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