A conceptual study on the relationship between internal communication and business performance among administrative staff in the manufacturing sector
DOI:
https://doi.org/10.24191/jas.v23i3.12388Keywords:
Internal communications, Business performance, Communication practices, Communication challenges, Communication channels, Communication strategiesAbstract
Effective internal communication is widely recognised as a critical determinant of organisational success, particularly in dynamic and competitive business environments. However, many organisations continue to experience communication-related challenges that hinder coordination, reduce decision-making quality, and negatively affect overall organisational performance. This conceptual paper examines the relationship between communication practices, communication channels, communication challenges, communication strategies, and business performance among administrative staff in the manufacturing sector. Drawing on established organisational communication and management theories, this study synthesises existing literature to explain how these dimensions collectively influence business performance. The proposed conceptual framework illustrates how internal communication contributes to organisational effectiveness, employee productivity, and decision-making efficiency, which in turn enhance business performance. This study contributes to the theoretical development of internal communication literature and offers practical insights for organisations seeking to strengthen communication systems. Future research is recommended to empirically validate the proposed framework in similar organisational contexts.
References
Abdallah, W., Alhawaj, A., & Buallay, A. (2022). Sustainability reporting and energy sectorial performance: developed and emerging economies. International Journal of Energy Sector Management, 17(4), 739–760. doi:10.1108/IJESM-10-2020-0020
Adnan, M. (2021). Effective Strategies for Communicating and Managing Communication in a Project Team: My Perspective. International Journal of Applied Industrial Engineering, 8(1), 1–11.
Adnan, M. N., Wajihuddin, M., Mahmood, T. T., Yaacob, A. A., Al-Amin, M. H., & Ibrahim, N. (2025). Type of innovation and SMEs performance: Financial and non-financial perspective. Quantum Journal of Social Sciences and Humanities, 6(5), 414–430. doi:10.55197/qjssh.v6i4.774
Adnan, Z., & Suratmoko, B. (2024). Strategic Internal Communication in Organizational Change: A Narrative Review of Practices and Barriers. Journal of Communication, 2(4), 229–244. doi:10.61978/communica.v2i4.650
Akagha , O. V., Coker , J. O., Uzougbo , N. S., & Bakare , S. S. (2023). COMPANY SECRETARIAL AND ADMINISTRATIVE SERVICES IN MODERN IRISH CORPORATIONS: A REVIEW OF THE STRATEGIES AND BEST PRACTICES ADOPTED IN COMPANY SECRETARIAL AND ADMINISTRATIVE SERVICES. International Journal of Management & Entrepreneurship Research, 5(10), 793–813. doi:https://doi.org/10.51594/ijmer.v5i10.595
Al Shamlan , A. E. (2025). Determinants of Decision-Making Effectiveness in Saudi Arabia’s Public Sector: The Moderating Role of Organizational Culture. Qubahaan Academic Journal, 5(1). Retrieved from https://journal.qubahan.com/index.php/qaj/article/view/1449?utm_source
Albuali, M. (2021). Effective Strategies for Communicating and Managing Communication in a Project Team: My Perspective. International Journal of Applied Industrial Engineering, 8(1), 1–6. Retrieved from https://www.irma-international.org/article/effective-strategies-for-managing-communication-in-a-project/276087/
Argenti, P. A., Howell, R. A., & Beck, K. (2020). The Strategic Communication Imperative. 46(3), 83–89. Retrieved from https://sloanreview.mit.edu/article/the-strategic-communication-imperative/
Balakrishnan, K., Angusamy, A., Razak, M. N., & Patil, R. G. (2024). Enhancing Work Performance: The Role of Communication and Leadership Styles. Jurnal Komunikasi: Malaysian Journal of Communication, 40(1), 376–394. Retrieved from https://ejournals.ukm.my/mjc/article/view/69982?utm_source
Barnes, M. R., Karan, M., McQuistin, S., Perkins, C., Tyson, G., Purver, M., . . . Clegg, R. G. (2023). Temporal Network Analysis of Email Communication Patterns in a Long Standing Hierarchy. Proceedings of the Eighteenth International AAAI Conference on Web and Social Media , Vol. 18, 126–138. doi:https://doi.org/10.1609/icwsm.v18i1.31302
Burca, V., Bogdan, O., Bunget, O. C., & Dumitrescu, A. C. (n.d.). Corporate Financial Performance vs. Corporate Sustainability Performance, between Earnings Management and Process Improvement. Sustainability, 16(17), 2024. doi:https://doi.org/10.3390/su16177744
Chirwa, M., & Boikanyo, D. H. (2022). The role of effective communication in successful strategy implementation. The role of effective communication in successful strategy implementation, Volume 22(1), Article a1020. doi:https://doi.org/10.4102/ac.v22i1.1020
Cornelissen, J. P. (2020). Corporate Communication: A Guide to Theory and Practice (6th Edition). SAGE Publications.
