Jamal Mustafa Joudeh

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Research

The differential impacts of customer commitment dimensions on loyalty in the banking sector in Jordan: Moderating the effect of e-service quality, International Journal of Data and Network Science 6, 315–324. DOI: 10.5267/j.ijdns.2022.1.006

Authors : 1- Ahmad Khraiwish., Jassim Ahmad Al-Gasawneh., Jamal M.M. Joudeh., Nawras M. Nusairat and Yaser F. Alabdib (2022),

Abstract : The current research scrutinizes the relationship between the three model commitment components (affective, normative, and calculative commitment) and their various influences on customer loyalty. This is particularly in the banking sector setting in Jordan. A self-reported questionnaire was distributed to collect primary data for analysis. 333 completed questionnaires were analyzed via using PLS software to extract the effect of e-service quality on the relationship between customer commitment and loyalty. The results of this study demonstrate that the affective type of commitment has a positive impact on customer loyalty followed by normative commitment and lately by calculative commitment. Moreover, the results show that the influence of the dimensions of customer’s commitment on loyalty is moderated by e-service quality. This study indicates that affective commitment elements (self-identification, sense of belonging and emotional attitudinal components) are essential for customers when they deal with their bank. On the other hand, the cost associated with leaving has shown to have the weakest impact on customer loyalty. Companies must know that customers may switch even though the cost associated with leaving is high.

Keywords : Islamic banks, Conventional banks, e-service quality (e-SQ), Affective commitment (AC), Normative commitment (NC), Calculative commitment (CC), Customer loyalty, Jordan

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Customers' Perception of Service Quality in Syrian Restaurants Operating in Jordan: The Mediating Effect of Customer Satisfaction, Academy of Strategic Management Journal, 20(6), 1939-6104-20-S6-48

Authors : 2- Jamal M. M. Joudeh., Ahmad Khraiwish., Jassim Ahmad Al-Gasawneh., Nabil A. Abu-Loghod., Nawras M. Nusairat., Nafez Nimer Ali (2021),

Abstract : Last decade, Jordan has witnessed an increase in the Syrian investment in Jordan by indifferent fields. The reason behind that is the inflow of Syrian people to Jordan as a result of civil war. The most of Syrian investment were concentrated in the field of restaurants which spread throughout the large cities and offered a wide menu of Levantine kitchen to Jordanian customer. Therefore, the objective of this study is to explore the impact of service quality in Syrian restaurants operating in Jordan according to Jordanian customers' perception. This study is depended on the primary data collected through a developed questionnaire. The questionnaire has been distributed on a (421) customers on the basis of convenient sample. Multiple Regression Analysis and Path Analysis were applied to test 3 hypotheses. The results indicated that service quality has a significantly positive impact on customer satisfaction that is attributed to environment. In addition, service quality has a significantly impact on loyalty of customers that is attributed to food quality. Moreover, it found that the customer loyalty has positively influenced by service quality and customer satisfaction. The study recommended that organizations operating in the field of restaurant industry must adopt the service quality strategy as a basis for competition to improve the services provided.

Keywords : Food Industry, Service Quality, Customer Loyalty, Entrepreneurship, Refugees

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Evaluating Attitudes and Intention to Use of Personal Protective Equipment (PPE) during the COVID- 19 Pandemic, Academy of Strategic Management Journal. 20 (6). 1939-6104-20-S6-28

Authors : 3- Jamal M. M. Joudeh., Ahmad Khraiwish., Nafez Nimer Ali., Nabil A. Abu-Loghod., Abdul Hakim Mustafa Joudeh (2021),

