PREDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL

Yıl 2021, , 151 - 165, 18.07.2021

Rıdvan Keskin Sadullah Luders Artun Topaç

https://doi.org/10.31671/doujournal.972998

Öz

Factors affecting employee satisfaction in call centres in Turkey is examined with questionnaire technique through analysing their frequency, Exploratory Factor Analysis (EFA), and factors with t-test and ANOVA, and finally Structural Equation Modelling (SEM). There are significant differences for employee perception of in-service training between age groups, and also differences skills & performance development opportunities (F5) between various education levels. SEM analysis show that five factors affecting their satisfaction are respectively employees’ perception of collaboration and teamwork (F3), skills & performance development opportunities (F5), employees’ perception of employers’ management style (F1), employees’ perception of in-service training (F2), and employees’ perception of working conditions (F4).

Anahtar Kelimeler

Employee Satisfaction, ANOVA Test, Structural Equation Modelling, Call Centers

TÜRKIYE'DE TELEKOMÜNIKASYON ÇAĞRI MERKEZİ SEKTÖRÜNDE ÇALIŞAN MEMNUNIYETİNİN BELIRLEYİCİ FAKTÖRLERİ: YAPISAL EŞİTLİK MODELİ İLE İNCLENMESİ

Öz

Türkiye'deki çağrı merkezlerinde çalışan memnuniyetini etkileyen faktörler anket tekniği kullanilarak frekans analizi, Açımlayıcı Faktör Analizi (EFA) analizi, t-testi ve ANOVA ve son olarak Yapısal Eşitlik Modellemesine (SEM) bakilarak incelenmistir. Bu analizler çalışanların hizmet içi eğitim algısında yaş grupları arasında önemli farklılıkların olduğunu ve bununla birlikte çeşitli eğitim seviyeleri arasında beceri ve performans geliştirme fırsatları (F5) farklılıklarin bulunmuştur. SEM analizi ile bulunan memnuniyetlerini etkileyen beş faktörün sırasıyla, çalışanların işbirliği ve ekip çalışması algısı (F3), beceri ve performans geliştirme fırsatları (F5), çalışanların işverenlerin yönetim tarzı algısı (F1), çalışanların hizmet içi eğitim algısı (F2) ve çalışanların çalışma koşulları (F4) algısı olduğu belirlenmiştir.

Anahtar Kelimeler

Çalışan Memnuniyeti, ANOVA Testi, Yapısal Eşitlik Modeli, Çağrı Merkezi

Kaynakça

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