The Research Of The Influence And Functional Mechanism Of Management Of Human Nature To Customer Satisfaction

The theory of human resource management is theoretically based on the theory of human nature assumption and customer satisfaction is an important topic of the theory of human resource management. The paper begins with the theory of human nature assumption and discusses the relationship among management of human nature, leadership style, employee satisfaction and customer satisfaction, expecting to study customer satisfaction from the angle of management of human nature.We choose 211 commercial banks with the representative of regional cities in Shan Dong, issuing the corresponding questionnaires to governors, staff, clients of the branches. We collect 211 sets of questionnaires which include 211 questionnaires about management of human nature and leadership style,633 questionnaires about employee satisfaction and 1053 questionnaires about customer satisfaction. The analysis tool is SPSS 19.0 and the main methods are descriptive statistics analysis, reliability and validity analysis, exploratory factor analysis, variance analysis, correlation analysis and linear regression analysis.In this paper, we measure the management of human nature which is divided into two categories, leadership style which is divided into four categories, employee satisfaction which is divided into seven dimensions and customer satisfaction which is divided into nine dimensions. We use exploratory factor analysis which extracts fixed numbers, concluding that the items included by factors are basically consistent with the items included by the measuring dimension of original questionnaires. We use single factor analysis of variance or independent sample T test on employee satisfaction through relevant background factors. Then we come to the following conclusions. The employee satisfaction of bank employees under the age of 25 is significantly higher than that of employees aged others. The employee satisfaction of bank employees who have worked for less than 1 year is significantly higher than that of employees who have worked for other time. The employee satisfaction of banks containing 21-50 persons is significantly higher than that of banks containing 6-10 persons and 11-20 persons. We use single factor analysis of variance or independent sample T test on customer satisfaction through relevant background factors. Then we come to the following conclusions. There are significant differences for customers under the age of 18 and over 50 in complaints handling satisfaction, service charges satisfaction, service facilities satisfaction, product categories satisfaction and product yield satisfaction. There are significant differences for retirees and high-level personnel of enterprises in complaints handling satisfaction, business levels satisfaction, service facilities satisfaction, product categories satisfaction and product yield satisfaction. There are significant differences for customers whose using frequency is less than 1 times per month in customer satisfaction with nine dimensions. There is a significant difference for VIP in customer satisfaction with nine dimensions. We come to the following conclusions through correlation analysis and regression analysis. Positive management of human nature has a significantly positive effect on the democratic leadership style, participative leadership style and caring leadership style. Negative management of human nature has a significantly positive effect on the authoritarian leadership style. Democratic leadership style has a significantly positive effect on employee satisfaction. Authoritarian leadership style has a significantly negative effect on employee satisfaction. Leadership satisfaction, training and development satisfaction, work environment satisfaction and service object satisfaction on measurement dimensions of employee satisfaction have a significant effect on customer satisfaction.