下，如何留住人心，如何让员工满意，使员工忠诚，是企业迫切需要探讨和解决的问题。因此，本研究运用问卷调查、访谈以及相关分析等方法，探讨企业中员工满意度、员工期望与忠诚度的相关关系，以及员工属性对工作满意度、期望、忠诚度的影响。得出了员工满意度与员工忠诚度呈正相关关系，员工期望与员工满意度呈负相关关系，员工属性在工作满意度、期望、忠诚度上有差异三个结论。同时根据研究结果对企业提出了建立员工激励机制、帮助员工进行职业规划、经济效益与绩效挂钩、合理管理员工期望等几项提高员工满意度和忠诚度的措施，为企业人力资源管理实际工作提供了一定的指导，从而提高员工的满意度和忠诚度，充分发挥其能动性为企业服务。关键词：满意度，忠诚度，期望第2页EMPLOYEESATISFACTIONEXPECTATIONSANDTHERELATIONSHIPBETWEENEMPLOYEELOYALTY——ACASESTUDAYOFACITYABOUTSEVERALMEDIUM-SIZEDSUPERMARKETSAbstractAsthefirstlargesupermarketswillsoonsettledinAcity,boundtohaveseveralmedium-sizedsupermarketsahugeimpact.Itwillaffecttheturnoverofthesupermarket,atthesametime,itwilllikelytocausetheflowofsupermarketemployee,resultinginsomeloss,andmorelikelytoaffectthefuturedevelopmentofcompetitioninthesupermarketwithadirectthreattothesurvivalofthesupermarket.Insuchafiercecompetitionenvironment,howtokeeppeople,howtomakeemployeesatisfactionandloyaltyistheproblemurgentlyneededtobediscussedandsolved.Therefore,thisstudyusingquestionnaire,interviewandrelatedanalysis,exploringtheenterpriseemployeesatisfaction,employeeofthecorrelationbetweenexpectationsandloyalty,andthestaffattributesonjobsatisfaction,expectationsofloyalty.Thisstudyhasbeendrewthreeconclusions,employeesatisfactionandemployeeloyaltyarepositivelyrelated,employeeexpectationsandemployeesatisfactionnegativelyrelated,staffattributeinjobsatisfaction,expectationsandloyaltyaredifferent.Meanwhile,accordingtotheresultsofthestudy，totheenterprisehasproposedestablishingemployeesincentivemechanism,tohelpemployees'careerplanning,economicbenefitandperformancehook,reasonablemanagementemployeeexpectationsinseveralimproveemployeesatisfactionandloyaltymeasureforenterprisehumanresourcesmanagementisactualworkprovidesacertainguidance.Soastoimproveemployeesatisfactionandloyalty,givefullplaytotheinitiativeforenterpriseservice.Keywords:satisfaction,loyalty,expectation第3页目录1绪论·································61.1研究背景和意义·························61.2研究目的····························62文献综述及研究假设··························72.1员工满意度的相关研究······················72.1.1员工满意度的界定······················72.1.2员工满意度维度研究·····················72.1.3员工满意度的测量······················82.2员工忠诚度的相关研究······················82.2.1员工忠诚的涵义·······················82.2.2影响员工忠诚的因素·····················92.2.3员工忠诚的测量·······················92.3员工期望理论相关研究·······················102.4员工满意度、期望理论和员工忠诚度的关系研究············102.4.1员工满意度与忠诚度的关系··················102.4.2员工期望与员工满意度的关系·················112.4.3员工满意度、期望和员工忠诚度的关系·············113研究方法·······························123.1研究方法····························123.1.1本研究运用的研究方法····················123.1.2技术路径··························123.2问卷设计和数据资料获取·····················123.2.1问卷构成及测量项目·····················123.2.2问卷发放和回收情况·····················133.3预试问卷样本的描述性统计和信效度检验··············133.3.1预试问卷样本的描述性统计··················133.3.2预试问卷样本的效度检验···················143.3.3预试问卷样本的信度检验···················14第4页4实证研究及统计分析·························164.1样本基本信息分析························164.1.1女性员工比男性员工多····················164.1.2年龄结构年轻化·······················164.1.3员工学历普遍偏低······················164.1.4按岗位定薪酬························174.1.5入职方式以外部招聘和他人介绍为主··············174.1.6员工流动率较大·······················184.2人口统计变量对各研究变量的影响结果···············184.2.1性别对各研究变量的影响···················184.2.2年龄对各研究变量的影响···················194.2.3受教育程度对各研究变量的影响················204.2.4职位对各研究变量的影响···················214.2.5进入超市的方式对各研究变量的影响··············224.2.6入职年限对各变量的影响···················234.3员工满意度、忠诚度、期望的量表分析···············244.3.1员工满意度量表分析·····················244.3.2员工忠诚度量表分析·····················254.3.3员工期望量表分析······················254.3.4三个变量间的相关性·····················265研究结论及建议···························285.1总体结果分析···························285.1.1员工满意度方面·······················285.1.2员工忠诚度方面·······················285.1.3员工期望方面························285.2建议······························285.2.1员工满意度培养策略·····················295.2.2员工忠诚度的培养······················295.2.3合理管理员工期望······················29第5页结语·································30致谢·································31参考文献································32附录·································33外文资料翻译（附原文）·························35（一）英文资料翻译·························35（二）英文资料原文·························36第6页第一章绪论1.1研究背景和意义员工忠诚是企业生存的基石，是企业发展的核心竞争力的象征。员工对企业的忠诚度是关系到企业能否获得持续性发展的大事。人们普遍认为，员工满意度越高，员工忠诚度就越高。但大量的实践显示，员工满意度与员工忠诚度的关系并非这么简单。而员工满意度和员工期望作为影响员工忠诚度的重要因素，越来越多的引起企业界和学术界的关注。在实践中，企业还没有把员工满意度、期望和员工忠诚度放在一起操作的现成模型，而且学术界将这三个变量放在一起研究的成果并不多。因此，本研究以解决企业实际问题为出发点，以A市几家中等规模超市员工为研究对象，进行员工满意度、期望与员工忠诚度之间的关系研究。1.2研究目的由于首个大型超市即将入驻A市，势必会对本市原有几家中等规模超市带来巨大的冲击。它在影响超市营业额的同时，也将有可能引起超市员工的流动，造成一定的损失，更有可能影响超市未来的竞争发展，直接威胁到超市的生存。在这样的激烈竞争环境下，如何留住人心，如何让员工满意，使员工忠诚，是企业迫切需要探讨和解决的问题。因此，有必要通过系统的研究，揭示员工的满意度、期望及员工忠诚度对企业留住员工的影响，并根据实证研究的结果，提出一些提高员工工作满意度和忠诚度的措施，为超市人力资源管理实际工作提供一定的指