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

Yıl 2021, Cilt 22, Sayı 2, 151 - 165, 18.07.2021
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).

Kaynakça

  • Anagnoste, S. (2018, May). Robotic Automation Process–The operating system for the digital enterprise. In Proceedings of the International Conference on Business Excellence, 12(1), 54-69. Sciendo.
  • Berman, L., Jackson, J., Miller, K., Kowalski, R., Kolm, P. and Luks, F. I. (2018). Expert surgical consensus for prenatal counseling using the Delphi method. Journal of Pediatric Surgery, 53(8), 1592-1599.
  • Call Center Association. (2017). 2017 Call center association market research report, 1-71. Retrived from: https://www.cagrimerkezleridernegi.org/Public/Upload/ Catalog /KPI8I7JCAEW631A.pdf
  • Call Center Association. (2019). 2019 Call center association market research report, 1-16. Retrived from: https://www.cagrimerkezleridernegi.org/Public/Upload/ Catalog /V3EXWU4L447QLVW.pdf
  • Callaghan, F. (2017). An investigation into the motivational factors of call centre workers and the impact positive and negative forms of feedback have on employee performance, Master dissertation, 1-103. Retrived from https://research.thea.ie/ handle/20.500.12065/2555
  • Chicu, D., del Mar Pàmies, M., Ryan, G. and Cross, C. (2019). Exploring the influence of the human factor on customer satisfaction in call centres. BRQ Business Research Quarterly, 22(2), 83-95.
  • Choi, S., Cheong, K. K. and Feinberg, R. A. (2012). Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers. Managing Service Quality: An International Journal, 492-516.
  • Cottam, T. (2020). CONTACT CENTRE 2025: Trends, opportunities and strategies. NICE. Retrived from https://www.nice.com/optimizing-customer-engagements/Lists/ WhitePapers/Contact_centre_2025.pdf
  • Çelik, N. (2016). Development of a decision support system for the solving problems of Turkey call center sector. Journal of International Social Research, 9(42), 1445-1453.
  • Dimitrov, D. M. (2006). Comparing groups on latent variables: A structural equation modeling approach. Work, 26(4), 429-436.
  • Doğrular, T. (2020). Korono etkisi ile çağri merkezlerinin değişen rolü. Call Centers Association. Retrived from https://www.cagrimerkezleridernegi.org/haber-detay/7185
  • Gürbüz, S. and Şahin, F. (2016). Sosyal bilimlerde araştırma yöntemleri (3. Baskı). Ankara: Seçkin Yayıncılık.
  • Kisiel, A. (2013). Performance measurement and job satisfaction in call centre. Master Dissertation, Dublin Business School, 1-88. Retrived from http://hdl.handle.net/10788/1675
  • Marr, B. and Parry, S. (2004). Sense and respond performance management at Fujitsu: Lessons, pitfalls, and achievements. In PMA 2004 Conference Proceedings, 55-62.
  • Poddar, A. and Madupalli, R. (2012). Problematic customers and turnover intentions of customer service employees. Journal of Services Marketing.
  • Richardson, R. and Gillespie, A. (2003). The call of the wild: Call centers and economic development in rural areas. Growth and Change, 34(1), 87-108.
  • Rose, E. and Wright, G. (2005). Satisfaction and dimensions of control among call centre customer service representatives. The International Journal of Human Resource Management, 16(1), 136-160. Schermelleh-Engel, K., Moosbrugger, H. and Müller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research Online, 8(2), 23-74.
  • SERKA. (2011). “TRA2 bölgesinin kalkinmasinda çağri merkezi firsati”, Kars: Serhat Kalkınma Ajansı Yayını, 1-64. Retrived from http://www.serka.gov.tr/store/file/common/e8dbe4eae6eb57962b6a38559aa785c0.pdf
  • Singh, P. and Pandey, A. (2005). Women in call centres. Economic and Political Weekly, 684-688.
  • Syam, N. and Sharma, A. (2018). Waiting for a sales renaissance in the fourth industrial revolution: Machine learning and artificial intelligence in sales research and practice. Industrial Marketing Management, 69, 135-146.
  • Yang, H. C., Ju, Y. H. and Lee, Y. C. (2016). Effects of job stress on self-esteem, job satisfaction, and turnover intention. Journal of Transnational Management, 21(1), 29-39.
  • Westland, J. C. (2015). Data collection, control, and sample size. In Structural equation models, 1-175. Springer, Cham.

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

Yıl 2021, Cilt 22, Sayı 2, 151 - 165, 18.07.2021
https://doi.org/10.31671/doujournal.972998

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.

