The Impact of Organizational Cynicism on Quality of Service Provision with Mediating Role of Job Satisfaction and Moderating Role of Organizational Identity

Subject Areas : Human Capital Empowerment

mostafa alirezaei ¹ (1Department of Management, Farahan Branch, Islamic Azad University, Farahan, Iran)
ameneh malmir ² (Department of Management, FARAHAN Branch, Islamic Azad University, FARAHAN, Iran)
hamideh abbasi ³ (Department of Management, School of Management, Tolo Mehr Higher Education Complex, Qom, Iran)

Received: 2021-02-05 Accepted : 2021-04-08 Published : 2021-11-22

Keywords: Job satisfaction, Service Quality, organizational identity, organizational cynicism,

Abstract :

Objective: The present study aimed at analyzing the impact of organizational cynicism on the quality of service delivery with the mediating role of job satisfaction and moderating the role of organizational identity in Hamadan Health Insurance Organization.Design / Methodology / Approach: The study is purposeful, applied, and descriptive in terms of data collection. The statistical population of this study includes all managers and staff of Hamedan Health Insurance Company. Using Cochran formula, 188 people were selected as the statistical sample by systematic random sampling. To measure the validity of questionnaires by face and content method and to determine the reliability of Cronbach's alpha which was estimated 0.786. For analyzing data from structural equation modeling, Smartphone software. L. SS version 2 was used.Results: The results showed that organizational cynicism had a significant effect on service quality, organizational cynicism on job satisfaction; job satisfaction on quality of service; organizational identity had a significant effect on service quality.Limitations and Consequences: Due to the multitude of research variables and given the specific complexity of the research, other variables for future research should be carefully examined both in the present statistical population and in other organizations rather than other meaningful relationships. To be more transparent and comprehensive.

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