Competencies of Managers and Service Excellence in Military Hospitals

Aljunid, Professor Emeritus Dr Syed Mohamed; Kamarruddin, Dr Junaidah

ISBN 10: 154377427X / ISBN 13: 9781543774276

Published by Partridge Publishing Singapore, 2023

About this Item

Print on Demand.

Seller Inventory # 396695749

Bibliographic Details

• Title: Competencies of Managers and Service Excellence in Military Hospitals
• Publisher: Partridge Publishing Singapore
• Publication Date: 2023
• Language: English
• ISBN 10: 154377427X
• ISBN 13: 9781543774276
• Binding: Soft cover
• Condition: New

About this title

Synopsis

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.