基于CCSI的快递收派员工作满意度影响机制研究

Research on the Influence Mechanism of Job Satisfaction of Express Courier and Dispatcher Based on CCSI

探究快递收派员工作满意度影响因素,更好地树立快递企业的声誉。问卷调查中通快递企业一线员工,结合中国顾客满意度指数模型(Chinese Customer Satisfaction Index, CCSI)展现影响机制,并通过独立样本T检验与单因素方差分析探究不同个人属性之间各因素的异质性,IPA分析确定需要改进的因素。感知工作特性、企业形象、职业发展前景及工作报酬依次从大到小对工作满意度产生正向影响,工作满意度直接正向作用于组织公民行为;性别、有无小孩及年龄群组之间均对部分因素有显著差异。研究结果为改善员工工作满意度,提升快递企业服务质量提供了有效指引。

Explore the influencing factors of the job satisfaction of express delivery couriers, and better establish the reputation of express delivery companies. In the questionnaire sur-vey, the front-line employees of Zhongtong Express Company combined with the Chinese Customer Satisfaction Index model(CCS)I to show the impact mechanism, and through the independent sample T test and one-way ANOVA analysis to explore the heterogeneity of each factor between different individual attributes, IPA analysis identified the factors that need to be improved. Perceive the characteristics of work, corporate image, career development prospects and work remuneration from large to small, in turn, have a positive impact on job satisfaction, and job satisfaction directly and positively acts on the behavior of organizational citizens;there are significant differences in some factors between sex, presence or absence of children, and age group. The research results provide effective guidance for improving employee job satisfaction and improving the service quality of express delivery companies.