Main Article Content
Abstract
This study examines the impact of internal communication on employee performance within credit unions in Ghana's Central Region, an area where efficient information flow is pivotal to maintaining service excellence in the financial sector. Utilizing a cross-sectional survey of 286 employees across five prominent credit unions, this research assesses how horizontal and upward communication channels influence employee efficiency and effectiveness. Results reveal a robust correlation between horizontal communication and employee performance, with a Pearson correlation of 0.768 (p < 0.01) for efficiency and 0.879 (p < 0.01) for effectiveness, underscoring the role of peer collaboration in fostering a cohesive work environment. Similarly, upward communication demonstrates significant positive associations, with correlations of 0.880 (p < 0.01) for efficiency and 0.902 (p < 0.01) for effectiveness, highlighting the importance of feedback channels in enabling responsive management practices. Further analysis indicates that organizational politics moderates this communication-performance relationship, with higher levels of transparency and trust mitigating potential adverse effects. The findings align with and extend current literature, confirming that strategic internal communication is not merely supportive but essential to employee engagement and productivity in service-driven sectors. This study contributes to organizational communication literature by emphasizing the nuanced influence of internal communication structures in developing economies, where credit unions serve as vital agents for financial inclusion. Recommendations advocate for structured feedback mechanisms, cross-departmental collaboration, and transparent communication policies to enhance organizational agility and employee engagement. This research ultimately provides credit unions and similar financial institutions with actionable insights to cultivate a high-performance culture, thus reinforcing their role in financial sustainability and customer satisfaction. Future research should explore the role of digital communication tools in strengthening these practices, particularly within resource-limited environments.
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References
- Amadu, I., & Kuusaana, E. D. (2021). The effect of internal communication on employee performance in the Ghanaian financial sector. International Journal of Communication and Social Sciences, 9(3), 112–123. https://doi.org/10.1080/23267292.2021.923456
- Asamoah, J., Agyemang, F., & Fosu, G. (2020). The impact of internal communication on organizational commitment and employee performance: Evidence from Ghana. African Journal of Business Management, 14(5), 156–163. https://doi.org/10.5897/AJBM2020.8993
- Asante, E. A., & Boadu, F. (2020). Influence of communication on employee performance: A study of microfinance institutions in Ghana. Journal of Business Communication, 57(3), 405–421. https://doi.org/10.1177/2329488419882886
- Chitrao, P. (2014). Internal communication satisfaction as an employee motivation tool in the retail sector in Pune. International Journal of Business and Management Invention, 3(2), 20–28.
- Downs, C. W., & Adrian, A. D. (2004). Assessing Organizational Communication: Strategic Communication Audits. New York: Guilford Press.
- Gray, J., & Laidlaw, H. (2004). Improving the measurement of communication satisfaction. Management Communication Quarterly, 17(3), 425–448. https://doi.org/10.1177/0893318903257986
- Hargie, O., Tourish, D., & Wilson, N. (2002). Communication audits and the effects of increased information: A follow-up study. Journal of Business Communication, 39(4), 414–436. https://doi.org/10.1177/002194360203900404
- Kwateng, K. O., Osei, E. S., & Appiah-Nimo, C. (2014). The effects of communication on employee performance in the credit union sector in Ghana. African Journal of Business Management, 8(15), 561–567. https://doi.org/10.5897/AJBM2014.7378
- Lee, J., Kim, Y., & Shim, J. (2014). The effect of social media on internal communication and employee engagement. Journal of Corporate Communications, 19(1), 80–94. https://doi.org/10.1108/CCIJ-02-2013-0013
- Mazzei, A. (2010). Promoting active communication behaviors through internal communication. Corporate Communications: An International Journal, 15(3), 221–234. https://doi.org/10.1108/13563281011068132
- Men, L. R., & Stacks, D. W. (2013). The impact of leadership on internal communication and employee outcomes: A survey of communication management professionals. Journal of Public Relations Research, 25(2), 138–160. https://doi.org/10.1080/1062726X.2013.739099
- Men, L. R., & Yue, C. A. (2019). Creating a positive emotional culture: Effect of internal communication and impact on employee support. Journal of Public Relations Research, 31(5), 149–163. https://doi.org/10.1080/1062726X.2019.1666172
- Mishra, K., Boynton, L., & Mishra, A. (2014). Driving employee engagement: The expanded role of internal communications. International Journal of Business Communication, 51(2), 183–202. https://doi.org/10.1177/2329488414525399
- Ruck, K., & Welch, M. (2012). Valuing internal communication: Management and employee perspectives. Public Relations Review, 38(2), 294–302. https://doi.org/10.1016/j.pubrev.2011.12.016
- Tourish, D., & Hargie, O. (2004). Communication and organizational success. In O. Hargie & D. Tourish (Eds.), Key Issues in Organizational Communication (pp. 5–18). London: Routledge.