Abstract : Current study aimed at evaluating of attitudes, beliefs, satisfaction, actual practice and intention to use of Personal Protective Equipment (PPE) during the Covid-19 pandemic. Current study's key messages are divided into two main parts; first one is an approach for policy makers to identify approaches that would help individuals to commit to health rules and regulations when it comes to socializing during the pandemic and the second one would be helpful for society individuals to be more able to identify their attitudes and satisfaction towards PPE and start figuring out their options and preferences. Through depending on quantitative approach, 421 individuals were exposed to an online self-administered questionnaire which aimed at collecting primary data for analysis. Depending on SPSS and AMOS, results of study indicated that customers' attitude positively affect beliefs and satisfaction but has no effect on actual practice and intention to use, beliefs were found to be influential in a positive way on actual practice but has no positive effect on intention to use, in addition to that satisfaction was found to be positively influential on actual practice and intention to use, and there was a positive relationship between actual practice and intention to use. Study recommended socially monitoring individuals' attitudes and satisfaction regarding PPE that are available in the market, and control vague parties that may appear in the marketing promoting for new types and material of personal protective equipment.

Keywords : Personal Protective Equipment (PPE), Attitudes, Beliefs, Satisfaction, Actual Practice, Intention to Use, Covid-19

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The relationship between Internet of things and search engine optimization in Jordanian Telecommunication Companies: The mediating role of user behavior, International Journal of Data and Network Science, 5, 163–

Authors : 4- Nawras M. Nusairat., Jassim Ahmad Al-Gasawneh., Abdalrazzaq Aloqool., Khalid N. Alzubib., Abdel Hakim O. Akhorshaideh., Jamal M. Joudeh and Haya Samih Ibrahim (2021),

Abstract : This research paper aims to investigate the effect of Internet of Things (IoT) on Search Engine Optimization (SEO) by considering the mediating role of user behavior on this effect. A conceptual research model was developed in accordance with the UTAUT and based on a thorough analysis of extant research. A self-handled questionnaire survey was administered to a purposely selected sample of employees working in telecommunications companies in Jordan. A dataset of 131 usable questionnaires were subjected to data analysis using SmartPLS 3.0. The main findings showed that IoT affected SEO and user behavior. User behavior was also found to be significantly predicted by IoT and to mediate its effect on SEO. The results revealed the significance of SEO as an emerging effective electronic marketing tool in encouraging consumers' adoption of new technologies. The paper ends with a discussion of findings, conclusions, and areas for future research.

Keywords : Internet of Things, Search Engine, Optimization, User Behavior

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The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers, TQM Journal,

Authors : 5- Ala’ Omar Dandis., Amr Anwar Jarrad., Jamal M.M. Joudeh., Ibrahim Lewis Mukattash., Anas Ghassan Hassouneh (2021),

Abstract : Purpose – The purpose of this paper is to investigate the impact of multidimensional service quality on word of mouth (WOM) in university on-campus healthcare centers. Design/methodology/approach – Data were collected from self-administered questionnaires involving a sample of 407 currently enrolled student-patients visiting the on-campus university healthcare centers in the Jordanian capital, Amman. Non-probability convenience sampling was performed in this study. Factor analysis and multiple and hierarchical multiple regression methods were used to analyze the data and test the proposed relationships. Findings – The results show that the primary dimensions (administration quality, interpersonal quality and technical quality) had a significant and positive impact on WOM, with administration quality appearing as the most influential factor leading to WOM. At the sub dimensions’ level, the findings of this study revealed that interaction activity had the most significant predictive value on WOM compared to the other service quality sub dimensions. An insignificant relationship between atmosphere, tangibles, relationship activity and WOM was found. Practical implications – This study suggests that university administrators and managers of other high-contact service sectors (e.g. hospitality and travel services, tourism education services, financial and insurance services and public services) ought to take into consideration both service quality sub dimensions and satisfaction as significant strategic endpoints, as these inputs provide a roadmap for administrators to elicit positive WOM from customers with regard to their businesses. Originality/value – This study provided its contribution by presenting a comprehensive model of WOM formation and offering specific insights for the on-campus healthcare centers in higher education institutions. This is also the first study conducted in the Middle East, particularly in Jordan.

