Competencies of Managers and Service Excellence in Military Hospitals

Dr Junaidah Kamarruddin, Professor Emeritus Dr Syed Mohamed Aljunid

Description

Excellence in service is needed in the Military Hospitals in Malaysia to ensure the best and the most effective services are delivered. One of the factors that contribute to the provision of excellent services is the presence of competent managers. In this book, we report the outcome of a study aimed to determine the level of service excellence among managers and the factors influencing it in five Military Hospitals under the Ministry of Defence, Malaysia. A cross sectional study was conducted using self-administered questionnaires distributed to Military and Non-Military managers with different demographic backgrounds and service characteristics. The questionnaires consist of six components: the background of the respondents; the level of service excellence; skills; knowledge of the Blue Ocean Strategy (BOS), leadership style, and organisational compliance. By using the Structural Equation Model, findings of the study showed that all independent variables, i.e., skills, knowledge on BOS, leadership style and organisational compliance are significantly related to service excellence. Using Stepwise Multiple Linear Regression, it was discovered that managers in the lower grades, as well as Non-Military managers, demonstrated significant service excellence. In conclusion, the service excellence of managers in Military Hospitals is strongly influenced by their competencies. Military Hospitals administration should focus into the needs for training and suitable courses for Military managers in senior position to enhance their competencies.

Sujets

• Hospital Administration
• Medical
• Médecine
• Care

Informations

• Publié par: Partridge Publishing Singapore
• Date de parution: 06 juin 2023
• Nombre de lectures: 0
• EAN13: 9781543774283
• Langue: English
• Poids de l'ouvrage: 1 Mo

Extrait

COMPETENCIES OF MANAGERS and SERVICE EXCELLENCE in MILITARY HOSPITALS
 
 
 
 
 
DR JUNAIDAH KAMARRUDDIN
PROFESSOR EMERITUS DR SYED MOHAMED ALJUNID
 
 
 
 
 
 

Copyright © 2023 by Dr Junaidah Kamarruddin
Professor Emeritus Dr Syed Mohamed Aljunid.
 
ISBN:
Softcover
978-1-5437-7427-6
 
eBook
978-1-5437-7428-3
 
All rights reserved. No part of this book may be used or reproduced by any means, graphic, electronic, or mechanical, including photocopying, recording, taping or by any information storage retrieval system without the written permission of the author except in the case of brief quotations embodied in critical articles and reviews.
 
Because of the dynamic nature of the Internet, any web addresses or links contained in this book may have changed since publication and may no longer be valid. The views expressed in this work are solely those of the author and do not necessarily reflect the views of the publisher, and the publisher hereby disclaims any responsibility for them.
 
 
 
 
 
 
 
www.partridgepublishing.com/singapore
Contents
ABBREVIATIONS
ACKNOWLEDGMENT
Chapter 1INTRODUCTION
1.1 The Importance Of Management Studies In Hospitals
1.2 Study Background
1.3 Problem Statement
1.4 Objectives Of The Study
1.5 Study Hypothesis
1.6 Study Scope
1.7 Impact Of The Study
1.8 Conceptual Framework
Chapter 2Literature Review
2.1 Introduction
2.2 Operational and Theoretical Definitions
2.2.1 Operational Definition
2.2.2 Skills
2.2.3 Blue Ocean Strategy (BOS) Knowledge
2.2.4 Leadership Style
2.2.5 Organisational Compliance
2.2.6 Demographics
2.2.7 Services
2.3 Theory And Study Model
2.3.1 Resource-Based View (RBV) Theory
2.3.2 Henry Mintzberg Management Theory
2.3.3 Iceberg Competency Model
2.4 Previous Studies
2.4.1 Direct Relationship
2.4.2 Indirect Relationships
2.5 Conclusion
Chapter 3STUDY METHODOLOGY
3.1 Introduction
3.2 Study Design
3.3 Research Methods
3.4 Population and Sample
3.5 Data Collection Method
3.6 Study Instruments
3.7 Pilot Study
3.8 Validity and Reliability
3.8.1 Measurement of Cronbach’s Alpha (CA)
3.8.2 Confirmatory Factor Analysis (CFA) Measurement
3.8.3 Validity of Model Discriminant
3.9 Study Ethics
3.10 Analysis of Study Data
3.10.1 Descriptive Analysis
3.10.2 Correlation Analysis
3.10.3 Structural Model Analysis
3.10.4 Stepwise Double Linear Regression Analysis (SWDLR)
3.11 Conclusion
Chapter 4RESULTS
4.1 Introduction
4.2 Descriptive Analysis
4.2.1 Distribution of Repondents based on Demographics
4.2.2 Distributions of Respondents based of Services
4.2.3 Total Score for DV and IV
4.2.4 Relationship of Service Excellence with Independent Variables
4.2.5 Score distribution for Dependent and Independent Variable
4.3 Relationship between IV and DV
4.4 Relationship between Independent Variable, Moderating Variables, and Dependent Variables
4.4.1 Skills
4.4.2 BOS Knowledge
4.4.3 Transformational Style
4.4.4 Organisational Compliance
4.4.5 Findings
Chapter 5DISCUSSION AND CONCLUSION
5.1 Introduction
5.2 IV and DV Direct Relationship Discussion
5.2.1 Relationship between skills and service excellence (DV)
5.2.2 Relationship between Blue Ocean Strategy (BOS) knowledge and service excellence
5.2.3 Relationship between Blue Ocean Strategy (BOS) knowledge and service excellence
5.2.4 Relationship between management style and service excellence
5.2.5 Relationship of organisational compliance with service excellence
5.3 Indirect Relationships
5.3.1 The Relationship of Skills with Service Excellence with the inclusion of the Moderating Variable
5.3.2 Relationship of Transformational Style and Service Excellence with Inclusion of Moderating Variables
5.3.3 Relationship f Organisational Compliance with Service Excellence with the inclusion of Moderating Variables
5.3.4 Conclusion of Study Results
5.4 Recommendations
5.4.1 Recommendations to the Organisation
5.4.2 Recommendation to the Managers
5.5 Limitations and Recommendations for Future Research
5.6 Conclusion
 
