无论何时，企业的发展都离不开人，银行同样如此。在选人、育人、用人 的过程中，企业都会花费大量的时间和精力。随着生存压力的增大以及行业内 面临的激烈竞争，员工职业稳定性成为迫切需要关注的问题。员工流失不仅导 致企业沉没成本及重置成本的增加，而且会引起工作绩效及工作效率的降低， 甚至还会影响企业内部员工的士气。银行柜员作为银行内最基础且最庞大的群 体，他们的职业稳定性更应受到管理者的重视。 本文以Z银行柜员为研究对象，从工作整体满意度及职业发展意向两个角 度研究该群体的职业稳定性。通过问卷调查，从职业发展、员工培训、职业认 同、岗位客观条件以及人际关系五个维度考察，得出该行柜员的工作整体满意 度处于中等偏上水平，但通过对其职业发展意向进行调查发现，其中有超过一 半柜员近半年产生过离职想法，甚至有10%左右的员工已将找下家付诸实践。 结合对Z银行柜员及管理者的访谈，本文从三个方面分析了影响该行柜员职业 稳定性的原因：一是银行柜员岗位特点，比如监管考核及营销压力大；收入与 责任不成正比；可替代性强等；二是银行内部管理原因，包括职业匹配度低； 内部晋升通道受阻；培训管理不科学；三是银行柜员个人原因，包括对单位职 业承诺较低、抗压能力弱、是否有职业规划、眼高手低。 针对Z银行柜员职业稳定性现状及其各种影响原因，本文从银行和柜员自 身两个角度提出了相应的对策及建议。从银行角度来说，从招聘环节提高职业 匹配度；完善柜员职业生涯规划；建立完善的培训体系；建立合理的激励机制； 重视员工的心理状态和工作情况。从柜员自身角度来说，要做好个人职业规划； 解决眼高手低的问题；保持终身学习的状态。不论是何种性质的银行，柜员队 伍的职业稳定都是至关重要的。本文对Z银行柜员职业稳定性的研究成果，可 以为本行及其他银行在稳定柜员队伍时提供借鉴和参考。 关键词：银行柜员；职业稳定性；离职倾向 II Abstract Atanytime,theenterprisecannothaveagooddevelopmentwithoutstaffs,the bankisinthesameway.Intheprocessofselecting,educatingandemployingpeople, enterpriseswillspendalotoftimeandenergy.Withtheincreaseofsurvivalpressure andthefiercecompetitionintheindustry,theoccupationalstabilityofemployeeshas becomeanurgentissuethatshouldbeconcerned.Employeeturnovernotonlyleads totheincreaseofsunkcostandreplacementcost,butalsoleadstothedecreaseof workperformanceandworkefficiency,andevenaffectsthemoraleofemployeesin theenterprise.Asthemostbasicandlargestgroupofbank,theoccupationalstability oftellersshouldbepaidmoreattentionbythemanagement. ThispapertakestellersofbankZastheresearchobject,andstudiesinthe occupationalstabilityofthisgroupfromtheperspectivesofoveralljobsatisfaction andcareerdevelopmentintention.Throughquestionnairesurvey,thispaperworkson careerdevelopment,employeetraining,professionalidentity,jobobjective conditions,andconcludesthatthebankteller’sworkoverallsatisfactionisatthe averagelevel.Butbyinvestigating,theideaofresignhadoccurredtomorethanhalf oftellersinthepast,eventhereareabout10%ofemployeesarelookingforanother job.BasedontheresultsoftheinterviewwithtellersandmanagersofbankZ,this paperanalyzesthefactorsaffectingthecareerstabilityoftellersfromthreeaspects: first,thecharacteristicsoftellers,suchasstrictsupervisionandassessment,and heavymarketingtasks;incomeandresponsibilityarenotproportional;high substitutability.Second,thebank'sinternalmanagementfactors,includingthelow degreeofjobmatching;blockedinternalpromotionchannels;unscientifictraining management.Third,personalfactorsofbankteller,includinglowoccupational commitmenttotheunit,weakanti-pressureability,whetherthereisacareerplanning, havegrandioseaimsbutpunyabilities. AccordingtothecurrentoccupationalstabilityofthetellerinbankZandthose III influencingfactors,thispaperputsforwardcorrespondingcountermeasuresand suggestionsfromtwoperspectives:thebankandtheteller.Fromtheangleofthebank, itshouldgrasptherecruitment,improvethedegreeofjobmatching;improvethe careerplanningoftellers;establishasoundtrainingsystem;establishanincentive mechanism;paymoreattentiontothestaff’smentalstateandworkingsituation. Fromtheangleoftheteller,theyshouldmakeaplanoftheirpersonalcareer;solve theproblemofhavegrandioseaimsbutpunyabilities;learnlifelong.Nomatter whichbankitis,thecareerstabilityofthetelleriscrucialtobenoticed.Theresearch resultsofthispaperontheoccupationalstabilityoftellersinbankZcanprovide referenceforitselfandotherbanksonhowtoreassuretellers. Keywords:Bankteller;Occupationalstability;Turnoverintention IV 目录 第一章绪论...............................................................................................1 第一节研究背景与意义.....................................................................................1 一研究背景....................................................................................................................1 二研究对象....................................................................................................................2 三研究意义....................................................................................................................3 第二节相关理论及研究综述.............................................................................4 一相关理论概述............................................................................................................4 二相关研究综述............................................................................................................5 第三节研究思路与方法.....................................................................................6 一研究思路....................................................................................................................6 二研究方法....................................................................................................................6 三创新点........................................................................................................................7 第二章Z银行柜员职业稳定性研究调查设计.......................................9 第一节问卷调查.................................................................................................9 一问卷调查设计............................................................................................................9 二问卷调查对象与发放..............................................................................................11 三问卷调查信效度分析..............................................................................................13 第二节员工访谈...............................................................................................15 一访谈目的..................................................................................................................15 二访谈设计..................................................................................................................15 三访谈对象..................................................................................................................15 第三章Z银行柜员职业稳定性调查结果分析.....................................17 第一节Z银行柜员职业稳定性样本总体分析................................................17 V 第二节Z银行柜员职业稳定性样本结构分析................................................19 一性别结构..................................................................................................................19 二年龄结构..................................................................................................................20 三婚姻状况结构..........................................................................................................22 四学历结构..................................................................................................................23 五用工性质结构..........................................................................................................25 六工作年限结构..........................................................................................................26 七月均收入结构..........................................................................................................28 第四章影响Z银行柜员职业稳定性原因分析....................................30 第一节银行柜员岗位特点...............................................................................30 一监管考核及营销压力大..............................