New Technology in GLC Employee Communication: Impact on Satisfaction Levels and Organisational Citizenship Behaviour Outcomes
Abstract
The emergence of new technology has compelled many organisations to adapt to evolving communication trends. However, the inability to keep pace with these changes has widened the gap between employers and employees, particularly due to demographic differences such as age and gender. Ineffective use of modern communication tools often leads to miscommunication, which negatively affects organisational productivity. Government-linked corporations (GLCs), which contribute significantly to Malaysia’s GDP, play a vital role in ensuring employee satisfaction and fostering a sense of belonging to sustain performance. This study aims to examine the factors influencing employee satisfaction and its impact on organisational citizenship behaviour (OCB). A quantitative research approach was adopted, involving 197 respondents selected through simple random sampling from an estimated population of 400 employees in Menteri Besar Incorporated (MBI), a GLC located in Selangor. MBI’s organisation is chosen because its establishment is to drive economic growth, manage stake asset and facilitate strategic development projects. In addition, their key role is to strengthen public-private partnerships in Selangor. Data were collected through online questionnaires distributed via Google Forms to measure employee satisfaction and behavioural outcomes. Data analysis was performed using SPSS, including descriptive statistics, Pearson correlation, and regression analysis. The findings indicate a positive relationship between the use of online communication platforms and organisational facilities with employee satisfaction. Additionally, employee satisfaction is positively associated with a stronger sense of belonging within the organisation. Effective communication and strong employee–organisation relationships significantly influence employee outcomes. Overall, technology adoption and employee satisfaction are key factors that contribute to improved productivity and organisational performance.
Downloads
References
Antoni, D., Jie, F., & Abareshi, A. (2020). Critical factors in information technology capability for enhancing firm's environmental performance: case of Indonesian ICT sector. International Journal of Agile Systems and Management, 13(2), 159-181. https://doi.org/10.1504/IJASM.2020.10790.
Azeem, M., & Mataruna, L. (2019). Identifying factor measuring collective leadership at academic workplaces. International Journal of Educational Management, 33(6), 1316-1335. https://doi.org/10.1108/IJEM-04-2018-0131.
Banks, S., Landon, L. B., Dorrian, J., Waggoner, L. B., Centofanti, S. A., Roma, P. G., & Van Dongen, H. P. (2019). Effects of fatigue on teams and their role in 24/7 operations. Sleep medicine reviews, 48, 101216. https://doi.org/10.1016/j.smrv.2019.101216.
Boudlaie, H., Mahdiraji, H. A., Shamsi, S., Jafari-Sadeghi, V., & Garcia-Perez, A. (2020). Designing a human resource scorecard: An empirical stakeholder-based study with a company culture perspective. Journal of Entrepreneurship, Management, and Innovation, 16(4), 113-147. https://dx.doi.org/10.7341/20201644.
Byrne, J., & Kirwan, G. (2019). Relationship-based social work and electronic communication technologies: Anticipation, adaptation and achievement. Journal of Social Work Practice, 33(2), 217-232. https://doi.org/10.1080/02650533.2019.1604499.
Deli, A., & Ramadani, V. (2021). The Impact of Inclusive Leadership on Employee Engagement and Innovation. Journal of Entrepreneurship and Business, 9(2), 65–80. http://dx.doi.org/10.21511/ppm.18(3).2020.39.
Fitrio, T., Apriansyah, R., Utami, S., & Yaspita, H. (2019). The effect of job satisfaction to organisational citizenship behavior (OCB) mediated by organisational commitment. International Journal of Scientific Research and Management, 7(09), 1300-1310. https://doi.org/10.18535/ijsrm/v7i9.em01.
Gamil, Y., & Rahman, I. A. (2022). Impact of poor communication on dispute occurrence in the construction industry: a preliminary exploratory study of Yemen construction industry. International Journal of Construction Management, 23(16), 2729–2735. https://doi.org/10.1080/15623599.2022.2092388.
Gupta, V. (2019). Impact of perceived organisational support on organisational citizenship behaviour on health care and cure professionals. Management Dynamics, 19(1), 35-44. https://doi.org/10.57198/2583-4932.1027.
