近年来，我国宏观经济发展进入“新常态”，处于深化改革、调整结构、提 质增效阶段。商业银行在市场经济中发挥着举足轻重的作用，作为主体直接参与 市场经济活动，联系货币政策，同时也承担着货币流通媒介的重要使命。农村商 业银行始终作为银行业金融机构不可或缺的重要成员，在服务县域经济、振兴三 农方面发挥着举足轻重的作用，截止 2019 年 6 月底，全国农村商业银行数量为 1423 家，占全国银行业金融机构 4597 家的 30.95%。兰州农村商业银行股份有限 公司（以下简称兰州农商银行）作为兰州市，乃至全省最大的农村金融机构，始 终走在农信系统改革发展的最前列。 随着行业竞争日益加剧，兰州农商银行核心竞争力越来越多的体现在人力资 源上，而衡量人力资源这个组织“最大的资本”的一个指标就是员工敬业度，员 工敬业度会直接影响银行经营绩效，进而决定银行发展方向。本文基于以上背景， 主要研究兰州农商银行员工敬业度现状。首先，通过对以往研究的整理参考以及 对兰州农商银行企业发展现状、组织文化、发展沿革等要素分析，设定个体因素 及组织因素两个方面作为研究员工敬业度的落脚点。其次，通过设计调查问卷和 访谈，设定测量依据与标准，定量及定性研究兰州农商银行员工敬业度整体水平 以及影响因素，得出员工敬业度测量结果为 3.24，处于中等水平。最后，通过 原因分析，从个体与组织两个方面提出兰州农商银行员工敬业度的提升策略。 银行员工的敬业度直接影响着金融安全与经济健康可持续发展，与之同生的 操作风险、道德风险也似悬在头顶的“达摩克里斯”之剑，深刻影响着商业银行 内部管理。因此，提升兰州农商银行员工敬业度无论是对当下经营需要，还是未 来改革发展都具有深远的意义，由此带来的组织效率提升、组织绩效提高、组织 文化发展有利于兰州农商银行健康、持续、高速发展。 关键词：员工敬业度，兰州农商银行，提升策略MBA 学位论文 作者：刘瑞 兰州农商银行员工敬业度提升策略研究 II Research on the Promotion Strategy of Employee Engagement of LRCB Abstract In recent years，Chinese macroeconomy has entered an era of new normal by deepening reform, adjusting the structure and improving quality and efficiency. Commercial Banks play an important role of leverage in the market economy, which is the main body that directly participates in the market economic activities. At the same time, They are also important medium for the circulation of money in connection with monetary policy. Rural commercial Banks have always been an indispensable "important member" of banking financial institutions, playing a decisive role in serving the county economy and revitalizing agriculture, rural areas and farmers. By the end of June 2019, the number of rural commercial Banks in China was 1423, accounting for 30.95% of the 4597 banking and financial institutions in China. Lanzhou Rural commercial bank co., LTD. (hereinafter referred to as LRCB), as the largest rural financial institution in Lanzhou and even in the whole Gansu province, has always been at the forefront of the reform and development of rural credit system. With the increasing competition in the industry, LRCB's core competitiveness is more and more reflected in human resources, and an index to measure the "largest capital" of the organization is employee engagement, which will directly affect the bank's operating performance and determine the developing direction. Based on the above backgrounds, this paper mainly studies the current situation of employee engagement in LRCB. First, by sorting out the previous studies and analyzing the development status, organizational culture, development history and other factors of LRCB, this paper sets individual factors and organizational factors as the foothold of the research. Secondly, through the design of questionnaire and interview, setting the measurement basis and standard, this paper studies the overall level of employee engagement of LRCB quantitatively and qualitatively and the influencing related factors, concluding the result of measurement 3.24 at a moderate level, and finally, through the cause analysis, puts forward the improvement strategy of employee engagement of LRCB under two aspects. The engagement of bank employees has a direct impact on the financial security and the healthy and sustainable development of the economy, and the operational risk and moral hazard has a profound impact on the internal management of commercial, like the sword of Damocles hanging over the head. Therefore, the improvement of employee engagement in LRCB is ofMBA 学位论文 作者：刘瑞 兰州农商银行员工敬业度提升策略研究 III far-reaching significance both for the current operation needs and the future reform and development. The resulting improvement in organizational efficiency, organizational performance and organizational culture is conducive to the healthy, sustainable and high-speed development of LRCB. Key words: employee engagement, LRCB, Promotion StrategyMBA 学位论文 作者：刘瑞 兰州农商银行员工敬业度提升策略研究 IV 目 录 中文摘要.....................................................................................................I Abstract..................................................................................................... II 第一章 绪论 .............................................................................................1 1.1 研究背景 ................................................... 1 1.2 研究意义 ................................................... 1 1.2.1 理论意义....................................................... 1 1.2.2 现实意义....................................................... 2 1.3 研究内容 ................................................... 3 1.4 研究思路 ................................................... 4 1.5 研究方法 ................................................... 5 1.5.1 访谈法......................................................... 5 1.5.2 问卷调查法..................................................... 5 第二章 文献综述 .....................................................................................6 2.1 相关概念界定 ............................................... 6 2.1.1 员工敬业度概念界定............................................. 6 2.1.2 员工敬业度的维度............................................... 8 2.1.3 员工敬业度的测量............................................... 8 2.2 相关理论基础 ............................................... 9 2.2.1 需求理论....................................................... 9 2.2.2 双因素理论.................................................... 10 2.2.3 强化理论...................................................... 10 2.2.4 公平理论...................................................... 11 2.2.5 期望理论...................................................... 11 2.3 员工敬业度的作用机制研究现状 .............................. 12 2.3.1 员工敬业度前因变量............................................ 12 2.3.2 员工敬业度结果变量............................................ 14 2.3.3 以往研究不足.................................................. 14 第三章 兰州农商银行员工敬业度现状分析.......................................16 3.1 兰州农商银行概况 .......................................... 16 3.1.1 兰州农商银行基本情况.......................................... 16MBA 学位论文 作者：刘瑞 兰州农商银行员工敬业度提升策略研究 V 3.1.2 兰州农商银行组织文化.......................................... 18 3.1.3 兰州农商银行人力资源管理概况.................................. 18 3.2 兰州农商银行员工敬业度研究设计 ............................ 20 3.2.1 研究目标...................................................... 20 3.2.2 研究步骤...................................................... 21 3.2.3 问卷设计...................................................... 21 3.2.4 访谈设计...................................................... 23 3.3 兰州农商银行员工敬业度现状调查 ............................ 24 3.3.1 问卷调查样本分布.............................................. 24 3.3.2 问卷统计结果.................................................. 27 3.3.3 问卷统计结果分析.............................................. 32 3.3.4 访谈及结果.................................................... 34 第四章 兰州农商银行员工敬业度存在的问题及原因分析...............36 4.1 员工个体方面存在的问题及原因 ...........