Abstract:
The human resource management practices, which play a central role in the exchange relationships
between the organisation’s management and its employees, are connected to every stage of the
employment circle, and through these engagements employees obtain valuable information about the
organisation and the way it is managed. These activities show employees, in practice, what is valued
in general, and how the organisation views them in particular. When employees deal with customers
they bring to the interaction their perceptions of human resource management practices. This might
have an effect on service quality. The marketing discipline defines quality as meeting or exceeding
the expectations of customers and the customer satisfaction is driven through high service quality.
Increased levels of competition have compelled many health care organisations to learn how to
differentiate themselves and consequently, assessments of service quality have become critical for
hospitals. This research undertaken from Patients’ and Human Resource Manager’s points of view to
find out the impact of human resource management practices on service quality in the private
hospitals. A survey was conducted with 75 Human Resource Managers of the private hospitals and
their 745 customers. The researchers used SPSS 16.0 to analyses the data.
The study concluded that the human resource management practices have impacted on service
quality at a high level of human resource manager to the patients of private hospitals and resulted
that the five human resource management practices accounted for 93.7% of the variation in service
quality, while the 6.3% of variation was unexplained by these variables.
