Effects of Internal Communication on Job Efficiency A Case of Kenya Post Office Savings Bank in Kenya

Abstract

The purpose of this study was to establish the effects of internal communication on job efficiency at the Kenya Post Office Savings Bank (Postbank) by conducting an internal communication evaluation. This was in order to establish the effectiveness of internal communication at the bank and how the same affects employee’s job efficiency. The objectives of the study were to establish the effects of forms of internal communication on employee’s job efficiency at Postbank, establish employees’ perception on the relationship of internal communication to job efficiency, and establish the effects of supervisor-employee communications on job efficiency. The study employed a quantitative descriptive research design to establish the effects of internal communication on employee’s job efficiency. Questionnaires were used to collect quantitative data and they contained both open and closed ended questions and was divided into five sections. From the sample size of 60 employees at the headquarters, a total of 45 participated in the survey. The key findings from the study indicated that formal and informal communication were used as forms of internal communication at the bank, but formal communication was widely used to share official information about the bank among employees. From the results, 37.8% of the respondents indicated that as much as information was actively shared by management, the content in this communication was not clear and therefore employees had to seek clarification on most cases. 35.6% of the respondents indicated that their supervisors did not engage them in the process of decision making thus causing them to be demotivated. Additionally, 66.7% of the employees indicated that horizontal and vertical communication sped information sharing within departments. The study recommended that the institution should ensure all its systems work together and in a seamless manner for internal communication to be effective