Diagnosis of the effectiveness of organizational communication: from the perspective of the internal client

Abstract

The purpose of this study is to analyze the factors of organizational communication that, according to the perception of the internal customer, are susceptible to improvement. In order to achieve this objective, the quantitative methodology of positivist paradigm was implemented. The method is inductive, the data collection technique was a survey with 10 questions, finally, a correlation test was performed to identify the existence of incidence of the independent variables: information accuracy, information scope, information channels, information congruence, updated information, communication system structure, information access barriers and PQR system (requests, complaints and claims) on the dependent variable: communication effectiveness. The sample consisted of 150 members of an organization in the city of Cartagena de Indias. The main result was that the variables: consistency of information, updated information, barriers to access to information and the PQR system are the ones that most influence the behavior of the dependent variable, as evidenced by the coefficients for Spearman’s Rho (non-parametric correlation test) obtained, which are above 0.4. The central conclusion of the study indicates that it is necessary to improve the organizational communication system, emphasizing the information channels and mitigating the barriers to access to information.