An analysis of service quality and complaint handling in the Jordanian healthcare sector: Implications for TQM and customer retention

An analysis of service quality and complaint handling in the Jordanian healthcare sector: Implications for TQM and customer retention

This study aims to investigate the interconnections among total quality management, service quality, customer retention, and moderating influence of customer complaint handling within the healthcare industry of Jordan. The paper used a quantitative approach, by using PLS-SEM as an approach selected...

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Bibliographic Details
Main Authors: Khaled M. Aboalganam, Amro Alzghoul, Hasan Alhanatleh
Format: Article
Language:English
Published: LLC "CPC "Business Perspectives" 2024-01-01
Series:Innovative Marketing
Subjects:
complaint resolution
customer loyalty
customer satisfaction
Jordanian healthcare sector
retention strategies
service excellence
Online Access:https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/19467/IM_2024_01_Aboalganam.pdf

Internet

https://www.businessperspectives.org/images/pdf/applications/publishing/templates/article/assets/19467/IM_2024_01_Aboalganam.pdf

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