Publication: Bankacılık sektöründe çağrı merkezi çalışanlarının tükenmişlik ve örgütsel bağlılık düzeyleri üzerine bir araştırma
Abstract
Bu araştırmada, bankacılık sektöründe çağrı merkezi çalışanlarının tükenmişliğin boyutlarından, duygusal tükenme, duyarsızlaşma ve düşük kişisel başarı hissi düzeylerinin, örgütsel bağlılık boyutlarından duygusal bağlılık, devam bağlılığı ve normatif bağlılık düzeyleri arasındaki ilişki incelenmiştir. Araştırma 4 büyük bankanın çağrı merkezinde görev alan 302 çağrı merkezi çalışanından veri toplanarak gerçekleştirilmiştir. Verilerin toplanmasında Kişisel Bilgi Formu, Maslach Tükenmişlik Ölçeği ve Allen-Meyer Örgütsel Bağlılık Ölçeği kullanılmıştır. Anket sonucunda elde edilen verilerin analizi için SPSS 13.0 for Windows Paket Statistical Programme for Social Sciences / Sosyal Bilimler için İstatistik Paket kullanılmıştır. Araştırma sonucunda elde edilen verilerin analizinde, Frekans Analizi, Cronbach Alpha Güvenilirlik Analizi, Faktör Analizi, Korelasyon Analizi ve Regresyon Analizi kullanılmıştır. Araştırmadan elde edilen veriler sonucunda, duygusal tükenme ile duygusal bağlılık ve normatif bağlılık arasında negatif yönlü, kuvvetli bir ilişki tespit edilirken, devam bağlılığı arasında bir ilişki bulunamamıştır. Duyarsızlaşma ile duygusal bağlılık arasında negatif yönlü, kuvvetli bir ilişki tespit edilirken, normatif bağlılık arasında negatif yönlü orta derecede bir ilişki tespit edilmiştir. Duyarsızlaşma ile devam bağlılığı arasında bir ilişki bulunamamıştır. Düşük kişisel başarı hissi ile duygusal bağlılık arasında negatif yönlü, orta derecede bir ilişki tespit edilirken, normatif bağlılık arasında negatif yönlü zayıf bir ilişki tespit edilmiştir. Düşük kişisel başarı hissi ile devam bağlılığı arasında bir ilişki bulunamamıştır. Araştırma bulgularına göre, tükenmişliğin duygusal bağlılık ve normatif bağlılıkla ilişkisi negatif yönlüyken, devam bağlılığı arasında bir ilişki tespit edilememiştir. Bu durumda, tükenmişliğin artması, duygusal bağlılığı ve normatif bağlılığı azaltırken, devam bağlılığını ise etkilememektedir.
The aim of this study was to explore the relationship between burnout dimensions, which defined as a syndrome of emotional exhaustion, depersonalization and reduced personal accomplishment, second dimension is organizational commitment, which has three distinct components; affective commitment, continuance commitment and normative commitment, and it has done with call centre employees who work in the banking sector. This survey study is implemented on the 302 call centre employees of the four major banks. In this research, Allen and Meyer’s Organizational Commitment Scale, Maslach’s Burnout Inventory and Personal Information Form were used for data collection. The survey results analyzed using SPSS 13.0 for Windows Package Programme (Statistical Package Programme for Social Sciences). The results of the survey data analyzed with Frequency Analysis, Cronbach’s Alpha Reliability Analysis, Factor Analysis, Correlation Analysis and Regression Analysis. As a result of the study; firstly, there was a strong negative linear relationship between emotional exhaustion, affective commitment and normative commitment also there was not relationship found with continuance commitment. Secondly, there was a strong negative linear relationship between depersonalization and affective commitment also there was a medium level of relationship found with normative commitment. Then, there was not relationship between depersonalization and continuance commitment. Next, there was a medium level of negative linear relationship between reduced personal accomplishment and affective commitment also there was a weak negative linear relationship found with normative commitment. Last, there was not relationship between reduced personal accomplishment and continuance commitment. Also result of analyses; burnout got negative linear relationship between affective commitment and normative commitment, finally there was not relationship found with continuance commitment. Finally, in this case, increasing the burnout, while decreasing the affective commitment and normative commitment. It does not affect continuance commitment. Burnout, Organizational Commitment, Call Centre Employees in Banking Sector
The aim of this study was to explore the relationship between burnout dimensions, which defined as a syndrome of emotional exhaustion, depersonalization and reduced personal accomplishment, second dimension is organizational commitment, which has three distinct components; affective commitment, continuance commitment and normative commitment, and it has done with call centre employees who work in the banking sector. This survey study is implemented on the 302 call centre employees of the four major banks. In this research, Allen and Meyer’s Organizational Commitment Scale, Maslach’s Burnout Inventory and Personal Information Form were used for data collection. The survey results analyzed using SPSS 13.0 for Windows Package Programme (Statistical Package Programme for Social Sciences). The results of the survey data analyzed with Frequency Analysis, Cronbach’s Alpha Reliability Analysis, Factor Analysis, Correlation Analysis and Regression Analysis. As a result of the study; firstly, there was a strong negative linear relationship between emotional exhaustion, affective commitment and normative commitment also there was not relationship found with continuance commitment. Secondly, there was a strong negative linear relationship between depersonalization and affective commitment also there was a medium level of relationship found with normative commitment. Then, there was not relationship between depersonalization and continuance commitment. Next, there was a medium level of negative linear relationship between reduced personal accomplishment and affective commitment also there was a weak negative linear relationship found with normative commitment. Last, there was not relationship between reduced personal accomplishment and continuance commitment. Also result of analyses; burnout got negative linear relationship between affective commitment and normative commitment, finally there was not relationship found with continuance commitment. Finally, in this case, increasing the burnout, while decreasing the affective commitment and normative commitment. It does not affect continuance commitment. Burnout, Organizational Commitment, Call Centre Employees in Banking Sector