The Role of Strategic Human Resource Management Practice Mediated by Knowledge Management on Service Quality (Study on the Public and Private Hospitals In South Kalimantan, Indonesia

Abstract

The objective of this research is to empirically examine both direct and indirect relationship of the strategic human resource management practice role on knowledge management, service quality, and organizational performance. The utilized research approach is positivistic paradigm based on the quantitative method. Twenty three 23 public and private hospitals in South Kalimantan (Indonesia) are involved as the unit analysis of this research. There are 115 respondents who work as hospital' managers, physicians, and nurses. The primary data are obtained through questionnaire; further, data analysis method utilizes Partial Least Square (PLS). The results demonstrate that strategic human resource management practice significantly influences knowledge management; knowledge management significantly influences service quality and organizational performance. Service quality influences organizational performance significantly. Strategic human resource management practice, as mediated by knowledge management, brings significant effect on the service quality and organizational performance. Limitation of this research shows that the strategic human resource management practice variable includes only three indicators such as training, job opportunities, and job security so that it affects on the estimation result which is not yet optimum. Therefore, for further research, it is suggested to involve other strategic human resource management practice indicators to make the result more optimum. This research utilizes service quality and organizational performance variables that are measured from internal organization perspective; this measurement source possibly results in bias information. To obtain more objective information, further research is suggested to involve external parties or the customers/patient Keywords: strategic human resource management practice, service quality, organizational performance