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

محورهای موضوعی : توانمندسازی سرمایه انسانی

مصطفی علیرضایی ¹ ( گروه مدیریت، واحد فراهان، دانشگاه آزاد اسلامی، فراهان، ایران )
آمنه مالمیر ² ( گروه مدیریت، واحد فراهان، دانشگاه آزاد اسلامی، فراهان، ایران. )
حمیده عباسی ³ ( گروه مدیریت، دانشکده مدیریت، مجتمع آموزش عالی طلوع مهر قم، قم، ایران )

تاریخ دریافت : 1399/11/17 تاریخ پذیرش : 1400/01/19 تاریخ انتشار : 1400/09/01

کلید واژه: رضایت شغلی, کیفیت خدمات, هویت سازمانی, بدبینی سازمانی,

چکیده مقاله :

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.

چکیده انگلیسی:

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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