How to cite this paper
Abu-Rumman, A., Mhasnah, A & Al-Zyout, T. (2021). Direct and indirect effects of TQM on the patients’ satisfaction and loyalty in the Jordanian health care sector.Management Science Letters , 11(2), 493-502.
Refrences
Abu-Rumman, A. (2018). Gaining competitive advantage through intellectual capital and knowledge management: an exploration of inhibitors and enablers in Jordanian Universities. Problems and Perspectives in Management, 16(3), 259-268.
Abu-rumman, A. (2018). TQM and Competitive Advantage: Experiences within the Engineering, Electronics, and IT Industrial Sectors in Amman. In Excellence in Services 21th International Conference, 0-12.
Ahmad Zamil, A. M., Areiqat, A. Y., & Tailakh, W. (2012). The impact of health service quality on patients’ satisfaction over private and public hospitals in Jordan: A Comparative Study. International Journal of Marketing Studies, 4(1).
Al-Abri, R., Al-Balushi, A. (2014). Patient satisfaction survey as a tool towards quality improvement. Oman Medical Journal, 29(1), 3–7.
Al-Abbadi, L.H.M., Almomani, R.Z.Q., Rumman, A.R.A.A.A., Abu-Rumman, A. & Khraisat, A.M.I. (2019). Impact of Human Capital Development and Human Capital Isolation Mechanisms on Innovative Performance: Evidence from Industrial Companies in Jordan. European Journal of Business and Management, 11(15), 200-209.
Aliman, N. K., & Mohamad, Wan. Nor. (2016). Linking service quality, patients’ satisfaction, and behavioral intentions: An investigation on private healthcare in Malaysia. Procedia - Social and Behavioral Sciences, 224, 141–148.
Al-Ali, A. H. and Abu-Rumman, A. (2019). The role of total quality management in the face of challenges: A study in Lafarge-Jordan. Academy of Strategic Management Journal, 18, 1-16.
Bove, L. L., & Johnson, L. W. (2006). Customer loyalty to one service worker: Should it be discouraged? International Journal of Research in Marketing, 23(1), 79–91.
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.
Afthanorhan, A., Awang, Z., Salleh, F., Ghazali, P., & Rashid, N. (2018). The effect of product quality, medical price and staff skills on patient loyalty via cultural impact in medical tourism. Management Science Letters, 8(12), 1421-1424.
Burhan, N.A.S., Salleh, F., & Burhan, N.M.G. (2015). National intelligence and private health expenditure: Do high IQ societies spend more on health insurance? Intelligence, 52, 1-8.
Brown (1996). Effects of Trait Competitiveness and perceived intraorganizational competition on salesperson goal setting and performance. Journal of Marketing, 62(4), 88–98.
Boshoff. C & Gray. B (2004). The relationship between service quality, customer satisfaction and buying intentions in the private hospital industry. South African Journal of Business Management, 35(4), 27-37
Calvo-Mora, A., Picón-Berjoyo, A., Ruiz-Moreno, C., & Cauzo-Bottala, L. (2014). Contextual and mediation analysis between TQM critical factors and organisational results in the EFQM Excellence Model framework. International Journal of Production Research, 53(7), 2186–2201.
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).
Eisma, M. (2014). Development and psychometric evaluation of the Utrecht Grief Rumination Scale. Journal of Psychopathology and Behavioral Assessment in March 2014.
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.
Gohain, K., Thambiah, S., & Hong, T. C. (2018). Patients loyalty framework towards healthcare services in Malaysia. International Journal of Business and Management, 13(9), 148.
Gong, T., & Yi, Y. (2018). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology & Marketing, 35(6), 427-442.
Grönroos, C. (2001). The perceived service quality concept – a mistake? Managing Service Quality: An International Journal, 11(3), 150–152.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Tiele, K. O. (2017). Mirror, mirror on the wall: A comparative evaluation of composite-based structural equation modeling methods. Journal of the Academy of Marketing Science, 45, 616–632.
Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. (2010). Multivariate Data Analysis, seventh ed. Prentice Hall, Englewood Cliffs
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Análise multivariada de dados. Bookman Editora.
Health Systems Profile-Jordan Regional Health Systems Observatory-EMRO. (n.d.).
He, Y., Li, W., & Keung Lai, K. (2011). Service climate, employee commitment, and customer satisfaction. International Journal of Contemporary Hospitality Management, 23(5), 592–607.
Hunko, N (2013). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277–320.
Isa, F. M. (2007). Change management Initiatives and Change success in direct selling Industry: The moderating Effect of Attitude towards Change. Unpublished PHD Thesis. University Science Malaysia.
Izogo, E. E. (2015). Service quality , customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management Article information (March).
