Çağrı merkezlerinde etik liderliğin çalışanların performansına etkisi
Küçük Resim Yok
Tarih
2020
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İstanbul Beykent Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu araştırmanın temel amacı, çalışanların etik liderlik algısının iş performansı üzerindeki etkisini ölçümlemektir. Ayrıca araştırmada katılımcıların gelir, kıdem, yaş, cinsiyet, eğitim durumu ve medeni durumu gidi demografik özelliklerine göre algılanan etik liderliğin ve iş performansı düzeylerin farklılaşıp farklılaşmadığı da belirlenecektir. Çalışmada çağrı merkezinde 208 çalışanı üzerinde anket gerçekleştirilmiştir. Çalışmada toplanmış veriler SPSS 25,0 programıyla yardımıyla çözümlenmiştir. Ampirik analizlerde t-testi ve tek yönlüm anova, regresyon ve pearson korelasyon yöntemi kullanılmıştır. Yapılan analiz sonucunda etik liderliğin iş performansı üzerinde etkili olduğu tespit edilmiştir. Başka ifade ile iş performansı ile etik liderlik ölçeğinin gücü paylaşma, ahlak dürüstlük, rol açıklığı boyutları arasında pozitif ve istatistiksel olarak anlamlı bir ilişki olduğu ortaya konmuştur. Bunun yanı sıra çağrı merkezi çalışanlarının demografik özelliklerine göre etik liderlik algılarının farklılaştığı belirlenmiştir.
The main purpose of this research is to reveal the effect of call center employees' ethical leadership perception on business performance. In addition, it will be determined whether the ethical leadership and job performance levels perceived according to the demographic characteristics of the participants according to their income, seniority, age, gender, educational status and marital status. In the study, a questionnaire was conducted on 208 employees in the call center. The data collected in the study were analyzed with the help of SPSS 25.0 program. In empirical analysis, t-test and one-way anova, regression and pearson correlation method were used. As a result of the analysis, it has been determined that ethical leadership has an impact on business performance. In other words, it has been demonstrated that there is a positive and statistically significant relationship between business performance and ethical leadership scale sharing power, moral integrity and role clarity. In addition, it was determined that the perceptions of ethical leadership differ according to the demographic characteristics of call center employees.
The main purpose of this research is to reveal the effect of call center employees' ethical leadership perception on business performance. In addition, it will be determined whether the ethical leadership and job performance levels perceived according to the demographic characteristics of the participants according to their income, seniority, age, gender, educational status and marital status. In the study, a questionnaire was conducted on 208 employees in the call center. The data collected in the study were analyzed with the help of SPSS 25.0 program. In empirical analysis, t-test and one-way anova, regression and pearson correlation method were used. As a result of the analysis, it has been determined that ethical leadership has an impact on business performance. In other words, it has been demonstrated that there is a positive and statistically significant relationship between business performance and ethical leadership scale sharing power, moral integrity and role clarity. In addition, it was determined that the perceptions of ethical leadership differ according to the demographic characteristics of call center employees.
Açıklama
Anahtar Kelimeler
İşletme, Business Administration
