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The present paper aimed at measuring the quality level of Jordanian dental clinics services from their customers' perspective. It also aimed at identifying the impact of this quality level on customer loyalty. The present study was conducted through adopting a quantitative approach. In order to achieve the study's objectives, the researchers of the...

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The present paper aimed at measuring the quality level of Jordanian dental clinics services from their customers’ perspective. It also aimed at identifying the impact of this quality level on customer loyalty. The present study was conducted through adopting a quantitative approach. In order to achieve the study’s objectives, the researchers of the...

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... Gimenez Garcia-Conde, Marin, and Ruiz de Maya, 2016, came up with such models as the Technical and Functional Quality Model. Many studies examine effects of service quality on customer satisfaction, customer loyalty and trust in different areas such as the banking sector and large organizational setting (Talebi et al., 2012;Kranias & Bourlessa, 2013;Khan & Fasih, 2014;Hidayat, Akhmed & Machmud, 2015) ADSL Technology (Rizka & Widji, 2013), Branding (Ashraf et al., 2018), Hospitality (Naing et al., 2019), sport (Aghaei & Elahi, 2019), healthcare (Hashem & Ali, 2019), retail industry (Ivanauskiene & Volungenaite, 2014).They came up with such models as the Technical and Functional Quality Model (Gimenez Garcia-Conde, Marin, & Ruiz de Maya, 2016), SERVQUAL (Brogowicz, Delene, & Lyth, 1990), and SERVPERF (Priporas et al., 2017) all in a bid to find the meeting point of quality and satisfaction in service industries like tourism, hospitality, banking, health, telecommunications, transportation and insurance (Nguyen, Nguyen, Nguyen, & Phan, 2018). The study of (Cahyono 2020) concluded that service quality has a significant effect on student loyalty and satisfaction has a significant effect on student loyalty. ...
... Loyalty is a psychological condition related to behavior toward a product, consumers form their beliefs, whether they like it or not, and decide whether they want to buy the product or not (Hasan, 2008). In business, customer loyalty plays an important role in a business as maintaining customer's means of improving performance and maintaining the viability of the business (Hashem & Ali, 2019). It is the main reason for businesses to maintain their customers. ...
... The American Society for Quality (Kotler & Keller 2007) defines quality as the totality of features and characteristics of a product or service that bear on its ability to satisfy expressed or implied needs. Service quality which is often abbreviated to Servqual (Service Quality), according to (Hashem & Ali, 2019) is the comparison between two main factors, namely, the customer perception on the real received/perceived service and the actual expected/desired service. If the reality is better than the expected service, the service can be said to have high quality. ...
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Loyalty has become one of the most strategic and sustainable goals of businesses which any business organizations dream to attain. Customer loyalty is a key variable that inspire corporate businesses to compete in order to gain competitive advantage and continuous patronage against their competitors. The purpose of this paper is to investigate the mediation effect of customer satisfaction in the relationship between service quality and customer loyalty in the non-formal sector of the Nigeria economy. The study considered the informal business sector comprising of hair salons, auto repairs, tailoring and masonry in Jos and Bukuru metropolis of Plateau state Nigeria with emphasis on tailoring and auto repairs as the unit of analysis. The sample size of the study is derived by applying the Yamane sample size formula of 1967; the research arrived at 372 as the minimum sample size for the study. Data was collected from a questionnaire survey and analyzed using ADANCO 2.1.1 to test the hypotheses. Findings from the study reveal that customer satisfaction mediates service quality and customer loyalty. Service quality and customer satisfaction also have direct relationship with customer loyalty. This applies that business is not the only factor that can directly affect customer loyalty, but must first go through customer satisfaction. This means that businesses must first understand what the customer needs and service quality to be provided in other to attract customer loyalty when the level of satisfaction is resolved. The study recommended that, service quality offered by this sector needs to be improved upon to enhance customer satisfaction and loyalty.
... A recent study in the healthcare industry had evaluated service quality from the customer's perspective by using the popular SERVQUAL model for measuring service quality and empirically found a positive and significant relationship with customer loyalty (Hashem & Ali, 2019). The richness of service quality studies has urged the researcher to assess service quality in relation to self-service technology (SST). ...
... This unique and more industry-specific dimension has helped explain the concept of service quality and customer loyalty in the after-sales service context. Hence, the outcome of this study, which shows a positive relationship between industry-specific service quality and customer loyalty is consistent with previous studies (Hashem & Ali, 2019;Iqbal et al., 2018;Lemy et al., 2019). ...
... Apart from repetitively rebuying and reusing the service and products themselves, they can also contribute greatly to an establishment's success through positive word of mouth (Kandampully, Zhang & Bilgihan, 2015). Customer loyalty is realised and achieved when an establishment provides high service quality that meets and exceeds the customers' expectations repeatedly (Hashem, 2019). ...
