Title: E-HRM practices and HR service quality

Authors: Javad Shahreki; Kavitha Raman; Audrey Lim Li Chin; Maniyarasi Gowindasamy; Shiva Hashemi; Nor Fauziana Ibrahim

Addresses: Faculty of Business, Multimedia University, 75450 Melaka, Malaysia; School of Business, Woxsen University, Hyderabad 502345, India ' Faculty of Business, Multimedia University, 75450 Melaka, Malaysia ' Faculty of Business, Multimedia University, 75450 Melaka, Malaysia ' Faculty of Business and Technology, University of Cyberjaya, 63000 Selangor, Malaysia ' Faculty of Hospitality and Tourism Management, UCSI University, 56000 Kuala Lumpur, Malaysia ' Faculty of Business, Multimedia University, 75450 Melaka, Malaysia

Abstract: Through the mediation of user instruction, and moderation of user acceptance of the e-HRM system, this research investigates how e-HRM practices (operational, relational, and transformational) affect the efficiency of HR services. Data were gathered via a questionnaire from a sample of 362 line managers and HR specialists who worked with HR applications in service and manufacturing sectors in Malaysia. The findings indicated that user instruction mediates the impact of e-HRM practices on the efficacy of HR services, additionally, the quality of HR services is more strongly impacted by e-HRM practices when user acceptance of the system is high (vs. low). The body of knowledge is expanded by this study by highlighting the impact of relational, transformational, and operational e-HRM techniques on the effectiveness of HR services. Moreover, it offers line managers and HR experts insightful information on the value of user training for a successful adoption of e-HRM.

Keywords: e-HRM practices; e-HRM utilisation; user acceptance; user instruction; HRM quality of service.

DOI: 10.1504/IJPQM.2025.150886

International Journal of Productivity and Quality Management, 2025 Vol.46 No.4, pp.500 - 520

Received: 28 Nov 2022
Accepted: 09 Jul 2023
Published online: 05 Jan 2026 *

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