Skip to main content
SpringerLink
Log in

Satisfaction and Loyalty for the Patients in the Jordanian Health Care Sector

  • Chapter
  • First Online:
Artificial Intelligence, Internet of Things, and Society 5.0

Part of the book series: Studies in Computational Intelligence ((SCI,volume 1113))

Abstract

The survival and success of businesses depend on meeting customer needs and demands in today’s competitive climate. In the healthcare industry, this can be particularly relevant where the quality of service and customer relationships, are the key success factors. The purpose of this study was to determine whether there was a relationship between customer loyalty and patient satisfaction. A full 197 patients were invited to complete a survey form at 1 non-public hospital. Furthermore, knowledge of the structural equation’s victimization modeling was checked. In addition, the overall satisfaction of the patient was mainly full of medical support, meals, and patient area as admission and body services. Furthermore, we seem to find that overall patient satisfaction and loyalty are entirely correlated. Hospitals should pay appropriate attention to the state of their human capital in planning their semi-permanent plan. Such an instrument should be leveraged to attract and retain professional and customer-oriented individuals.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 169.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD 219.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Belhadi, A., et al.: Manufacturing and service supply chain resilience to the COVID-19 outbreak: lessons learned from the automobile and airline industries. Technol. Forecast. Soc. Change 163, 120447 (2021)

    Article  Google Scholar 

  2. Lorenzo-Romero, C., Andrés-Martínez, M.-E., Mondéjar-Jiménez, J.-A.: Omnichannel in the fashion industry: a qualitative analysis from a supply-side perspective. Heliyon 6(6), e04198 (2020)

    Article  Google Scholar 

  3. Skärbo Jonsson, A.: Sustainable Logistics Service Providers: A Qualitative Case Study of Future Technology and IT Solutions Attributes for 3PL Clients (2022)

    Google Scholar 

  4. Beard, F.K.: Humor in the Advertising Business: Theory, Practice, and Wit. Rowman & Littlefield (2008)

    Google Scholar 

  5. Khadka, K., Maharjan, S.: Customer Satisfaction and Customer Loyalty, vol. 1, no. 10, pp. 58–64. Centria University of Applied Sciences Pietarsaari (2017)

    Google Scholar 

  6. Greenberg, N., et al.: Managing mental health challenges faced by healthcare workers during covid-19 pandemic. bmj 368 (2020)

    Google Scholar 

  7. Leite, H., Lindsay, C., Kumar, M.: COVID-19 outbreak: implications on healthcare operations. TQM J. 33(1), 247–256 (2020)

    Article  Google Scholar 

  8. Al-Badawi, M., Aljaafreh, A., Al-Mawdieh, R.S.: The employment of listening teaching strategies in elementary classrooms by Jordanian Arabic teachers. Int. J. Instr. 13(2), 783–796 (2020)

    Google Scholar 

  9. Al Mawadieh, R.S., Al-Badawi, M., Al-Sarairah, K.: The reality of risk management in private Jordanian universities from the viewpoint of faculty members. Int. J. High. Educ. 9(5), 274–282 (2020)

    Google Scholar 

  10. Al-Suqri, M.N., Al-Kharusi, R.M.: Ajzen and Fishbein’s theory of reasoned action (TRA) (1980). In: Information Seeking Behavior and Technology Adoption: Theories and Trends, pp. 188–204. IGI Global (2015)

    Google Scholar 

  11. Khan, M., Beyazit, Y.: Evaluating Patients’ Satisfaction Using SERVQUAL Model: A Case of Ayub Medical Complex (2013)

    Google Scholar 

  12. Kasiri, L.A., et al.: Integration of standardization and customization: impact on service quality, customer satisfaction, and loyalty. J. Retail. Consum. Serv. 35, 91–97 (2017)

    Article  Google Scholar 

  13. Otair, M., et al.: Improving firm’s innovation performance through transformation leadership and knowledge sharing: the moderating role of absorptive capacity. Case Study Jordan 11, 1693–1709 (2022)

    Google Scholar 

  14. Obeidat, A.M., et al.: The effect of career path planning on organisational performance. Int. J. Bus. Innov. Res. 27(4), 508–525 (2022)

    Article  Google Scholar 

  15. Ismail, A., Yunan, Y.: Service quality as a predictor of customer satisfaction and customer loyalty. LogForum 12(4), 269–283 (2016)

    Article  Google Scholar 

  16. Kamaruddin, R., Osman, I., Pei, C.A.C.: Customer expectations and its relationship towards public transport in Klang Valley. J. ASIAN Behav. Stud. 2(4), 29–39 (2017)

