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.

Relating Intercultural Communication Sensitivity to Conflict Management Styles, Technology Use, and Organizational Communication Satisfaction in Multinational Organizations in China

“…Factor analysis has shown different construct structures of the CSQ (e.g. Clampitt & Girard, 1988;DeConinck, Johnson, Busbin, & Lockwood, 2008;Gray & Laidlaw, 2004) including a five-factor structure (Clampitt & Girard, 1988) and a seven-factor structure (Gray & Laidlaw, 2004). Downs (1994b) suggested that other researchers should perform factor analyses to confirm the factors in the CSQ.…”

Testing a Mediational Model of Bullied Victims' Evaluation of Received Support and Post-Bullying Adaptation: A Japan-U.S. Cross-Cultural Comparison

“…Evaluation of enacted support (EES) is conceptualized as one's perception regarding the quality of supportive behaviors enacted by the interactional counterpart (see Goldsmith et al, 2000). On the other hand, Communication satisfaction purports to capture the positive affect perceived when given communicative exchanges meet individuals' expectations and internal standards (Gray & Laidlaw, 2004;Hecht, 1978). Albeit apparently similar, communication satisfaction represents one's perceptions of the overall interaction, whereas EES is more specifically about the support messages provided therein.…”

İletişim Doyumu Verimlilik İlişkisinde Örgütsel Bağlılık ve İş Tatmininin Rolü: Çoklu Aracılı Bir Model Testi

“…Bu çalışmada örneklem daha çok yönetsel olmayan pozisyonlardaki işgörenlerden oluştuğu için ast ile iletişimi ölçmeye yönelik olan beş ifade ölçekten çıkarılarak 35 ifadeden oluşan ölçek araştırmada kullanılmıştır. Ayrıca, ölçeğin sekiz boyutlu yapısı bazı çalışmalarda (örneğin; Pincus, 1986;Gray, Laidlaw, 2004;DeConinck vd., 2008) faktörler arası yüksek ilişkiden ötürü tartışmalara neden olmaktadır. Bundan dolayı bu çalışmada gerek literatürdeki ölçeğin faktör yapısındaki tartışmalar gerekse analiz süreçlerinde kolaylık sağlanması açısından tüm faktörler birleştirilerek tek bir iletişim doyumu skoru elde edilmiş ve değişken bu şekilde analiz süreçlerine dahil edilmiştir.…”