The Effects of Total Quality Management on the Patients’ Satisfaction and Loyalty in the Jordanian Health Care Sector

Anas Mhasnah, Fauzilah Salleh, Tariq Al-Zyout and Donyaz Ghnaneem

This research aims to investigate the gap or SERVQUAL scale amongst the findings of previous studies for missing investigations and the impression to apply for overall standard quality management of three variables such as independent variable (Service quality), mediator variable (Patients’ Satisfaction) and dependent variable (Patients’ Loyalty) in Jordanian health care sector. Moreover, the current study aims to clarify the effects of the Total Quality Management (TQM) represented collectively by a specific strategy, leadership management, human resource focus information, Plient focus, method management, and analysis method management on Patient loyalty. In order to test the objectives, a random sample size consisting of 800 national and international patient’s expectations from the private and public hospitals in the central region of Jordan was collected. The quantitative analysis was designed to conduct the survey, questionnaires, and gather the primary information to determine the category of data and techniques of data collection. The response data were analyzed using the IBM SPSS 19.00 version and Amos 20.00 version to assess the response value, descriptive statistics, screenings of the data composed of linearity and homoscedasticity, correlations, reliability, and validity. Multiple reliability results indicated that the dimensions of each experimental variables were considered reliable and satisfactory. Based on the outcome, this study verified that Patient satisfaction carries a weak mediating effect. Moreover, the results exhibited that TQM has a significant impact on both Patient loyalty and Patient satisfaction.

Volume 12 | Issue 5

Pages: 106-115

DOI: 10.5373/JARDCS/V12I5/20201694