Jandavath, R. K. N., & Byram, A. (2016). Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India. International Journal of Pharmaceutical and Healthcare Marketing, 10(1), 48–74.
Karami, M. (2006). Actors are influencing Adoption of online Ticketing. Master thesis, Lulea University of Technology.
Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91–97.
Kemperman, A. D. A. M., Borgers, A. W. J. & Timmermans, H. J. P. ( 2009). Tourist shopping behavior in a historic downtown area. Tourism Management, 30, 208-218.
Kim, C. E., Shin, J.-S., Lee, J., Lee, Y. J., Kim, M., Choi, A., … Ha, I.-H. (2017). Quality of medical service, patient satisfaction, and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC Complementary and Alternative Medicine, 17(1), 174.
Koteswara Rao, R., & Kumar Panda, R. (2015). Customer perceived service quality, satisfaction, and loyalty in Indian private healthcare. International Journal of Health Care Quality Assurance, 28(July), 452–467.
Lakshman, M., Sinha, L., Biswas, M., Charles, M., & Arora, N. K. (2000). Quantitative Vs qualitative research methods. The Indian Journal of Pediatrics, 67(5), 369–377.
Lee, C., Yoon, Y., & Lee, S. (2007). Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ. Tourism Management, 28(204–214).
Lim, J. S., Hwang, Y., Kim, S., & Biocca, F. A. (2015). How social media engagement leads to sports channel loyalty: Mediating roles of social presence and channel commitment. Computers in Human Behavior, 46, 158-167.
Martin-Consuegra, D., Molina, A., & Esteban, A. (2007). An integrated model of price, satisfaction, and loyalty: an empirical analysis in the service sector. Journal of Product and Brand Management, 16(7), 459–468.
McCall, S. J., Souers, R. J., Blond, B., & Massie, L. (2016). Physician satisfaction with clinical laboratory services a college of American pathologists Q-probes study of 81 institutions. Archives of Pathology and Laboratory Medicine, 140(10), 1098–1103.
McDougall, G. H. G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Service Marketing, 14(5), 392-410.
Nunnally J.C. (1978). Psychometric Theory (2nd ed.). New York: McGraw-Hill.
Post, D. M., McAlearney, A. S., Young, G. S., Krok-Schoen, J. L., Plascak, J. J., & Paskett, E. D. (2015). Effects of Patient Navigation on Patient Satisfaction Outcomes. Journal of Cancer Education : The Official Journal of the American Association for Cancer Education, 30(4), 728–735.
Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction, and loyalty in hospitals. The TQM Journal, 29(1), 101–117.
Sadikoglu, E., Sciences, H. Olcay.-A. in D., & 2014, undefined. (n.d.). The effects of total quality management practices on performance and the reasons for and the barriers to TQM practices in Turkey. Hindawi.Com.
Saeed, R., Osama Ghafoor, M., Sarwar, B., Nawaz Lodhi, R., Muhammad Arshad, H., & Ahmad, M.(2013). Factors Affecting Customer Satisfaction in Health Care Servicesin Pakistan. Journal of Basic Applied Science Resources, 3(5), 947–952.
Salleh, S (2011). Factors influencing destination brand loyalty in Jordan. PSU – USM International Conference on Humanities and Social Sciences 2011. “Transforming Research for Sustainable Community” 3 – 4 October 2011
Salleh, F., Mustafa, N., Daud, W. N. W., Yazid, A. S., Ghazali, P. L., Burhan, N. A. S., & Hosnih,M. N. (2018). Micro health takaful framework for poor communities in Malaysia. International Journal of Academic Research in Business and Social Sciences, 8(11), 1294–1302.
Salleh, F., Mustafa, N., Daud, W.N.W, Remli, N., Burhan, N.A.S. (2017). A review of the importance on the need of micro medical and health takaful Proceedings of the 30th International Business Information Management Association Conference,
IBIMA 2017 - Vision 2020: Sustainable Economic development, Innovation anagement, and Global Growth
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330–343.
Shields, J. A., & Jennings, J. L. (2013). Using the Malcolm Baldrige “Are We Making Progress” Survey for Organizational Self-Assessment and Performance Improvement. Journal for Healthcare Quality, 35(4), 5–15.
Sukamolson, S. (2007). Fundamentals of quantitative research.
The Hashemite Kingdom Of Jordan Ministry of Health Strategic Plan 2013-2017. (n.d.).
The Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R. (2010). Study of banks in Penang, Malaysia Impact of Service Quality on Customer Loyalty: A. International Journal of Marketing Studies, 2(2).
Uche Ofili, O. (2014). Patient Satisfaction in Healthcare Delivery – a Review of Current Approaches and Methods. European Scientific Journal, 10(25), 1857–7881.
Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, 52(3), 645-656.
Abu-rumman, A. (2018). TQM and Competitive Advantage: Experiences within the Engineering, Electronics, and IT Industrial Sectors in Amman. In Excellence in Services 21th International Conference, 0-12.
Ahmad Zamil, A. M., Areiqat, A. Y., & Tailakh, W. (2012). The impact of health service quality on patients’ satisfaction over private and public hospitals in Jordan: A Comparative Study. International Journal of Marketing Studies, 4(1).
Al-Abri, R., Al-Balushi, A. (2014). Patient satisfaction survey as a tool towards quality improvement. Oman Medical Journal, 29(1), 3–7.
Al-Abbadi, L.H.M., Almomani, R.Z.Q., Rumman, A.R.A.A.A., Abu-Rumman, A. & Khraisat, A.M.I. (2019). Impact of Human Capital Development and Human Capital Isolation Mechanisms on Innovative Performance: Evidence from Industrial Companies in Jordan. European Journal of Business and Management, 11(15), 200-209.
Aliman, N. K., & Mohamad, Wan. Nor. (2016). Linking service quality, patients’ satisfaction, and behavioral intentions: An investigation on private healthcare in Malaysia. Procedia - Social and Behavioral Sciences, 224, 141–148.
Al-Ali, A. H. and Abu-Rumman, A. (2019). The role of total quality management in the face of challenges: A study in Lafarge-Jordan. Academy of Strategic Management Journal, 18, 1-16.
Bove, L. L., & Johnson, L. W. (2006). Customer loyalty to one service worker: Should it be discouraged? International Journal of Research in Marketing, 23(1), 79–91.
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.
Afthanorhan, A., Awang, Z., Salleh, F., Ghazali, P., & Rashid, N. (2018). The effect of product quality, medical price and staff skills on patient loyalty via cultural impact in medical tourism. Management Science Letters, 8(12), 1421-1424.
Burhan, N.A.S., Salleh, F., & Burhan, N.M.G. (2015). National intelligence and private health expenditure: Do high IQ societies spend more on health insurance? Intelligence, 52, 1-8.
Brown (1996). Effects of Trait Competitiveness and perceived intraorganizational competition on salesperson goal setting and performance. Journal of Marketing, 62(4), 88–98.
Boshoff. C & Gray. B (2004). The relationship between service quality, customer satisfaction and buying intentions in the private hospital industry. South African Journal of Business Management, 35(4), 27-37
Calvo-Mora, A., Picón-Berjoyo, A., Ruiz-Moreno, C., & Cauzo-Bottala, L. (2014). Contextual and mediation analysis between TQM critical factors and organisational results in the EFQM Excellence Model framework. International Journal of Production Research, 53(7), 2186–2201.
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).
Eisma, M. (2014). Development and psychometric evaluation of the Utrecht Grief Rumination Scale. Journal of Psychopathology and Behavioral Assessment in March 2014.
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.
Gohain, K., Thambiah, S., & Hong, T. C. (2018). Patients loyalty framework towards healthcare services in Malaysia. International Journal of Business and Management, 13(9), 148.
Gong, T., & Yi, Y. (2018). The effect of service quality on customer satisfaction, loyalty, and happiness in five Asian countries. Psychology & Marketing, 35(6), 427-442.
Grönroos, C. (2001). The perceived service quality concept – a mistake? Managing Service Quality: An International Journal, 11(3), 150–152.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Tiele, K. O. (2017). Mirror, mirror on the wall: A comparative evaluation of composite-based structural equation modeling methods. Journal of the Academy of Marketing Science, 45, 616–632.
Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. (2010). Multivariate Data Analysis, seventh ed. Prentice Hall, Englewood Cliffs
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2006). Análise multivariada de dados. Bookman Editora.
Health Systems Profile-Jordan Regional Health Systems Observatory-EMRO. (n.d.).
He, Y., Li, W., & Keung Lai, K. (2011). Service climate, employee commitment, and customer satisfaction. International Journal of Contemporary Hospitality Management, 23(5), 592–607.
Hunko, N (2013). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277–320.
Isa, F. M. (2007). Change management Initiatives and Change success in direct selling Industry: The moderating Effect of Attitude towards Change. Unpublished PHD Thesis. University Science Malaysia.
Izogo, E. E. (2015). Service quality , customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management Article information (March).
Jandavath, R. K. N., & Byram, A. (2016). Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India. International Journal of Pharmaceutical and Healthcare Marketing, 10(1), 48–74.
Karami, M. (2006). Actors are influencing Adoption of online Ticketing. Master thesis, Lulea University of Technology.
Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91–97.