Kaynakça

  • Anagnoste, S. (2018, May). Robotic Automation Process–The operating system for the digital enterprise. In Proceedings of the International Conference on Business Excellence, 12(1), 54-69. Sciendo.
  • Berman, L., Jackson, J., Miller, K., Kowalski, R., Kolm, P. and Luks, F. I. (2018). Expert surgical consensus for prenatal counseling using the Delphi method. Journal of Pediatric Surgery, 53(8), 1592-1599.
  • Call Center Association. (2017). 2017 Call center association market research report, 1-71. Retrived from: https://www.cagrimerkezleridernegi.org/Public/Upload/ Catalog /KPI8I7JCAEW631A.pdf
  • Call Center Association. (2019). 2019 Call center association market research report, 1-16. Retrived from: https://www.cagrimerkezleridernegi.org/Public/Upload/ Catalog /V3EXWU4L447QLVW.pdf
  • Callaghan, F. (2017). An investigation into the motivational factors of call centre workers and the impact positive and negative forms of feedback have on employee performance, Master dissertation, 1-103. Retrived from https://research.thea.ie/ handle/20.500.12065/2555
  • Chicu, D., del Mar Pàmies, M., Ryan, G. and Cross, C. (2019). Exploring the influence of the human factor on customer satisfaction in call centres. BRQ Business Research Quarterly, 22(2), 83-95.
  • Choi, S., Cheong, K. K. and Feinberg, R. A. (2012). Moderating effects of supervisor support, monetary rewards, and career paths on the relationship between job burnout and turnover intentions in the context of call centers. Managing Service Quality: An International Journal, 492-516.
  • Cottam, T. (2020). CONTACT CENTRE 2025: Trends, opportunities and strategies. NICE. Retrived from https://www.nice.com/optimizing-customer-engagements/Lists/ WhitePapers/Contact_centre_2025.pdf
  • Çelik, N. (2016). Development of a decision support system for the solving problems of Turkey call center sector. Journal of International Social Research, 9(42), 1445-1453.
  • Dimitrov, D. M. (2006). Comparing groups on latent variables: A structural equation modeling approach. Work, 26(4), 429-436.
  • Doğrular, T. (2020). Korono etkisi ile çağri merkezlerinin değişen rolü. Call Centers Association. Retrived from https://www.cagrimerkezleridernegi.org/haber-detay/7185
  • Gürbüz, S. and Şahin, F. (2016). Sosyal bilimlerde araştırma yöntemleri (3. Baskı). Ankara: Seçkin Yayıncılık.
  • Kisiel, A. (2013). Performance measurement and job satisfaction in call centre. Master Dissertation, Dublin Business School, 1-88. Retrived from http://hdl.handle.net/10788/1675
  • Marr, B. and Parry, S. (2004). Sense and respond performance management at Fujitsu: Lessons, pitfalls, and achievements. In PMA 2004 Conference Proceedings, 55-62.
  • Poddar, A. and Madupalli, R. (2012). Problematic customers and turnover intentions of customer service employees. Journal of Services Marketing.
  • Richardson, R. and Gillespie, A. (2003). The call of the wild: Call centers and economic development in rural areas. Growth and Change, 34(1), 87-108.
  • Rose, E. and Wright, G. (2005). Satisfaction and dimensions of control among call centre customer service representatives. The International Journal of Human Resource Management, 16(1), 136-160. Schermelleh-Engel, K., Moosbrugger, H. and Müller, H. (2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. Methods of Psychological Research Online, 8(2), 23-74.
  • SERKA. (2011). “TRA2 bölgesinin kalkinmasinda çağri merkezi firsati”, Kars: Serhat Kalkınma Ajansı Yayını, 1-64. Retrived from http://www.serka.gov.tr/store/file/common/e8dbe4eae6eb57962b6a38559aa785c0.pdf
  • Singh, P. and Pandey, A. (2005). Women in call centres. Economic and Political Weekly, 684-688.
  • Syam, N. and Sharma, A. (2018). Waiting for a sales renaissance in the fourth industrial revolution: Machine learning and artificial intelligence in sales research and practice. Industrial Marketing Management, 69, 135-146.
  • Yang, H. C., Ju, Y. H. and Lee, Y. C. (2016). Effects of job stress on self-esteem, job satisfaction, and turnover intention. Journal of Transnational Management, 21(1), 29-39.
  • Westland, J. C. (2015). Data collection, control, and sample size. In Structural equation models, 1-175. Springer, Cham.

Ayrıntılar

Birincil Dil İngilizce
Konular İşletme
Bölüm Araştırma Makaleleri
Yazarlar

Rıdvan KESKİN Bu kişi benim (Sorumlu Yazar)
MANİSA CELÂL BAYAR ÜNİVERSİTESİ
0000-0001-5472-0976
Türkiye


Sadullah LUDERS Bu kişi benim
Robert Gordon University
0000-0002-0810-909X
Türkiye


Artun TOPAÇ Bu kişi benim
Türkiye

Yayımlanma Tarihi 18 Temmuz 2021
Yayınlandığı Sayı Yıl 2021, Cilt 22, Sayı 2

Kaynak Göster

APA Keskin, R. , Luders, S. & Topaç, A. (2021). PREDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL . Doğuş Üniversitesi Dergisi , 22 (2) , 151-165 . DOI: 10.31671/doujournal.972998