人才资源是企业核心竞争力的重要组成部分，随着保险市场竞争日益激烈， 人才竞争愈发明显。保险行业理赔岗是直接面向客户、关乎客户满意度与 企业形 象的基础性岗位。R健康保险公司近五年来理赔员工平均流失率为14.32%，高于行 业平均水平；且理赔员工的流失使得企业运行成本增加明显，仅招聘成本每次均 在6至10 万之间。因此，有必要分析导致R健康保险公司理赔员工流失的主要原因， 提高企业竞争力。 本文主要解决的问题有：目前R健康保险公司离职员工对何种因素最不满意； 这些不 满意的因素中何种与总体满意度评价高度相关；上述因素中是否存在员工 特征的差异。针对上述三个问题，本文首先从文献中确定可能的影响因素，通过 对R健康保险公司员工的 访谈进行筛选排除，并依据访谈结果设计调查问卷收集数 据。其次，根据SPSS26.0和MATLAB软件，分别计算了均值、标准差、灰色关联 度和特征差异的显著性。发现：（1）薪酬 水平是员工目前满意度最低的因素，与 离职选择高度相关。（2）在发展前景满意度上存在反差：员工满意学习培训的机 会但不满意公司现有的晋升机制。（3）在人际关系上同 样存在反差：员工对直接 上级的满意度高但同事间相处关系不够融洽，高效协作能力较差。以上的晋升机 制与协作能力均与总体满意度评价高度相关。最后对特征差异的显著性 进行检验， 发现性别和学历差异最为明显，而年龄和工龄差异不明显。 本文还根据相关性与均值两个维度区分了不同满意度分析项在坐标系中的位 置，并按照相关性优先、低均 值优先的策略，为R健康保险公司勾勒出改进策略图， 并指出在每一项改进中应关注员工哪些方面的特征差异。以上结论有助于为R健康 保险公司提供降低理赔员工流失的有针对 性的对策建议 关键词：理赔员工流失；灰色关联度模型；特征差异；研究 北京交通大学硕士专业学位论文 V ABSTRACT Humanresourcesareanimportantpartofthecompany'scorecompetitiveness. Withthefiercecompetitionintheinsurancemarket,thecompetitionfortalentsis becomingmoreandmoreobvious.Claimssettlementintheinsuranceindustryisabasic positionthatdirectlyfacescustomersandconcernscustomersatisfactionandcorporate image.Inthepastfiveyears,theaveragelossrateofclaimsemployeesofRCompany is14.32%,whichishigherthantheindustryaverage;andthelossofclaimsemployees makesthecompany'soperatingcostsincreasesignificantly,onlytherecruitmentcostis between60,000to100,000yuaneachtime.Therefore,itisnecessarytoanalyzethe mainreasonsleadingtothelossofR'sclaimants. Themainissuesaddressedinthisarticleare:Whatfactorsarecurrentlydissatisfied withemployeesofRcompanies;whichofthesedissatisfactionfactorsarehighly relevanttotheoverallsatisfactionevaluation;further,arethereanydifferencesin employeecharacteristicsamongtheabovefactorsInresponsetotheabovethreeissues, thisarticlefirstidentifiedpossibleinfluencingfactorsfromtheliterature,andscreened outandexcludedtheinterviewsofRemployees,anddesignedaquestionnairebasedon theinterviewresultstocollectdata.Secondly,accordingtoSPSS26.0andMATLAB software,thesignificance,standarddeviation,graycorrelationandfeaturedifference werecalculatedrespectively.Findings:(1)Salarylevelisthelowestfactorofemployee satisfaction,whichishighlyrelatedtothechoiceofresignation.(2)Thereisacontrast inthesatisfactionofdevelopmentprospects:employeesaresatisfiedwiththe opportunitiesforlearningandtrainingbutnotsatisfiedwithRcompany'sexisting promotionmechanism.(3)Thereisalsoacontrastininterpersonalrelationships: employeeshaveahighlevelofsatisfactionwiththeirimmediatesuperiors,buttheir relationshipswithcolleaguesarenotharmoniousenough,andtheirabilitytocollaborate effectivelyispoor.Theabovepromotionmechanismsandcollaborationcapabilitiesare highlyrelatedtotheoverallsatisfactionevaluation.Finally,thesignificanceofthe differenceincharacteristicswastested,anditwasfoundthatthedifferencebetween genderandeducationwasthemostobvious,butthedifferencebetweenageand workingagewasnotobvious. Thispaperalsodistinguishesthepositionofdifferentsatisfactionanalysisitemsinthe coordinatesystemaccordingtothetwodimensionsofrelevanceandmean,and accordingtothestrategyofrelevancefirst,lowmeanfirst,outlinesanimprovement 北京交通大学硕士 专业学位论文 VI strategychartforRcompany,andpointsoutthatineachIntheimprovement,weshould payattentiontothedifferencesincharacteristicsofemployees.Theaboveconclusions arehelpfulforRhealthinsurancecompanytoprovidetargetedsuggestionstoalleviate thelossofclaimsstaff. KEYWORDS：Lossofclaims;Greyrelationalmodel;Featuredifference;Research 北京交通大学硕士专业学位论文目录 VII 目录 摘 要.................................................................................................................................IV ABSTRACT.....................................................................................................................V 1引 言...............................................................................................................................1 1.1研究背景与研究意 义........................................................................................1 1.1.1研究背 景.....................................................................................................1 1.1.2研究意 义.....................................................................................................2 1.2研究内容与研究方 法..........................................................................................2 1.2.1研究内 容.....................................................................................................2 1.2.2研究方 法.....................................................................................................4 2理论基础与文献综 述...................................................................................................5 2.1理论基 础............................................................................................................5 2.1.1心理契约理 论.............................................................................................5 2.1.2期望理 论.....................................................................................................5 2.1.3公平理 论.....................................................................................................6 2.1.4灰色系统理 论.............................................................................................7 2.2文献综 述............................................................................................................8 2.2.1国外学者研究现 状.....................................................................................8 2.2.2国内学者研究现 状.....................................................................................9 2.2.3文献述 评...................................................................................................10 3R健康保险公司理赔员工流失现状及特 点................................................................11 3.1R健康保险公司简 介.........................................................................................11 3.2R健康保险公司理赔员工流失现状与特 点.....................................................11 3.2.1理赔员工流失的现 状...............................................................................12 3.2.2理赔员工流失的特 点...............................................................................13 3.3理赔员工流失对R健康保险公司的影 响........................................................16 3.3.1理赔员工流失的显性影 响.......................................................................16 3.3.2理赔员工流失的隐性影 响.......................................................................17 4R健康保险公司理赔员工流失的原因分 析...............................................................19 4.1基于访谈法的定性分 析..................................................................................19 北京交通大学硕士专业学位论文目录 VIII 4.1.1薪酬水 平...................................................................................................19 4.1.2绩效考 核...................................................................................................21 4.1.3发展前 景.........................................................................................