The purpose of the study was to identify and transform, as necessary, constructs of communication satisfaction and to develop a hybrid quantitative audit of organisational communication satisfaction for collectivist contexts that is both reliable and valid, using Amos Graphics for structural equation modelling. The objective was also to develop a full latent variable model and to test its fitness to the data collected from a random sample of civil servants across Addis Ababa’s civil service bureaus. The study comprised three sequential parts, namely pilot, exploratory factor analysis (EFA) (Main Study One) and confirmatory factor analysis (CFA) (Main Study Two). These were used as per the existing framework in instrument development and validation. The pilot study indicated the need for more robust data. After a series of tests, principal factor axis factoring with oblique rotation was used as the most appropriate for perceptual data, out of several options on the EFA menu. The initially hypothesised six-factor solution with the dimensions of horizontal communication, personal feedback, supervisory communication, communication climate, relational trust and job satisfaction was found to be unfit for the data on conceptual and statistical grounds and psychometric analyses which involved the use of eigenvalues and the scree plot. A more appropriate two-factor solution based on the more precise parallel analysis strategy was consistent with current research that communication satisfaction is best conceptualised in terms of informational and relational domains as operationalised using the EFA procedure. The two-factor solution led to the formation of a 17-item scale out of the original 30-item measure, with two latent dimensions namely relational satisfaction and informational satisfaction. The items of the new EFA-generated organisational communication satisfaction scale were renumbered consecutively and the scale was cross-validated on a xiv new sample of 288 civil servants from the Addis Ababa City Administration. The cross-validation necessitated model respecification and re-estimation. The respecified model underwent validation at different levels. All seven aspects of validity, namely content validity, construct validity, factorial validity, reliability, convergent validity, discriminant validity and nomological validity, were addressed and found to be adequate. However limitations are also indicated as avenues for further enquiry. / Communication Science / D. Litt. et Phil. (Communication)

Text in English, abstract in English, Afrikaans and Venda / This study developed and tested an integrated internal communication audit (IICA) tool to evaluate the communication strengths and weaknesses of the Unisa Library. The existing communication audit instruments were explored, namely: the Communication Satisfaction Questionnaire (CSQ) and the International Communication Association (ICA) audit were adapted and complemented by the Organisational Culture Survey (OCS) and the Critical Incident Technique (CIT). The current trends and the trends in South Africa were also explored. The sequential mixed method design consisting of the semi-structured qualitative interviews and the quantitative surveys were used to collect data. The ATLAS.ti and the Statistical Package for Social Sciences (SPSS) software packages were used to analyse qualitative and quantitative data. The results revealed the IICA as an appropriate tool for measuring the integrated internal communication of the Unisa Library. The IICA identified the communication needs of employees; the active and preferred communication channels; and the positive and negative communication experiences of employees. / Hierdie studie het ʼn geïntegreerde interne kommunikasie-oudit (IICA)-hulpmiddel ontwikkel en getoets om kommunikasie-sterkpunte en -swakhede van die Unisa-biblioteek te evalueer. Die bestaande kommunikasie-oudit-instrumente was ondersoek, naamlik: die Kommunikasietevredenheidsvraelys (CSQ) en die Internasionale Kommunikasievereniging (ICA) se oudit is aangepas en gekomplementeer deur die Organisasiekultuur-opname (OCS) en die Kritiese-insident-tegniek (CIT). Die sekwensiële gemengdemetode-ontwerp, bestaande uit die halfgestruktureerde kwalitatiewe onderhoude en die kwantitatiewe opnames, is gebruik om data in te samel. Die ATLAS.ti-programmatuurpakket en die Statistiese Pakket vir Sosiale Wetenskappe (SPSS)-programmatuur is gebruik om kwalitatiewe en kwantitatiewe data te ontleed. Die resultate gewys die IICA as