Cupertino, S., Vitale , G., & Taticchi, P. (2023). Interdependencies between financial and non-financial performances: a holistic and short-term analytical perspective. International Journal of Productivity and Performance Management, Volume 72(10), 3184–3207. Retrieved from https://www.emerald.com/ijppm/article/72/10/3184/163744/Interdependencies-between-financial-and-non
Ekeins, M. (2025). Communication Methods and Workplace Collaboration in Paramilitary Agencies in Yenagoa, Bayelsa State. International Journal of Social Sciences and Management Research, 11(12), 551–563. doi:https://iiardjournals.org/get/IJSSMR/VOL.%2011%20NO.%2012%202025/COMMUNICATION%20METHODS%20AND%20WORKPLACE%20551-563.pdf
Elena , S., Anand, A., Dumazert, J. -P., & Kazakov, S. (2023). The Role of Internal Communication on Employee Outcomes: A Review and Direction. SAGE Open / SAGE Journals. doi:10.1177/23197145231209643
Eva, T. P., Afroze, R., & Sarker, M. R. (2024). The Impact of Leadership, Communication, and Teamwork Practices on Employee Trust in the Workplace. Management Dynamics in the Knowledge Economy, Volume 12(3), 241-261. Retrieved from https://www.researchgate.net/publication/384446144_The_Impact_of_Leadership_Communication_and_Teamwork_Practices_on_Employee_Trust_in_the_Workplace
Fahmi, L. (2024). Internal Communication and Well-being: Organizational Challenge. International Journal of Humanities Social Sciences and Education (IJHSSE), 11(2). doi:https://doi.org/10.20431/2349-0381.1102007
Fuciu, M., & Șerban, A. (2024). Internal Communication in Organisations: A Study on Companies of the Sibiu City Area. Studies in Business and Economics, 19(3), 104–114. doi:https://doi.org/10.2478/sbe-2024-0046
Hamkar, N. A., Hikmat, H., & Bashar, H. (2024). Effective Communication as a Tool for Achieving Organizational Goal and Objective. Journal for Research in Applied Sciences and Biotechnology, Volume 3(3), 242–248. doi:https://doi.org/10.55544/jrasb.3.3.37
Ibrahim, N. A., Abdul Rani, N., Jamri, M., & Bakar, M. (2022). The Importance of Non-Verbal Communication in Organizations. International Journal of Academic Research in Business and Social Sciences, Volume 12(6), 1841–1851. doi:http://dx.doi.org/10.6007/IJARBSS/v12-i6/13901
Idris, F. Y. (2025). The Influence of Horizontal Communication, Upward Communication, and Downward Communication on Generation Z Employee Performance at PT Bank Mandiri Tegal Area. Journal research of social science, economics and management, 5(4), 4109–4118. doi: https://doi.org/10.59141/jrssem.v5i4.1186
