INFLUENCE OF HUMAN RESOURCE MANAGEMENT (HRM) PRACTICES ON SERVICE QUALITY: AN EMPIRICAL STUDY AT FOOD BASED DOWNSTREAM INDUSTRY

Abstract

Lack of emphasis on the service quality performed by the organizational employees that involves in food based downstream activity leads to negative implications in product and customer perspectives. Therefore, the organization will not be able to maintain its competitiveness in running the business. Determination of the strategic factors that would promote service quality among the employees in the organization is very crucial. This research aims to examine the impact of Human Resource Management (HRM) practices on service quality among employees in food based downstream industry. Investigating HRM practices in this study are based on the dimensions namely recruitment and selection, training and development and performance appraisal. Questionnaires were adapted from previous empirical research instruments and data were analyzed using the "Statistical Package for Social Science" (SPSS) version 26.0. This study involved a total of 162 employees from the industry as respondents. The results of the correlation and regression analyses revealed that recruitment and selection, training and development and performance appraisal had a positive relationship and significant effect on service quality respectively. In addition, the result of this study showed that the most dominant determinant factor of human resource management practices on service quality was training and development. The results of this study were seen to be able to contribute within the scope of knowledge in managing HRM practices and the importance of the impact of HRM practices on the quality of services in an organization.