ANALYSIS OF PATIENTS’PERCEPTION ON THE PERFORMANCE OF HUMAN AND NON-HUMAN RESOURCES IN A PUBLIC HOSPITAL

Rotea Catalin Stefan, Ploscaru Claudia Cristina and Monica Logofatu
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Rotea Catalin Stefan: FACULTY OF ECONOMICS AND BUSINESS ADMINISTRATION, UNIVERSITY OF CRAIOVA
Ploscaru Claudia Cristina: FACULTY OF MECHANICS, UNIVERSITY OF CRAIOVA
Monica Logofatu: FACULTY OF ECONOMICS AND BUSINESS ADMINISTRATION, UNIVERSITY OF CRAIOVA

Annals - Economy Series, 2019, vol. 2, 78-86

Abstract: The efficiency and effectiveness of organizations depends not only on non-human factors (technological and non-technological) but also on labor efficiency. Employees are responsible and involved in all the activities of an organization, therefore their effective use and control must be the primary objective of the organization. There are many challenges facing the health sector today, such as endemic deficiencies, systemic deficiencies, the high cost of human resources, sanitary materials and medicines, human resources productivity playing a crucial role, which can be improved by some proactive measures. Using the SERVPERF model, we aim to examine patient perceptions of service performance in a public hospital in Romania, and we analyze, on this basis, the predictors of human resources productivity, employee performance and non-human resource performance. This model is suitable, as the emphasis was mainly on patients’ perceived hospital performance as a predictor for the performance of human and non-human resources. The proposed tool offers the opportunity for public hospital managers to assess the performance of human and non-human resources and to take decisions based on this assessment in order to boost employee performance or to streamline the use of material and financial resources.

Keywords: service performance; human resource performance; non-human resource performance; patients’ perception; SERVPERF (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:cbu:jrnlec:y:2019:v:2:p:78-86

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