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Article

Mumin Dayan, Ibrahim A. Al Kuwaiti, Zafar Husain, Poh Yen Ng and Aysenur Dayan

The aim of this research is to uncover issues that inhibit patients' satisfaction and loyalty and identify factors that could enhance customer retention by government…

Abstract

Purpose

The aim of this research is to uncover issues that inhibit patients' satisfaction and loyalty and identify factors that could enhance customer retention by government hospitals in the United Arab Emirates (UAE). The mediating impact of outpatient satisfaction on service quality, word of mouth (WoM), hospital image, outpatient–physician relationship and outpatient loyalty were tested.

Design/methodology/approach

The sample data used to test the hypotheses were drawn from a pool of patients served by a government healthcare agency in Abu Dhabi. Questionnaires were provided to 418 participants using methods such as short message service, e-mail and face-to-face delivery. The data were analyzed using SmartPLS 3.3.2 software.

Findings

The results indicate that service quality, WoM and outpatient–physician relationship positively impact outpatient satisfaction and indirectly effect outpatient loyalty; that hospital image positively impacts outpatient satisfaction and loyalty and has a partially mediating effect on loyalty; that waiting time satisfaction has no effect on outpatient satisfaction and no moderating effect on the outpatient satisfaction–loyalty relationship and that switching cost has a positive effect on loyalty but no moderating effect on the outpatient satisfaction–loyalty relationship.

Research limitations/implications

The first limitation of this study concerns the fact that only patients who had previously been served by these hospitals' outpatient units were included. Furthermore, the research was not able to obtain extensive findings related to the various factors that negatively impacted patient satisfaction and loyalty among all of the departments of government hospitals, such as inpatient care and emergency care.

Practical implications

Centered on the findings from this research, increasing switching costs would prevent patients from switching to other healthcare providers. Therefore, it has the potential to create a false loyalty or a hostage customer (Jones and Sasser, 1995). Additionally, making patients feel connected to their treatment plan and engaged in their care by developing a tool to maintain their enthusiasm about their health is important. It is therefore recommended that government hospital care providers and management consider providing online tools that patients can use to self-manage their care.

Social implications

The results regarding patients' satisfaction level suggest several areas for improvement. The first pertains to waiting area entertainment and comfort because patients indicated that there is not enough entertainment or ways to pass the time when waiting for services. In addition to enhancing the entertainment and comfort of waiting areas, government hospital staff should maintain contact with patients who are waiting to ensure that they are aware of the time they will spend. Another area for improvement is the parking lot. During summer, patients prefer to walk less in the sun, which causes them to seek parking closer to the door. Government hospital management should consider different methods for transporting patients closer to the door, such as golf carts or valet services.

Originality/value

This is the first study to investigate the mediating impact of outpatients' satisfaction between its antecedents and loyalty in the UAE. These results provide an improved understanding of the factors influencing patient choices and establish more accurate methods for increasing patient loyalty to retain more patients.

Details

International Journal of Quality & Reliability Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-671X

Keywords

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Article

Kamal Naser, Rana Nuseibeh and Ahmad Al‐Hussaini

In this study an attempt is made to provide empirical evidence on the usefulness of different aspects of the annual report to various Kuwaiti user groups. To do so, eight…

Abstract

In this study an attempt is made to provide empirical evidence on the usefulness of different aspects of the annual report to various Kuwaiti user groups. To do so, eight Kuwaiti user groups were surveyed through a questionnaire. The groups were individual investors; institutional investors, bank credit officers, government officials, financial analysts, academics, auditors and stock market brokers. The analyses indicate that the user groups surveyed in the study rely mainly on information made directly available by the company and do not consult intermediary sources of corporate information in order to make informative decisions. The analyses also revealed that credibility and timeliness are the most important features of useful corporate information and traditional financial statements are the most important and credible parts of corporate annual reports. Non‐financial information, however, proved to be less credible and of less importance to the Kuwaiti user groups.

Details

Managerial Auditing Journal, vol. 18 no. 6/7
Type: Research Article
ISSN: 0268-6902

Keywords

Content available
Article

Ibrahim Alhouti

This paper analyses the Kuwaiti Ministry of Education's (MOE’s) response during the pandemic by exploring the situation of public schooling in Kuwait and the reasons…

Abstract

Purpose

This paper analyses the Kuwaiti Ministry of Education's (MOE’s) response during the pandemic by exploring the situation of public schooling in Kuwait and the reasons behind the failure of the MOE to provide education during the global COVID-19 crisis.