Jaafari, M. I., Amin, R., Latif, M. A., & Ajjaj, H. A. (2023). Calibrating internal communication satisfaction within organizations as an auditing index. Sustainability, Volume 15(16), 12105. doi:https://doi.org/10.3390/su151612105
Jerab, D. A. (2024). The Impact of Communication on Organizational Performance: A Comprehensive Analysis. SSRN Electronic Journal. doi:https://doi.org/10.2139/ssrn.4809789
Josephs, N., Peng, S., & Crawford, F. W. (2022). Communication network dynamics in a large organizational hierarchy. The Annals of Applied Statistics, Volume 18(4), 3007–3023. doi:DOI: 10.1214/24-AOAS1919
Kalogiannidis, & Stavros. (2020). Impact of Effective Business Communication on Employee Performance. European Journal of Business and Management Research, Volume 5(6), 1–6. doi:https://doi.org/10.24018/ejbmr.2020.5.6.631
Kamal Bahrain, N., Sakrani, S. R., & Maidin, A. (2023). Communication barriers in work environment: Understanding impact and challenges. International Journal of Academic Research in Business and Social Sciences, 13(11), 1489 1503. doi:https://doi.org/10.6007/IJARBSS/v13-i11/19498
Karanges, E., Johnston, K., Beatson, A., & Lings, I. (2022). The influence of internal communication on employee engagement: A systematic literature review. Public Relations Review, 48(1). doi:https://doi.org/10.1016/j.pubrev.2021.102122
Keyton, J. (2021). Communication in Organizations (5th Edition). Oxford University Press.
Kimani, B. (2024). Internal Communication Strategies and Employee Engagement. Journal of Public Relations, 2(1), 13–24. doi:10.47941/jpr.1695
Kramer, M. W., & Bisel, R. S. (2024). Communication Channels and Structures. In Organizational Communication: A Lifespan Approach (3rd ed.) (pp. 118–151). Oxford University Press. doi:10.1093/9780197770009.003.0005
Kumar, S., Lim, W. M., Sureka, R., Jabbour , C. C., & Bamel, U. (2023). Balanced scorecard: trends, developments, and future directions. Review of Managerial Science, Volume 18(8), 2397–2439. Retrieved from https://ouci.dntb.gov.ua/en/works/lRzXnPkl/?utm_source
Men, L. R. (2021). Internal communication, employee engagement, and organisational effectiveness: A study of Chinese organisations. Journal of Public Relations Research, 33(3), 146–163. doi:https://doi.org/10.1080/1062726X.2021.1881841
Men, L. R., & Yue, C. A. (2020). Internal Communication Management in Organizations: A Holistic Framework. Journal of Communication Management, 24(1), 1–20. doi:10.1108/JCOM-10-2019-0137
Men, L., & Bowen, S. (2017). Excellence in internal communication management. Business Expert Press.
