The Effects of Human Resource Capability and Internal Customer Satisfaction on Organizational Effectiveness

Chuang, Huan-Ming; Liu, Mao-Jen; Chen, You-Shyang

doi:10.1155/2015/835194

Cited by 19 publications

(11 citation statements)

References 66 publications

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“…20 Chuang et al noted that human resource capacity, internal customer satisfaction and commitment had a positive impact on organisational efficiency, and decomposed human resource capacity into training, salary and teamwork. 21 Through a survey of 163 Turkish companies, Ali proved that the emotional ability of an enterprise affected its financial performance and market performance through its innovation. 22 In an ever-changing climate, the survived organisations are those that can continuously transform and adapt to new circumstances, and this is equally true for hospitals.…”

Section: Open Accessmentioning

confidence: 99%

Identifying organisational capability of hospitals amid the new healthcare reform in China: a Delphi study

2021

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ObjectiveSince China launched its nationwide systemic healthcare reform in 2009, policies such as the elimination of drug markups and the reform of medical insurance payments have forced some hospitals into a crisis threatening their survival. Both public and private hospitals have been building and strengthening their capacity to achieve sustainable development. However, the existing research has not provided a comprehensive evaluation tool required to support this effort. Therefore, this study develops an organisational capability evaluation index system to help public and private hospitals assess their current conditions.DesignThe Delphi method was used to construct a hospital organisational capability evaluation index system in conjunction with the boundary value method and an analytic hierarchical process. Then, a questionnaire survey was administered in 55 hospitals (32 non-profit and 23 for-profit hospitals), and Cronbach’s α and a factor analysis were used to verify the index system’s reliability and validity.Setting and participantsA literature review and semistructured interviews with 23 hospital managers and scholars clarified the definition of hospital organisational capability and formed an indicator pool. Additionally, 20 hospital directors were selected from public and private hospitals to participate in two rounds of the Delphi consultation.ResultsThe Delphi consultation resulted in an index system including 12 primary and 40 secondary indicators demonstrated to be reliable and valid. The three indicators with the largest weights were ‘regulation capability’ (0.251), ‘decision-making capability’ (0.121) and ‘executive capability’ (0.105).ConclusionThis study constructed an index system based on theoretical and practical considerations, and is expected to be applied to quantitatively evaluate the organisational capability of both public and private hospitals in China, and support their adaptation to external environmental changes.

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Section: Open Accessmentioning

confidence: 99%

Identifying organisational capability of hospitals amid the new healthcare reform in China: a Delphi study

2021

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“…Human resources capability is HRM practices that facilitate businesses to sustain their competitive advantage. Human resource capabilities are HRM practices that facilitate businesses to maintain their competitive advantage (Chuang, Liu, & Chen, 2015). Ability is a capacity possessed by each individual to carry out their duties.…”

Section: Literature Reviewmentioning

confidence: 99%

The Performance Influence of Distribution Government Assistance toward School Dropout Communities Based on the E-Proposal Banper Management Information System, Organizational Transformation and HR Capabilities in Course Institutions

Komalasari

Sihite

Supriyadi

2021

jml

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The purpose of this study was to evaluate the performance of the distribution of government assistance to dropout communities based on the e-proposal management information system, organizational transformation, and human resource capabilities of course institutions. The sampling technique was purposive sampling—data collection using questionnaires and FGD. The data analysis technique used Structural Equation Modeling (SEM) analysis processed with Smart PLS software. The research results prove that organizational transformation does not directly affect organizational performance in the distribution of government assistance. Meanwhile, HR capabilities and management information systems of e-proposal Banper directly affect organizational performance in the distribution of government assistance. Then organizational transformation indirectly has a significant effect on organizational performance in distributing government assistance by mediating the management information system e-proposal Banper. Likewise, human resource capability indirectly has a significant effect on organizational performance in distributing government assistance by mediating the management information system e-proposal Banper. The results of the strategy analysis through the input strategy stage with CPM, matching stage with TOWS, and decision stage with QSPM, concluded that the strategy used from the QSPM results is a strategy for developing SIM e-proposal assistance.

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“…Hsu & Fang (2009) also established that "human capital and relational capital could improve the performance of new product development through organizational learning ability". Chuang et al (2015) established that "human resource capacity, internal customer satisfaction and commitment had a positive impact on organizational efficiency, and decomposed human resource capacity into training, salary and teamwork". Furthermore, according to a study conducted by Akgün, Keskin & Byrne (2009), the financial and market performance on an organization is affected by its development and capabilities (the emotional ability) through its innovation.…”

Section: Organizational Capabilitiesmentioning

confidence: 99%

Relevance of Strategic Planning Process, Organizational Ambidexterity Organizational Capabilities and Decision-Making Style Hotels Performance

2021

cibg

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In the uncertain environment in the tourism sector especially in Arab Middle East countries, Jordan has been affected by many internal factors such as economic crisis which has threatened the political instability and external factors such as wars in neighboring countries. In order to adapt with these shift in the hotel's sector, they should integrate strategic planning (SP) to the organization of its processes in order to make a better projection for the future. The aim of this research is to elucidate the "black box" connecting strategic planning process and organizational ambidexterity via establishing possible intervening factors. In order to guarantee a significant degree of planning practices, only three, four, and five-star hotels were targeted for data collection for the research. Data were collected from employees of 3 stars and 4 star hotels. IBM SPSS and AMOS software were used to interpret and summarize the data collected as well as to determine the effects of moderation-mediation, hence descriptive statistical techniques was employed to determine the frequency, percentage, means and standard deviation of the respondents. The findings revealed that hotel performance matters. The result also revealed that strategic planning amongst others enhance hotel performance and organization that utilize these constructs have a clear purpose and focus which drive them to optimum productivity.

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The Effects of Human Resource Capability and Internal Customer Satisfaction on Organizational Effectiveness

Cited by 19 publications

References 66 publications

Identifying organisational capability of hospitals amid the new healthcare reform in China: a Delphi study

Identifying organisational capability of hospitals amid the new healthcare reform in China: a Delphi study

The Performance Influence of Distribution Government Assistance toward School Dropout Communities Based on the E-Proposal Banper Management Information System, Organizational Transformation and HR Capabilities in Course Institutions

Relevance of Strategic Planning Process, Organizational Ambidexterity Organizational Capabilities and Decision-Making Style Hotels Performance

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