SATISFACTION LEVEL OF SUPERVISOR COMMUNICATIONS CHANNEL IN SMALL & MEDIUM ENTERPRISE (SMES) SERVICE SECTOR IN NORTHERN MALAYSIA

Abstract

This study aims to identify the level of information satisfaction received through supervisor communication channels among SMEs employees in the services sector, especially in the Northern Malaysia. Level of supervisor communication channel studied is face to face communication with supervisor, telephone communication with supervisor, written communication, electronic mail, communication with supervisor through instant messenger, what Apps application and social media. This study using questionnaires as an instrument for data collection. The sample of the study was 418 respondents consisting of multi-level employees. The results show that the satisfaction level of information received through supervisor communication channels is at a moderate level. It should be given due attention. Furthermore, the implications of the study have been discussed to develop the level of satisfaction of supervisor communication channels because the efficient use of communication channels not only helps to increase productivity, knowledge and skills of the employees but also helps towards achieving organizational performance and maintaining competitive advantages.