Communication Satisfaction Questionnaire Research Articles

Strategic internal communication for effective internal employer branding

PurposeAlthough internal communication is perceived as one of the crucial elements for favorable internal evaluation of an employer brand (EB), the importance of internal communication for EB advocacy has been insufficiently theoretically problematized and related empirical evidence is almost non-existent. In this paper, the relationship between employees' satisfaction with internal communication and their perceptions of their employers' attractiveness is explored.Design/methodology/approachA questionnaire-based field research study was conducted on a sample of 3,457 Croatian employees. The Internal Communication Satisfaction Questionnaire (ICSQ) (Tkalac Verčič et al., 2009) and the Employer Attractiveness (EmpAt) Scale (Berthon et al., 2005) were used for assessing internal communication satisfaction (ICS) and employer attractiveness (EA).FindingsFindings reveal that respondents' overall satisfaction with internal communication in their organizations is significantly positively related with the overall attractiveness they assign to their employers, that all explored ICS dimensions are significant for the overall EA, and that each ICS dimension is significant for at least one EA dimension. The most relevant ICS dimensions for EA are “satisfaction with feedback” and “satisfaction with communication climate”.Originality/valueA conducted large sample study is among the first quantitative empirical studies that proved that employees who are satisfied with internal communication are likely to see their employers as attractive. Moreover, findings point toward internal communication endeavors which add more value to developing an attractive internal EB.

Situation-Background-Assessment-Recommendation Technique Improves Nurse-Physician Communication and Patient Satisfaction in Cataract Surgeries.

Background:Implementation of the Situation–Background–Assessment–Recommendation (SBAR) communication technique has been shown to increase nurse–physician communication and collaboration. However, data regarding its implementation in ophthalmology settings are limited.Objective:The purpose of this study was to evaluate the impact of implementing SBAR on nurse–physician communication and on the safety and satisfaction of patients undergoing cataract surgery.Materials and Methods:This cross-sectional study was conducted in the Ophthalmology Department of Zhongshan Hospital, Xiamen University, Xiamen, China, from April 2016 to December 2018. SBAR was implemented through a 1-h course that was repeated every 2 months for 2 years. All nurses and physicians completed the Physician–Nurse Communication Satisfaction Questionnaire before SBAR implementation and 1- and 2-year post-implementation. In addition, all patients who underwent cataract surgery during the defined pre-implementation and 1- and 2-year post-implementation periods were invited to complete a patient satisfaction questionnaire.Results:In total, 10 nurses and 6 physicians completed all three pre- and post-implementation surveys. In addition, 1215 patients undergoing cataract surgery participated: 358 in the pre-implementation phase, 425 in the 1-year post-implementation, and 432 in the 2-year post-implementation. Physician–nurse communication significantly improved in both 1- and 2-year post-implementation periods compared with the pre-implementation phase (P < 0.01). In addition, there was a significant increase in patient satisfaction scores (P < 0.01) and a decrease in medical complaints and malpractices (P < 0.01) between the pre- and post-implementation phases.Conclusion:SBAR is a useful tool for enhancing nurse–physician communication and for improving the safety and satisfaction of patients undergoing cataract surgery.

The relationship between organizational communication and missed nursing care in oncology wards in Taiwan.

AimUnfavourable communication increases missed nursing care. Oncology wards have more communication complexity than general wards; therefore, creating a positive communication environment is important for ensuring quality care. This study aimed to understand the relationship between organizational communication satisfaction and missed nursing care in Taiwan.DesignThis cross‐sectional study was performed to measure organizational communication satisfaction and missed nursing care in six oncology wards at a stand‐alone cancer centre hospital in Taipei, Taiwan in December, 2018.MethodsThe study collected data using the Communication Satisfaction Questionnaire and the MISSCARE survey. The data were analysed using descriptive statistics, t test, analysis of variance and Pearson product–moment correlation analysis in December 16, 2018.ResultsA total of 111 questionnaires were collected, and the response rate was 92.5%. The study showed that nurses tended to miss nursing care when they were dissatisfied with the unit's manpower status organizational communication environment, horizontal and diagonal communication and informal communication.

