The aim of this research is to investigate the gap or SERVQUAL scale amongst the findings of the previous studies for missing investigations and the impression to apply for overall standard quality management of three variables such as independent variable (Service quality), mediator variable (Patients’ Satisfaction) and dependent variable (Patients’ Loyalty) in Jordanian health care sector. Moreover, the current study aims to clarify the effects of the Total Quality Management (TQM) represented collectively by a specific strategy, leadership management, human resource focus information, client focus, method management, and analysis method management on customer loyalty. In order to test the objectives, a random sample size consisting of 800 national and international patient’s expectations from the private and public hospitals in the central region of Jordan was collected. The quantitative analysis was designed to conduct the survey, questionnaires, and gather the primary information to determine the category of data and techniques of data collection. The response data were analyzed using the IBM SPSS 19.00 version and Amos 20.00 version to assess the response value, descriptive statistic, screenings of the data composed of linearity and homoscedasticity, correlations, reliability, and validity. Multiple reliability results indicated that the dimensions of each experimental variables were considered reliable and satisfactory. Based on the outcome, this study verified that customer satisfaction carries a weak mediating effect. Moreover, the results exhibited that TQM had had a significant impact on both customer loyalty and customer satisfaction.

Most global studies have, to a greater extent, underscored the importance of Total Quality Management (TQM) practices and some marketing aspects concerning the organizational performance. Most studies have focused on establishing the level to which TQM practices influence customer satisfaction and not the whole organization. There is also little evidence on how marketing practices influence organizational performance. This study therefore seeks to assess the impact of TQM practices and marketing on organizational performance. Data was collected from a sample size of 289 respondents who were employees of the different manufacturing industries in Saudi Arabia. Data was analyzed using SPSS and Pearson’s rank correlation coefficient was used to establish the relationship between study variables. The study findings confirmed the presence of a relationship between TQM practices and organizational performance. Similarly, there was a positive relationship between marketing practices and organizational performance. The study concluded that the TQM practices and marketing are great influencers of quality hence should always be applied in organizations.

The purpose of this study was to determine the alternative external influence and job stress on employee satisfaction and to determine the effects of the alternative external influence, job satisfaction job stress on Turnover Intention on employees of PT Bank Mandiri Regional X South Sulawesi. Respondents in this study were 100 people. The analysis model used to determine the effect between variables was a structural model with the Partial Least Square (PLS) approach. The results show that external alternatives had a significant effect on job satisfaction, stress had no significant effect on job satisfaction, external alternatives had a significant effect on turnover intention, stress had no significant effect on turnover intention, and finally, job satisfaction had a significant effect on turnover intention. To reduce turnover intention, it is better to reduce employee access to information on outside market opportunities. Job market conditions outside the company had a stronger effect on turnover intention than the job satisfaction felt by Bank Mandiri employees and to increase employee job satisfaction efforts are needed to reduce stress in the form of reducing work overload, reducing conflict, giving proper responsibilities and improving development policies.

In the last decade, the natural environment has become increasingly concerned. The issue of natural damage is an obstacle for oil palm industry, although knowledge of the natural environment is possessed by the palm oil industry, which is currently unknown what motivates the palm oil industry to care about the natural environment. This paper aims to measure the model of the natural environment strategy to create innovation and competitive advantage in the palm oil industry using Structural Equation Modeling (SEM) methods. The model adopts a Resource-Based View (RBV) approach to identify competitive strengths. The RBV theory represents that organizations with the right resources coupled with the right management skills and abilities will develop competitive strength and organizational performance. The results produced by AMOS graphics version 23, SEM statistical software, confirm the adequacy of the model for companies engaged in the palm oil industry. The questionnaire was distributed to palm oil industries in Riau Province, Indonesia with a sample size of 115 respondents. Natural environment strategy was found to be a better predictor of innovation and competitive advantage than any external resources. The results of the study show that there was a gap where previous research tends to get a competitive advantage from increasing innovation. However, the findings of this paper have two explanations, first is the core of the resource-based view is that companies that are aware of the natural environment will get a sustainable competitive advantage. Second, innovation cannot be an important resource for creating a competitive advantage. Innovation will be created in the palm oil industry in Riau Province if the company wants to improve business processes and implement good corporate governance through investment in information and communication technology. The most potential benefit from the findings of this study is the strategic planning of the palm oil industry, to generate innovation and competitive advantage from awareness of the natural environment.

The present study aimed at identifying the reasons for the customer's exit and determining their effects on social word-of-mouth through the means of social media applications. Four customer exit drivers were selected after a review of the literature: service failure, service recovery failure, price problems, and customer dissatisfaction as independent variables. The social word-of-mouth was also chosen as a dependent variable. The study sample consisted of 468 users of the social media. The criterion of entry into the sample was the experience of at least one restaurant and the publication of a comment via social media. The number of electronic questionnaires filled by users were 355 questionnaires. The questionnaire consisted of 20 items measuring the study variables, which were extracted after reference to the previous study related to the subject of the study. After confirming the suitability of the study model, the hypotheses were tested. The results show acceptance of all hypotheses, which means that the four customer's exit drivers lead to negative messages through social media, i.e., negative social word-of-mouth. The study recommended that firms should take care of the drivers of customer exit first and then participate in the means of social media to justify their position and contribute to the formulation of a positive opinion. The contribution of this study to literature is that it distinguishes between two types of customer exit drivers that have been studied, which are called controllable drivers by the firm, compared to another type of exit drivers.

