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Quality factors for internal communication in public administration

Skotnicka-Zasadzień Bożena, Gembalska-Kwiecień Anna

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

2024

z. 202

513--522

Purpose: Internal communication in municipal offices is an important factor that affects the quality of the services provided by this organisation. The article uses factor analysis to identify the quality factors of internal communication between front-office and back-office staff and, on this basis, identifies problems in this communication and also proposes improvement measures. Design/methodology/approach: The paper identifies latent factors of the quality of internal communication between front-office and back-office employees of a selected municipal office. The identified factors were used to assess the level of internal communication quality between front-office and back-office employees. Findings: Based on factor analysis, latent factors of the quality of internal communication between front-office and back-office employees were identified and, on this basis, the level of quality of internal communication between the surveyed municipal office employees was assessed and problems in this communication were identified. Research limitations/implications: The main limitation of the article is that it is based on one case of an organisation. Future research will need to be conducted in more organisations to find out whether the same result can be achieved. Practical implications: The research conducted identified three latent factors of the quality of internal communication between front-office and back-office staff in one municipal office. These factors include: cooperation between front-office and back-office staff, assurance and responsiveness. The identified factors were used to assess the level of quality of internal communication between front-office and back-office staff. The worst-rated factor is collaboration between the employees surveyed (2.26), better assurance (3.67), while responsiveness is the best (3.97). Originality/value: To date, the level of quality of internal communication between front-office and back-office employees has not been assessed in municipal offices. It is difficult to find research results in the system that are effective and effectively ensure the effectiveness of communication between front-office and back-office employees.