Gomez, E. T., Elsa, S., & Aun, L. H. (2014). The state's business: Government-linked companies, the financial sector, and socioeconomic development in Malaysia. In Government-linked companies and sustainable, equitable development (pp. 103-126). Routledge. https://doi.org/10.4324/9781315754963.
Jackson, N. (2019). Organizational justice in mergers and acquisitions (Vols. 978-3-319-92636–0). Springer Book. https://doi.org/10.1007/978-3-319-92636-0.
Kaydos, W. (2020). Operational Performance Measurement. Taylor & Francis Group. https://doi.org/10.4324/9780367802103
Kalogiannidis, S. (2020). Impact of effective business communication on employee performance. European Journal of Business Management and Research, 5(6). https://doi.org/10.24018/ejbmr.2020.5.6.631
Tong, K. E., Kean, N. C., Yee, O. M., & Xin, Y. Z. (2025, November 5). Ethical leadership, organizational citizenship behaviour and work life balance among government secondary school teachers in Malaysia - UTAR Institutional Repository. Universiti Tungku Abdul Rahman (UTAR). http://eprints.utar.edu.my/id/eprint/6055
Kumar, S. S., Kumar, S. R., & Ramesh, G. (2024). From Industry 4.0 to 5.0: Enriching Manufacturing Excellence through Human–Robot Interaction and Technological Empowerment. In Intelligent Systems and Industrial Internet of Things for Sustainable Development (pp. 24-51). Chapman and Hall/CRC. https://doi.org/10.1201/9781032642789.
Kusi, M., Zhao, F., & Rasoanirina, M. P. (2021). Evidence for mediating role of affective commitment on green human resource management and organisational citizenship behaviour. Asian Academy of Management Journal, 26(1), 113-141. https://doi.org/10.21315/aamj2021.26.1.5.
Lindstrom, M. (2021). The Ministry of Common Sense: How to Eliminate Bureaucratic Red Tape, Bad Excuses, and Corporate BS. Houghton Mifflin. https://lccn.loc.gov/2019045701.
Lee, H. A. (2022). Malaysia's Bumiputera Empowerment regime and South Africa's BEE: foundations, experiences, and lessons. Transformation: Critical Perspectives on Southern Africa, 109(1), 21-50. https://doi.org/10.1353/trn.2022.0011.
Morrison-Smith, S., & Ruiz, J. (2020). Challenges and barriers in virtual teams: a literature review. SN Applied Sciences, 2(6), 1-33. https://doi.org/10.1007/s42452-020-2801-5.
Nadim, A., & Singh, P. (2019). Leading change for success: embracing resistance. European Business Review, 31(4), 512-523. https://doi.org/10.1108/EBR-06-2018-0119.
Ndoja, K., & Malekar, S. (2020). Organisational citizenship behaviour: a review. International Journal of Work Organisation and Emotion, 11(2), 89-104. https://doi.org/10.1504/IJWOE.2020.110629
Nienaber, H., & Martins, N. (2020). Exploratory study: Determine which dimensions enhance the levels of employee engagement to improve organisational effectiveness. The TQM Journal, 32(3), 475-495. https://doi.org/10.1108/TQM-05-2019-0151.
Oktafien, S., & Santoso, A. B. (2022). Effectiveness of organisational communications in improving employee performance. Central Asia and the Caucasus, 23(1). https://doi.org/10.37178/ca-c.23.1.136.
Paais, M., & Pattiruhu, J. R. (2020). Effect of motivation, leadership, and organisational culture on satisfaction and employee performance. The journal of asian finance, economics and business, 7(8), 577-588. https://doi.org/ 10.13106/jafeb.2020.vol7.no8.577.
Palmer, A. D., Carder, P. C., White, D. L., Saunders, G., Woo, H., Graville, D. J., & Newsom, J. T. (2019). The impact of communication impairments on the social relationships of Older adults: Pathways to Psychological Well-Being. Journal of Speech Language and Hearing Research, 62(1), 1–21. https://doi.org/10.1044/2018_jslhr-s-17-0495.
