Workplace Communication Effectiveness and Employee–Customer Relationships in an Urban Co-operative Bank: Evidence from Amravati
Author 1 – Yash P. Ghongade1
PG student
Department of Business Administration, SIPNA C.O.E.T., Amravati, Maharashtra, India.
Author 2 – Prof. A. A. Umbarkar2
Assistant Professor
Department of Business Administration, SIPNA C.O.E.T., Amravati, Maharashtra, India.
Abstract
Effective workplace communication is a critical determinant of organizational performance, particularly in service-oriented sectors such as banking, where employee interactions directly influence customer satisfaction, trust, and relationship quality. In co-operative banks, communication assumes additional significance due to their community-based structure, member orientation, and emphasis on long-term relationships. Despite sound financial performance, many urban co-operative banks face challenges related to internal communication gaps, limited digital adoption, and coordination inefficiencies, which can adversely affect service delivery.
The present study examines the effectiveness of workplace communication and analyzes its influence on employee–customer relationships with special reference to Khamgaon Urban Co-operative Bank (KUCB), Amravati. A descriptive research design was adopted, using both primary and secondary data. Primary data were collected through structured questionnaires administered to 72 respondents, comprising 28 employees and 44 customers, while secondary data were sourced from books, journals, bank reports, and official publications. Descriptive statistics, mean score analysis, graphical representation, and correlation analysis were employed for data analysis.
The findings reveal that workplace communication at KUCB is largely effective, characterized by clarity, transparency, and supportive supervisory communication. Employees reported high levels of coordination and role clarity, while customers expressed strong satisfaction with employee politeness, clarity of explanations, and transparency of information. Correlation analysis indicates a moderate positive relationship (r = 0.58) between internal workplace communication effectiveness and employee–customer relationship quality. The study concludes that effective workplace communication functions as a strategic asset for co-operative banks, enhancing employee efficiency, customer satisfaction, and trust. Strengthening upward communication, digital communication tools, and workload management can further improve service quality and organizational performance.
Keywords: Workplace Communication, Employee–Customer Relationship, Co-operative Banks, Internal Communication Effectiveness, Customer Satisfaction