Design/methodology/approach

This study explores the policymaking process and the policy decisions by analysing how the MOE managed education during the crisis, by analysing the MOE's press announcements.

Findings

This article identifies opportunities the MOE missed over the past 18 years to implement online learning, and how by pausing all learning during this pandemic these resulted in the challenges the MOE is facing today. The main reasons behind this failure are not related to financial resources, but attributable to the professional capacity of the MOE's leaders to handle the education sector during this crisis. This included hesitation about making decisions and the lack of readiness of the school infrastructure. The paper concludes by offering recommendations that could inform future policy planning.

Originality/value

This paper offers insights into the educational policymaking process in Kuwait, especially during times of crisis.

Details

Journal of Professional Capital and Community, vol. 5 no. 3/4
Type: Research Article
ISSN: 2056-9548

Keywords

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Article

Yasser Mahgoub

This paper hypothesizes that contemporary Gulf cities are not an evolution of traditional settlements but rather forms of modern cities that emerged during the second half…

Abstract

This paper hypothesizes that contemporary Gulf cities are not an evolution of traditional settlements but rather forms of modern cities that emerged during the second half of the 20th century after the discovery of oil, the economic boom following the mid 1970s oil crisis and finally political, economic, technological and communication globalization that swept this region since the beginning of the 21st century. While focusing on the case of Kuwait city, the paper reflects on several examples from the Gulf region cities to discuss their development as hybrid forms of modern cities. The paper adopts the theoretical framework proposed by Appadurai in 1996 to understand the flow of modernity through the Gulf cities' scapes. This theoretical framework provides an adequate understanding of Gulf cities evolution and modifications required to make them more adequate to the Gulf region conditions.

Details

Open House International, vol. 38 no. 4
Type: Research Article
ISSN: 0168-2601

Keywords

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Article

Fouad Al-Salem and Mohamed M. Mostafa

This purpose of this paper is to clustering Kuwaiti consumers choice of Sharia-complaint financial products and services based on several factors such as religiosity…

Abstract

Purpose

This purpose of this paper is to clustering Kuwaiti consumers choice of Sharia-complaint financial products and services based on several factors such as religiosity, financial knowledge, customer value, satisfaction, trust, service quality, relationship with service providers and innovation.

Design/methodology/approach

The study uses self-organizing maps, a neural network technique, in order to cluster and segment consumers of Sharia-compliant financial products and services in Kuwait. From a marketing perspective, SOM can be viewed as a flexible clustering technique in which different clusters are identified without the rigid traditional statistical assumptions of linearity or normality.

Findings

This paper shows that consumers of Sharia-compliant financial products in Kuwait can be clustered into three distinct segments: enthusiasts, laggards and rejectors. The enthusiasts represent the largest cluster with a frequency of around 66 percent, while the Rejectors represent the smallest segment with a frequency of 10 percent.

Originality/value

This paper advances our knowledge about the behavioral aspects of financial consumer choice within a non-traditional Sharia-compliant financial products context.

Details

International Journal of Bank Marketing, vol. 37 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

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Article

Michael J. Baker and Fouad Abu‐Ismail

The Gulf States (Saudi Arabia, Kuwait, United Arab Emirates, OmanBahrain and Qatar) represent a major global market accounting for 26 percent of European exports, 22 per…

Abstract

The Gulf States (Saudi Arabia, Kuwait, United Arab Emirates, Oman Bahrain and Qatar) represent a major global market accounting for 26 per cent of European exports, 22 per cent of Japanese exports, 27 per cent of South East Asian exports, and 14 per cent of US exports. Despite this importance comparatively little interest has been shown in buyer behaviour in the Gulf States. Based on extensive research and direct experience a number of salient differences between western models of organizational buying behaviour and actual practice are identified and give rise to specific recommendations for marketing strategy in the region.

Details

International Marketing Review, vol. 10 no. 6
Type: Research Article
ISSN: 0265-1335

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Article

Ibrahim M. Mahdi, Khaled Al‐Reshaid and Sami M. Fereig

The purpose of this paper is to look into the mass production of dwelling units and the conflict encountered when the economics versus quality, sometimes resulting in a

Abstract

Purpose

The purpose of this paper is to look into the mass production of dwelling units and the conflict encountered when the economics versus quality, sometimes resulting in a waste of public funding resources and extra re‐building time.

