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@article{185024,
        author = {Rohit Mandal and Abhignan Sikdar},
        title = {An HRM Perspective on Employee Engagement as a Patient Satisfaction Driver in Healthcare.},
        journal = {International Journal of Innovative Research in Technology},
        year = {2025},
        volume = {12},
        number = {4},
        pages = {4364-4373},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=185024},
        abstract = {The importance of employee engagement has become a widely accepted cause of organizational success, but there has been relatively less research on the impact of the concept on patient satisfaction in healthcare. This paper looks into the association between Human Resource Management (HRM) practices, employee engagement and patient satisfaction. The study assumes a quantitative and cross-sectional methodology, which will gather the primary data of 300 healthcare workers and 500 patients of chosen state and privated hospitals, which will be supplemented with secondary data sources such as hospital reports and published research.
The HRM practices (recruitment and selection, training and development, performance appraisal, rewards, employee involvement, and Green HRM), employee engagement, and patient satisfaction dimensions were measured with the help of the SERVQUAL model with the help of structured questionnaires. Reliability tests, factor analysis, correlation, regression, and Structural Equation Modelling (SEM) were the methods used to analyse data, and mediation was analysed by bootstrapping.
The results showed that HRM practices are significant in order to boost employee engagement which is in turn a strong predictor of patient satisfaction. The most influential HRM factors were found to be training and development, as well as, employee involvement. Employee engagement partially moderated the correlation between HRM and patient satisfaction, especially enhancing empathy and responsiveness aspects of care. Practices of the green HRM were not as powerful but had a positive impact by creating pride among employees and organizational image which indirectly increased patient trust.
The research has an input to the HRM theory by establishing patient satisfaction as one of the crucial performance outcomes and confirming staff engagement as the mediating variable between HRM and patient-centered results. In practice, the findings can be summarized as follows: the healthcare administrators are advised to implement HRM systems in which engagement is the main idea, and should combine training, empowerment, recognition, and sustainability programs to improve employee and patient experiences.},
        keywords = {Employee Engagement; Employee Involvement; Green HRM; Healthcare; Human Resource Management (HRM); Patient Satisfaction; SERVQUAL; Structural Equation Modeling (SEM); Training and Development.},
        month = {September},
        }