    Article  Google Scholar 

  17. Sibarani, T., Riani, A.L.: Sebelas maret. Sebelas Maret Bus. Rev. 2(1), 25–42 (2017)

    Google Scholar 

  18. Baird, R.W., Whitehead, H.: Social organization of mammal-eating killer whales: group stability and dispersal patterns. Can. J. Zool. 78(12), 2096–2105 (2000)

    Article  Google Scholar 

  19. Al-Mawadieh, R.S., et al.: The degree of practicing electronic management by Kindergarten principals in Karak governorate in light of corona pandemic. In: 2022 International Arab Conference on Information Technology (ACIT). IEEE (2022)

    Google Scholar 

  20. Saad Andaleeb, S., Conway, C.: Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model. J. Serv. Mark. 20(1), 3–11 (2006)

    Google Scholar 

  21. Obeidat, A.M., et al.: The moderat role of knowledge sharing on the effect of human capital in job empowerment. Ilkogretim Online 20(3), 1449–1459 (2021)

    Google Scholar 

  22. Newsom-Ray, A.C.C., Rutter, S.J.: Task-based learning and language proficiency in a business university. GIST Educ. Learn. Res. J. 2016(13), 93–110 (2016)

    Google Scholar 

  23. Al-Zu’bi, M.A., et al.: Motivating pre-school children to learn creative thinking in Jordan using iPad applications: a mixed-methods approach. In: 2022 International Arab Conference on Information Technology (ACIT). IEEE (2022)

    Google Scholar 

  24. Mpinga, E.K., Chastonay, P.: Satisfaction of patients: a right to health indicator? Health Policy 100(2–3), 144–150 (2011)

    Article  Google Scholar 

  25. Jenkinson, M., et al.: Improved optimization for the robust and accurate linear registration and motion correction of brain images. Neuroimage 17(2), 825–841 (2002)

    Article  Google Scholar 

  26. Luo, J.: Service Quality of Lodges on Khao-San Road and Surrounding Areas. University of the Thai Chamber of Commerce (2014)

    Google Scholar 

  27. Anthonisen, N.R., et al.: Effects of smoking intervention and the use of an inhaled anticholinergic bronchodilator on the rate of decline of FEV1: the lung health study. JAMA 272(19), 1497–1505 (1994)

    Article  Google Scholar 

  28. Musleh Al-Sartawi, A.M., Razzaque, A., Kamal, M.M. (eds.): Artificial Intelligence Systems and the Internet of Things in the Digital Era. EAMMIS 2021. Lecture Notes in Networks and Systems, vol. 239. Springer, Cham (2021)

    Google Scholar 

  29. Musleh Al-Sartawi, A.M.A. (ed.): Artificial Intelligence for Sustainable Finance and Sustainable Technology. ICGER 2021. Lecture Notes in Networks and Systems, vol. 423. Springer, Cham (2022)

    Google Scholar 

  30. Musleh Al-Sartawi, A.M.A., Razzaque, A., Kamal, M.M. (ed.): From the Internet of Things to the Internet of Ideas: The Role of Artificial Intelligence. EAMMIS 2022. Lecture Notes in Networks and Systems, vol. 557. Springer, Cham (2023)

    Google Scholar 

  31. Al-Zu’bi, M.A.A.: IPad as a new educational technology: a review of the literature. Int. J. Childhood Counselling Spec. Educ. 1(1), 1–10 (2020)

    Google Scholar 

  32. Al-Sartawi, A. (ed.): The big data-driven digital economy: artificial and computational intelligence In: Kacprzyk J. (ed.) Studies in Computational Intelligence, vol. 974. Springer International Publishing (2021)

    Google Scholar 

  33. Bag, D.: Customer engagement of mobile banking a case of mobile money in rural India. Int. J. Electron. Bank. 3(3), 220–237 (2022)

    Article  Google Scholar 

  34. Onoja, E., et al.: Oil palm (Elaeis guineensis) biomass in Malaysia: the present and future prospects. Waste Biomass Valorization 10, 2099–2117 (2019)

    Article  Google Scholar 

  35. Al-Mawdieh, R.: The reality of strategic planning in the faculties of educational sciences in Jordanian private universities, and its relation to academic excellence. Int. J. High. Educ. 9(1), 270–279 (2020)

    Article  Google Scholar 

  36. Markevych, I., et al.: Exploring pathways linking greenspace to health: theoretical and methodological guidance. Environ. Res. 158, 301–317 (2017)

    Article  Google Scholar 

  37. Santouridis, I., Trivellas, P.: Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. TQM J. (2010)

    Google Scholar 

  38. Chiang, C.-E., et al.: 2015 guidelines of the Taiwan society of cardiology and the Taiwan hypertension society for the management of hypertension. J. Chin. Med. Assoc. 78(1), 1–47 (2015)

