Improving the Measurement of Communication Satisfaction

Abstract

This article reexamines the psychometric properties of the Communication Satisfaction Questionnaire. Quantitative data were gathered in a major Australian retail organization resulting in 127 useable responses. A series of one-factor measurement models substantiated the validity of the factors. The study identified a second-order factor structure consisting of Informational and Relational Communication that was empirically superior to competing models. The instrument should make a worthwhile contribution to communication audits and encourage researchers and practitioners to use the instrument for empirical and diagnostic purposes to ultimately improve organizational communication.