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Communication Satisfaction in the Bank: An Audit Evaluation

University of Arizona

This study sought to evaluate some structural influences on perceived commu nication adequacy in a multi-branch banking organization. Since communica tion satisfaction affects employee job satisfaction as well as productivity, this study explored factors which may impede effective information transmission. This study used a communication audit to determine which groups within the banking system were experiencing dissatisfaction with communication received. Analysis of variance showed that part-time employees were signifi cantly less satisfied than hourly workers. Explanations of rising expectations, as well as local interference with corporate-based communication efforts are explored, and the audit approach is recommended for similar eualuations.

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				R. N. Conaway The Communication Audit as a Class Project Business Communication Quarterly, January 1, 1994; 57(2): 39 - 43. [PDF]