Keywords : Service Quality, Word-of-Mouth Communication, Customer Satisfaction, Healthcare Centers, Higher Education

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The Influence of Private Label on Customer Loyalty, the Mediating Role of Customer Satisfaction, WSEAS Transactions on Business and Economic, 17(48), 496-504. doi:

Authors : 6- Jamal M. M. Joudeh, Tareq N. Hashem, Nawras M. Nusairat (2020),

Abstract : Current study aimed at examining the influence of PL on customer loyalty through the mediating factor of customer satisfaction. Depending on quantitative approach; and distributing (197) questionnaires on individuals; results of study indicated that private label has the ability to increase loyalty if it was accompanied by high customer satisfaction. Among variables chosen, it appeared that product quality and store followed by price are influential in increasing satisfaction and leading to better loyalty. Study recommended taking extra attention in managing and manufacturing private brands in order to increase loyalty through satisfying customers.

Keywords : Label, Private Label, Private Brand, Customer Loyalty, Customer Satisfaction, Retail Stores

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The Role of Supply Chain Strategy and Affiliate Marketing in Increasing the Demand for E-Commerce – Social Media POV, International Journal of Supply Chain Management, 9(1), 832-844.

Authors : 7- Ehab Kamal Haikal., Sultan Mohammed Freihat., Diana (Moh’d Adnan) Homsi., Jamal M. M. Joudeh., Tareq N. Hashem (2020),

Abstract : The study examined the most influential affiliate marketing and supply chain strategies that are most beneficial and usable through social media websites which can increase the demand on e-commerce. Through employing the quantitative approach; the researchers distributed total of (95) questionnaires on marketing managers within cosmetics companies in Jordan- Amman during the fiscal year (2018-2019). Results of study indicated a high level of awareness and dependency of cosmetics companies on marketing through social media websites as a form of endorsement. In addition to that, it appeared that among the chosen affiliate marketing strategies CPC/PPC was the most influential and usable strategy through social media as a form of endorsement and marketing.

Keywords : Affiliate Marketing, Supply Chain Strategy, E-Commerce, Social Media, Pay-per-Click, Cost-Per-Sale, Cost-Per-Action, Cost-Per- 1000 Impression, Cost-Per-Click.

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Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers, International Journal of Business and Management. 13(8), 108-120.doi

Authors : 8- Jamal M. M. Joudeh & Ala’ O. Dandis (2018),

Abstract : The current study aimed at examining the influence of service quality (internet service quality) on customer loyalty through the mediating effect of customer satisfaction. Through employing the questionnaire on a convenient sample of (860) consumer from different malls and commercial complexes in Amman – Jordan; the results indicated that internet service quality has a positive influence on customer satisfaction which in its turn can influence the level of customer loyalty. The study also reached to the results that good and well-built service quality may lead to customer satisfaction which in its turn can lead to a better level of customer loyalty. Consumer loyalty includes highlights or attributes that can fulfill the desires or needs of a client, it is a post utilization encounter which contrasts apparent quality and expected quality, in this way a similar conduct between inputs previously and after utilization. The study recommended to enhance the level of service quality awareness is the best approach to customer satisfaction. Aware employees tend to pay more attention to the idea of service quality which can lead to a better customer loyalty.

Keywords : Customer Loyalty, Customer Satisfaction, Service Quality, Internet

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The Extent of Implementation of The Blue Ocean Strategy in Jordanian Commercial Banks. International Journal of Current Advanced Research, 6(2) 1999-2004.

Authors : 9- Tareq N. Hashem and Jamal M. M. Joudeh (2017),

Abstract : This study aimed to investigate the blue ocean strategy and the extent of implementing it in Jordanian commercial banks. In order to achieve the objectives of this study, a questionnaire was developed to measure the study’s variables. The study’s population consisted of commercial banks operating in Jordan. The study adopted a comprehensive approach due to the small size of the study’s population. The researcher has concluded several results, which are represented in the following: 1. There is a high degree of implementation for the blue ocean strategy by Jordanian commercial banks. 2. There is a high degree of implementation for the process of elimination as being one of the dimensions of the blue ocean strategy by Jordanian commercial banks. 3. There is a high degree of implementation for the process of reduction as being one of the dimensions of the blue ocean strategy by Jordanian commercial banks. 4. There is a high degree of implementation for the process of raising as being one of the dimensions of the blue ocean strategy by Jordanian commercial banks. 5. There is a high degree of implementation for the process of innovation as being one of the dimensions of the blue ocean strategy by Jordanian commercial banks. As for the study’s recommendations, they pointed out that Jordanian commercial banks must focus on acquiring entrepreneurial knowledge that is related to the activities of the blue ocean strategy. Furthermore, Jordanian commercial banks should help and encourage the members of their own work team to gain experience in applying the blue ocean strategy. Those members should also select what fits the nature of these banks’ works. Furthermore, those members should develop strategic plans to apply the blue ocean strategy positively to achieve a competitive advantage for Jordanian commercial banks.