Design/methodology/approach

This paper proposes a decision model for deciding the optimum house delivery alternatives for both the recipients and the Government. The decision model is designed using the analytical hierarchy process. Where multiple criteria are incorporated for such as waiting time, citizen satisfaction, and quality of work, house delivery‐time, cost, losses and finally, management responsibility.

Findings

Partially constructed houses enable the possibility of many alternatives by the recipients, which in turn avoids the drawbacks of rebuilding and at the same time, maintains work quality. The partially constructed housing system is proved to be effective in making a trade‐off between the government purposes and recipients desires, but with a variable percentage of partial construction.

Originalty/value

The analysis of the surveys stresses the importance of different alternatives within the partially constructed housing system in order to reduce waiting time and construction cost thus increases the satisfaction of occupants. The validity of this study continues to be effective to this date, as the Government's housing policies have not yet changed or streamlined, consequently re‐building continues to be the theme of many public houses after hand‐over to recipients.

Details

Engineering, Construction and Architectural Management, vol. 13 no. 4
Type: Research Article
ISSN: 0969-9988

Keywords

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Expert briefing

The government is also curtailing legislators’ right to cross-question ministers, especially the prime minister -- a distinctive feature of the Kuwaiti system that has…

Details

DOI: 10.1108/OXAN-DB261017

ISSN: 2633-304X

Keywords

Geographic
Topical
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Article

Loay Ibrahim, Sabika Allehdan, Abeer Alassaf and Reema Tayyem

The purpose of this review was to highlight the association between ID and obesity in toddlers and preschool children.

Abstract

Purpose

The purpose of this review was to highlight the association between ID and obesity in toddlers and preschool children.

Design/methodology/approach

This review aimed to review and evaluate literature of the published research discussing the relationship between ID and overweight and obesity in children under the age of 5 years. Conflicting results of iron status in overweight and obese children under the age of 5 years had been found. However, most articles concluded that ID is associated significantly with overweight and obesity in children because of the systemic inflammatory reaction which is considered the major cause of ID; hepcidin with its resultant effect in decreasing duodenal absorption of iron; in addition to other causes including dietary and genetic factors.

Findings

Conflicting results of iron status in overweight and obese children under the age of 5 years had been found, but most articles concluded that ID is associated significantly with overweight and obesity in children, with systemic inflammatory reaction being the major cause through hepcidin with its resultant effect in decreased duodenal absorption of iron, in addition to other causes including dietary and genetic factors.

Originality/value

Many nutrients have been associated with weight gain and ID development. Unbalanced diet either in excess or shortage may affect weight status and serum iron profile. Future research is needed to study more in depth the association between ID and obesity in toddlers and preschool children and to further explore the various factors involved in pathogenesis of ID.

Details

Nutrition & Food Science, vol. 48 no. 3
Type: Research Article
ISSN: 0034-6659

Keywords

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Article

Silvia Mazzetto and Roula El-Khoury

By looking at a selection of iconic modern projects designed by or commissioned to the prominent but not well-examined architect Sami Abdul Baki both in Lebanon and Kuwait…

Abstract

Purpose

By looking at a selection of iconic modern projects designed by or commissioned to the prominent but not well-examined architect Sami Abdul Baki both in Lebanon and Kuwait during his most productive years in the 50s, this paper attempts to identify first main trends, influences and ideologies that shaped these works at the peak of modern architectural development in the region. Through these examples, the paper then aims at retracing predominant trajectories of intellectual capital exchange and transfer of knowledge between Lebanon and Kuwait. These can go far beyond their territorial boundaries, without claiming a single grand-narrative that describes the modern architectural development in any of the two countries.

Design/methodology/approach

The data collected from discourse analysis, interviews and biographical notes were mapped into a schematic diagram illustrating a complex network of connections and multidisciplinary involvement in projects.

Findings

However, the outcome did not generate a dominant theme for the projects or expertise of the architect.

Originality/value

It is very likely that Sami Abdul Baki's strong political dimension and quality as a mediator or facilitator in addition to his strong network of contacts played a significant role in the project commissions that he has won as an architect/engineer in Kuwait, Lebanon, Germany and other countries.

Details

Archnet-IJAR: International Journal of Architectural Research, vol. 14 no. 3
Type: Research Article
ISSN: 2631-6862

Keywords

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