IMPACT OF HUMAN RESOURCES MANAGEMENT ON TOTAL QUALITY MANAGEMENT IN THE UNIVERSITY OF ILORIN TEACHING HOSPITAL
ABSTRACT
In the service industry, the success or failure of the organization depends on how they fulfill consumers’ needs and wants. The main purpose of this study is to determine the impact human resource management on total quality management. This study in an assessment of the purpose used deductive approach in which qualitative and quantitative surveys were carried out on the employees and patients in the U.I.T.H. The survey was intended to get their responses on what they feel about the quality of services they get from the hospital. In this light, the study sets to identify the perception of employees and patients about the implementation of TQM by HRM.
A sample size of 100 respondents comprising both in and outpatients was chosen from whom information to measure their perception about services quality in the UITH as a result of impact of human resource management on total quality management were captured. Similarly, a sample of 50 staffers of the institution was also selected to elicit data on the views of employees towards the implementation of total quality management through human resource management. A biased sample of one hundred patients, i.e. fifty in and out patients was selected until the desired sample size is reached depending on the condition and disposition of the patients. While fifty staffers were randomly selected from the staff population. Simple random sampling involves selecting cases (staffers) until the desired sample size is reached.
The result of the study indicates that there is a positive linear relationship between sex of patients has effect on their perception towards the quality of service received. The coefficient of correlation(r=0.098) is weak. Though, the relationship is weak but it is positive, HRM on Total Quality Management raises the level service received by patient variance is being explained only 1% (r2 = 0.010), though significant at < 0.05. The analysis from the empirical findings showed that irrespective of cadre of the employee, it does not affect their perception about the impact of HRM on TQM. It was also discovered that the area of specialty of employee had effect on their perception on the impact HRM has on TQM