ʼn geskikte hulpmiddel was in die meting van die geïntegreerde interne kommunikasie van die Biblioteek. Die IICA geïdentifiseer die kommunikasie behoeftes van werknemers; die aktiewe en voorkeur kommunikasie kanale; en die positiewe en negatiewe kommunikasie ervarings van werknemers. / Ngudo iyi yo bveledza na u linga tshishumiswa tsha u Sedzulusa Vhudavhidzani ha nga ngomu ho Ṱanganelaho (Integrated Internal Communication Audit (IICA), u ṱola vhuḓi na vhuvhi ha vhudavhidzani kha Ḽaiburari ya Univesithi ya Afrika Tshipembe. Zwishumiswa zwa u sedza vhudavhidzani zwi re hone zwo sedzuluswaho zwi katela: Mbudzisambekanywa dza Vhudavhidzani dzine dza fusha ṱhoḓea (Communication Satisfaction Questionnaire) (CSQ) na tshishumiswa tsha u sedzulusa vhudavhidzani tsha Dzangano ḽa Dzitshaka ḽa Vhudavhidzani (International Communication Association) (ICA). Zwishumiswa izwo zwo ḓadziswa nga tshishumiswa tsha Ṱhoḓisiso ya Mvelele ya Tshiimiswa (Organisational Culture Survey) (OCS) na Tshikalo tsha u ela Maitele a Zwithu zwa ndeme (Critical Incident Technique) (CIT). Pulane ya thevhekano ya maitele o ṱanganelaho o vhumbwaho nga maitele a ṱhoḓisiso ane a shumiswa kha saintsi dza matshilisano (qualitative) na maitele a ṱhoḓisiso ane a shumisa zwiṱatisiṱika na mbalo (quantitative) zwo shumiswa u kuvhanganya mawanwa. Phakhedzhi ya Sofuthiwea ya ATLAS.ti na phakhedzhi ya Siṱatisiṱika ya Saintsi dza Matshilisano (Statistical Package for Social Sciences - SPSS) dzo shumiswa u saukanya mawanwa a ṱhoḓisiso dza matshilisano na a ṱhoḓisiso dza zwiṱatisiṱika na mbalo. Mvelelo dzo bvisela khagala uri IICA ndi tshishumiswa tsho teaho u ela vhudavhidzani ho ṱanganelaho ha nga ngomu Ḽaiburari ya Univesithi ya Afrika Tshipembe. Tshishumiswa itshi tsho bvisela khagala thoḓea dza vhashumi dza vhudavhidzani, zwishumiswa zwa vhudavhidzani zwine zwa khou shumiswa na zwi takalelwaho; na tshenzhemo ya vhashumi kha vhudavhidzani havhudi and vhu si havhudi. / Communication Science / M. Comm (Communication Science)

The purpose of the study was to identify and transform, as necessary, constructs of communication satisfaction and to develop a hybrid quantitative audit of organisational communication satisfaction for collectivist contexts that is both reliable and valid, using Amos Graphics for structural equation modelling. The objective was also to develop a full latent variable model and to test its fitness to the data collected from a random sample of civil servants across Addis Ababa’s civil service bureaus. The study comprised three sequential parts, namely pilot, exploratory factor analysis (EFA) (Main Study One) and confirmatory factor analysis (CFA) (Main Study Two). These were used as per the existing framework in instrument development and validation. The pilot study indicated the need for more robust data. After a series of tests, principal factor axis factoring with oblique rotation was used as the most appropriate for perceptual data, out of several options on the EFA menu. The initially hypothesised six-factor solution with the dimensions of horizontal communication, personal feedback, supervisory communication, communication climate, relational trust and job satisfaction was found to be unfit for the data on conceptual and statistical grounds and psychometric analyses which involved the use of eigenvalues and the scree plot. A more appropriate two-factor solution based on the more precise parallel analysis strategy was consistent with current research that communication satisfaction is best conceptualised in terms of informational and relational domains as operationalised using the EFA procedure. The two-factor solution led to the formation of a 17-item scale out of the original 30-item measure, with two latent dimensions namely relational satisfaction and informational satisfaction. The items of the new EFA-generated organisational communication satisfaction scale were renumbered consecutively and the scale was cross-validated on a xiv new sample of 288 civil servants from the Addis Ababa City Administration. The cross-validation necessitated model respecification and re-estimation. The respecified model underwent validation at different levels. All seven aspects of validity, namely content validity, construct validity, factorial validity, reliability, convergent validity, discriminant validity and nomological validity, were addressed and found to be adequate. However limitations are also indicated as avenues for further enquiry. / Communication Science / D. Litt. et Phil. (Communication)