The psychological mechanism of organizational support on healthcare service quality: A multilevel analysis

Ensuring effective healthcare delivery is a central goal of China's health strategy. In high-stress healthcare settings, such as during the COVID-19 pandemic, understanding the psychological mechanisms underlying healthcare service quality is essential. This study investigates the associations between organizational support and healthcare service quality, and examines the mediating role of organizational commitment. Data were collected from 600 healthcare professionals across 40 hospitals between June and August 2022, and a 2-1-1 multilevel mediation model was tested using hierarchical linear modeling (HLM). The results provide empirical support for all hypothesized associations. Specifically, organizational support was positively associated with both organizational commitment and healthcare service quality, with organizational commitment partially mediating this relationship. These findings underscore the critical role of organizational support in fostering organizational commitment and enhancing healthcare service quality under high-stress conditions, and demonstrate the psychological relevance of perceived organizational support in shaping individual service behavior.