References
List of Figures
Figure 1.1: Conceptual Framework on the Impact of Manager’s Competency on Health Service Excellence at Military Hospitals
Figure 2. 1: Managerial Level and Skills Competency
Figure 3.1: Original Path Model
Figure 3.2: Outcome of Confirmatory Factor Analysis (CFA)
Figure 4.1: The Relationship between Skills and Service Excellence
Figure: 4.2: The Relationship between Blue Ocean Strategy Knowledge and Service Excellence
Figure 4.3: The Relationship between Transformational Style and Service Excellence
Figure 4.4: The Relationship between Organisational Compliance and Service Excellence
Figure 5.1: New Conceptual Framework Developed Based on Analysed Hyphothesis
Figure 5.2: New Model Showing Direct and Indirect Relationship of Competency Factors with Service Excellence in Health
List of Tables
Table 3.1: Outcome of Cronbach’s Alpha Analysis
Table 3.2: Strength of R 2
Tables 4.1: Demographic Distributions of Respondents
Table 4.2: Services Distribution of Respondents
Table 4.3: Dependent Variables and Independent Variable Scores
Table 4.4: Correlation between Independent Variables and Dependent Variable
Table 4.5: Score Distribution on Service Excellence
Table 4.6: Score Distribution on Skills
Table 4.7: Score Distribution on BOS Knowledge
Table 4.8: Score Distribution on Transformational Style
Table 4.9: Score Distribution Compliance Level
Table 4.10: Relationship Between Skills and Service Excellence
Table 4.11: The Relationship between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.12: The Relationship between Transformational Style and Service Excellence
Table 4. 13: The Relationship between Organisational Compliance and Service Excellence
Table 4.14: P Value for Gender as a Moderating Variable between Skills and Service Excellence
Table 4.15: P Value for Age as a Moderating Variable between Skills and Service Excellence
Table 4.16: P Value for Marital Status as a Moderating Variable between Skills and Service Excellence
Table 4.17: P Value of Educational Status as a Moderating Variable between Skills and Service Excellence
Table 4.18: P Value for Experience as a Moderating Variable between Skills and Service Excellence
Table 4.19: P Value for Grade as a Moderatoring Variable between Skills and Service Excellence
Table 4.20: P Value for Scheme as a Modearting Variable between Skills and Service Excellence
Table 4.21: P Value for Types as a Moderating Variable between Skills and Service Excellence
Table 4.22: P Value for Training as a Moderating Variable between Skills ns and Service Excellence
Table 4.23: P Value for Activity as a Moderating Variable between Skills and Service Excellence
Table 4. 24: Stepwise Double Linear Regression Analysis – The Relationship between Skills and Dependent Variable with Moderating Variable
Table 4.25: P Value for Gender as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.26: P Value for Age as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.27: P Value for Marital Status as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.28: P Value for Educational as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.29: P Value for Experience as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.30: P Value for Grade as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.31: P Value for Scheme as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.32: P Value for Type as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.33: P Value for Training as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4.34: P Value for Activity as a Moderating Variable between Blue Ocean Strategy Knowledge and Service Excellence
Table 4. 35: Stepwise Double Linear Regression Analysis – Relationship of Blue Ocean Strategy Knowledge and Service Excellence with Moderating Variables
Table 4.36: P Value for Gender as a Moderating Variable between Transformational Style and Service Excellence
Table 4.37: P Value for Age as a Moderating Variable between Transformational Style and Service Excellence
Table 4.38: P Value for Marital Status as a Moderating Variable between Transformational Style and Service Excellence
Table 4.39: P Value for Education as a Moderating Variable between Transformational Style and Service Excellence
Table 4.40: P Value for Experience as a Moderating Variable between Transformational Style and Service Excellence
Table 4.41: P Value for Grade as a Moderatoring Variable between Transformational Style and Service Excellence
Table 4.42: P Value for Scheme as a Moderating Variable between Transformational Style and Service Excellence
Table 4.43: P Value for Type as a Moderating Variable between Transforma