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All Journal Asean International Journal of Business
Alkawamleh, Salahaldeen
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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The health care services quality impact on patient loyalty mediating by patient satisfaction in Jordan Alkawamleh, Salahaldeen; Ghazali, Puspa liza; Afthanorhan , Wan Mohamad Asyraf Bin Wan; Rahim, Mohamad Zulkifli Bin Abdul
Asean International Journal of Business Vol. 4 No. 2 (2025)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/aijb.v4i2.1196

Abstract

Purpose: This study seeks to highlight the significance of patient satisfaction in the connection between patient loyalty and Services Quality. Design / Methodology: A total of 357 patients from 11 government hospitals in Jordan were asked to complete questionnaires. The collected data was analyzed using Structural Equation Modeling (SEM). Findings: Findings that   providers in government hospital in Jordan are attempting to deliver well improved healthcare services to their customers. Results confirmed health services to build satisfaction and loyalty among patients. Health services quality including the factors such as reliability, assurance and tangibility are positively related with patient loyalty which is mediated through patient satisfaction.
Patient Satisfaction as a Mediator Between Healthcare Staff Performance and Patient Loyalty in Jordan's Public Health Sector Alkawamleh, Salahaldeen; Ghazali, Puspa Liza; Abd , Mutia Sobihah Binti; Binti Karim, Fazida
Asean International Journal of Business Vol. 4 No. 2 (2025)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/aijb.v4i2.1192

Abstract

Purpose: This study aims to demonstrate the importance of patient satisfaction in the relationship between patient loyalty, staff performance, and the staff performance. Design / Methodology: A total of 357 patients from Jordanian government hospitals were required to complete the questionnaires in 11 government hospital in Jordan. Structure Equation Modeling (SEM) used to analyze the collected data. Findings: Findings that   providers in government hospital in Jordan are attempting to deliver well improved healthcare services to their customers. Results confirmed that better staff performance to build satisfaction and loyalty among patients. The staff performance (communication and knowledge)    are positively related with patient loyalty which is mediated through patient satisfaction.
Co-Authors Abd , Mutia Sobihah Binti Afthanorhan , Wan Mohamad Asyraf Bin Wan Binti Karim, Fazida Ghazali, Puspa Liza Rahim, Mohamad Zulkifli Bin Abdul