青岛理工大学琴岛学院
Qingdao Technological University Qindao College
论文题目：青岛XXX酒店员工满意度分析
学士学位论文
UNIVERSITY DISSERTATION
培养院系：琴岛学院 经贸系 专 业：市场营销 论文作者： 学 号：2008 指导教师：
2012年5月
摘 要
酒店作为典型的服务行业，有着明显的特殊性。除了向顾客提供产品，还需要为顾客提供各种服务。顾客的满意度直接决定企业的未来发展和利润。2010年共接待入境游客1.34亿人次,实现国际旅游（外汇）收入458.14亿美元；国内旅游人数21.03亿人次，收入12579.77亿元人民币。随着旅游行业的兴起，酒店行业伴随着快速成长与激烈竞争共存。2010最新统计青岛拥有157家星级饭店，其中11家为五星级饭店。酒店行业作为典型的服务行业， 员工的满意度是企业提高顾客满意度的必要条件，也是企业实现利润的必要条件。通过员工满意度调查，企业可以对自身管理中所存在的问题进行“诊断”，进而系统地解决问题，改善企业的管理，提高生产效率、降低人员流失率。因此，科学的员工满意度调查对于提高企业管理的有效性意义重大。本文以国内外员工满意度研究为前提，以XXX酒店为实例，设计合理的问卷并进行员工满意度调查，通过科学的统计分析XXX酒店员工满意度现状。通过本文研究，给予XXX酒店针对提高员工满意度现状进行合理化改进；其次推而广之，酒店员工满意度问卷设计、影响主要因素、及发展建议对其他酒店有参考价值。
关键词：员工满意度，调查问卷，XXX酒店
ABSTRACT
Hotel as a typical service industry, has obvious particularity. In addition to supply a product to the customer, also need to provide customers with a variety of services. Customer satisfaction directly decide the future development of enterprise and profit..A total of 2010 inbound tourist 134000000 person-time, achieved international tourism income of $45814000000 ( foreign exchange ); domestic tourism 2103000000 person-time, income 1257977000000 yuan. With the rise of tourism industry, the hotel industry with the rapid development and the intense competitive coexistence. 2010 the latest statistics Qingdao has 157 Star Hotel, of which 11 for the five Star Hotel. The hotel industry as a typical service industry, employee satisfaction is the necessary condition for the enterprises to improve customer satisfaction, is the enterprise to realize the requirement of profit. Through the investigation of employee satisfaction, enterprises can own the problem existing in management of\diagnosis\then the system to solve the problem, improve enterprise management, improve production efficiency, reduce staff turnover rate. Therefore, scientific staff satisfaction survey for enterprise to improve management effectiveness of great significance. This article take the domestic and foreign research on employee satisfaction as the prerequisite to the XXX Hotel, for example, the rational design of questionnaire and investigation of employee satisfaction, through scientific statistics and analysis of the satisfaction of employees of XXX Hotel. Through this research, to improve employee satisfaction to XXX Hotel status to improve the rationalization; secondly give extended application, hotel employee satisfaction questionnaire design, main influence factors, and development suggestions on other hotel there is reference value.
KEY WORDS: employee satisfaction, questionnaire, XXX Hotel
目 录
1绪论 ...................................................................... 1 1.1背景 ................................................................... 1 1.2研究的内容、方法 ....................................................... 1 1.2.1研究的主要内容 ..................................................... 1 1.2.2研究的方法： ....................................................... 1 1.3研究员工满意度的意义 ................................................... 2 2员工满意度相关理论概述 .................................................... 4 2.1员工满意度概述 ......................................................... 4 2.2员工满意度影响因素 ..................................................... 4 2.2.1员工满意度影响因素发展概述 ......................................... 4 2.2.2本文采用的员工满意度影响因素 ....................................... 4 2.3员工满意度模型 ......................................................... 5 3XXX大酒店员工满意度分析 .................................................. 6 3.1XXX酒店的基本概述 .................................................... 6 3.1.1XXX集团 ........................................................... 6 3.1.2 XXX酒店 .......................................................... 6 3.2XXX酒店员工满意度调查 ................................................ 6 3.2.1员工满意度调查问卷设计 ............................................. 6 3.2.2调查对象基本情况分析 ............................................... 7 3.3员工满意度调查结果分析 ................................................. 8 3.3.1员工满意度调查结果数据统计 ......................................... 8 3.3.2员工满意度整体分析 ................................................. 8 3.3.3工作背景满意度分析 ................................................. 9 3.3.4工作群体满意度分析 ................................................. 9 3.3.5工作企业 ........................................................... 9 3.3.6工作本身满意度分析 ................................................. 9 3.3.7工作回报满意度分析 ................................................ 10 3.3.8调查对象对满意度分析 .............................................. 10 3.4员工满意度调查总结 .................................................... 10 4酒店员工满意度的改进策略 ................................................. 12 4.1提高员工对工作本身的满意度 ............................................ 12 4.2提高员工对工作回报的满意度 ............................................ 12 4.2.1工作的认可度 ...................................................... 12 4.2.2成长与发展 ........................................................ 12 4.2.3改善薪酬制度 ...................................................... 13 4.2.4改善晋升机制 ...................................................... 13 4.3对工作背景的满意度 .................................................... 13 4.4完善管理制度 .......................................................... 14 4.4.1人性化管理 ........................................................ 14 4.4.2重视员工的意见 .................................................... 14 4.4.3完善制度体系 ...................................................... 14
结论 ....................................................................... 15 致谢 ....................................................................... 16 参考文献 ................................................................... 17 附录一 ..................................................................... 18 附录2 ..................................................................... 23