THE ROLE OF HUMAN RESOURCE MANAGEMENT AND MANAGEMENT INFORMATION SYSTEMS IN IMPROVING SERVICE QUALITY AND PERFORMANCE

Abstract

Service In facing increasingly competitive service industry competition, organizations are required to balance internal efficiency and external excellence. This study aims to analyze the synergy between Human Resource Management (HRM) and Management Information Systems (MIS) in driving organizational performance. Based on the synthesis of the latest literature, it was found that the implementation of an integrated MIS plays a vital role in reducing cost inefficiencies and supporting data-driven strategic decision-making. On the external side, the use of marketing information has been proven to increase service utility and Bed Occupancy Rate (BOR). However, technology will only be effective if supported by adaptive human resources. Behavioral competencies such as polychronicity and employee engagement are determining factors in maintaining excellent service quality amidst dynamic work demands. This article concludes that the integration of digital capabilities and HR readiness is the key to sustainable organizational performance.