Perception on the Quality of Organizational Communication in the Support Service Units in Romania

Abstract

Our research aimed at assessing the degree of customer satisfaction regarding the quality of organizational communication in the support service units in Romania, from the perspective of the services they have benefited from. Our research was of a quantitative type, through a questionnaire distributed online, to which 315 current and/or former clients of the support services units in Romania replied. In order to establish the representativeness of the research sample, we used the snowball method. The confidence level of the answers was 95% and the MPE was 5.5%. The questionnaire included 21 questions, context in which we formulated one main hypothesis and three working hypotheses. The econometric analysis of the answers was based on the method of comparing the means through the IBM SPSS 20 application, this being supplemented by the ANOVA variance analysis, where the structure of the answers in the questionnaire allowed. In the methodology used, we included the method of analysing multiple answers for structured questions, so as to record more answers from the variants we proposed to the participants in the study. The validation of the research hypotheses revealed that the suspicions of the clients of the support services units in Romania regarding the quality of the provided services are justified, given that the interest of these entities for the loyalty of the beneficiaries of the provided assistance activities is non-existent. The results of the study finally allowed us to formulate proposals for improving the organizational communication within the support units in Romania and, in this way, to also improve both the efficiency of the activity and the loyalty of their customers.