Kemperman, A. D. A. M., Borgers, A. W. J. & Timmermans, H. J. P. ( 2009). Tourist shopping behavior in a historic downtown area. Tourism Management, 30, 208-218.
Kim, C. E., Shin, J.-S., Lee, J., Lee, Y. J., Kim, M., Choi, A., … Ha, I.-H. (2017). Quality of medical service, patient satisfaction, and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals. BMC Complementary and Alternative Medicine, 17(1), 174.
Koteswara Rao, R., & Kumar Panda, R. (2015). Customer perceived service quality, satisfaction, and loyalty in Indian private healthcare. International Journal of Health Care Quality Assurance, 28(July), 452–467.
Lakshman, M., Sinha, L., Biswas, M., Charles, M., & Arora, N. K. (2000). Quantitative Vs qualitative research methods. The Indian Journal of Pediatrics, 67(5), 369–377.
Lee, C., Yoon, Y., & Lee, S. (2007). Investigating the relationships among perceived value, satisfaction, and recommendations: The case of the Korean DMZ. Tourism Management, 28(204–214).
Lim, J. S., Hwang, Y., Kim, S., & Biocca, F. A. (2015). How social media engagement leads to sports channel loyalty: Mediating roles of social presence and channel commitment. Computers in Human Behavior, 46, 158-167.
Martin-Consuegra, D., Molina, A., & Esteban, A. (2007). An integrated model of price, satisfaction, and loyalty: an empirical analysis in the service sector. Journal of Product and Brand Management, 16(7), 459–468.
McCall, S. J., Souers, R. J., Blond, B., & Massie, L. (2016). Physician satisfaction with clinical laboratory services a college of American pathologists Q-probes study of 81 institutions. Archives of Pathology and Laboratory Medicine, 140(10), 1098–1103.
McDougall, G. H. G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. Journal of Service Marketing, 14(5), 392-410.
Nunnally J.C. (1978). Psychometric Theory (2nd ed.). New York: McGraw-Hill.
Post, D. M., McAlearney, A. S., Young, G. S., Krok-Schoen, J. L., Plascak, J. J., & Paskett, E. D. (2015). Effects of Patient Navigation on Patient Satisfaction Outcomes. Journal of Cancer Education : The Official Journal of the American Association for Cancer Education, 30(4), 728–735.
Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction, and loyalty in hospitals. The TQM Journal, 29(1), 101–117.
Sadikoglu, E., Sciences, H. Olcay.-A. in D., & 2014, undefined. (n.d.). The effects of total quality management practices on performance and the reasons for and the barriers to TQM practices in Turkey. Hindawi.Com.
Saeed, R., Osama Ghafoor, M., Sarwar, B., Nawaz Lodhi, R., Muhammad Arshad, H., & Ahmad, M.(2013). Factors Affecting Customer Satisfaction in Health Care Servicesin Pakistan. Journal of Basic Applied Science Resources, 3(5), 947–952.
Salleh, S (2011). Factors influencing destination brand loyalty in Jordan. PSU – USM International Conference on Humanities and Social Sciences 2011. “Transforming Research for Sustainable Community” 3 – 4 October 2011
Salleh, F., Mustafa, N., Daud, W. N. W., Yazid, A. S., Ghazali, P. L., Burhan, N. A. S., & Hosnih,M. N. (2018). Micro health takaful framework for poor communities in Malaysia. International Journal of Academic Research in Business and Social Sciences, 8(11), 1294–1302.
Salleh, F., Mustafa, N., Daud, W.N.W, Remli, N., Burhan, N.A.S. (2017). A review of the importance on the need of micro medical and health takaful Proceedings of the 30th International Business Information Management Association Conference,
IBIMA 2017 - Vision 2020: Sustainable Economic development, Innovation anagement, and Global Growth
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330–343.
Shields, J. A., & Jennings, J. L. (2013). Using the Malcolm Baldrige “Are We Making Progress” Survey for Organizational Self-Assessment and Performance Improvement. Journal for Healthcare Quality, 35(4), 5–15.
Sukamolson, S. (2007). Fundamentals of quantitative research.
The Hashemite Kingdom Of Jordan Ministry of Health Strategic Plan 2013-2017. (n.d.).
The Kheng, L. L., Mahamad, O., Ramayah, T., & Mosahab, R. (2010). Study of banks in Penang, Malaysia Impact of Service Quality on Customer Loyalty: A. International Journal of Marketing Studies, 2(2).
Uche Ofili, O. (2014). Patient Satisfaction in Healthcare Delivery – a Review of Current Approaches and Methods. European Scientific Journal, 10(25), 1857–7881.
Zhao, L., Lu, Y., Zhang, L., & Chau, P. Y. (2012). Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model. Decision Support Systems, 52(3), 645-656.