The role Model of Perceived Organizational Support on Service Quality with the Mediating Role of Organizational Innovation

Perceived organizational support is the process of empowering individuals. In this process, we help our employees to improve their sense of self-confidence. The main purpose of this study was to investigate the impact of perceived organizational support on service quality with the mediating role of organizational innovation in the automotive after-sales service industry.

The correlational research method was structural equation modeling. The statistical population of the study was the after-sales service industry employees of one of the automotive industries (if you do not want to provide the name of the company, write like this) from which 351 people were selected by systematic random sampling. The research instruments included Zumrah Perceived Organizational Support Questionnaire (2018), Q&A Service Quality Questionnaire (2019) and Zumrah Organizational Innovation Questionnaire (2018). Statistical analyzes were performed using SPSS and AMOS software.

The results showed confirmation of the impact of perceived organizational support on service quality with the mediating role of organizational innovation with an impact factor of 0.64, confirmation of the impact of perceived organizational support on organizational innovation with an impact factor of 0.61 and organizational innovation on service quality with impact factor 0.65 and showed the effect of perceived organizational support on service quality with a coefficient of 0.59.

According to the results of the main hypothesis, the results show the confirmation of the effect of perceived organizational support on the quality of services provided with the mediating role of organizational innovation in the after-sales service organization of the automotive industry.