How to cite this paper
AL-Mhasnah, A., Salleh, F., Afthanorhan, A & Ghazali, P. (2018). The relationship between services quality and customer satisfaction among Jordanian healthcare sector.Management Science Letters , 8(12), 1413-1420.
Refrences
Afthanorhan, A., Awang, Z., & Fazella, S. (2017). Perception of tourism impact and support tourism development in terengganu, Malaysia. Social Sciences, 6(3), 106.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017a). The assessment of the performance of covariance-based structural equation modeling and partial least square path modeling. In AIP Conference Proceedings(Vol. 1842, No. 1, p. 030001). AIP Publishing.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017b). The development of comparative bias index. In AIP Conference Proceedings (Vol. 1870, No. 1, p. 060008). AIP Publishing.
Al-Abri, R., & Al-Balushi, A. (2014). Patient satisfaction survey as a tool towards quality improve-ment. Oman medical journal, 29(1), 3.
Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excel-lence, 28(5-6), 559-577.
Alrabeah, A., Ogden, S. M., Edgar, D. A., & Fryer, K. J. (2015). TQM in the Saudi Health care system: a national cultural perspective. World Review Business Resources, 5(2), 120-136.
Anbari, Z., & Tabaraie, Y. (2013). Measurement of quality of hospital services via SERVQUAL mod-el. Bulletin of Environment, Pharmacology and Life Sciences, 3(1), 51-6.
Awang, Z., Afthanorhan, A., & Mamat, M. (2016). The Likert scale analysis using parametric based Structural Equation Modeling (SEM). Computational Methods in Social Sciences, 4(1), 13.
Awang, Z., Afthanorhan, A., Mohamad, M., & Asri, M. A. M. (2015). An evaluation of measurement model for medical tourism research: the confirmatory factor analysis approach. International Journal of Tourism Policy, 6(1), 29-45.
Aziz, M. I., Afthanorhan, A., & Awang, Z. (2016). Talent development model for a career in Islamic banking institutions: A SEM approach. Cogent Business & Management, 3(1), 1186259.
Bakar, A. A., & Afthanorhan, A. (2016). Confirmatory Factor Analysis on Family Communication Pat-terns Measurement. Procedia-Social and Behavioral Sciences, 219, 33-40.
Dang, B. N., Westbrook, R. A., Black, W. C., Rodriguez-Barradas, M. C., & Giordano, T. P. (2013). Examining the link between patient satisfaction and adherence to HIV care: A structural equation model. PLoS ONE, 8(1). https://doi.org/10.1371/journal.pone.0054729
El-Jardali, F., Hemadeh, R., Jaafar, M., Sagherian, L., El-Skaff, R., Mdeihly, R., … Ataya, N. (2014). The impact of accreditation of primary healthcare centers: successes, challenges and policy implica-tions as perceived by healthcare providers and directors in Lebanon. BMC Health Services Research, 14(1), 86. https://doi.org/10.1186/1472-6963-14-86
El-Tohamy, A. E.-M. A., Raoush, A. T. Al, Albejaidi, F., Al-Shdaifat, E. A., Management, T. Q., Standards, U. A., … Sallis, E. (2015). Total quality management. International Journal of Business and Social Research, 2(2), 51–56. https://doi.org/10.1080/09544129100000028.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and meas-urement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Hair Jr, J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: Up-dated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107-123.
Henseler, J. (2018). Partial least squares path modeling: Quo vadis?. Quality & Quantity, 52(1), 1-8.
Hofman, J.M., Sharma, A., & Watts, S.J. (2017). Prediction and explanation in social systems. Science, 355, 486-488.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile re-pair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269.
Khan, M., & Beyazit, Y. (2013). Evaluating patients’ satisfaction using SERVQUAL model: A case of Ayub Medical Complex.
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and psychological measurement, 30(3), 607-610.
Lagrosen, Y., & Lagrosen, S. (2016). Customer perceptions of quality–a study in the SPA indus-try. European Business Review, 28(6), 657-675.