Measuring internal communication satisfaction: validating the internal communication satisfaction questionnaire

PurposeThe study examines the psychometric properties of internal communication satisfaction questionnaire (ICSQ), an instrument originally developed in Croatian. A need for a contemporary instrument validated among a non-English-speaking population of employees who use English as their second language motivated the authors to translate the scale.Design/methodology/approachICSQ was validated on a sample of 507 employees of a large Croatian subsidiary of a multinational bank, where English is the official corporate language.FindingsICSQ displayed satisfactory levels of psychometric properties, retaining the psychometric properties of the original version of the instrument. A confirmatory factor analysis revealed the acceptable model–data fit of the eight-factor model. Additionally, findings supported the reliability and construct validity of the English version of the instrument. Good internal consistencies of all eight internal communication satisfaction (ICS) dimensions and the total ICSQ and an adequate level of scale homogeneity according to the inter-item and inter-total correlations were found.Research limitations/implicationsIn order to generalize the study’s results to other business areas and industries, the study should be replicated in other contexts. Additionally, construct validity was tested by applying cross-sectional design, and therefore, no conclusion can be drawn on the causal direction of the relationship. Finally, the discriminant validity of ICSQ was not tested and should be examined in future studies.Practical implicationsThe resulting 32-item instrument, in English, can be used for empirical and practical purposes in improving internal communication.Originality/valueThe study confirms that internal communication is a multidimensional construct and should be measured as such.

Safety Climate and Organizational Communication Satisfaction Among Korean Perianesthesia Care Unit Nurses

PurposeThis study investigated organizational communication satisfaction and safety climate among perianesthesia care unit (PACU) nurses and factors affecting safety climate. DesignA cross-sectional study of 103 registered nurses currently working in PACUs in Korea. MethodsOrganizational communication satisfaction was measured using the Communication Satisfaction Questionnaire, and safety climate was assessed using the Safety Attitudes Questionnaire-Korean version 2. Additional questions covered the demographics of the respondents and the characteristics of the hospital where they worked. FindingsFactors affecting teamwork climate included communication climate and horizontal informal communication. Safety climate was affected by media quality and organizational integration; job satisfaction by working in secondary hospitals, communication climate, and media quality; perception of management by working in public hospitals, media quality, and personal feedback; and working conditions by working in public hospitals, media quality, and personal feedback. ConclusionsThe results show that Korean PACU nurses experience poorer safety climate compared with other countries. One suggestion is to enhance nurses’ satisfaction using organizational communication (eg, by developing effective communication media that satisfy users) and to promote communication at an organizational level so that individual health care professionals are aware of their organizations’ vision and policies.

The influence of internal communication satisfaction on employees’ organisational identification: Effect of perceived organisational support

Aim/purpose – This paper bases on the social exchange and social identification theo-ries with the purpose of understanding if the internal communication helps to improve organisational identification, supplemented by the effect of perceived organisational support. The exact aim of this research is to gain a better understanding of the internal communication process from the employees’ perspective, and to explore how the satis-faction with internal communication influences employees’ attitudinal and behavioural responses. Specifically, this study tends to examine the effect of the satisfaction with internal communication on organisational identification. Subsequently, it also aims to investigate the mediating role of perceived organisational support.Design/methodology/approach – This study is operationalised through quantitative approach. The hypotheses were tested in a cross-sectional survey which was completed by 132 employees working in a variety of jobs and organisations in Portugal, mostly in the sector of transportations and storage. The research focused on employee satisfaction with the internal communication of the organisation for which they are working, meas-ured with the Internal Communication Satisfaction Questionnaire. The research model was analysed using SmartPLS, a structural equation modelling tool. Findings – The results suggest that the importance of how an organisation communi-cates internally is important to encourage the employees’ organisational identification. The results indicate also that there is a significant relationship between satisfaction with internal communication and perceived organisational support which mediates the rela-tionship of internal communication and organisational identification. Research implications/limitations – This research is cross-sectional, which limits the causality of its findings. Additionally, the use of filter-question caused a significant reduction in the reached sample size. Originality/value/contribution – This paper addresses the internal communication to investigate the employee-based perceptions. It proposes a conceptual model and supports it with empirical findings. As a result, this study addresses concerns that are the current management fads and addresses the research gap, as only a few empirical studies have previously examined the internal communication as an antecedent of organisational identification.

VALIDITY AND RELIABILITY TESTING OF THE ORGANIZATIONAL COMMUNICATION SATISFACTION SCALE FOR MILLENIAL EMPLOYEES IN INDONESIA

