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

keskin, rıdvan; TOPAÇ, Artun; Luders, Sadullah Errol

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

Rıdvan KESKİN, (Manisa Celal Bayar Üniversitesi, İktisadi ve İdari Bilimler Fakültesi, Manisa, Türkiye)

Sadullah LUDERS, (Robert Gordon University, School of Nursing and Midwifery, Scotland)

Artun TOPAÇ (İstatistikçi, İzmir, Türkiye)

Doğuş Üniversitesi Dergisi

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Yıl: 2021 Cilt: 22 Sayı: 2 Sayfa Aralığı: 151 - 166 Metin Dili: İngilizce İndeks Tarihi: 26-10-2021

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

Öz:

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

Anahtar Kelime:

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 Kelime:

Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık

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APA	keskin r, Luders S, TOPAÇ A (2021). REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. , 151 - 166.
Chicago	keskin rıdvan,Luders Sadullah Errol,TOPAÇ Artun REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. (2021): 151 - 166.
MLA	keskin rıdvan,Luders Sadullah Errol,TOPAÇ Artun REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. , 2021, ss.151 - 166.
AMA	keskin r,Luders S,TOPAÇ A REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. . 2021; 151 - 166.
Vancouver	keskin r,Luders S,TOPAÇ A REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. . 2021; 151 - 166.
IEEE	keskin r,Luders S,TOPAÇ A "REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL." , ss.151 - 166, 2021.
ISNAD	keskin, rıdvan vd. "REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL". (2021), 151-166.

APA	keskin r, Luders S, TOPAÇ A (2021). REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. Doğuş Üniversitesi Dergisi, 22(2), 151 - 166.
Chicago	keskin rıdvan,Luders Sadullah Errol,TOPAÇ Artun REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. Doğuş Üniversitesi Dergisi 22, no.2 (2021): 151 - 166.
MLA	keskin rıdvan,Luders Sadullah Errol,TOPAÇ Artun REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. Doğuş Üniversitesi Dergisi, vol.22, no.2, 2021, ss.151 - 166.
AMA	keskin r,Luders S,TOPAÇ A REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. Doğuş Üniversitesi Dergisi. 2021; 22(2): 151 - 166.
Vancouver	keskin r,Luders S,TOPAÇ A REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL. Doğuş Üniversitesi Dergisi. 2021; 22(2): 151 - 166.
IEEE	keskin r,Luders S,TOPAÇ A "REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL." Doğuş Üniversitesi Dergisi, 22, ss.151 - 166, 2021.
ISNAD	keskin, rıdvan vd. "REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL". Doğuş Üniversitesi Dergisi 22/2 (2021), 151-166.