Employee Satisfaction Research, Customer Service Representative System Of Personal Data

Now,business competition is becoming fiercer and fiercer in volatile economic environment.Enterprise is paying more and more attention on improvement of efficiency than at any time before.In this situation HR department must expand their service in greater scope and depth and play a more active role to strengthen enterprise competitive edge.HR Customer Service Representative Policy is such a product in this new era.Many investigations started to be prosecuted on this field and mostly based on role conflict, position competency and talent background,but rarely studied on the measurement of the policy itself,employee satisfaction and disturbance factor of the satisfaction.As a result of this,this study is focus on employee satisfaction and adopt score card as a research tool to discuss some cases.This study is based on the four main aspects of HR score cards which are customers, internal process,study and growth and finance.The questionnaire contains 44 items according to the four aspects and was sent to 307 qualified employees.After collection, 161 of the questionnaires are valid with the effective investigation rate of 52.45%.After statistic analysis,the average Cronbach a of each aspect is above 0.91,which shows the good reliability of the questionnaire.As the result of the four aspect and satisfaction analysis,only the age condition in study and growth aspect P＜0.05,which means employees with different age have obvious dissimilar demands in career growth and training.Although the other analysis results are different from the hypothesis,they are still with high-value reference for the score trend,such as(1) On age condition,except 36-40 year-old,the order the employees are,the higher satisfaction they have.(2) On education background,The higher academic qualification the employees are with,the lower satisfaction they have,which means better education background employee are with higher expectation and requirements.(3) On the level of position,Supervisors have the highest satisfaction,which means with AS,the supervisors feels much better than without it.(4) On seniority,employees with 7 yeas seniority have the highest satisfaction,which not only means they have centripetal force but also shows the AS really makes them benefit from the improvement and difference.In order to provide more valuable achievements for small and medium enterprises, overcoming the restriction of sample quantity and investigation objective is advised.