Effects of quality oriented human resource management practices on customer satisfaction in Moi Teaching and Referral Hospital, Kenya

Abstract

There has been a move towards quality practices by organizations as a strategic tool to create a competitive edge. The practices have been used to make quality products and achieve superior customer satisfaction. The purpose of the study is to investigate the effect of quality oriented Human Resources practices on customer satisfaction at Moi Teaching and Referral Hospital, Kenya. The specific objectives of the study include: examining the effects of Training and Education; Employee involvement; quality leadership; team work; and. performance appraisal on customer satisfaction. The study will adopt a causal comparative approach so as to study the cause and effect relationship between the variables in the subject matter of the study. The study will sample (100) staff in the organization by use of stratified sampling method since the study population is divided into homogeneous groups/departments. Representative samples will then be drawn from the departments using simple Random sampling method. The research will be executed by use of questionnaires that will be distributed to the target population to seek facts and opinions that will support the objectives of the study. The data collected will be analyzed by use of descriptive techniques such as frequencies, percentages, means and standard deviations and inferential statistical techniques such as correlation of analysis Pearson’s product moment correlation analysis and Multiple regression analysis to study the relationship between the study variables as postulated by the study hypothesis and based on the study objectives and summarized by use of tables. The study is expected to show whether quality Human Resource Practices positively contribute towards customer satisfaction that in turn enables the organization to meet its objectives. Conclusions shall be made based on the research findings and the researcher will recommend further research on this area of study since it is still a new concept in the businessarena.