Kentsel Çalışma Yaşamında Sanal Kaytarma Davranışının Demografik Değişkenler Açısından Yordanması: Çağrı Merkezi Örneği

Abstract

Kentsel çalışma yaşamına etki eden pek çok demografik faktör bulunmaktadır. Küresel iletişim, demografik etmenler vb. bunlardandır. Bu araştırmanın amacı; tüm bu kentsel etki ve değişim ortamında çağrı merkezi çalışanlarının cinsiyetleri, medeni durumları, çalışma şekilleri, yaşları, eğitim durumları gibi demografik özellikler açısından sanal kaytarma davranışlarının değişip değişmediğini belirlemektir. Araştırma 2021 yılında bir çağrı merkezinde çalışan 334 İş gören üzerinde anket yöntemi ile gerçekleştirilmiştir. Verilerin analizinde, T testi, Tek yönlü varyans analizi kullanılmıştır. Demografik faktörler yardımıyla iki boyut düzeyinde yapılan çalışma sonucunda; kadın çalışanların erkek çalışanlara göre daha fazla önemli sanal kaytarma davranışı gösterdikleri, bekar çalışanlar evli çalışanlara göre daha fazla önemli sanal kaytarma davranışı gösterdikleri, evli çalışanların bekar çalışanlara göre daha fazla önemsiz sanal kaytarma davranışı gösterdikleri, tam zamanlı çalışanların yarı zamanlı çalışanlara göre daha fazla önemsiz sanal kaytarma davranışı sergiledikleri, ilköğretim mezunlarının diğer eğitim seviyesindeki çalışanlara göre daha fazla önemli sanal kaytarma davranışı gösterdikleri, lisans ve lisans üzeri eğitim seviyesine sahip olanlar, diğer eğitim seviyesindeki çalışanlara göre daha fazla önemsiz sanal kaytarma davranışı gösterdikleri ve 18-26 yaş aralığındaki çalışanların diğer yaş aralığındaki çalışanlara göre daha fazla önemsiz sanal kaytarma davranışında bulundukları ortaya çıkmıştır.

Keywords

• Kentsel Çalışma Yaşamı
• Önemli Sanal Kaytarma
• Önemsiz Sanal Kaytarma
• Çağrı Merkezi

Supporting Institution

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Predicting Cyberslacking Behavior in Terms of Demographic Variables: A Call Center Case

Abstract

This research aims to determine whether cyberslacking behaviors of call center employees have changed in terms of demographic characteristics such as gender, marital status, work style, age, and educational status. The research was conducted with the survey method on 334 employees working in a call center in 2021. T-test and one-way variance analysis were used in the data analysis. As a result of the study conducted at the level of two dimensions with the help of demographic factors, it turned out that female employees showed more significant cyberslacking behavior than male employees; single workers revealed more significant cyberslacking behavior than married workers; married workers revealed more insignificant cyberslacking behavior than single workers; full-time workers showed more negligible cyberslacking behavior than part-time workers; primary school graduates revealed more significant cyberslacking behavior than employees of other education levels; those with undergraduate and postgraduate education levels showed more negligible cyberslacking behavior than employees with other education levels; and employees in the 18-26 age range engaged in more trivial cyberslacking behavior than employees in the other age range.

Keywords

• Predicting Cyberslacking Behavior
• Significant Cyberslacking
• İnsignificant Cyberslacking
• Call Centers

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