Design and Validation of the Quality of Work Life Scale for Call Center Workers of a Private Company in Downtown of Lima, 2019

Joanne E. M. Yllescas
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Abstract

Objective The purpose of the research was to build a scale of quality of working life, in telemarketers of a call center company in Downtown of Lima, with a sample of 700 telemarketers. Methods The methodology was obtained through a non-probabilistic convenience sampling, the validity was carried out through the judgment of 10 experts and the indices were obtained using the V. of Aiken p>0.80 and the Binomial test p<0.05 in 29 questions. The construct validity was obtained through confirmatory factor analysis, to explain the quality of working life composed of five dimensions according to Maslow’s theory. Results In the results, the Kaiser Meyer Olkin (KMO) measurement test yielded a value of 0.930, which means that it is greater than >0.80 over the number of observations for the base of respondents (700), for the test of Bartlett’s sphericity. is not significant (p<0.05), which means a correlation between the variables, in the total variance explained indicates that the instrument has five factors that explain 54.982% of the total variance, it tells us that the test is acceptable, whose factorial the loads ranged between 0.4 and 0.8 respectively. The reliability by internal consistency with a value of 0.919. Conclusion The relevance of the theoretical model to explain the quality of working life composed of five dimensions according to Maslow’s theory was verified, showing adequate adjustment indices: X2 /gl=4.920 and 4.711, CFI=0.835 and 0.90, RMSEA=0.075 and 0.073, except TLI=0.805 and 0.815 that did not show an adequate value.
利马市区某民营企业呼叫中心员工工作生活质量量表设计与验证,2019
目的以利马市中心某呼叫中心公司的700名电话营销人员为样本,构建工作生活质量量表。方法采用非概率方便抽样的方法,通过10位专家的判断进行效度检验,对调查对象基数(700)的观察数采用p>0.80的Aiken v和p>0.80的二项检验来获得指标,用于Bartlett球性检验。是不显著的(p<0.05),这意味着变量之间的相关性,在总方差解释表明该仪器有五个因素解释54.982%的总方差,它告诉我们,测试是可以接受的,其析因载荷范围分别在0.4和0.8之间。内部一致性的信度为0.919。结论根据马斯洛理论,由五个维度组成的理论模型解释工作生活质量的相关性得到了验证,其调整指标为:X2 /gl=4.920和4.711,CFI=0.835和0.90,RMSEA=0.075和0.073,除了TLI=0.805和0.815没有显示出足够的值。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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