THE NEED FOR QUALITY The first thing that we need to consider, in any organization, is that quality is the most important thing. The quality of your work defines you.  Whoever you are,  Whatever you do,  I can find the same products and services cheaper somewhere else. But your quality is your signature. Developing and delivering high quality products and services means that you are doing things correctly from the beginning. As a consequence, you are reducing the need for additional services, from verification to warranty.

Total quality management.

Review of Pacific Basin Financial Markets and Policies

The aim of this study was to investigate the relationships between service quality, food quality, customer satisfaction and customer retention in limited service restaurants in Jordan. A questionnaire-based survey was distributed to 400 students served at 10 limited service restaurants in the neighbourhood of universities in Amman, the capital city of Jordan. Service quality was measured in terms of SERVQUAL attributes. The key dimensions of food quality, customer satisfaction and customer retention were identified through literature. The data collected (283 valid questionnaires) were analysed using SPSS 20.0. The findings showed that service quality and food quality have a positive influence on customer satisfaction. In addition, service quality dimensions besides customer satisfaction have a positive influence on customer retention. Finally, the results confirmed that customer satisfaction mediates the relationship between service quality and customer retention. The small size of the sample is the main limitation of this study. The practical implications of this study are founded on the fact that limited service restaurants in the neighbourhood of universities should realize the critical role of service and food quality in satisfying their customers as an antecedent of their retention. This study is original as it examines the relationships between service and food quality and customer satisfaction and retention in a specific type of restaurants in Jordan.

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The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention

The paper locates the past two decades of changes in Polish universities in a comparative European context. It shows a wider transition: from an expanding, privatized and disciplinarily divided university of the 1990s to a publicly funded, increasingly contracting and stratified university of the 2000s (and beyond). The gradual political and economic integration of Poland with the European Union has been accompanied by the gradual integration of the Polish higher education system with Western European systems. The paper argues that the major emergent parameter of higher education policy is demographics and that the remonopolization of the system by the tax-based public sector and the gradual decline of the private sector are transforming the system beyond recognition. Processes of ‘de-privatization’ or ‘re-publicization’ are gradually replacing recent processes of ‘privatization’. Powerful systemic changes in university governance and funding modes are bound to shatter the relative stability of the academic profession. After two decades of being fundamentally different due to the communist legacy (i.e. being ‘post-communist’), selected Polish universities, owing to accelerating processes of academic stratification linked to the 2009–2012 wave of reforms, have a chance to become fully blown elements of a European knowledge production landscape, with increasingly similar governance and funding regimes and the similarly research-involved academic profession.

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Structural Changes in the Polish Higher Education System (1990-2010): A Synthetic View (CPP RPS 86/2014)

The purpose of this paper is to evaluate the quality of healthcare services by investigating the factors affecting patient satisfaction in private and public hospitals in the UAE based on five serv...

Measuring patient's satisfaction of healthcare services in the UAE hospitals: Using SERVQUAL

This study aimed to measure the Impact of Health Service Quality on Patient's Satisfaction in the Hospital's of Public and Private sectors in Jordan. To attain the aim of this study a random sample of inpatients was chosen to conduct this study within. The sample consisted of 450 inpatients. To determine the impact of Health Service Quality on Patient's satisfaction the researcher used a special measure called "SERVPERF" which was designed specially to measure the quality of service in different Service sectors the content validity of the measure conducted by committee arbitrators and throughout the multiple use of this measure over the time. The reliability of the measure computed using Cronbach alpha and the result indicated that the internal consistency of the measure was 90%. The result revealed that: 1) There is an Impact for the health service quality on patient's satisfaction. 2) There is a significant statistical difference of the Impact of Health Service quality on patient's satisfaction between Hospitals of public and private sector. 3) The Impact of health service quality on patient's satisfaction in private Hospitals sector is better than that in public Hospitals sector. 4) The responsiveness diminution of health service quality has the lowest mean out of other service quality diminutions in public and private sectors. This study find out many recommendations as: 1) The hospital's administration in both public and private sector should to raise up the employee's qualifications to ward assimilation of the patients need and wants such as to tell them exactly when service will be performed, and to submit prompt service for the patients, and the employees should have the willing to help patients. 2) The Hospitals administrations should make periodic revision for the application each service quality divisions and their items in their Items in their Hospitals through the applying (SERVEPERF) measure and they should have to measure the patents satisfaction to mend any defect automation ally.

