HUMAN RESOURCE MANAGEMENT PRACTICES AND SERVICE QUALITY OF MEDICALCOLLEGES OF NORTHERN PHILIPPINES

ABSTRACT

This study examined the relationship between the extent of implementation of Human Resource Management (HRM) practices and the level of service quality at the Medical Colleges of Northern Philippines (MCNP). Utilizing a quantitative research design, the study employed descriptive-correlational methods to assess participants’ perceptions across various HRM components—hiring and selection, training and development, ranking and promotion, payroll system, and retirement—and service quality dimensions based on the SERVQUAL model: tangibility, reliability, responsiveness, assurance, and empathy. Data were gathered using a validated survey instrument and analyzed through frequency counts, mean scores, t-tests, ANOVA, and Pearson correlation. The findings revealed that HRM practices were implemented to a very great extent, and service quality was perceived to be at a very high level across all dimensions. Statistical analysis showed a significant positive relationship between the extent of implementation of HRM practices and the level of service quality. The study concludes that enhancing HRM systems contributes directly to the improvement of institutional service quality. It recommends strategic and sustainable HR initiatives and encourages future research on organizational culture, leadership, and employee well-being in higher education contexts.

Keywords: Employee engagement, human resource management, organizational performance, Philippines, service quality
https://doi.org/10.57180/czun6669