The study identifies the growth of social and economic divergence between Ukraine and the EU. The purpose of this paper is to fill a gap in the literature on the scale and dynamics of an upward divergence between Ukraine and the EU by comparing integral indices of social and economic development of both areas. Reaching this goal is important for elaborating new guidelines for cohesion policy of the EU and recommendations on Ukraine’s integration strategy. This research differs from the previously published ones by a new approach to measure social and economic integral indices used for estimating the rate of divergence between Ukraine and the EU. A distinctive feature of the author’s methodology of the integral estimation of social and economic development of Ukraine and the EU-28 is the use of the innovative composition of indicators and the multiplicative form of the integral index, the simultaneous normalization and integral assessment indicators and justification of weights based on the principal component analysis (PCA). Priority areas of social and economic development of Ukraine as a prerequisite for the policy of rapprochement and integration with the EU are diversification of foreign economic relations, ensuring the stability and independence of the financial system, improving the parameters of the social security system, involving drivers of economic development, increasing the level of energy efficiency and energy saving.

This study aims to investigate the effect of green value on attitude and sustainable transportation engagement and the mediating role of attitude on the relationship between green value and sustainable transportation engagement. A survey was carried out on students in a public university. A sample of 107 students was obtained for this study. The data was analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM). The findings show that green value and attitude had a significant influence on sustainable transportation engagement. In addition, attitude played a mediating role in the relationship between green value and sustainable transportation engagement. The study provides valuable contributions for both theory and practice in the area of eco-campus. Theoretically, the study extends the value-attitude-behavior model in the context of sustainable transportation and adds to the body of literature of eco-campus. This is among the first studies conducted in Malaysia that investigates factors that contribute towards sustainable transportation engagement among students. In terms of managerial significance, the results provide guidance to policymakers to help them plan for strategies to enhance students’ engagement in sustainable transportation in the future.

This paper aims to measure consumer awareness of environmentally friendly products in the context of United Arab Emirates. The study also intends to measure the effect of consumer awareness on the customer intention to purchase environmentally friendly products and whether or not consumer attitudes mediate this relationship. A self-administered survey was delivered using google form tool to reach as many respondents as possible, where a link to survey has been shared by emails, the respondent randomly selected from United Arab Emirates. A total of 174 responses has been received of which 7 responses dropped for being not complete, resulting in 167 useful responses. Content validity has been done to ensure the items are clearly understood, which is accomplished by consulting two academicians who are familiar with this field of study. SPSS statistical package version 22 has been used to test the hypotheses of this research. Based on data analysis, it has been found that Environmental Awareness positively and significantly affects Consumers’ Attitudes toward environmentally friendly products and Green products Purchase Intention, respectively. Furthermore, a positive and significant relationship between Consumers’ Attitudes towards environmentally friendly products and Purchase Intention is detected. However, the proposed mediating role of Attitudes in the relationship between Environmental Awareness and Purchase Intention was not supported.

Recently, the importance of service quality in various industries has gained much attention. Along with the development of technology, firms offer self-service technology to serve customers and create customer satisfaction. This aims to achieve positive behavioral intention, which could potentially become behavioral loyalty. This study aims to analyze how SST-Servqual affects customer satisfaction, behavioral intention, and behavioral loyalty mediated by corporate reputation in the Indonesian public service sector. We collected data from 400 self-service technology users through an online survey. To answer all hypotheses, we use Structural Equation Modeling with Lisrel 8.71. The results prove that SST-Servqual affected satisfaction, behavioral intention, and behavioral loyalty, both directly and indirectly, through company reputation. This research provides knowledge for the Indonesian service industry to build new technologies for increasing satisfaction, positive behavioral intentions, and behavioral loyalty.

E-commerce security threats can undermine public confidence in electronic payments. In addition, most users are relatively unfamiliar with the technical details of electronic payment security. This study aims to determine the effect of price value, hedonic motivation, promotion and technology security on the interests of small and medium businesses using mobile payment applications. The questionnaire was used to collect data from 157 small and medium scale entrepreneurs in Bali Province with an even distribution of the sample and tested using multiple linear regression analysis. The results show that the value of price, hedonic motivation, promotion and technology security had positive and significant effects on the interest of entrepreneurs with small and medium-scale businesses using mobile payment applications. This study uses hedonic motivation variables used in researching financial technology by linking the latest theory, namely UTAUT2, which can effectively explain and analyze the behavior of acceptance of new product information technology.