Keywords : Blue Ocean Strategy, Jordanian Commercial Banks, Implement, Elimination, Innovation, Raising, Reduction

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The Impact of Service Quality Dimensions upon Customers 'Satisfaction: An Empirical Study Applied in the Jordanian Mobile Telecommunication Sector", International Review of Management and Business Research; 6(1), 206-220.

Authors : 10- Jamal M. M. Joudeh (2017),

Abstract : The current study aimed to examine the impact of service quality dimensions upon customers’ satisfaction in the Jordanian mobile telecommunications sector. The researcher examined four (4) dimensions of service quality; communication service, personal interaction, prices and physical environment. The researcher collected the relevant data from three telecommunications companies; Zain, Umniah and Orange. Such data were collected through using a questionnaire. Five hundred and twenty-seven (527) people have responded to this questionnaire. The researcher used several statistical methods to test the hypotheses, such as: factor loading, gender discrimination Cronbach Alpha, correlations, regression analysis, VIF and Mann-Whitney U analysis. The current study’s results indicated that the dimensions of service quality have a positive impact on customers’ satisfaction together and separately. In addition, with excluding personal interaction and physical environment were fund differences, the study’s results showed there is no variation between Amman and Zarqa in terms of the impact of other service quality dimensions on the customers'satisfaction.

Keywords : Quality Service, Consumer Satisfaction, Telecommunication, Dimensions, Jordan

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The Influence of the Store Internal Dimensions on the Customer Loyalty: A Comparative Study between Sameh Mall and Khalid Mall", International Journal of Marketing Studies, 9(1) 139-149.doi

Authors : 11- Jamal M. M. Joudeh (2017),

Abstract : Customer loyalty is among the factors that increase the competitive advantage of stores and raise its market share among the other stores. Nowadays, the issue of loyalty and customer loyalty is becoming a trend among all stores even the small stores and supermarkets that are found in the local provinces (Rajic & Dado, 2013). The current study aims at understanding the influence of the internal dimensions of the store on the customer loyalty between Sameh mall and Khalid mall. The variables which were taken into perspective were (product quality, product range, employees, physical evidence, and prices). The sample of the study contained customers who attended both stores; 350 individuals were selected to fulfill the questionnaire and 340 questionnaires were retrieved. The results of the study showed that the price was the most influential factor that influences the loyalty of the customer for the benefit of Sameh Mall.

Keywords : Internal Dimensions, Customer Loyalty, Store Environment

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مدى ادراك الشركات المستثمرة للمعوقات في البيئة التسويقية الخارجية حسب خصائص الشركات، البصائر، المجلد 13، العدد 1، صفحة 352-305.

Authors : 12- جوده، جمال مصطفى وممدوح طايع الزيادات (2009)،

Abstract : Purpose: The purpose of this study is to explore the investment company’s perception of the barriers in external marketing environment. Furthermore, the study aims at investigating the effect of the barriers in external marketing environment according to their special features. Methodology: In order to achieve the objectives of the study, a questionnaire was developed and answered by 67 companies out of 383 companies working at Zarqa Governate on a random sample basis. Findings: The results of this study show that the impact of the elements of external marketing environment on their activities is varied separately and acceptable when they take together. The results also show that investment companies, perception of external marketing environment factors is not varied according to their characteristics. According to the findings, the investment companies regarded economic and legislative laws factors as the most important barriers. The other marketing environment factors, socio-cultural factors and political factors have less impact. Recommendations: The study provides a number of recommendations such as: more attention should be given to the barriers of external marketing environment, economic and legislative laws conditions according to the needs and wants of investment companies should be improved and a regular scanning of changes and developments within the external marketing environment should be implemented.

