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

Article Type:
Research/Original Article (بدون رتبه معتبر)

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.


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.

Journal of Human Capital Empowerment, Volume:4 Issue: 3, 2021
179 to 192  
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