A critical evaluation of the Downs-Hazen instrument (CSQ) by measuring employee communication satisfaction at a private higher education institution in South Africa

Abstract

The aim of this article is to provide a critical evaluation of the Downs-Hazen instrument (Communication Satisfaction Questionnaire) (CSQ) by applying it to the measurement of employee communication satisfaction at a private higher education institution in South Africa. Three communication satisfaction dimensions, consisting of eight constructs, were measured. The results indicated that although employees are satisfied with their relationship with superiors, a need exists for improved communication on the psychological atmosphere in the organisation; the information employees receive about their immediate work environments, meetings and written directives; horizontal and informal communication that is accurate and free flowing; information about the organisation as a whole; as well as the way in which employees are being judged and appraised. A final conclusion is that the Downs-Hazen CSQ is still applicable even though it was first developed almost 30 years ago. Furthermore, the adjustments to items in this study did not affect the reliability of the adapted questionnaire.