The impact of total quality management practices on employee empowerment in the healthcare sector in Saudi Arabia: a study of King Khalid Hospital

Sweis, Rateb J.; Mansour, Ali Al; Tarawneh, Mohammad; Al-Dweik, Ghadeer

doi:10.1504/ijpqm.2013.056149

Cited by 37 publications

(37 citation statements)

References 34 publications

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“…On the other hand, all the values of the average variance extracted (AVE) were greater than 0.50 (Al-Ayed, 2019; Almohaimmeed, 2017; Al-Tit, 2016), which indicated that validity was assured. Reliability was also supported; that is, the composite reliability (CR) values and Cronbach's alpha coefficients (α) were greater than 0.7 (Al-Tit et al, 2019;Sweis et al, 2013).…”

Section: Exploratory Factor Analysismentioning

confidence: 96%

The Impacts of Brand Experiences on Customer Satisfaction and Electronic Word of Mouth

Almohaimmeed

2020

Business: Theory and Practice

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The problem addressed in this study is that the impact of the customer experience on the achievement of positive customer outcomes is still unknown in Arabic restaurants. Hence, the aim of this study is to explore the effect of brand experience, as measured through sensory, emotional, behavioural, and intellectual brand experience, on customer satisfaction and customer electronic word of mouth (eWOM) as well as the effect of customer satisfaction on eWOM. Data were collected using an electronic questionnaire consisting of 18 items distributed to a convenience sample of Facebook users. A total of 311 valid responses were collected. The participants were asked to evaluate their satisfaction and eWOM based on 6 items and their brand experience based on 12 items. Using IBM SPSS AMOS, the study revealed that three dimensions of brand experience (sensory, emotional, and behavioural) were significantly related to customer satisfaction and eWOM. Intellectual brand experience, according to the results of the current study, had no significant effect on customer satisfaction or eWOM. This conclusion is highlighted at the end of the paper along with its implications and recommendations. The contribution of this study stems from the fact that it alerts organizations to the factors influencing customer behaviour that ultimately lead to positive outcomes.

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Section: Exploratory Factor Analysismentioning

confidence: 96%

The Impacts of Brand Experiences on Customer Satisfaction and Electronic Word of Mouth

Almohaimmeed

2020

Business: Theory and Practice

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“…The results show that there is a positive relationship between TQM practices and organizational performance (financial and non-financial) in the Jordanian banking sector, this result is supported by (Hoang et al, 2010;Fotopoulos & Psomas"s, 2010;Goetsch & Davis, 2013;Sweis et al, 2013).…”

Section: Discussionmentioning

confidence: 74%

Investigating the Effect of Total Quality Management Practices on Organizational Performance in the Jordanian Banking Sector

Al-Ettayyem¹,

Al‐Zu'bi²

2015

IBR

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The aim of this study is to examine the effect of Total Quality Management (TQM) practices (customer satisfaction, education and training, continuous improvement, teamwork, and top management commitment) on organizational performance (financial and non-financial) in the Jordanian banking sector.Research papers which are related to services are limited in Jordan. Since Jordanian economy is heavily dependent on the services sector, such research may enhance the quality of this sector.The methodology is based on a questionnaire distributed to 11 commercial banks, and the statistical package for social sciences (SPSS) was used to analyse and examine the hypotheses. This research has indicated that TQM practices have a positive effect on organizational performance both financially and non-financially.

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“…Empowered employees can develop themselves, propose new ideas, and solve their own work-related problems. Higher employee empowerment has been identified to be positively correlated with training, teamwork, top management commitment, continuous improvement, and customer satisfaction (Sweis et al, 2013). Setting up systems and improving the process continuously may also improve the firm performance as they can reduce uncertainty and ambiguity.…”

Section: Discussion Of Findingsmentioning

confidence: 99%

The relationship between organisational culture and firm performance: an empirical study on Indonesian manufacturing firms

Wahjudi

Singgih

Suwignjo

et al. 2016

IJPQM

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The impact of total quality management practices on employee empowerment in the healthcare sector in Saudi Arabia: a study of King Khalid Hospital

Cited by 37 publications

References 34 publications

The Impacts of Brand Experiences on Customer Satisfaction and Electronic Word of Mouth

The Impacts of Brand Experiences on Customer Satisfaction and Electronic Word of Mouth

Investigating the Effect of Total Quality Management Practices on Organizational Performance in the Jordanian Banking Sector

The relationship between organisational culture and firm performance: an empirical study on Indonesian manufacturing firms

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