2020_The Effect of Quality Management on Patient Loyalty in Selected Jordanian Private Hospitals
| Format: | General Document |
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| collectionurl | https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 |
| copyright | Copyright©PWB2025 |
| country | Malaysia |
| date | 2023-07-08 |
| format | General Document |
| id | 15762 |
| institution | UniSZA |
| internalnotes | Sila masukkan subject wajib Dissertations, Academic. Terima kasih... |
| originalfilename | 15762_aa84a15be8589bc.pdf |
| person | Anas Musleh Al-Mhasnah |
| recordtype | oai_dc |
| resourceurl | https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15762 |
| sourcemedia | Server storage Scanned document |
| spelling | 15762 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=15762 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection3 General Document Malaysia Library Staff (Top Management) Library Staff (Management) Library Staff (Support) Terengganu Faculty of Business and Management English application/pdf 1.5 Customer loyalty Server storage Scanned document Universiti Sultan Zainal Abidin UniSZA Private Access Universiti Sultan Zainal Abidin SAMBox 2.3.4; modified using iTextSharp™ 5.5.10 ©2000-2016 iText Group NV (AGPL-version) Copyright©PWB2025 2023-07-08 15762_aa84a15be8589bc.pdf 218 Anas Musleh Al-Mhasnah Effect Of Quality Management Patient Loyalty Jordanian Private Hospitals Health services administration—Jordan Medical care—Quality control Hospitals—Quality management Patient satisfaction 2020_The Effect of Quality Management on Patient Loyalty in Selected Jordanian Private Hospitals The effect of quality management (QM) on customer satisfaction, customer loyalty, and quality of health service has been emphasised by numerous researchers. Several studies have been carried out, including in Jordanian hospitals. According to the Ministry of Health Jordan, revenue from the medical tourism sector in 2017 decreased from 38% to 20%. By the end of 2016, patient satisfaction (PS) had dropped from 81% to 79%. Furthermore, patient loyalty (PL) decreased from 5.1% to 4.8%, as reported by the Private Hospitals Association Jordan. Thus, this study aimed to determine the effect of QM on PL in selected private hospitals in Jordan. Specifically, this study tested the role of PS and hospital service quality (HSQ) as mediating variables in the relationship between QM and PL. These mediators were selected according to the results of many previous studies, which mentioned the effective role of customer satisfaction and/or HSQ in the relationship between QM and PL. The Malcolm Baldrige criteria and SERVQUAL theory were used in this study. Besides that, the study also used a quantitative approach through the distribution of questionnaires to achieve the research objectives. The sample comprised of 400 patients obtained using a simple random sampling method from five private hospitals. A total of 276 or 69% of the questionnaires were successfully retrieved. This study elaborated the research phenomenon by analysing the obtained data to identify the effect of the relationship between the constructs using the Amos 21 software. There were statistically significant effects of QM on HSQ, QM on PS, HSQ on PS, and PS on PL at 0.05 significance level. Nevertheless, the effect of QM on PL and HSQ on PL was not significant at the 0.05 level. Meanwhile, there was mediation by PS on the relationships between QM and HSQ and QM and PL. HSQ played a mediating role in the relationship between QM and PS but not between QM and PL. In several previous studies, PL has been found to play a major role. The process of PL is the main goal towards achieving a profitable return in the health sector, based on the initial achievement of PS. Based on the findings, this study developed a new integrated theoretical framework, which combined the factors affecting PL and provided empirical support for the mediating role of PS. From the perspective of patients who have been hospitalised in Jordan, QM and HSQ are important and useful to those who regularly return to the hospital due to their satisfaction and loyalty. Dissertations, Academic Sila masukkan subject wajib Dissertations, Academic. Terima kasih... Thesis |
| spellingShingle | 2020_The Effect of Quality Management on Patient Loyalty in Selected Jordanian Private Hospitals |
| state | Terengganu |
| subject | Customer loyalty Health services administration—Jordan Medical care—Quality control Hospitals—Quality management Patient satisfaction Dissertations, Academic |
| summary | The effect of quality management (QM) on customer satisfaction, customer loyalty, and quality of health service has been emphasised by numerous researchers. Several studies have been carried out, including in Jordanian hospitals. According to the Ministry of Health Jordan, revenue from the medical tourism sector in 2017 decreased from 38% to 20%. By the end of 2016, patient satisfaction (PS) had dropped from 81% to 79%. Furthermore, patient loyalty (PL) decreased from 5.1% to 4.8%, as reported by the Private Hospitals Association Jordan. Thus, this study aimed to determine the effect of QM on PL in selected private hospitals in Jordan. Specifically, this study tested the role of PS and hospital service quality (HSQ) as mediating variables in the relationship between QM and PL. These mediators were selected according to the results of many previous studies, which mentioned the effective role of customer satisfaction and/or HSQ in the relationship between QM and PL. The Malcolm Baldrige criteria and SERVQUAL theory were used in this study. Besides that, the study also used a quantitative approach through the distribution of questionnaires to achieve the research objectives. The sample comprised of 400 patients obtained using a simple random sampling method from five private hospitals. A total of 276 or 69% of the questionnaires were successfully retrieved. This study elaborated the research phenomenon by analysing the obtained data to identify the effect of the relationship between the constructs using the Amos 21 software. There were statistically significant effects of QM on HSQ, QM on PS, HSQ on PS, and PS on PL at 0.05 significance level. Nevertheless, the effect of QM on PL and HSQ on PL was not significant at the 0.05 level. Meanwhile, there was mediation by PS on the relationships between QM and HSQ and QM and PL. HSQ played a mediating role in the relationship between QM and PS but not between QM and PL. In several previous studies, PL has been found to play a major role. The process of PL is the main goal towards achieving a profitable return in the health sector, based on the initial achievement of PS. Based on the findings, this study developed a new integrated theoretical framework, which combined the factors affecting PL and provided empirical support for the mediating role of PS. From the perspective of patients who have been hospitalised in Jordan, QM and HSQ are important and useful to those who regularly return to the hospital due to their satisfaction and loyalty. |
| title | 2020_The Effect of Quality Management on Patient Loyalty in Selected Jordanian Private Hospitals |
| title_full | 2020_The Effect of Quality Management on Patient Loyalty in Selected Jordanian Private Hospitals |
| title_fullStr | 2020_The Effect of Quality Management on Patient Loyalty in Selected Jordanian Private Hospitals |
| title_full_unstemmed | 2020_The Effect of Quality Management on Patient Loyalty in Selected Jordanian Private Hospitals |
| title_short | 2020_The Effect of Quality Management on Patient Loyalty in Selected Jordanian Private Hospitals |
| title_sort | 2020_the effect of quality management on patient loyalty in selected jordanian private hospitals |