Keywords : البيئة التسويقية، الاستثمار، شركات صناعية، الاردن.

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واقع البيئة الاستثمارية الداخلية وأئرها على تسويق المناطق الصناعية المؤهلة QIZs من وجهة نظر مستثمري ومدراء الشركات فيها،اربد للبحوث والدراسات، المجلد12، العدد 1، صفحة 345-303.

Authors : جوده، جمال مصطفى و واثق العبادي (2008)،

Abstract : This study aims at exploring the status of the internal environment of investment and its impact on marketing the Qualified Industrial Zones (QIZs). In order to achieve the goals of the study, a questionnaire was prepared and answered by 102 investors and the top management working at 62 qualified industries on the basis of convenience sample. The investigation covers four QIZs in Jordan. The results of this study show a negative relation that has statistical indications between the status of the internal environment of investment such as: planning and future vision, legislative laws, infrastructure, export efforts and finally incentives and promotion efforts) and its impact on marketing the QIZs in Jordan. The study provides a number of recommendations, including: pay more attention to the barriers of internal investment, provide more effective marketing plans and programmes, unifying the government establishments responsible for investment, establish specialized centers for promotion, training and employment, improve the investment window according to the needs and wants of investors and top management.

Keywords :

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البيئة المادية وأئرها في تحقيق القيمة العالية لخدمات المجمعات التجارية من وجهة نظر العاملين في مدينة عمان: دراسة ميدانية، جرش للبحوث والدراسات، المجلد 13، العدد1، صفحة 46-19.

Authors : فياض، سامي، ممدوح الزيادات، جمال جوده (2008)

Abstract : The physical environment impact on the high value of services of shopping centers in Amman city from employees> viewpoint: Field study The study aims to identify the impact of physical environment on achieving high value services provided by Shopping centers in Amman city < as perceived by the employees of these centers. environmental factors included. internal and external dimensions, while the value of services include: reducing cost improving quality* customer>s satisfaction, as well as empowerment and technical support. A convenient sample of (204) employees was selected from (3) shopping centers in Amman, a questionnaire was developed for this Study. Among the statistical analyses used were multiple linear regression. The main findings showed.: redesign of internet environment by introducing necessary improvement to increase employee’s satisfaction which in turn would attract More customers. -the mean of environmental factors (Independent variable was calculated as 305(rather high) and for the dependent variable Service value was (3.38) which is also rather high the environment all factors (Internal and external) had a significant impact on services value of shopping centers The study provided a number of recommendations including: redesign of internet environment by introducing necessary improvement to increase employee’s satisfaction which in turn would attract More customers.

Keywords : Physical Environment, High Value Services, Technical Support, Quality, Shopping Centers.

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قياس مستوى جودة خدمة الاقراض لدى صندوق التنمية والتشغيل من وجهة نظر متلقي الخدمة، المجلة الاردنية للعلوم التطبيقية، العلوم الانسانية، المجلد 10، العدد 2، صفحة 283- 302.

Authors : جوده، جمال مصطفى وباسم يوسف السعدي (2007)،

Abstract : - Abstract This study aims at measuring the quality of lending service provided by the Development and Employment Fund and the efforts made to improve the quality of living standard of poor and unemployed people in Jordan. In order to achieve the goals of the study, a questionnaire was prepared and distributed among 260 borrowers selected randomly. The study revealed moderate level of the five dimensions that determine the quality of lending service: the core of lending service, conditions & collaterals, procedures, employees’ behavior and physical evidence. The study also showed that there is a significant relationship between demographic characters of the borrowers and the quality of lending service. Finally, the study proposes the following recommendations to the Development and Employment Fund in Jordan: pay more attention to the dimensions proposed in the study, revise the conditions and collaterals of lending services because most of the borrowers are poor and unemployed, prepare extra effective plans and programs for training and educating borrowers, recruit a sufficient number of employees to perform the job, and increase the efforts to improve the quality of lending service, especially for university graduates and women.