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n Communicatio : South African Journal of Communication Theory and Research - A critical evaluation of the Downs-Hazen instrument (CSQ) by measuring employee communication satisfaction at a private higher education institution in South Africa : organisational and management communication

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Abstract

Die doel van hierdie artikel is 'n kritiese evaluasie van die Downs-Hazen instrument (CSQ) deur die meting van werknemer kommunikasietevredenheid by 'n privaat hoër onderwysinstansie in Suid- Afrika. Drie kommunikasietevredenheid dimensies, bestaande uit agt konstrukte, is gemeet. Die resultate dui aan dat, alhoewel werknemers tevrede is met die verhouding met hul hoofde, daar 'n behoefte aan beter kommunikasie oor die sielkundige atmosfeer in die organisasie; die inligting wat werknemers ontvang oor hul onmiddellike werkomgewings, vergaderings en geskrewe voorskrifte; horisontale en informele kommunikasie wat akkuraat is en vry vloei; inligting oor die organisasie in geheel; asook die wyse waarop werknemers beoordeel en ge-evalueer word. <br>'n Finale gevolgtrekking is dat die Downs-Hazen CSQ steeds toepasbaar is ten spyte van die feit dat dit amper 30 jaar gelede vir die eerste keer ontwikkel is. Verder het die aanpassings van die items in hierdie studie nie die betroubaarheid van die aangepaste meetinstrument beïnvloed nie.

The aim of this article is to provide a critical evaluation of the Downs-Hazen instrument (Communication Satisfaction Questionnaire) (CSQ) by applying it to the measurement of employee communication satisfaction at a private higher education institution in South Africa. Three communication satisfaction dimensions, consisting of eight constructs, were measured. The results indicated that although employees are satisfied with their relationship with superiors, a need exists for improved communication on the psychological atmosphere in the organisation; the information employees receive about their immediate work environments, meetings and written directives; horizontal and informal communication that is accurate and free flowing; information about the organisation as a whole; as well as the way in which employees are being judged and appraised. <br>A final conclusion is that the Downs-Hazen CSQ is still applicable even though it was first developed almost 30 years ago. Furthermore, the adjustments to items in this study did not affect the reliability of the adapted questionnaire.

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/content/commu/32/1/EJC27858
2006-01-01
2016-12-06
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