摘要 我国经济进入新常态后，银行利润空间减小，市场竞争加剧的同时，不良债务率不断攀升。在这种情况下，如何提高核心竞争力成为各大银行及金融机构面临的主要问题。与其他服务业一样，银行在客情维系、市场开拓等方面离不开基层员工的努力。基于此，如何提高员工满意度，进而激发员工工作激情、调动员工的主观能动性，从而提高银行的核心竞争力成为银行管理者所需解决的首要问题。 本文围绕A银行基层员工进行满意度调查，对员工满意度的概念、理论基础、构成、影响因素以及所采用的调查方法和测量工具等进行系统研究，同时采用员工满意度调查问卷对A银行基层员工满意度进行问卷调查，通过调查问卷与访谈法揭示A银行基层员工满意度现状及存在的问题，并针对性地提出提升A银行基层员工满意度的对策。本文通过对工作满意度与员工的个人变量及工作本身、绩效薪酬、职业生涯、工作条件、同事关系、教育培训、管理制度和领导管理等方面进行调查。根据基层行实际并征求人力资源部人员相关建议对调查问卷进行调整，共设计35个三级评价指标，调研发现：A银行基层员工满意度存在的问题主要包括：绩效薪酬缺乏公平合理性、职业生涯规划与个人期望存在差距、员工培训机会少和制度建设不到位。导致基层员工工作满意度存在问题的原因主要包括：过分控制人力成本支出导致对员工缺乏激励、对员工的成长缺乏关怀、尚未形成完善的长期培养计划和等级氛围明显，员工意见不受重视。最后，从构建公平合理的薪酬管理体系、完善员工职业生涯发展规划、完善内部人才发展机制和加强制度建设及监督等方面提出提升A银行基层员工工作满意度的策略。

ABSTRACT With the further development of the financial reform, the banking industry is faced with the problems of narrowing the interest rate, increasing the defective rate and fierce market competition under the new normal condition. How to improve the competitiveness of banks is an important issue for bank managers. As a service industry, the banking market development, customer maintenance, hardware and software operations require dedicated staff. Therefore, it is the ultimate goal for bank managers to formulate management measures to improve the satisfaction degree of the basic employees of the bank, to better mobilize the enthusiasm and initiative of the employees and to improve the competitiveness of the banks. This paper investigates the satisfaction of the grass-roots employees of Bank A, and systematically studies the concept, theoretical basis, composition, influencing factors, investigation methods and measurement tools of employee satisfaction. At the same time, employee satisfaction questionnaire is used to survey the satisfaction of the grass-roots employees of Bank A, through questionnaires and interviews. The law reveals the current situation and existing problems of the satisfaction of the grass-roots employees of Bank A, and puts forward the countermeasures to improve the satisfaction of the grass-roots employees of Bank A.This paper investigates job satisfaction and employee's personal variables, performance pay, career, working conditions, colleagues' relationship, education and training, management system and leadership management. The questionnaire was adjusted according to the actual situation of the grass-roots bank and the relevant suggestions of human resources department personnel. A total of 35 third-level evaluation indexes were designed. Through the investigation, we find that the problems of employee satisfaction at the grass-roots level include: lack of fairness and reasonableness of performance compensation, gap between career planning and personal expectation, lack of opportunity for staff training and lack of system construction. Causes of problems in Job satisfaction of Grass-roots employees It mainly includes: excessive control of human cost expenditure leads to lack of incentive to employees, lack of concern for the growth of staff, has not yet formed a perfect long-term training plan and rank atmosphere is obvious, staff opinions are not taken seriously. Finally, from the aspects of constructing fair and reasonable salary management system, perfecting staff career development planning, perfecting internal talent development mechanism and strengthening system construction and supervision, the paper puts forward some strategies to improve the job satisfaction of basic level employees in Bank A.