Musheke, M. M., & Phiri, J. (2021). The Effects of Effective Communication on Organizational Performance Based on the Systems Theory. Open Journal of Business and Management, 9(2), 659–671. doi:https://doi.org/10.4236/ojbm.2021.92034
Neely, A., Gregory, M., & Platts, K. (2021). Performance measurement system design: A literature review and research agenda. International Journal of Operations & Production Management, 41(4), 1–26. Retrieved from https://www.researchgate.net/publication/235309521_Performance_measurement_system_design_A_literature_review_and_research_agenda
Nogueir, E., Gomes, S., & Lopes, J. M. (2025). Unveiling triple bottom line’s influence on business performance. Discover Sustainability, 6(1). doi:10.1007/s43621-025-00804-x
Obinna, P. I., Costa, F. D., & Kasimon, D. N. (2023). Enhancing Organizational Effectiveness Through Internal Communication: A Theoretical Exploration of Channel Expansion Theory. Quantum Journal of Social Sciences and Humanities, 5(4). doi:10.55197/qjssh.v5i4.397
Said, R. (2024). The role of organizational culture in shaping communication practices. Journal of Organizational Culture, Communications and Conflict, Volume 8 (S4 2Special Issue 4), 1–3. Retrieved from https://www.abacademies.org/articles/the-role-of-organizational-culture-in-shaping-communication-practices-17116.html?utm_source
Samsuden, N. S., Kohar, U. H., Khatib, S. F., & Abbas, A. F. (2024). Digital Capabilities and Business Performance: A Systematic Literature Review. Sustainability, 16(24). doi:https://doi.org/10.3390/su162411108
Sánchez, O. C., Cázares , C. C., & Vivanco , A. H. (2025). Business model innovation from dynamic capabilities perspective: A systematic literature review. Journal of Business Research. doi:https://doi.org/10.1016/j.jbusres.2025.115835
Saxena , D. K., & McDonag, J. (2022). Communication breakdowns during business process change projects – Insights from a sociotechnical case study. International Journal of Project Management, Volume 40(3), 181–191. doi:https://doi.org/10.1016/j.ijproman.2021.11.011
Shalahuddin, M. A., & Nurhaliza, S. R. (2024). Communication in Organizations: Dynamics of Interaction and Decision Making. Journal of Communication Studies, 4(1), 38-42. doi: https://doi.org/10.37010/prop.v4i1.1605
Soid, Fatih, M., Fauzi, N., & Norman, E. (2025). Effective communication in building healthy and productive relationships. MES Management Journal, Volume 4(1), 662–671. doi:https://doi.org/10.56709/mesman.v4i1.631
Sulaiman , I. F., Owolabi , O. S., Zaabnot , S. M., Malik, A. A., & Abubakar , I. Y. (2024). The Role of Internal Communication on the Effectiveness of Employee Decision Making. International Journal of Management and Human Science, 8(2). doi:10.31674/ijmhs.2024.v08i02.004
Suratmoko , B., & Adnan , I. Z. (2024). Strategic Internal Communication in Organizational Change: A Narrative Review of Practices and Barriers. Journal of communication, 2(4). doi:https://doi.org/10.61978/communica.v2i4.650
Tennant, K., Long, A., & Toney-Butler, T. J. (2023). Active Listening. StatPearls Publishing (Treasure Island, Florida, USA). Retrieved from https://www.ncbi.nlm.nih.gov/books/NBK442015/
Verčič, A. T., Verčič, D., & Sriramesh, K. (2025). Reframing Internal Communication: Cross-Cultural Links to Engagement and Life Satisfaction. International Journal of Business Communication. doi:https://doi.org/10.1177/23294884251399650
Wen, Q., Gloo, P. A., Colladon, A. F., Tickoo, P., & Joshi , T. (2021). A bibliometric analysis on the impact of internal communication in post pandemic corporate environments: A transversal survey of trends and developments in the scientific literature. Administrative Sciences, Volume 15(1), Article 9. doi:https://doi.org/10.3390/admsci15010009
Wijaya, B. S. (2022). On the Corruption of Communication: A Theory of Deception. Studies in Media and Communication, 10(2), 129–144. doi:https://doi.org/10.11114/smc.v10i2.5500
Zerfass, A., Verčič, D., & Volk, S. C. (2020). Communication management and strategic communication in organisations. International Journal of Strategic Communication, 14(2), 73–85. doi:https://doi.org/10.1080/1553118X.2020.1732620
Zweers, R., Heuvel, M. v., & Steensma, H. (. (2024). Strategic communication in organizational change: Exploring the impact of two sided messages on legitimacy judgments and commitment to change. European Management Journal, Volume 43(5), 797–811. doi:https://doi.org/10.1016/j.emj.2024.08.005
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Norerniza Jamaludin, Nur Hazwani Zolkifly, Nur Lailatul Husna Muhammad Yusof
This work is licensed under a Creative Commons Attribution 4.0 International License.
