Reliability of a questionnaire and an ergonomic checklist for assessing working conditions and health at call centres.
BACKGROUND
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.


METHODS
Fifty-seven operators participated in a retest questionnaire and 58 operators participated in an inter-observer test.


RESULTS
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.


CONCLUSIONS
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.
Norman
Kerstin
K
Department for Work and Health, National Institute for Working Life, Stockholm, Sweden. kerstin.norman@niwl.se
Alm
Håkan
H
Wigaeus Tornqvist
Ewa
E
Toomingas
Allan
A
D003430:Cross-Sectional Studies; D006804:Ergonomics; D005260:Female; D015277:Hotlines; D006801:Humans; D008297:Male; D016272:Occupational Health; D011795:Surveys and Questionnaires; D013548:Sweden