This study aims to test and carry out the process of adapting the organizational communication satisfaction measurement tool of millennial employees in Indonesia. The purpose of this research is to discover suitable measurement of communication satisfaction, adjusted to the conditions in Indonesia. Confirmatory Factor Analysis (CFA) method with AMOS version 18 was used to analyzed data of 738 people who participated in the study from April to August 2019. The CFA model used to test the Communication Satisfaction instrument uses the second-order model consisting of seven dimensions: Communication Climate and Organizational Integration; Supervisory Communication; Media Quality; Horizontal (Coworker) Communication; Organizational Perspective (Corporate Information); Personal Feedback; Subordinate CommunicationThe scale was adapted from the Communication Satisfaction questionnaire developed by Down & Hazen (1977), Down & Adrian (2004), Okay and Okay (2009) and Wagner et al. (2014). The results show that the scale is valid for 40 items and invalid for 1 item. It is concluded that the adaptation process was successfully carried out, and the scale could be used for millennial employees. Keywords :Communication satisfaction, millennial employees, scale adaption, organizational performance

Communication satisfaction and job satisfaction among critical care nurses and their impact on burnout and intention to leave: A questionnaire study

ObjectivesTo investigate the relationship between communication and job satisfaction and their association with intention to leave and burnout among intensive care unit nurses. Research methodology/designA multicentre questionnaire study. Setting/participantsIntensive care nurses (n = 303) from three Flemish hospitals. Main outcome measuresCommunication satisfaction assessed by the Communication Satisfaction Questionnaire, intention to leave through the Turnover Intention Scale (from the Questionnaire for the Perception and Assessment of Labour) and burnout by the Maslach Burnout Inventory. Job satisfaction was measured by a visual analogue scale. ResultsAverage job satisfaction was 7.66 ± 1.34/10. Nurses were most satisfied about ‘Communication with supervisor’ (68.46%), and most dissatisfied about ‘Organisational perspectives’ (34.12%). Turnover intention was low among 49.5% (150/290) and high among 6.6% (20/290). Three percent (9/299) of intensive care nurses were at risk for burnout. All dimensions of communication satisfaction were moderately associated with job satisfaction, intention to leave and burnout. ConclusionThis study demonstrated high levels of communication and job satisfaction in a sample of nurses in Flanders. Intention to leave and burnout prevalence were low. To a certain extent, communication satisfaction might be associated with job satisfaction, intention to leave and burnout.

Communication Satisfaction: A Study on Junior Executives working in Private Sector of Bangladesh

The study was an attempt to explore the level of communication satisfaction perceived by junior executives working in private sector in Bangladesh. Data were collected using the “Communication Satisfaction Questionnaire” developed by Downs and Hazen’s (1977). The Questionnaire consisted of 40 items divided into eight dimensions: Communication Climate, Supervisory Communication, Organizational Integration, Media Quality, Co-worker Communication, Organizational Perspective, Personal Feedback, and Relationship with Subordinates. Data were analyzed with Kolmogorov-Smirnov, Shapiro-Wilk and Mann-Whitney U tests and by using other suitable statistical tools. The study reported very low level of communication satisfaction perceived by the junior executives. It also found a significant difference in levels of communication satisfaction between male and female executive in terms of “Communication Climate”, “Personal Feedback” and “Subordinate Communication”. Finally, recommendations were made for developing and maintaining a better organizational communication to achieve the desired performance and to sustain competition in the long run.Journal of Business and Technology (Dhaka) Vol.11(1-2) 2016; 69-90

A quantitative study on organisational commitment and communication satisfaction of professional staff at a master’s institution in the United States

ABSTRACTThis study examined communication satisfaction and organisational commitment for professional staff at an American Master’s institution using two quantitative surveys: Downs and Hazen’s Communication Satisfaction Questionnaire and Meyer and Allen’s TCM Employee Commitment Survey. One hundred and sixty-eight full-time and part-time staff participated in this single-institution survey. Descriptive statistics, correlations and linear regression analysis were used. This study resulted in three overarching conclusions. First, a relationship exists between organisational commitment and communication satisfaction in an American higher education context. Second, communication climate can predict normative organisational commitment. Third, participants in this study had a high level of affective commitment.

Intraorganizational Communication and Job Satisfaction Among Flemish Hospital Nurses: An Exploratory Multicenter Study.

Intraorganizational communication affects job satisfaction and turnover. The goal of this study was to explore relationships between communication and job satisfaction, intention to leave, and burnout among Flemish hospital nurses. A multicenter questionnaire study was conducted in three hospitals using the Communication Satisfaction Questionnaire, the Turnover Intention subscale of the Questionnaire on the Experience and Evaluation of Work, and the Maslach Burnout Inventory. A visual analog scale measured job satisfaction. The mean job satisfaction score was 7.49/10 (±1.43). Almost 7% of nurse participants (93/1,355) reported a high intent to leave, and 2.9% of the respondents (41/1,454) had a score indicative of burnout. All dimensions of communication were associated with job satisfaction. A low score on any dimension of communication satisfaction, except "Relationship With Employees," was associated with higher intent to leave and burnout. Study findings support the need for management interventions to enhance efficient communication and ensure high-quality care and patient safety.

