Influence of Internal Corporate Communication Practices on Employee Work Satisfaction at the Lake Victoria South Water Services Board in Kenya

Abstract

Employees' satisfaction with internal communication variables, have reflective consequences on their attitude to work, management and organisation in general. It is therefore imperative for management to communicate effectively to the satisfaction of employees. However, in Africa especially Kenya, there has been a gap in knowledge regarding how organizations conduct internal communication and whether or not employees are satisfied with the process of such communication. There is scanty literature describing the Kenyan situation. This study examined how employees of Lake Victoria South Water Services Board communicate and exchange information internally. The overall objective was to examine the influence of internal corporate communication on employee work satisfaction at the Lake Victoria South Water Services Board (LVSWSB). The specific objectives were to examine the existing internal corporate communication practices at LVSWSB; investigate the attitudes and perceptions ofthe employees towards internal communication practices at the LVSWSB; and assess how the internal corporate communication practices influence employees' work satisfaction at the LVSWSB. The study was based on Excellence Theory by Grunig (1992a) which addresses how, why, and to what extent do communication contributes to the achievement of organizational objectives. The study adopted descriptive research design. Study participants were drawn from water sector institutions serving under the LVSWSB in Kisumu County. Study population comprised 119 members whereby census was used to pick the participants since the population was small. Data collection methods were through administration of semi structured questionnaires and interview schedule. The study employed both quantitative and qualitative approaches. Quantitative data was analysed using descriptive statistics, and content analysis was applied in analysing the qualitative data. The study found that there were inherent practices which included, delayed feedback mechanisms, low inclusivity in decision making, inadequate adoption of technology, and preference of conventional and formal communication approaches and that internal corporate communication had an influence on work satisfaction. Therefore, the LVSWSB and its affiliate institutions demonstrated communication efficiency gaps which needed redress to enhance frictionless service delivery to its stakeholders. In conclusion, it is recommended that water sector institutions' management seek to address existing communication gaps by sensitisation on the importance of internal corporate communication and its bearing on work satisfaction. Further, it is recommended that LVSWSB adopts a comprehensive communication policy that is formally cascaded to affiliate institutions for the purpose of enhancing productivity in the competitive and dynamic business environment.