Khaled M. Aboalganam

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 for data analysis. 417 valid replies were gathered. The results found a positive association between total quality management and service quality (p-value < 0.05), underscoring the significance of total quality management principles in improving the provision of healthcare services. The study demonstrates a significant correlation between service quality and customer retention, thereby validating the importance of delivering exceptional healthcare experiences in boosting customer retention. Moreover, it is imperative to acknowledge that the degree of service quality plays a crucial function in facilitating the connection between total quality management and customer retention (p-value < 0.05). Furthermore, it has been demonstrated that customer complaints handling serves as a mechanism for reducing the negative effects of service quality on customer retention. The results offer useful insights for healthcare managers in Jordan, underscoring the significance of integrating total quality management practice, improving service quality, and developing efficient procedures for handling complaints. These approaches are imperative in fortifying customer interactions and augmenting customer retention rates.

The study evaluates the influence of digital marketing on the reputation of insurance companies in Jordan, guided by the mediating role of service quality and the moderating role of brand trust. This is a relevant topic because digital engagement has become increasingly important in shaping consumer perceptions and building brand reputation in the insurance industry. The purpose is to determine how digital marketing practices influence organizational reputation through service quality. A quantitative research design was adopted with data collected from 237 employees of 21 insurance companies in Jordan. The data were analyzed using structural equation modeling with partial least squares. The results indicate that digital marketing significantly improves the reputation of insurance companies. The findings demonstrated that service quality serves as a crucial mediator, as an improvement in service quality leads to an increase in customer satisfaction and loyalty, thereby enhancing a company’s reputation. Further, brand trust moderated the relationship of digital marketing with reputation, thereby indicating that reputational benefits from digital marketing are further enhanced in firms characterized by high brand trust. These findings highlight the importance of insurance firms implementing digital marketing-driven initiatives to improve service quality and build brand trust. This study has practical value in terms of guiding insurance companies in using digital marketing to build their reputation in a competitive market.