The Relationship between Clinical Instructor’s Communication Satisfaction and Their Organizational Commitment at the Faculty of Nursing- Cairo University

Background: Worker’s communication satisfaction begins to be an important factor in determining organizational commitment of employees. Employees tend to feel happy and loyal to the organization if they have a good communication relationship. Aim: The main purpose of this study was to examine the relationship between clinical instructor’s Communication satisfaction and their organizational commitment. Design: Descriptive correlational design was utilized in this study. Setting: The present study was carried out at the faculty of nursing- Cairo University. Subjects: A convenient sample of (125) clinical instructors who are working at the faculty of nursing- Cairo University and are willing to participate in the study constituted the study sample. Tools: Data of the present study were collected through utilizing the following two tools: Communication Satisfaction Questionnaire (CSQ) and Organizational Commitment Questionnaire (OCQ). Results: The findings of the present study indicated that there was an explicit positive relationship between clinical instructor's communication satisfaction and their organizational commitment, there was a statistical significant correlation between clinical instructor’s satisfaction with the current position and communication satisfaction and their organizational commitment. Recommendations: replication of this study is recommended in private and governmental educational organizations, organizations can improve communication by providing opportunities for training programs and workshops for continues improvement with the focus on effective communication and future research studies conducted to investigate the relationship between communication satisfaction and other variables as job satisfaction, turnover and productivity .

The Impact of Organisational Communication Satisfaction on Employee Productivity

An employees perception about various aspects of organisational communication is very important as it directly affects his performance. The objective of this paper is to examine the impact of organizational communication satisfaction on employee productivity in different organizations. The paper tries to explore the importance of employee perceptions about organizational communication and its correlation with employee productivity. A survey of 300 employees from ten different companies in India with diverse portfolio was conducted for this study. The Downs and Hazens (1977) Communication Satisfaction questionnaire (CSQ) was used to understand the importance of communication satisfaction in organizations and also to test the Communication Satisfaction Index of the particular organisation. A separate questionnaire for rating employee productivity was used through which a Productivity Index (PI) was derived. Pearsons correlation and regression were used to determine the actual correlation between the two variables. The results indicate that the organizational communication satisfaction has a positive correlation with the employee productivity. If employees feel that the organizational communication is effective, it leads to increased productivity. It is also seen that when communication satisfaction is low, managerial evaluation of productivity in terms of quality, efficiency, punctuality, and planning is low. The study results through an independent test endorse the fact that communication satisfaction is a very important factor in organisational setup and has a significant impact on employee productivity in all types of organisations.

Do We See Eye to Eye? The Relationship Between Internal Communication and Between-Group Strategic Consensus

Although organization-wide strategic consensus is considered a prerequisite for effective strategy execution, research analyzing the degree, content, and antecedents of strategic consensus between hierarchically distant employee groups is limited. The present study addresses this issue by using the Communication Satisfaction Questionnaire to examine the relationship between internal communication and between-group strategic consensus. To test these assumptions, data were collected from the top management team and lower-level employees of a hospital. The results indicate that a multifaceted operationalization of strategic consensus should be used because between-group consensus varies according to the content domain under investigation. Second, the findings indicate that it is important to analyze the direction of between-group disconsensus because employees can overestimate or underestimate the importance of strategic priorities. Third, the results indicate that the perceived quality of organizational information, organizational integration, and vertical communication (in contrast to horizontal communication) are associated with higher levels of strategic consensus.

Study on Communication Satisfaction of Trainers in Higher Education at Institutions in East Bangalore

The role of communication satisfaction has comparatively been downplayed in importance compared to job satisfaction. One must need to showcase the fact that communication satisfaction is a prime determinant of job satisfaction. Communication satisfaction could be a potential component even in attrition. We often hear people quitting organizations because of insecurity created in the work environment through the so called talk in the air. Most of the organizational policies get decoded in personal context with varying degrees of interpreting management decisions. The present study is intended to explore the intricacies of Organizational Communication using Communication Satisfaction Questionnaire (CSQ) developed by C.W. Downs and Hazen. The study is focused on communication satisfaction of employees in Higher Education in East Bengaluru (Bangalore), which is chosen as the population and a sample of 57 respondents from the teaching fraternity. The prime objective of the study would be to see if ages, experience and gender affect the perceived quality of Communication Satisfaction within the organization. Alternate hypotheses had been framed to check the impact of the independent variables namely age, gender and experience on the dependent variable, Communication Satisfaction. The findings throw light on significant variations in perceived communication satisfaction and were observed that age and experience do influence the factor under investigation for this presentation.

