Service quality in the healthcare sector: do human resource management practices matter?

Jacob, S; Manalel, James; C, Minimol M

doi:10.12968/bjhc.2019.0009

Cited by 5 publications

(2 citation statements)

References 24 publications

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“…Service delivery is of paramount importance in the interaction between different government ministries and citizens (Jacob et al, 2020). Improving service delivery through increased accountability has been a significant implicit argument for the shift toward decentralization in industrialized countries (Dobler et al, 2014).…”

Section: Service Deliverymentioning

confidence: 99%

Influence of Warehouse Management Practices on Service Delivery in Zimbabwean Local Authorities

Chibaro,

Mataba,

Mupfiga

2024

LOMR

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The study assessed the influence of warehouse management practices on service delivery in Zimbabwean urban local authorities. The study was underpinned by three theories, namely the theory of inventory and production, the application control theory and adaptive structuration theory of warehouse management practice problems. The study was informed by post positivism philosophy. The study employed cross-sectional descriptive survey and data was gathered from respondents using structured questionnaires. Cronbach's alpha was used to assess data reliability. Five hypotheses that passed the validity and normalcy tests were examined using structural equation modelling. For data analysis, SPSS version 21 and AMOS version 21 were utilized. The statistical analysis and results demonstrated a correlation between the independent variables (enterprise resource planning, order processing, inventory lead time and materials handling on service delivery). The analysis showed that development and implementation of service delivery in the local authorities has been marred with challenges of declined warehouse management practices. The findings showed that urban local authorities’ service delivery has been struggling to perform as anticipated due to problems of fluctuating inventories, inaccurate forecast, poor responsiveness to customer’s needs and lack of proper technological systems resulting to poor services delivered to tax payers. The study concluded that warehouse management practices have a strong influence on service delivery for urban local authorities. The study recommended study the adoption of some strategic stance towards warehouse management practices. It was also reckoned that urban local authorities need to deliberately adopt electronic warehouse management practices to enhance service delivery.

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Section: Service Deliverymentioning

confidence: 99%

Influence of Warehouse Management Practices on Service Delivery in Zimbabwean Local Authorities

Chibaro,

Mataba,

Mupfiga

2024

LOMR

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“…Dutta et al (2014) believe that physical infrastructure such as beds, equipment, tackling emergency services is very important. Jacob et al (2020) in their paper highlighted that if employees are more aware of HR management, their perception of and commitment to high-quality delivery will increase. Talib et al (2015) have done an extensive literature review on service quality in the healthcare sector.…”

Section: Literature Reviewmentioning

confidence: 99%

Prioritizing enablers for service quality in healthcare sector – a DEMATEL approach

Gupta

Vrat

Ojha

2022

JHOM

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PurposeThe Healthcare sector is one of the important sectors of the Service Industry. It is believed that in this sector, the customer server relationship is very critical, and even the slightest gap in the people quality may have a huge impact on the delivered service quality. Some of these enablers are doctors, nursing staff and support staff. Furthermore, the nonpeople quality enablers such as diagnostic services, facilities, hygiene levels and so on are also likely to impact the delivered service quality. It was also felt that the degree of impact each enabler has on the service quality could vary. Therefore there is a need for structured and deep analysis. The paper attempts to identify, analyze and prioritize the enablers that impact the delivered service quality.Design/methodology/approachThe enablers have been identified through literature review and inputs from experts in the healthcare fraternity. The authors have explored different decision-making tools such as analytic hierarchy process (AHP), analytic network process (ANP), stepwise weight assessment ratio analysis, Hybrid Model and DEMATEL (Decision-Making Trial and Evaluation Laboratory) for the analysis of data in this paper. Based on the strengths of the approach and careful considerations by focus group discussions, DEMATEL was chosen as the best option. It is simple, unique, sparingly used in the healthcare sector, effective in prioritizing and gives meaningful insights on importance, cause and effect factors. DEMATEL approach converts the complex problem with interrelated factors into a clear structure that makes simple interrelationships among factors in the form of cause and effects digraph, and hence, the authors chose to use it. A case study in one of the hospitals has also been conducted to demonstrate the applicability of the developed index. The case study very strongly validates the developed index.FindingsThis research paper has found that there are people quality enablers such as the doctor, nursing staff, support staff and nonpeople quality enablers such as facilities, diagnostic services and hygiene levels maintenance, which impact the delivered service quality. It also concludes that the delivered service quality depends not only on the quality but also on the availability of these enablers. The inputs received from the experts have been run through the DEMATEL methodology and importance computed for each. The top five priority enablers are Quality of Doctor, Availability of Doctor, Quality of Support Staff, Quality of Nursing Staff and Availability of Support Staff.Research limitations/implicationsThe weights of the enablers have been obtained using the DEMATEL tool. These weights have been calculated using the inputs from 22 experts, which meets the statistical requirement (Skulmoski, 2007). However, a larger group of experts can be reached, and based on the inputs received from them, the tool can be revalidated for repeatability and reproducibility. Using Fuzzy DEMATEL can also be explored for further analysis.Practical implicationsThe proposed framework to assess the service quality level of a healthcare organization is based on a sound approach of DEMATEL. The service index arrived, thereafter, can be used to rate the delivered service quality by any healthcare organization. It can be used to compare the similar type of healthcare organizations across locations. This Index can facilitate improvements in the healthcare organization through internal and external benchmarking. It also helps the organization to know the gaps, understand the root cause, improve upon them and become the best in class. This Index uses the inputs from the end customers to calculate the rating, which makes it more reliable and accurate. The overall scores obtained from the Index can provide the ranking to the healthcare providing organizations and options to customers to choose from best. The service quality index can be used by an organization to continuously monitor their delivered service quality scores and improve them to become the best in class. The research paper highlights the significant role played by the people quality and its strong impact/contribution on the delivered service quality. Hence, it is believed that it will encourage the healthcare organizations to prioritize the improvement and upgrade of the people quality over the nonpeople quality aspect.Originality/valuePutting people and nonpeople quality enablers in one single model and assigning weights to them using the DEMATEL approach is a new application in healthcare. Developing an Index to measure the delivered service quality in the healthcare sector is also different and new.

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Beyond Human Resource Capital Development: Is Sustainable Production the Next Approach?

Sanusi

Johl

2023

Globalization, Human Rights and Populism

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Service quality in the healthcare sector: do human resource management practices matter?

Cited by 5 publications

References 24 publications

Influence of Warehouse Management Practices on Service Delivery in Zimbabwean Local Authorities

Influence of Warehouse Management Practices on Service Delivery in Zimbabwean Local Authorities

Prioritizing enablers for service quality in healthcare sector – a DEMATEL approach

Beyond Human Resource Capital Development: Is Sustainable Production the Next Approach?

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