REDICTIVE FACTORS OF EMPLOYEES SATISFACTION IN TELECOMMUNICATION CALL CENTRE SECTOR IN TURKEY: A CASE STUDY WITH STRUCTURAL EQUATION MODEL
No Thumbnail Available
Date
2021
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
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).