Pitafi, A. H., Rasheed, M. I., Kanwal, S., & Ren, M. (2020b). Employee agility and enterprise social media: The Role of IT proficiency and work expertise. Technology in Society, 63, 101333. https://doi.org/10.1016/j.techsoc.2020.101333
Ray, H., Kuber, R., & Aviv, A. J. (2022, April). Investigating older adults' adoption and usage of online conferencing tools during COVID-19. In Proceedings of the 19th International Web for All Conference (pp. 1-11). https://doi.org/10.1145/3493612.3520447.
Santhi, A. R., & Muthuswamy, P. (2023). Industry 5.0 or industry 4.0S? Introduction to industry 4.0 and a peek into the prospective industry 5.0 technologies. International Journal on Interactive Design and Manufacturing (IJIDeM), 17(2), 947–979. https://doi.org/10.1007/s12008-023-01217-8
Roknifard, J. (2023). New Economic Policy: Impact of Social and Economic Engineering on Malaysia’s Development. In Governance in Transitional Societies in East and Southeast Asia (pp. 91-120). Singapore: Springer Nature Singapore. https://link.springer.com/chapter/10.1007/978-981-99-5306-6_5.
Sahu, A., Dohare, A., Anand, A., Kumar, A., & Dwedi, A. (2023). A review on online communication application. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.4386498
Sajid, U., Ihsan, M., & Reba, A. (2021). Work Environment Stress: Causes and Outcomes. International Journal of Innovation, Creativity and Change, 15(5), 979–992. https://www.researchgate.net/publication/351450128_Work_Environment_Stress_Causes_and_OutcomesSingh, V., & Kumar, R. (2024). Role of Technological Innovations in Industry 5.0. In Advances in business information systems and analytics book series (pp. 73–98). https://doi.org/10.4018/979-8-3693-3550-5.ch006.
Singha, S. (2024). Nurturing positive organizational climates to enhance work success. In Advances in human resources management and organizational development book series (pp. 84–107). https://doi.org/10.4018/979-8-3693-1524-8.ch004.
Supriyanto, A. S., & Ekowati, V. M. (2020). Spiritual leadership and Islamic organizational citizenship behavior: examining mediation-moderated process. Research Repository Universitas Islam Negeri Maulana Malik Ibrahim (University of Southampton).http://repository.uinmalang.ac.id/6335/1/13333_Supriyanto_2020_E_R.pdf
Stacho, Z., Stachová, K., Papula, J., Papulová, Z., & Kohnová, L. (2019). Effective Communication in Organisations Increases their Competitiveness. Polish Journal of Management Studies, 19(1), 391–403. https://doi.org/10.17512/pjms.2019.19.1.30
Sudirjo, F., Diantoro, K., Al-Gasawneh, J. A., Azzaakiyyah, H. K., & Ausat, A. M. A. (2023). Application of ChATGPT in improving customer Sentiment Analysis for businesses. Jurnal Teknologi Dan Sistem Informasi Bisnis, 5(3), 283–288. https://doi.org/10.47233/jteksis.v5i3.871
Varghese, A., Davidson, B. G. J., George, J. P., & Muttungal, P. V. (2026). Diversity, Equity, and Inclusion (DEI) Initiatives; Organizational Culture; and Employee Retention: Situational Traits—Mediated Model. FIIB Business Review. https://doi.org/10.1177/23197145261421995
Wiggins, M. W., Auton, J., Bayl-Smith, P., & Carrigan, A. (2020). Optimising the future of technology in organisations: A human factors perspective. Australian Journal of Management, 45(3), 449–467. https://doi.org/10.1177/0312896220918915
Yahoo, M., Salleh, N. H. M., Chatri, F., & Huixin, L. (2024). Economic and environmental analysis of Malaysia’s 2025 renewable and sustainable energy targets in the generation mix. Heliyon, 10(9), e30157. https://doi.org/10.1016/j.heliyon.2024.e30157