Communication satisfaction of professional nurses working in public hospitals.

This study aimed to establish and describe the level of communication satisfaction that professional nurses experience in selected public hospitals in the City of Johannesburg, South Africa. The success of any organisation depends on the effectiveness of its communication systems and the interaction between staff members. Data were collected by means of questionnaires, based on the Communication Satisfaction Questionnaire (CSQ), from a sample of 265 professional nurses from different categories, chosen using a disproportionate random stratified sampling method. The results indicated poor personal feedback between nurse managers (operational managers) and professional nurses, as well as dissatisfaction among nurse managers and professional nurses with regard to informal communication channels. A lack of information pertaining to policies, change, financial standing and achievements of hospitals was identified. Nurse managers should play a leadership role in bringing staff of different departments together by creating interactive communication forums for the sharing of ideas. The results emphasise the need for nurse managers to improve communication satisfaction at all levels of the hospital services in order to enhance staff satisfaction and create a positive working environment for staff members.

Network Analysis as a Communication Audit Instrument

Network analysis is one of the instruments in the communication audit toolbox to diagnose communication problems within organizations. To explore its contribution to a communication audit, the authors conducted a network analysis within three secondary schools, comparing its results with those of two other instruments: interviews focusing on critical incidents and a communication satisfaction questionnaire. The results show that network analysis may complement interview and survey data in several ways, by uncovering unique problems or by explaining or corroborating problems that were uncovered by the critical incidents or the survey. The results also show that additional data are sometimes needed to make sense of network characteristics.

Relationship between Organizational Communication Satisfaction and Organizational Justice: An Empirical Study

This study aimed to investigate the relationship between organizational communication satisfaction and organizational justice and to explore the impact of communication satisfaction on perceived justice in a group of university employees. Data were obtained through questionnaires among 481 academics working in public and private universities in Turkey. The research measures used in this study were the Communication Satisfaction Questionnaire of Downs and Hazen and the Organizational Justice Scale of Colquitt. Correlation analysis showed that there was an explicit positive relationship between organizational communication satisfaction and organizational justice. Communication satisfaction explained 63.9% of the variability in perceived organizational justice and dimensions of justice (procedural, distributive, interpersonal, informational) were all found to be markedly related to communication satisfaction. Besides, a stronger relation was assessed for procedural justice. In conclusion, the present study supported the expected relationship between communication satisfaction and organizational justice and implied that higher level of communication satisfaction can favorably influence the perceptions of organizational justice

Variation in communication satisfaction of academic staff in universities in Yemen depending on national culture

PurposeThe purpose of this study is to provide an assessment of communication practices in universities in Yemen. The paper also gives further insight into the relationship between national culture (NC) and communication satisfaction (CS) of multicultural teams at universities.Design/methodology/approachThe study used a quantitative research design and used quantitative instruments to collect data from 338 faculty members from different countries including professors, associate professors, assistant professors, teachers, and tutors working at four universities in Yemen. Data were collected using the CS questionnaire and the Value Survey Module.FindingsThe analysis of the data shows that the CS levels among the academic staff vary according to the nationality. In addition, analysis of the data revealed that there is a significant relationship between CS factors and NC dimensions.Originality/valueThis research provides valuable insight into the faculty members' development and performance. It may assist the multicultural academic staff to be able to help, improve working relationships, and understanding of intercultural communication which help them to reach a CS.

Relationship among Communication Competence, Communication Types, and Organizational Commitment in Hospital Nurses

Purpose: This study was done to explore the relationship in hospital nurses' of communication competence, communication types, and organizational commitment and to provide basic data for developing programs to improve internal communication and to promote nurses' commitment to their organizations. Methods: The participants included 316 nurses who worked in two general hospitals. The tools used for this study were the Global Interpersonal Communication Competence Scale (GICC) and Communication Satisfaction Questionnaire by Downs & Hazen (1981), revised by Seo (2002) and Mowday's tool (1979) for organizational commitment. Data were analyzed using SPSS/PC+12.0. Results: The mean score for communication competence was 3.46, and for organizational commitment, 3.19. For communication types, the mean score for formal communication was 3.18 and informal communication, 2.59. Communication competence had a positive relationship with formal communication (r=.32) and with informal communication (r=.16). Organizational commitment had a positive relationship with formal communication (r=.53), communication competence (r=.30), and informal communication (r=.27). Conclusion: The results indicate the necessity of developing programs to promote nurses' communication competence and also developing a system that will enrich active communication. Systematic and continuous training in communication is also highly recommended.