Research Objective of The Qatar National Bank

The research is an empirical study to investigate the communication system in the Qatar National Bank (QNB). `The strong communication system is essential for organizations to earn success in the market. Communication within (with employees and managerial staff) and outside (customers, and society) the organization can draw impact on the performance of the organization. Through study will investigate the effectiveness of the communication system of the organization on the customer’s satisfaction and employee’s performance.  

R O: To investigate the efficiency of the communication system in the Qatar National Bank to promote employees performance. 

Literature Review of The Qatar National Bank

The literature review contains information collected from various primary and secondary sources like websites, books and reviewing the previous research studies conducted on the relatively same topics. Communication can influence the employee’s performance, customer satisfaction behavior, and overall profitability of the organization. Femi conducted a research study in 2014 to investigate the impact of communication on the employee's performance, the research findings summarized that communication is associated with the daily performance of the workers in the organization (Femi, 2014). Through communication, employer transfers the instructions regarding how to complete work and align work performance with the goals of the organization, and through communication, employees report about the work done by them to their managers.

According to the study, the foundation of successful companies is an effective communication system of the organization. According to the research study conducted by the Nabi, Foysol, and Adnan, in 2017 communication basically refers to the process to exchange ideas, suggestion, and views. Job motivation and employees satisfaction increases with the effective communication system in the organizations as ineffective communication can cause ambiguity and conflicting situations in organizations (Nabi, et al., 2017).

Findings conclude that communication is basically a mean and a medium to the employee’s performance. In accordance with the Vanita, organizations usually have two ways of communication as Horizontal Communication and Vertical Communication. Horizontal communication can support an organization to save time and provide more facilities to their employees in developing coordination (Vanita, 2003).

Research elaborate that with the increase in size organizations become more complex, that increases the demand of the effective communication system in the organization. Especially, the organization working in the service sector require effective communication as employees of these organizations directly interact with the customers. In accordance with the Juneja, managers need to develop a flexible environment in the workplace. Managers should encourage the effective communication in the organization thus by communicating in the effective way managers can help their employees and subordinates to work according to the corporate level strategies of the organization (Juneja, 2018). Thus through effective communication organizations can accomplish their goals.

Miller and Barbour, in 2014 wrote a book on communication, according to writer communication are also really important in managing human resources and human relations in the organizations. Communication refers to the way through which job can be done in an effective manner (Miller & Barbour, 2014). Through effective communication, managers can develop an employee's engagement and motivation. However, other than all these, there are several research papers written on communication, and its role in organizational success, profitability, employee relation development, employee engagement, employees, and work performance. However, there were just a few research articles written on communication in the banking sector. considering this gap, this research will focus on communication in the Middle East banking sector.

Research Philosophy/ approach/ strategy of The Qatar National Bank

The philosophy and strategy of the research, work as a guideline for the whole research study. The research is based on the positivist approach in the research philosophy as research will be based on the experiment and data collection in the society rather than just investigation or exploration of the phenomena in the universe. In the positivist research approach, research will use statistical data and analysis to find out the truth. However, other than this, the research approach is inductive as research is not going to support or testing to hypotheses that are the main concerning the topic of the deductive approaches. But in fact, opposite to this research will use inductive research approach. In an inductive approach, we will draw new conclusions on the basis of the collected data results. The aim of the research is to find the truth through the collection of responses from the most relevant people in this research. In an inductive approach, strategy selected for the research surveys theory. The reason behind the selection of this strategy from other available options is that it relates to the primary data collection through the use of questionnaires, and interviews. While other strategies were related to the direct observations and scientific laboratory-based experiments that are not desired in this research study.

Ethical Implication of Research of The Qatar National Bank

Ethical implication and consideration are the prime concerning areas for the research paper. Ethics are given importance while selecting samples, philosophy of the research, strategy, and approach used in this research. Selection of data collection method and use of data results are important decisions regarding research that can draw impact on the overall results of the research study therefore while selecting the samples and collecting data ethics are given importance. Samples were not forced to select particular answers, and no manipulations are made in results. As the main purpose of this research is to investigate the Qatar national bank, therefore, research data is used with their permission.