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The Impact of Health Service Quality on Patients’ Satisfaction over Private and Public Hospitals in Jordan: A Comparative Study

Article history: Received: June 27, 2020 Received in revised format: August 1

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The effect of leadership styles on employees’ innovative work behavior

This study aims to explore the impact of a number of prominent behavioral finance variables covered by the financial literature (overconfidence, loss aversion, risk perception and herding) that may affect the stock investment decision-making at Amman Stock Exchange (ASE), as well as determining which of these variables has the relative importance. The importance of this study stems from the fact that local studies focusing on the issue of behavioral finance are rare and therefore, the researchers expect that such study will enrich awareness in this domain. The study consisted of 165 individual investors who were active in the trading halls at Amman Stock Exchange during the research period. The data were collected through a questionnaire prepared for the purpose of research and were analyzed by applying multiple statistical tests (Multiple regression and Hierarchal regression analysis) and by using statistical software (SPSS) after approving the reliability and validity of the questionnaire. The results showed that there was an impact of the behavioral finance at Amman Stock Exchange represented by three behavioral factors affecting the investment decisions of the individual investors which were: overconfidence, loss aversion, and herding, the results also showed that the variable overconfidence had the most relative significance. The research provided some recommendations for investors trading at ASE to adopt scientific bases in making stock investment decisions, and suggested to conduct further research to study the impact of behavioral finance on the different types of risks and yields at ASE.

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Impact of Behavioral Finance on Stock Investment Decisions Applied Study on a Sample of Investors at Amman Stock Exchange

The study aims to show the role of empowerment in the management of the crises to which the organization is exposed. This study will concentrate on empowerment of workers as an effective weapon to encounter crisis in addition to availability of the information related to the crisis. Other points of attention by this paper are the presence of alert leadership which senses the future from the events of the past and from what is taking place at the present time and the existence of an effective system of communication with channels of advanced technological means of communication. Moreover, and for sound empowerment of workers there should exist a flexible organizational structure which makes allowance for delegation of powers to guarantee effective participation of working staff members to encounter crisis. Key word: Business organization, crises management, empowerment

The Role of Empowerment in Crisis Management in Business Organizations

Problem statement: This study aims to highlight the role of information technology in reducing risk of electronic banking services in the Jordanian banking sector. The study was conducted on three banks as a sample representative of the Jordanian banking sector. Approach: Data collection was through conducting personal interviews with the operations managers in the three banks (HBTF, JC Bank and Audi Bank). Results: The results showed that Jordanian banks showing highest attention toward risk management of e-banking, through their commitment to Basel Standards on risk management. Conclusion: Through the study, it will be clear that Jordanian banks committed to the standards of the Basel committee on safety and security of electronic banking services. These banks take into account all the potential risks before applying any system of electronic services. It is irrefutable evidence on the banks of Jordan keenness on protecting themselves and their customers from risk of theft through electronic means, the banks included their websites with detailed instructions to ensure that no customer fall prey to hackers.

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Ahmad Yousef Areiqat

Papers

The Impact of Health Service Quality on Patients’ Satisfaction over Private and Public Hospitals in Jordan: A Comparative Study

The effect of leadership styles on employees’ innovative work behavior

Impact of Behavioral Finance on Stock Investment Decisions Applied Study on a Sample of Investors at Amman Stock Exchange

The Role of Empowerment in Crisis Management in Business Organizations

Information Technology Role in Reducing E-Banking Services Risk in Jordanian Banking Sector