随着国家大力发展通信业，实施网络强国战略，通信业最近20年得到了的飞速发 展，良好的行业前景，使得最近15年通信业各细分领域涌进大量的企业。国家发展基 础网络建设的投入逐年加大，通信业各企业得到空前的发展。同时，各企业为了自身发 展的更强更大，企业间的竞争“厮杀”也异常的激烈。 人作为现代企业最重要的一种 资源，是企业持续发展的根本和动力源。 KX公司是一家专注于提供FTTX接入网、无线接入网和传输网中通信网络物理连 接设备、应用解决方案和技术服务的国家级高新技术企业，但近年来，员工流失率不断 增长，员工归属感减弱，抱怨声不断，责任心下降，担当意识不强，技术创新不足，产 品交期和质量得不到客户满意等问题。为了解问题出现的根本原因、寻找解决问题的办 法，本文根据KX公司实际情况开展调研。借鉴满意度相关研究理论和鉴盖洛普Q12员 工满意度调查问卷，通过对KX公司员工进行访谈和发放工作满意度调查问卷，从组织 管理、工作回报、工作本身和工作关系、内部服务四个维度开展调研，发现KX公司在 四个维度都存在问题，在完善员工满意度测评管理体系基础上，本文提出了四项提升对 策： 第一，组织管理维度。制定明确的业务指标，及时反馈。员工的工作内容充实，责 任明确，营造和谐的工作氛围一个企业的发展，离不开自身的企业文化传承。 第二，工作回报维度。实施薪资水平，内部薪酬，采用每个季度的评选和奖励制度， 对企业作出重大贡献的员工进行表彰鼓励。树立良好的公司良好形象，增强员工幸福指 数，和对企业的满意程度。对外，通过及时准确的市场薪酬调查，及时地了解市场的薪 酬水平情况。 第三，工作本身和工作关系维度。使员工的工作更具挑战性，包括轮岗，扩大就业 和工作丰富；提高员工的工作满意度，重视员工价值，分享决策权。 第四，内部服务维度。提高内部服务意识，提高服务质量，促进健康理念。 本文希望通过针对KX公司员工的工作满意度现状和对策研究，使得本企业人力资 源管理活动与所制定的战略方针相匹配，从而实现企业的长期稳定发展。同时，对同类 型企业员工满意度提升提供一定的参考。 关键字：员工满意度；通信行业；提升 II Abstract With the vigorous development of the telecommunications industry and the implementation of the strategy of network power, the telecommunications industry has achieved rapid development in the last 20 years, and good prospects for the industry, making the telecommunications industry in the last 15 years a large number of sub-areas like mushrooms into enterprises. With the increasing investment in the development of national infrastructure network construction year by year, the telecommunications industry enterprises have been unprecedented development. At the same time, in order to develop stronger and stronger, the competition between enterprises is also extremely fierce. Customer satisfaction is the goal of industry competition. Employee satisfaction will be the basis and guarantee of customer satisfaction. KX Company is a state-level high-tech enterprise which specializes in providing physical connection equipment, application solutions and technical services of FTTX access network, wireless access network and communication network in transmission network. However, in recent years, the turnover rate of employees has been increasing, the sense of belonging of employees has been weakening, complaints have been increasing, the sense of responsibility has declined, and the sense of responsibility has not been fulfilled. Strong, lack of technological innovation, product delivery and quality can not get customer satisfaction and other issues. In order to understand the root cause of the problem and find a solution to the problem, this paper carries out research according to the actual situation of KX company. Based on the theory of satisfaction related research and Gallup Q12 Employee Satisfaction Questionnaire, through interviewing KX employees and issuing job satisfaction questionnaires, this paper conducts a survey from four dimensions: organizational management, job reward, job itself and work relationship, internal service, and finds that KX company has problems in all four dimensions. For this purpose, four measures are proposed in this paper. First, organizational management dimension. Establish an effective performance appraisal system, through the formulation of performance indicators, performance implementation, performance feedback several links, strengthen performance management; staff post content, clear responsibilities, create a harmonious working atmosphere; attach importance to corporate culture, gradually formed the company's code of conduct, to implement the development of the enterprise in all circles Section; Second, the dimension of job returns. Ensure employees' satisfaction through internal III rewards, external rewards and equity of returns. Third, the dimensions of the work itself and the work relationship. Make the staff's work more challenging, including job rotation, job expansion, job enrichment; improve the staff's sense of work achievement, value employees, share decision-making power; Fourth, fourth, internal service dimension. We should improve our understanding of internal services, improve service quality and promote health concepts. This paper hopes to make the human resource management activities of KX company match the strategic policy through the research on the status quo and Countermeasures of employees'job satisfaction, so as to realize the long-term stable development of the enterprise. At the same time, it will provide some reference for the improvement of employee satisfaction in the same type of enterprises. Key words: Employee satisfaction; communication industry; upgrading IV 目 录 摘要 ................................................................................................................................... I Abstract ............................................................................................................................ II 第一章 绪论 ...................................................................................................................... 1 1.1 问题的提出和研究的意义 ..................................................................................... 1 1.1.1 问题的提出 ...................................................................................................... 1 1.1.2 研究的意义 ...................................................................................................... 2 1.2 文献综述 ................................................................................................................. 3 1.2.1 员工满意度及影响因素 .................................................................................. 3 1.2.2 员工满意度理论基础 ...................................................................................... 6 1.2.3 满意度作用机制相关研究 .............................................................................. 7 1.3 研究内容与研究设计 ............................................................................................. 9 1.3.1 研究目标 .......................................................................................................... 9 1.3.2 研究内容 ........................................................................................................ 10 1.3.3 研究方法 ........................................................................................................ 10 1.3.4 研究过程 ........................................................................................................ 11 第二章 KX公司概况 ..................................................................................................... 12 2.1 KX公司发展沿革 ................................................................................................. 12 2.2 kx公司存在的问题 ............................................................................................ 12 2.3 KX公司的组织结构与业务状况 ......................................................................... 13 2.4KX公司的人力资源管理现状 .............................................................................. 14 2.4.1 KX公司人力资源结构情况 .......................................................................... 14 2.4.2 人力资源特点 ............................................................................