Linqvist Leonardsen, A. C., Del Busso, L., Abrahamsen Grøndahl, V., Ghanima, W., Barach, P., & Jelsness-Jørgensen, L. P. (2016). A qualitative study of patient experiences of decentralized acute healthcare services. Scandinavian journal of primary health care, 34(3), 317-324.
Maria Stock, R., Jong, A. D., & Zacharias, N. A. (2017). Frontline employees' innovative service behav-ior as key to customer loyalty: Insights into FLEs' resource gain spiral. Journal of Product Innovation Management, 34(2), 223-245.
McCall, S. J., Souers, R. J., Blond, B., & Massie, L. (2016). Physician satisfaction with clinical labora-tory services: a College of American Pathologists Q-Probes Study of 81 Institutions. Archives of pa-thology & laboratory medicine, 140(10), 1098-1103.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (McGraw-Hill Series in Psycholo-gy) (Vol. 3). New York: McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50.
Rahman, M. S., & Osmangani, A. M. (2015). Patient satisfaction constructs. International Journal of Health Care Quality Assurance, 28(8), 841–854.
Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals. The TQM Journal, 29(1), 101–117.
Sahoo, D., & Ghosh, T. (2016). Healthscape role towards customer satisfaction in private healthcare. In-ternational Journal of Health Care Quality Assurance, 29(6), 600–613.
Swies, R. J., Hashem, T. N., & Ajarmah, B. S. (2017). The effect of 5Q model on patient’s satisfaction in military hospitals in Jordan. International Journal of Productivity and Quality Management, 20(3), 273.
Sekaran, U., & Bougie, R. (2009). Research Methods for business 5th ed.
Xesfingi, S., & Vozikis, A. (2016). Patient satisfaction with the healthcare system: Assessing the impact of socio-economic and healthcare provision factors. BMC Health Services Research, 16, 94.
Yi, Y., & Nataraajan, R. (2018). Customer satisfaction in Asia. Psychology and Marketing, 35(6), 387–391.
Westland, J. C. (2010). Lower bounds on sample size in structural equation modeling. Electronic Com-merce Research and Applications, 9(6), 476-487.
Züllich, D., Zimmering, M., Keil, T., & Querfeld, U. (2012). Migration background and patient satisfac-tion in a pediatric nephrology outpatient clinic. Pediatric Nephrology, 27(8), 1309–1316.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017a). The assessment of the performance of covariance-based structural equation modeling and partial least square path modeling. In AIP Conference Proceedings(Vol. 1842, No. 1, p. 030001). AIP Publishing.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017b). The development of comparative bias index. In AIP Conference Proceedings (Vol. 1870, No. 1, p. 060008). AIP Publishing.
Al-Abri, R., & Al-Balushi, A. (2014). Patient satisfaction survey as a tool towards quality improve-ment. Oman medical journal, 29(1), 3.
Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excel-lence, 28(5-6), 559-577.
Alrabeah, A., Ogden, S. M., Edgar, D. A., & Fryer, K. J. (2015). TQM in the Saudi Health care system: a national cultural perspective. World Review Business Resources, 5(2), 120-136.
Anbari, Z., & Tabaraie, Y. (2013). Measurement of quality of hospital services via SERVQUAL mod-el. Bulletin of Environment, Pharmacology and Life Sciences, 3(1), 51-6.
Awang, Z., Afthanorhan, A., & Mamat, M. (2016). The Likert scale analysis using parametric based Structural Equation Modeling (SEM). Computational Methods in Social Sciences, 4(1), 13.
Awang, Z., Afthanorhan, A., Mohamad, M., & Asri, M. A. M. (2015). An evaluation of measurement model for medical tourism research: the confirmatory factor analysis approach. International Journal of Tourism Policy, 6(1), 29-45.
Aziz, M. I., Afthanorhan, A., & Awang, Z. (2016). Talent development model for a career in Islamic banking institutions: A SEM approach. Cogent Business & Management, 3(1), 1186259.
Bakar, A. A., & Afthanorhan, A. (2016). Confirmatory Factor Analysis on Family Communication Pat-terns Measurement. Procedia-Social and Behavioral Sciences, 219, 33-40.