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This study was undertaken to investigate the link concerning service quality constructs and customer loyalty in casual dining restaurants in the City of Tshwane, South Africa. A quantitative research method was applied using a SERVQUALOYAL feedback form to gather primary data from the population. A non-probability convenience selection method was used to select the participants of the study. A total of 204 completed feedback forms were received and analysed using Stata, version 15, statistical analysis software. Partial least square structural equation modelling and descriptive statistics were also used to examine the data to allow the researcher to classify and describe the findings of the study. The results indicated that service quality constructs namely, understanding, responsiveness, safety and trustworthiness have a confident significant link with customer loyalty. Furthermore, the results from the study revealed a considerable breach between customers' expectations and actual service quality. The implication is thus that restaurant managers should take the necessary steps to improve the service quality at their establishments.
... That way, the feeling is based on the gap between expectations and their perceptions after using the product and receiving service. This gap will influence a person's purchasing decisions (Akbar & Parvez, 2009;Hashem & Ali, 2019;van der Wiele, Boselie, & Hesselink, 2002). ...
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With competitors, making business people must continue to evaluate the marketing strategy carried out and understand consumer behavior, especially from the coffee shop. The study aims to present the relationship between Store Atmosphere, SERVQUAL, and Consumer Loyalty in Excelso (Big Mall, Samarinda City). We conduct online surveys (instrumental social networking sites). The sample of this study was based on purposive sampling. There were total of 98 participants. The study hypotheses were assessed with the OLS model. We find that there is a significant positive effect of the Store Atmosphere variable on SERVQUAL and SERVQUAL on Consumer Loyalty. Meanwhile, the relationship between Store Atmosphere and SERVQUAL variables is positive-insignificant. With this study, it can create a sense of curiosity to conduct further research, namely by holding interviews or distributing a broader questionnaire to obtain maximum results.
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p> Objetivo: comparar la percepción de la calidad funcional de los pacientes que acuden a los servicios en las Clínicas Estomatológicas de Docencia y Servicio (CEDS), con las metodologías Donabedian y SERVPERF. Diseño metodológico: se realizó un estudio descriptivo, transversal, observacional y prolectivo para comparar cómo perciben los pacientes atendidos en las CEDS de la Facultad de Estomatología (FE) de la Benemérita Universidad Autónoma de Puebla (BUAP) la calidad del servicio, a partir de las metodologías Donabedian y SERVPERF. Se diseñó y aplicó a una muestra aleatoria estratificada de 400 pacientes un instrumento denominado PERCACEL estructurado en tres partes: a) datos generales; b) metodología de evaluación de Donabedian; y c) metodología SERVPERF. Resultados: el porcentaje de percepción de la calidad con el instrumento Donabedian fue menor (8.14 %) en comparación con el obtenido con la metodología SERVPERF (8.51 %). Limitaciones de la investigación: la validez y confiabilidad del instrumento resultaron altas, sin embargo, su sensibilidad depende de la identificación de los procesos del servicio a evaluar en cada una de las dimensiones de las dos metodologías, para asegurar su confiabilidad. Hallazgos : ambos instrumentos pueden ser utilizados en diferentes servicios, tanto públicos como privados, y en diferentes ámbitos, incluyendo el de estomatología.</p
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Penelitian ini bertujuan untuk menjelaskan pengaruh kualitas layanan, perceived value, perceived usefulness, dan perceived ease of use terhadap passenger satisfaction dan passenger loyalty pada layanan travel di Kupang, Nusa Tenggara Timur. Metode penelitian termasuk penelitian kuantitatif dengan jumlah sampel sebanyak 135 penumpang. Data dikumpulkan dengan menggunakan kuesioner, kemudian diolah menggunakan Partial Least Square (PLS). Temuan penelitian menunjuk­kan bahwa kualitas layanan, perceived value, perceived usefulness, dan perceived ease of use berpenga­ruh positif terhadap passenger satisfaction, serta passenger satisfaction berpengaruh positif terhadap passenger loyalty.
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Tujuan penelitian ini untuk mengetahui pengaruh kualitas pelayanan dan kepuasan pelanggan jasa transportasi onlineterhadap loyalitas pelanggan secara langsung dan tidak langsung. Metode penelitian yang digunakan adalah deskriptif kuantitatif. Populasi yang digunakan adalah mahasiswa di Kota Medan. Teknik pengambilan sampel dalam penelitian ini menggunakan metode Non-Probability Accidental Sampling dengan kriteria responden adalah mahasiswa Kota Medan dan responden yang pernah menggunakan layanan transportasi online setidaknya paling sedikit dua kali. Jumlah sampel yang digunakan dalam penelitian ini adalah 120 responden. Data dikumpulkan dan kemudian dianalisis menggunakan analisis jalur dengan tingkat signifikansi 5% menggunakan software Lisrel versi 8.8. Hasil penelitian menunjukkan kualitas pelayanan memiliki pengaruh positif langsung terhadap kepuasan pelanggan jasa transportasi online, selain itu kualitas pelayanan dan kepuasan pelanggan juga memiliki efek positif langsung pada loyalitas pelanggan jasa transportasi online. Sedangkan kepuasan pelanggan tidak dapat memediasi hubungan antara kualitas pelayanan dengan loyalitas pelanggan.