    Article  MathSciNet  Google Scholar 

  39. Kim, H., Lee, J.-H., Na, S.-H.: Predictor-estimator using multilevel task learning with stack propagation for neural quality estimation. In: Proceedings of the Second Conference on Machine Translation (2017)

    Google Scholar 

  40. Izogo, E.E., Ogba, I.-E.: Service quality, customer satisfaction and loyalty in automobile repair services sector. Int. J. Qual. Reliab. Manag. (2015)

    Google Scholar 

  41. Alawamreh, A.R., Elias, N.F.: The Acceptance of e-Learning System for Gifted Students in Developing Country (Jordan Case Study) (2016)

    Google Scholar 

  42. Khalid, K., Abdullah, H.H., Kumar, M.D.: Get along with quantitative research process. Int. J. Res. Manag. 2(2), 15–29 (2012)

    Google Scholar 

  43. Alawamreh, A.R., Elias, N.F.: Examining the effectiveness of using web-based learning for gifted students: Jordan as case study. J. Theor. Appl. Inf. Technol. 76(2) (2015)

    Google Scholar 

  44. Fennessy, J., Brenneman, R.: Giraffa camelopardalis ssp. rothschildi. IUCN Red List of Threatened Species. Version 2014.2 (2010)

    Google Scholar 

  45. Borchert, E.J.: Anthropogenic Contamination in Semi-aquatic Mammals in the Southeastern United States: Impact of Contaminant Burdens on Parasite Communities and Influence of Space Use on Contaminant Uptake. University of Georgia (2018)

    Google Scholar 

  46. Alhnaity, H., Mohamad, A., Ishak, A.K.: The impact of entrepreneurial attitude on Erad’small businesses performance as moderating by government intervention. In: Proceeding of ICARBSS 2017 Langkawi, Malaysia, vol. 2017(29th), p. 322 (2017)

    Google Scholar 

  47. Hair, J.F., Ringle, C.M., Sarstedt, M.: Partial least squares structural equation modeling: rigorous applications, better results and higher acceptance. Long Range Plan. 46(1–2), 1–12 (2013)

    Article  Google Scholar 

  48. Zahran, S., Assaf, R., Alsharif, H., Kanan, M., Aljazzar, S., Farrash, A.: New Insights on Avoiding the Causes of Projects Delays: A Framework (2023)

    Google Scholar 

  49. Zahran, S.K., Jaber, M.Y., Zanoni, S.: The consignment stock case for a vendor and a buyer with delay-in-payments. Comput. Ind. Eng. 98, 333–349 (2016)

    Article  Google Scholar 

  50. Zahran, S.K., Jaber, M.Y.: Investigation of a consignment stock and a traditional inventory policy in a three-level supply chain system with multiple-suppliers and multiple-buyers. Appl. Math. Model. 44, 390–408 (2017)

    Article  MathSciNet  MATH  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Education College, Zarqa University, Zarqa, Jordan

    Ali Ratib Alawamreh & Islam Kamal Alammri

  2. Ar-Ramtha, Jordan

    Anas Mosleh Almhasneh & Nayel Musallam Ramadneh

  3. Zarqa University, Zarqa, Jordan

    Mohammad Al-Shaar

  4. Industrial Engineering Department, Jeddah College of Engineering, University of Business and Technology, Jeddah, Saudi Arabia

    Siraj Zahran

Authors
  1. Ali Ratib Alawamreh
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Anas Mosleh Almhasneh
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Islam Kamal Alammri
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Nayel Musallam Ramadneh
    View author publications

    You can also search for this author in PubMed Google Scholar

  5. Mohammad Al-Shaar
    View author publications

    You can also search for this author in PubMed Google Scholar

  6. Siraj Zahran
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Siraj Zahran .

Editor information

Editors and Affiliations

  1. American University in the Emirates, Dubai, United Arab Emirates

    Azzam Hannoon

  2. Integrated Development Academy for Training and Consultations, Amman, Jordan

    Abdullah Mahmood

Rights and permissions

Reprints and permissions

Copyright information

© 2023 The Author(s), under exclusive license to Springer Nature Switzerland AG

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Alawamreh, A.R., Almhasneh, A.M., Alammri, I.K., Ramadneh, N.M., Al-Shaar, M., Zahran, S. (2023). Satisfaction and Loyalty for the Patients in the Jordanian Health Care Sector. In: Hannoon, A., Mahmood, A. (eds) Artificial Intelligence, Internet of Things, and Society 5.0. Studies in Computational Intelligence, vol 1113. Springer, Cham. https://doi.org/10.1007/978-3-031-43300-9_18

Download citation

Publish with us

Policies and ethics

Search

Navigation