Dang, B. N., Westbrook, R. A., Black, W. C., Rodriguez-Barradas, M. C., & Giordano, T. P. (2013). Examining the link between patient satisfaction and adherence to HIV care: A structural equation model. PLoS ONE, 8(1). https://doi.org/10.1371/journal.pone.0054729
El-Jardali, F., Hemadeh, R., Jaafar, M., Sagherian, L., El-Skaff, R., Mdeihly, R., … Ataya, N. (2014). The impact of accreditation of primary healthcare centers: successes, challenges and policy implica-tions as perceived by healthcare providers and directors in Lebanon. BMC Health Services Research, 14(1), 86. https://doi.org/10.1186/1472-6963-14-86
El-Tohamy, A. E.-M. A., Raoush, A. T. Al, Albejaidi, F., Al-Shdaifat, E. A., Management, T. Q., Standards, U. A., … Sallis, E. (2015). Total quality management. International Journal of Business and Social Research, 2(2), 51–56. https://doi.org/10.1080/09544129100000028.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and meas-urement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Hair Jr, J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: Up-dated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107-123.
Henseler, J. (2018). Partial least squares path modeling: Quo vadis?. Quality & Quantity, 52(1), 1-8.
Hofman, J.M., Sharma, A., & Watts, S.J. (2017). Prediction and explanation in social systems. Science, 355, 486-488.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile re-pair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269.
Khan, M., & Beyazit, Y. (2013). Evaluating patients’ satisfaction using SERVQUAL model: A case of Ayub Medical Complex.
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and psychological measurement, 30(3), 607-610.
Lagrosen, Y., & Lagrosen, S. (2016). Customer perceptions of quality–a study in the SPA indus-try. European Business Review, 28(6), 657-675.
Linqvist Leonardsen, A. C., Del Busso, L., Abrahamsen Grøndahl, V., Ghanima, W., Barach, P., & Jelsness-Jørgensen, L. P. (2016). A qualitative study of patient experiences of decentralized acute healthcare services. Scandinavian journal of primary health care, 34(3), 317-324.
Maria Stock, R., Jong, A. D., & Zacharias, N. A. (2017). Frontline employees' innovative service behav-ior as key to customer loyalty: Insights into FLEs' resource gain spiral. Journal of Product Innovation Management, 34(2), 223-245.
McCall, S. J., Souers, R. J., Blond, B., & Massie, L. (2016). Physician satisfaction with clinical labora-tory services: a College of American Pathologists Q-Probes Study of 81 Institutions. Archives of pa-thology & laboratory medicine, 140(10), 1098-1103.
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (McGraw-Hill Series in Psycholo-gy) (Vol. 3). New York: McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41-50.
Rahman, M. S., & Osmangani, A. M. (2015). Patient satisfaction constructs. International Journal of Health Care Quality Assurance, 28(8), 841–854.
Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitals. The TQM Journal, 29(1), 101–117.
Sahoo, D., & Ghosh, T. (2016). Healthscape role towards customer satisfaction in private healthcare. In-ternational Journal of Health Care Quality Assurance, 29(6), 600–613.
Swies, R. J., Hashem, T. N., & Ajarmah, B. S. (2017). The effect of 5Q model on patient’s satisfaction in military hospitals in Jordan. International Journal of Productivity and Quality Management, 20(3), 273.
Sekaran, U., & Bougie, R. (2009). Research Methods for business 5th ed.
Xesfingi, S., & Vozikis, A. (2016). Patient satisfaction with the healthcare system: Assessing the impact of socio-economic and healthcare provision factors. BMC Health Services Research, 16, 94.
Yi, Y., & Nataraajan, R. (2018). Customer satisfaction in Asia. Psychology and Marketing, 35(6), 387–391.
Westland, J. C. (2010). Lower bounds on sample size in structural equation modeling. Electronic Com-merce Research and Applications, 9(6), 476-487.
Züllich, D., Zimmering, M., Keil, T., & Querfeld, U. (2012). Migration background and patient satisfac-tion in a pediatric nephrology outpatient clinic. Pediatric Nephrology, 27(8), 1309–1316.