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

*Corresponding author: Joanne E. M. Yllescas*

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original research


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.
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.
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.
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.
Quality of work life; Quality-of-life; Design; Validation; Psychometry.