تحلیل تأثیر بدبینی سازمانی بر کیفیت ارائه خدمات با نقش میانجیگری رضایت شغلی و نقش تعدیل گر هویت سازمانی

الموضوعات :

مصطفی علیرضایی ¹ , آمنه مالمیر ² , حمیده عباسی ³

1 - گروه مدیریت، واحد فراهان، دانشگاه آزاد اسلامی، فراهان، ایران
2 - گروه مدیریت، واحد فراهان، دانشگاه آزاد اسلامی، فراهان، ایران.
3 - گروه مدیریت، دانشکده مدیریت، مجتمع آموزش عالی طلوع مهر قم، قم، ایران

تاريخ الإرسال : 23 الجمعة , جمادى الثانية, 1442 تاريخ التأكيد : 26 الخميس , شعبان, 1442 تاريخ الإصدار : 17 الإثنين , ربيع الثاني, 1443

الکلمات المفتاحية: رضایت شغلی, کیفیت خدمات, هویت سازمانی, بدبینی سازمانی,

ملخص المقالة :

هدف: مطالعه حاظر با هدف تحلیل تأثیر بدبینی سازمانی بر کیفیت ارائه خدمات با نقش میانجی گری رضایت شغلی و نقش تعدیل گر هویت سازمانی در اداره کل بیمه سلامت همدان انجام گرفته است.طراحی/ روش شناسی/ رویکرد: پژوهش از نظر هدف، کاربردی و از لحاظ گردآوری داده ها توصیفی از نوع پیمایشی است. جامعه آماری این پژوهش شامل کلیه مدیران و کارکنان شرکت بیمه سلامت همدان است که با استفاده از فرمول کوکران تعداد 188 نفر به عنوان نمونه آماری به روش تصادفی سیستماتیک انتخاب شد. برای اندازه گیری روایی پرسشنامه ها از روش صوری و محتوایی و برای تعیین پایایی آلفای کرونباخ که مقدار آن برابر 0.786 برآورد گردید. برای تجزیه وتحلیل داده ها از مدلسازی معادلات ساختاری، نرم افزار اسمارت پی. ال. اس نسخه 2 بهره گرفته شد.یافته ها: نتایج پژوهش نشان داد در اداره کل بیمه سلامت همدان بدبینی سازمانی بر کیفیت ارائه خدمات، بدبینی سازمانی بر رضایت شغلی؛ رضایت شغلی بر کیفیت ارائه خدمات ؛ هویت سازمانی بر کیفیت ارائه خدمات به طور معنی دار تأثیر دارد.

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