The influence of interpersonal and intercultural communication on employees’ perceived quality of the work environment in the banking sector.
The banking sector in Malaysia faces growing challenges in workplace communication due to its fast-paced operations and multicultural workforce. Interpersonal communication issues such as unclear instructions and lack of feedback affect collaboration, while intercultural communication barriers, like...
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| Format: | Thesis |
| Language: | English English English |
| Published: |
2025
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| Online Access: | https://etd.uum.edu.my/11762/1/permission%20to%20deposit-not%20allow-s826944.pdf https://etd.uum.edu.my/11762/2/s826944_01.pdf https://etd.uum.edu.my/11762/3/s826944_02.pdf https://etd.uum.edu.my/11762/ |
| Abstract | Abstract here |
| Summary: | The banking sector in Malaysia faces growing challenges in workplace communication due to its fast-paced operations and multicultural workforce. Interpersonal communication issues such as unclear instructions and lack of feedback affect collaboration, while intercultural communication barriers, like language differences, tone misinterpretation, and cultural misunderstandings, further complicate workplace dynamics. These problems can negatively influence employees’ perceived quality of the work environment. Therefore, to address these concerns, this study aimed to examine how interpersonal and intercultural communication impact employees’ perceived quality of the work environment in Malaysian banking institutions. A cross-sectional, quantitative design was employed, where data were collected through structured questionnaires from 420 banking employees in the banking sector, yielding a substantial response rate. Data were analyzed using both descriptive and inferential statistical methods. Descriptive statistics, including means and frequency distributions, were utilized to summarize demographic information and responses related to interpersonal and intercultural communication, as well as employees’ perceived quality of the work environment. For inferential analysis, Spearman’s rank correlation was employed to examine the direction of relationships between interpersonal and intercultural communication variables and perceived quality of the work environment. Additionally, multiple regression analysis was conducted to assess the predictive impact of interpersonal and intercultural communication on employees’ perceived quality of the work environment in Malaysian banking institutions. Findings supported both hypotheses, indicating that interpersonal and intercultural communication have significant positive effects on employees’ perceived quality of the work environment. The findings suggest that improving both types of communication can enhance employees’ perceived quality of the work environment. This study is significant for bank managers and HR practitioners seeking to build inclusive, communicative environments. |
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