THE MEDIATING ROLE OF CYNICISM IN THE RELATIONSHIP BETWEEN ICT HASSLE AND POOR COMMUNICATION WITH EMPLOYEE INTENTION TO QUIT AMONG HEALTHCARE PROFESSIONALS

Abstract

This study investigates the direct and indirect effects of ICT Hassle (recurring frustrations and disruptions, such as technical problems, employees experience when using digital technologies at work) on one hand and poor communication on the other hand on healthcare professionals’ intention to quit, with cynicism examined as a mediating factor. Grounded in the Job Demands-Resources (JD-R) framework, this study examines how digital and communicative demands influence retention.

Data were collected from 319 healthcare professionals in Kosovo using a stratified cluster sampling approach across primary, secondary, tertiary care, and support services. Analysis revealed that ICT hassle was directly associated with reduced intention to quit, contrary to the hypothesised direction, suggesting that ICT-related disruptions may be perceived as routine or manageable in this context rather than as a primary driver of turnover intention. On the other hand, poor communication significantly increased intention to quit both directly and indirectly through cynicism, highlighting the critical role that organisational communication plays in this aspect. Cynicism emerged as a key variable linking communication breakdowns to turnover intention.

Interventions aimed at improving communication practices and fostering supportive digital environments are essential for reducing burnout and ultimately retaining skilled healthcare
professionals.