- Verčič, D., Verčič, A. T., & Sriramesh, K. (2012). Internal communication: Definition, parameters, and the future. Public Relations Review, 38(2), 223–230. https://doi.org/10.1016/j.pubrev.2011.12.019
- Welch, M. (2012). Appropriateness and acceptability: Employee perspectives of internal communication. Public Relations Review, 38(2), 246–254. https://doi.org/10.1016/j.pubrev.2011.12.017
References
Amadu, I., & Kuusaana, E. D. (2021). The effect of internal communication on employee performance in the Ghanaian financial sector. International Journal of Communication and Social Sciences, 9(3), 112–123. https://doi.org/10.1080/23267292.2021.923456
Asamoah, J., Agyemang, F., & Fosu, G. (2020). The impact of internal communication on organizational commitment and employee performance: Evidence from Ghana. African Journal of Business Management, 14(5), 156–163. https://doi.org/10.5897/AJBM2020.8993
Asante, E. A., & Boadu, F. (2020). Influence of communication on employee performance: A study of microfinance institutions in Ghana. Journal of Business Communication, 57(3), 405–421. https://doi.org/10.1177/2329488419882886
Chitrao, P. (2014). Internal communication satisfaction as an employee motivation tool in the retail sector in Pune. International Journal of Business and Management Invention, 3(2), 20–28.
Downs, C. W., & Adrian, A. D. (2004). Assessing Organizational Communication: Strategic Communication Audits. New York: Guilford Press.
Gray, J., & Laidlaw, H. (2004). Improving the measurement of communication satisfaction. Management Communication Quarterly, 17(3), 425–448. https://doi.org/10.1177/0893318903257986
Hargie, O., Tourish, D., & Wilson, N. (2002). Communication audits and the effects of increased information: A follow-up study. Journal of Business Communication, 39(4), 414–436. https://doi.org/10.1177/002194360203900404
Kwateng, K. O., Osei, E. S., & Appiah-Nimo, C. (2014). The effects of communication on employee performance in the credit union sector in Ghana. African Journal of Business Management, 8(15), 561–567. https://doi.org/10.5897/AJBM2014.7378
Lee, J., Kim, Y., & Shim, J. (2014). The effect of social media on internal communication and employee engagement. Journal of Corporate Communications, 19(1), 80–94. https://doi.org/10.1108/CCIJ-02-2013-0013
Mazzei, A. (2010). Promoting active communication behaviors through internal communication. Corporate Communications: An International Journal, 15(3), 221–234. https://doi.org/10.1108/13563281011068132
Men, L. R., & Stacks, D. W. (2013). The impact of leadership on internal communication and employee outcomes: A survey of communication management professionals. Journal of Public Relations Research, 25(2), 138–160. https://doi.org/10.1080/1062726X.2013.739099
Men, L. R., & Yue, C. A. (2019). Creating a positive emotional culture: Effect of internal communication and impact on employee support. Journal of Public Relations Research, 31(5), 149–163. https://doi.org/10.1080/1062726X.2019.1666172
Mishra, K., Boynton, L., & Mishra, A. (2014). Driving employee engagement: The expanded role of internal communications. International Journal of Business Communication, 51(2), 183–202. https://doi.org/10.1177/2329488414525399
Ruck, K., & Welch, M. (2012). Valuing internal communication: Management and employee perspectives. Public Relations Review, 38(2), 294–302. https://doi.org/10.1016/j.pubrev.2011.12.016
Tourish, D., & Hargie, O. (2004). Communication and organizational success. In O. Hargie & D. Tourish (Eds.), Key Issues in Organizational Communication (pp. 5–18). London: Routledge.
Verčič, D., Verčič, A. T., & Sriramesh, K. (2012). Internal communication: Definition, parameters, and the future. Public Relations Review, 38(2), 223–230. https://doi.org/10.1016/j.pubrev.2011.12.019
Welch, M. (2012). Appropriateness and acceptability: Employee perspectives of internal communication. Public Relations Review, 38(2), 246–254. https://doi.org/10.1016/j.pubrev.2011.12.017