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Abstract
The human resources management in the healthcare institution is essential to enable the delivery of efficient and effective medical services. This study conducted to investigate how HRM practices can enhance service quality and proposes an integrated framework in which perceived HRM practices are related to employee commitment, which in turn related to perceived service quality performance. Five HRM practices was selected. A questionnaire was constructed. The quantitative methodology was applied to collect and analyze data. Data was collected from 270 employees (including nurse and doctor) and bottom manager in Dr. Radjiman Wediodiningrat in Indonesia. The result shows that the selected HRM practices all significantly and meaningfully can predicted the employee motivation, in which feedback and recogniton was the most effective practices. The result also shows that employee motivation is an effective predictor of service quality performance. Lastly, employee motivation has a role as mediator effect toward the relationship between HRM practice and service quality. This research suggests that HRM departement need to chooses human resources management practices properly that can increase employe motivation and their service quality performances.
Highlights
1.1 Research BackgroundHuman Resources Management (HRM) plays a vital role in the success of the health sector
This research focused on examining the mediation effect of employee motivation on the relationship between employees’ perceptions of HRM practices and perceived Service quality
The result of the study demonstrated that employee motivation mediated the relationship between perception of HRM practices and perceived service quality
Summary
1.1 Research BackgroundHuman Resources Management (HRM) plays a vital role in the success of the health sector. Empirical studies show that there is a relationship between HRM practices and aspects of service delivery to patients (Clark, 1999; Weech-Maldonado, Dreachslin, Dansky, De Souza, & Gatto, 2002). It can suggest that to service sector, especially healthcare industry, the HRM Practices are related to service quality. Those study has found that HRM practices are directly related to service quality performance (Schneider & Bowen, 1993; Peccei & Rosenthal, 2001; Humphrey, Ehrich, Kelly, Sandall, Redfern, Morgan, & Guest, 2003), and others found that these relationships are mediated by employee behaviors, intention, and attitudes (Delaney & Huselid, 1996), such as trust (Tzafrir & Gur, 2007), commitment (Dzansi & Dzansi, 2010), satisfaction (Ott & van Dijk, 2005), and this study motivation. One of the biggest challenges for organizations, in particular for HR function is creating and maintaining a motivated employee workforce to increasing their performance at work
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