I 摘要 交通建设是我国的基础产业，是经济发展的先行行业，高速公路是交通建设的重要 组成部分。我国的高速公路建设在改革开放的四十年间迅猛发展，截至 2018 年底，我 国已经通行的高速公路总里程已超过 14 万公里，而 GDP 排名中等的江西省，其高速公 路通车里程高达 6100 公里，全国排名前十，发达的高速路网促进了区域内和区域间的 经济联系，刺激了沿线地区的经济繁荣与发展，对区域经济发展和空间格局演化具有重 要作用。 现代管理学之父彼得德鲁克曾经说过，“真正控制资源和决定性的生产要素既不 是资本，也不是土地或劳动力，而是知识”，人才正是知识的载体，是高速公路运营企 业发展的根本。高速公路运营管理企业之间的竞争归根结底是各个企业中人才多少的竞 争，而员工满意度正是影响人才去留的关键所在，决定员工是否能将自身价值的实现和 为企业创造价值有机结合起来，进而影响着企业的效率、生产力和竞争力。因此，对于 肩负创造社会与经济效益任务的高速运管企业而言，了解并提升相关员工满意度，对提 升该行业的整体服务水平与社会形象都取到十分重要的作用，而这也正是目前极为重要 的社会焦点问题。 本文首先在参考国内外相关研究及相关基础理论的基础上，对影响其满意度的主要 因素进行分析分类，进而构筑相应的指标体系。再根据管养路段最长职工人数最多的江 西高速运营管理企业——抚州管理中心的员工满意度现状，开展相关的员工满意度问卷 调查。然后根据得到的调查结果，通过描述性分析分析、因子分析、差异性分析、线性 回归分析进行实证分析。最后根据数据分析结果分别从工作内容、薪酬福利、职业发展、 员工参与的角度，提出可以增强该中心员工满意度的主要策略。进而提高员工的工作积 极性，提升中心绩效管理水平，给该中心的人力资源管理乃至企业管理提供一定的帮助， 此外对企业的整体效率提升以及发展，都有着一定的促进作用和借鉴意义。 关键词，员工满意度；高速公路运营管理企业；调查问卷；人力资源管理Abstract Abstract Traffic construction is the basic industry of our country and the pioneer industry of economic development. Expressway is an important part of traffic construction. China's highway construction has developed rapidly in the past 40 years of reform and opening up. By the end of 2018, the total mileage of the highway in China has exceeded 140,000 kilometers, while Jiangxi Province, which ranks middle in GDP, has a highway mileage of 6,100 kilometers, ranking the top ten in the country. The developed highway network promotes economic links within and among regions, and stimulates the areas along the highway. Economic prosperity and development play an important role in regional economic development and spatial pattern evolution. Peter F. Drucker, the father of modern management, once said, The real control of resources and decisive factors of production is neither capital nor land or labor, but knowledge. Talents are the carrier of knowledge and the foundation of the development of expressway operation enterprises. In the final analysis, the competition among expressway operation and management enterprises is the competition of the number of talents in each enterprise. Employee satisfaction is the key to influencing the retention of talents. It decides whether employees can organically combine the realization of their own value with the creation of value for enterprises, and then affects the efficiency, productivity and competitiveness of enterprises. Therefore, for the high-speed transportation management enterprises, which shoulder the task of creating social and economic benefits, it is very important to understand and enhance the satisfaction of the relevant employees to improve the overall level of service and social image of the industry, which is also a very important social focus at present. Firstly, on the basis of referring to relevant research and basic theory at home and abroad, this paper analyses and classifies the main factors affecting their satisfaction, and then constructs the corresponding index system. Then, according to the current situation of employee satisfaction of Fuzhou Management Center, the Jiangxi high-speed operation and management enterprise with the longest number of employees in the management and maintenance section, a questionnaire survey on employee satisfaction was carried out. Then according to the survey results, the empirical analysis is carried out through descriptive analysis, factor analysis, difference analysis and linear regression analysis. Finally, according to the results of data analysis, from the perspectives of job content, salary and welfare, career development and employee participation, the main strategies to enhance employee satisfaction in the center are put forward. Furthermore, it can improve the staff's work enthusiasm, improve the performance management level of the center, and provide some help to the human resource management and even enterprise management of the center. In addition,Abstract III it has a certain role in promoting the overall efficiency and development of the enterprise. Key Words: employee satisfaction; expressway operation and management enterprises; questionnaire; human resource management目录 目录 第 1 章 绪论............................................................1 1.1 研究背景及意义...................................................................................................1 1.1.1 研究背景.......................................................................................................................1 1.1.2 研究意义.......................................................................................................................1 1.2 国内外研究现状...................................................................................................2 1.2.1 国外研究现状...............................................................................................................2 1.2.2 国内研究现状...............................................................................................................3 1.2.3 国内外研究现状综述...................................................................................................5 1.3 研究内容和方法...................................................................................................6 1.3.1 研究内容.......................................................................................................................6 1.3.2 研究方法.......................................................................................................................7 第 2 章 相关概念与理论基础..............................................8 2.1 员工满意度的概念...............................................................................................8 2.2 员工满意度的基本理论.......................................................................................9 2.2.1 需求层次理论...............................................................................................................9 2.2.2 双因素理论.................................................................................................................12 2.3 员工满意度的测评方法.....................................................................................13 2.3.1 员工满意度的测量方法.............................................................................................13 2.3.2 员工满意度的测量工具.............................................................................................14 第 3 章 抚州管理中心员工满意度现状调查与分析...........................17 3.1 抚州管理中心简介及人力资源现状.................................................................17 3.1.1 抚州管理中心简介.....................................................................................................17 3.1.2 抚州管理中心人力资源状况.....................................................................................18 3.1.3 员工管理现状.............................................................................................................24 3.2 员工满意度调查方案.........................................................................................27 3.2.1 调查问卷设计.............................................................................................................27 3.2.2 调查实施................................