VALIDITY AND RELIABILITY STUDY OF CUSTOMER-RELATED SOCIAL STRESSORS SCALE

Yıl 2020, Cilt: 10 Sayı: 19, 139 - 154, 30.06.2020

Salih Dursun , Oğuz Başol

Öz

Customer-related social stressors are defined as the work stress experienced by employees providing services to customers in social interaction in the workplace. This situation, which threatens the employees especially in the service sector, is considered an important problem causing the decrease in job satisfaction and an increase in burnout. In this study, this research aims to adapt to the customer-related social stressor Scale, developed by Dormann ve Zapf in the year of 2004, into the Turkish language. According to the results of the research conducted with the participation of 328 service-sector employees, the factor loadings of the items in the scale ranged between 0,529 and 0,847 and the total explained variance was determined as 59,95%. According to the confirmatory factor analysis results, the customer-related social stressor scale consists of 16 items and 3 factors (Chi-square / degree of freedom: 2,94; RMSEA: 0.077; NFI: 0.94; NNFI: 0.96; CFI: 0.96; GFI: 0.90 ve AGFI: 0.86). The internal consistency of the scale was calculated as 0.888 and item-total correlations ranged between 0,311 ile 0,714. As a result, after the analysis, it was concluded that the customer-related social stressor scale is valid and reliable for Turkish society.

Anahtar Kelimeler

Customer-related social stressors, scale, validity, reliability

MÜŞTERİLERLE İLGİLİ SOSYAL STRESÖRLER ÖLÇEĞİNİN GEÇERLİK VE GÜVENİLİK ÇALIŞMASI

Öz

Müşterilerle ilgili sosyal stresörler, müşterilere hizmet sunan çalışanların iş yerindeki müşterilerle sosyal etkileşim sırasında yaşadığı iş stresi olarak tanımlanmaktadır. Özellikle hizmet sektöründe çalışanları tehdit eden bu durum, çalışanların iş tatminlerinin düşmesine ve tükenmişlik artışına neden olan önemli bir problem olarak değerlendirilmektedir. Bu çalışma 2004 yılında Dormann ve Zapf tarafından geliştirilen müşterilerle ilgili sosyal stresörler ölçeğinin Türkçe geçerlik-güvenirlik çalışmasını gerçekleştirmeyi amaçlamaktadır. 328 hizmet sektörü çalışanının katılımıyla gerçekleştirilen araştırma sonuçlarına göre, ölçekte bulunan maddelerin faktör yükleri 0,529 ile 0,847 arasında değişmektedir ve açıklanan toplam varyans %59,95 olarak tespit edilmiştir. Gerçekleştirilen doğrulayıcı faktör analizi sonuçlarına göre, müşterilerle ilgili sosyal stresörler ölçeği (Ki-kare/serbestlik değeri: 2,94; RMSEA: 0.077; NFI: 0.94; NNFI: 0.96; CFI: 0.96; GFI: 0.90 ve AGFI: 0.86) 16 madde ve 3 faktörden oluşmaktadır. Ölçeğin içsel tutarlığı 0,888 olarak hesaplanmıştır ve madde-toplam korelasyonlarının 0,311 ile 0,714 arasında değiştiği görülmüştür. Sonuç olarak analizler, müşterilerle ilgili sosyal stresörler ölçeğinin bu alandaki araştırmalarda, araştırmacılar tarafından kullanılabilecek geçerli ve güvenilir bir ölçme aracı olduğunu göstermektedir.

Anahtar Kelimeler

Müşterilerle ilgili sosyal stresörler, ölçek, geçerlik, güvenirlik

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