Postal Employees Service Values ​​study

After entering the 21st century, company service has become another focus of attention after marketing. Some foreign well-known postal companies are improving service quality in the development stage of transformation. Because of today's ever-changing external environment, companies are relying on the improvement of services to achieve greater development.Employees engaged in service posts of Chinese postal enterprises are main research objects in this study. This study will focus on postal employees service values in the current macroeconomic environment. Second, This study will focus on the coordination and fitness of postal employees service values and company overall cultural values .100 employees at three post offices were tested with《Postal Employees service values Survey Questionnaire》. Then the survey outcome was analyzed with the exploratory factor analysis method. On this basis the value composition was identified. It included four dimensions :staff learning ability,staff motivation and vision,staff service inclination and staff customer orientation.Learning ability factor : with the increase of postal employees' age, average score of learning ability factor is upward ;Motivation and vision factors: with the improvement of postal employees' academic diploma , average scores of staff motivation and vision factor is a downward trend.Service inclination factor : with the increase of postal employees' age, average score of service inclination factor is a downward trend. However, average score of service inclination factor of staff over the age of 35 tend to increase. Average score of service inclination factor of staff who have worked for 1-3 and 5-10 year is higher than average scores of staff who have worked for 3-5 year.Customer orientation factor: average score of customer orientation factor of staff who graduated from senior high school is higher than average score of staff who graduated from junior high school and junior college. Average score of customer orientation factor of staff who have worked for 1-5 year is higher than average scores of staff who have worked for 5-10 and 10-15 year.Corporate service culture factor : because of the difference of the age,Postal industry work time and enterprise post work time of staff, with understanding corporate service culture it produces more impact than the difference of employees 'sex and qualifications. With the increase of age average scores increase. Average score of corporate service culture factor of staff who have worked for 1-5 year is higher than average scores of staff who have worked for 5-10 year and several month.Postal employees agree comparatively with enterprise rules and regulations drawn up. But some postal rules and regulations sometimes affected employees' service for customers. These regulations need to be modified and improved.