Reliability of a Questionnaire and an Ergonomic Checklist for Assessing Working Conditions and Health at Call Centres

Department for Work and Health, National Institute for Working Life, Stockholm, Sweden.
International journal of occupational safety and ergonomics: JOSE (Impact Factor: 0.35). 02/2006; 12(1):53-68. DOI: 10.1080/10803548.2006.11076671
Source: PubMed

ABSTRACT The purpose was to study the test-retest reliability and internal consistency of questions in a questionnaire concerning working conditions and health and the inter-rater reliability of observations and measurements according to an ergonomic checklist.
Fifty-seven operators participated in a retest questionnaire and 58 operators participated in an inter-observer test.
The questions had fair to good or higher reliability in 142 of the total of 312. Twenty-seven of the total of 44 variables in the ergonomic checklist were classified as having fair to good or higher reliability.
About half of the questions had fair to good or higher reliability and can be recommended for further analyses. The majority of variables in the ergonomic checklist were classified as having fair to good or higher reliability. Low reliability does not necessarily indicate that the reliability of the test, per se, is low but may signify that the conditions measured vary over time or that the answers are aggregated in one part of the scale.

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Available from: Allan Toomingas, Sep 26, 2015
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    • "Even though all observers (ergonomists) were trained to the point that their judgments were standardized, the relatively large number of observers involved in the study might have negatively influenced inter-observer reliability, leading to an increased risk of non-dependent misclassification and thus dilution of effects. However, in a study evaluating the reliability of the checklist, using more than one ergonomist in a similar population of professional computer users, the majority of the variables included in this study showed at least fair to good intra- and inter-observer reliability [46]. "
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