Influence of Performance Appraisal on Quality of Service Delivery: A Case of Bost Provincial Hospital, Southwestern Afghanistan
DOI:
https://doi.org/10.54536/ajmri.v5i4.5474Keywords:
Afghanistan, Bost Provincial Hospital, Healthcare Management, Performance Appraisal, Service QualityAbstract
Availability of good-quality healthcare remains a high-priority issue in Afghanistan, especially in the district and provincial-level facilities, where resource deficiencies and poor performance management systems prevail. Although performance appraisal is world-wide in principle regarded as an essential mechanism for promoting organizational efficiency and service provision, there has been limited empirical work investigated its place in the Afghan health sector. This study bridges this research gap by investigating the performance appraisal-service quality relationship at Bost Provincial Hospital. The primary purpose of this research was to investigate the effect of performance appraisal systems on healthcare service quality, with particular focus on staff performance and patient satisfaction. Based on performance management theory, the study employed a cross-sectional study design. Information were collected from 200 hospital personnel and patients through a pretested and reliable questionnaire. Descriptive and inferential statistical techniques were used in analyzing the data. The findings indicated that there was a high and statistically significant relationship between performance appraisal and quality of healthcare service. Effective appraisal systems were associated with enhanced staff responsibility, enhanced delivery of service, and improved patient satisfaction. Besides, the respondents expressed general positive perceptions of prevailing appraisal practices in the hospital. This study provides new empirical evidence on the critical function that performance appraisal serves in enhancing service quality in Afghan healthcare facilities. It underscores institutionalizing timely, transparent, and formal appraisal systems. The findings provide practical suggestions for managers of hospitals and policymakers to improve human resource practices and patient care throughout the healthcare sector in Afghanistan.
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