WOM Effectiveness in Improving the Purchasing Behavior: Comparative Study on the Private Hospitals Inpatients in Jordan and Saudi Arabia

Al-Nsour, Iyad A.

doi:10.1016/j.aebj.2017.04.003

Cited by 4 publications

(3 citation statements)

References 18 publications

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“…Although the literature describes the importance of WOM for various businesses in general, research examining the antecedents of WOM within the IB context remains limited (Gremler et al, 2001), and little is known about how WOM operates in Jordan, a country where WOM is believed to have considerable influence and importance on consumers' decisions. Recent research that has been conducted on WOM in Jordan has focussed on the impact of WOM on the purchasing decision of the Jordanian consumer (Zamil, 2011;Al-Sanad, 2016;Al-Nsour, 2017). Further, little is known about WOM determinants and more research in this area is highly recommended.…”

Section: Introductionmentioning

confidence: 99%

A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan

Mahadin

Akroush

2019

IJOEM

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Purpose The purpose of this paper is to identify factors affecting word-of-mouth (WOM) towards Islamic Banking (IB) in Jordan through understanding the roles of service quality and perceived value. Design/methodology/approach A self-administered survey was hand-delivered to the targeted sample of Islamic banks customers in Jordan. The authors delivered 400 questionnaires to customers from which 352 were deemed valid for the analysis. Exploratory and confirmatory factor analyses were performed to assess the research constructs validity and composite reliability. Structural path analysis was also used to test the research model and hypothesised relationships between the variables. Findings Service quality has a positive and significant effect on perceived value and WOM towards IB. Convenience has a positive and significant effect on perceived value. Finally, perceived value has a positive and significant effect on WOM towards IB. Service quality exerted the strongest effect on perceived value and WOM. Also, 38 per cent of variation in perceived value was caused by religious motives, service quality and convenience path, whereas 34 per cent of variation in WOM towards IB was caused by perceived value, service quality and convenience path. Research limitations/implications Future research needs to investigate other factors that may affect customers’ WOM concerning IB such as perceived bank image, trust and subjective norms. Future research should investigate other dimensions of perceived value such as social, psychological, emotional, sacrifice value and product values and how they affect WOM. From an international marketing standpoint, comparative studies between Jordanian and non-Jordanian Islamic customers are potential areas of future research for international marketing strategies and cross-cultural consumer behaviour analysis. Practical implications The paper identifies the determinants of WOM towards IB. Managers should focus on executing service quality strategies customised towards IB. Convenience is a major driver of perceived value and, then, WOM towards IB. Managers need to focus on key marketing messages that enhance religious motives in customers’ minds and hearts; however, attracting new customers and retaining the current ones depend on the perceived benefits in the areas of service quality, convenience and several value aspects. Originality/value This study is the first of its kind to test a model of WOM determinants in IB in Jordan. The study is thought to have made a reasonable contribution to consumer behaviour literature and, specifically, for decision-making process through developing and testing a model of WOM determinants towards IB. The study offers CEOs and marketing managers of Islamic banks new insights into the determinants of WOM and how they contribute to consumers’ decision-making process and attitudes to achieve the intended behavioural outcomes towards IB, which were not available at their hands before. These empirical findings are crucial inputs for marketing strategy formulation and implementation.

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Section: Introductionmentioning

confidence: 99%

A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan

Mahadin

Akroush

2019

IJOEM

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“…They are also present in both the public and private systems. And they are subject to the rules of deontology: informed consent, professional secrecy, quality of medical act, patient safety, prophylaxis of malpraxis (Al-Nsour, 2017;Nor Khasimah and Wan Normila, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

Romanian customers’ satisfactions regarding private health services

Marin-Pantelescu

Hint

2020

Proceedings of the International Conference on Business Excellence

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Nowadays customers become more concerned about private health services, as performance, innovation and creativity overspread into our lives. Digital health services development in Romania has grown gradually through the acquisition of state-of-the-art equipment as RMN Siemens Magnetom Essenza machine, CT Optima 520 available in Romanian health private clinics. Is the e-health the future of health services in Romania? The answer will be a strong yes. Immunotherapy has revolutionized cancer treatment by leveraging the immune system to fight tumors. The hope is that someday immunotherapy options will exist for all types of tumors. On the other hand, 3-D printing allows the user to create health products specific to the patient, including prosthetics, implants, and airway stents. More than that, Virtual reality/mixed reality applications have become popular in Romanian medical education. Robotic approaches to surgery are less invasive and faster, and are often associated with improved clinical outcomes, such as decreased recovery time and reduced pain. For example, the da Vinci Surgical System translates the surgeon’s hand movements to smaller movements made by the robot inside the body, all visualized via laparoscopy. The da Vinci System has been used on more than 3 million patients globally. The present paper researched the Romanian customers’ satisfactions regarding private health services. The sample size was 400 people, of which 168 males and 232 females, with an average age of 40 years old, all from the urban area, developed standard of living with an average income of 1,500 euro per month. The results have shown that Romanian customers are willing to pay for private health services more than 500 euro per year. Romanian customers had declared in proportion of 68% that are satisfied with the prices of private healthcare networks, in proportion of 79% that are satisfied with the medical services offered by the private healthcare networks. In what it concerns the surgery performed by robots instead of doctors, only 45% customers had declared in the robots favor. Further insights will be discussed in the research paper and concussions will be drawn reflecting the assessment of the Romanian customers’ satisfaction regarding private health services.

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“…Rather, WOM now progressively takes place in the more translucent public domain of the online community (Dwivedi et al, 2021). The importance of WOM in influencing consumer purchase intention has been highlighted in many studies such as (Al-Nsour, 2017;Ismagilova et al, 2020). On other hand, recognizing the potential consumers matters a lot for the growth of companies.…”

Section: Introductionmentioning

confidence: 99%

Predicting Consumption Intention of Consumer Relationship Management Users Using Deep Learning Techniques: A Review

Alaros¹,

Marjani²,

Shafiq³

et al. 2022

Indonesian J. Sci. Technol

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Consumer/customer relationship management (CRM) can potentially influence business as it predicts changes in people’s perspectives, which could impact future sales. Accordingly, advancements in Information Technology are under investigation to see their capabilities to improve the work of CRM. Many prediction techniques, such as Data Mining, Machine Learning (ML), and Deep Learning (DL), were found to be utilized with CRM. ML methods were found to dominate other approaches in terms of the prediction of consumers’ intention to purchase. This review provides DL algorithms that are mostly used in the last five years, to support CRM to predict purchase intention for better product sales decisions. Prediction criteria related to online activities and behavior were found to be the most inputs of prediction models. DL approaches are slowly applied within purchase intention prediction due to their advanced capabilities in handling large and complicated datasets with minimum human supervision. DL models such as CNN and LSTM result in high accuracy in prediction intention with 98%. Future research uses the two algorithms (CNN, LSTM) compiled to make the best prediction consumption in CRM. Additionally, an effort is being made to create a framework for predicting purchases based on many DL algorithms and the most pertinent characteristics.

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WOM Effectiveness in Improving the Purchasing Behavior: Comparative Study on the Private Hospitals Inpatients in Jordan and Saudi Arabia

Cited by 4 publications

References 18 publications

A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan

A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan

Romanian customers’ satisfactions regarding private health services

Predicting Consumption Intention of Consumer Relationship Management Users Using Deep Learning Techniques: A Review

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