Methodology of The Qatar National Bank

The methodology is based on the information that represents the methods and strategies used in the samples selection, data collection and data analysis of the research. The research will select the samples from the Qatar National Bank through random selection method. Thus the whole population for the research is the whole staff of the Qatar National Bank including Employees and management. While the selected samples are 5 employees and 5 managers of the Qatar National Bank.  This research will collect data from the total selected research sample size of 10 (5 employees and 5 managers). Data will be collected from the semi-structured interview. The semi-structured interview will have a total of 5 questions. 2 close-ended questions and remaining 3 open-ended questions are used in the research to collect the responses from the selected samples or research participants. All the research samples/research participants were asked the same questions in the interview. Results of the quantitative research samples are presented with the bar graph and line chart to explain and show the trend of the responses regarding the condition of the communication system in the organization. Semi-structured interview technique selected in the research because the research was requiring some qualitative data also and, in the questionnaire, open-ended questions are difficult to address.       

Results of The Qatar National Bank

The results of the collected data present that communication system in the selected organization Qatar National Bank is effective. Employees are satisfied with the communication style adopted by the management of the organization for employees and customers of the Qatar National Bank. In answer to the closed-ended questions employees and management (samples) are presented in the bar graph below:

Is the organization using the effective communication system to build employees relation?

                                              

          

In accordance with this graph, more than 50% of the employees and managers are with the idea that the communication system in the organization is strong enough to support employee’s relation. According to them, the effective communication strategies are being in use in the managerial staff to encourage and support the employees of the bank. 

Can employees easily communicate with management and supervisors?

                                                         

           

According to this graph employees of the bank can easily communicate with the management and supervisors.

How employee’s performance can be improved through improving communication system in the organization? 

 In answer to this question, most of the respondent said that through improving communication system can reduce ambiguity from the instructions that result in fewer errors and efficient employees performance. however, some also said that through improving communication system management can develop strong employees relation that is necessary to controls conflicts at the workplace and to make the employees able to show better performance while working in team or groups. Strong communication network supports the employees to develop understanding and ensure dynamic work environment for employees motivation.    

What efforts organization is doing to promote strong communication system in the organization?

For this question, the answers of the respondents were different from each other. However, in a summarized way we can say that Qatar National Bank is using modern Information technology. There is communication software installed in the workplace. However, employees can also communicate through emails, memorandums, and phones. While bank administration also held meetings to promote communication so that employees can also communicate with their supervisors, top management and subordinates in the meeting. While administration also assigns group projects and team tasks to promote face to face discussion in the employees.

5) Explain the communication system of Qatar National Bank with their customers?

Respondents said that bank communicates with customers through social media platforms, and websites. Customers are given full-time customer support service on the website. Employees are trained to communicate in a professional way with the customers while interacting with them directly.     

Conclusion    of The Qatar National Bank

The prime objective of the present work was to evaluate the communication system in the Qatar National Bank (QNB). The effective communication induces impact on the performance of the organization such as employee performance and the satisfaction of customers. The higher level strategies of the organizations are based on the improvement of the vertical and the horizontal communication. The interviews of customers and bank managers provides vision about the communication system of the banking system. The results obtained from the data were valid as well as reliable. Effective communication encourages employees to communicate with bank customers effectively. Such sort of communication can be queried about the services and suggestions about the services. The communication between the employees, customers, and managers leads to increase in the efficient services of Qatar National Bank (QNB).

Appendix of The Qatar National Bank

Semi-Structured Interview Questions Sample

Is the organization using the effective communication system to build employees relation?

Can employees easily communicate with management and supervisors?

How employee’s performance can be improved through improving communication system in the organization?   

What efforts organization is doing to promote strong communication system in the organization?

Explain the communication system of Qatar National Bank with their customers?

References of The Qatar National Bank