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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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

This study aims to investigate window dressing as practiced by commercial banks in Kuwait, using monthly aggregate balance sheet data covering the period January 1993 to December 2017.

This study applies the structural time series model to decompose an observed time series into unobserved components based on monthly data covering January 1993 to December 2017 on the consolidated balance sheet of commercial banks in Kuwait.

The empirical results indicate that Kuwaiti commercial banks indulge in upward window dressing to boost size and liquidity. This kind of behaviour is indicated by a statistically significant rise in assets under the control of banks in December, followed by a statistically significant decline in January. The operation is funded by borrowing, leading to a December rise and a January fall in foreign and other liabilities, which are also under the control of commercial banks.

This study uses a novel methodology to detect window dressing based on the seasonal behaviour of balance sheet items. This study suggests a unified framework for the motives, targets, types and consequences of window dressing and how they are related.

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.

This paper aims to examine the value relevance (VR) of accounting information (AI) presented by Egyptian listed non-financial companies. Further, the study investigates the influence of institutional ownership on the value relevance of AI in a developing market, namely, the Egyptian market.

The study uses data from 2014 to 2017 with a total of 248 observations and analyses the data using regression analysis. Data are collected from the nonfinancial companies listed on the Egyptian Stock Exchange.

The authors found that the AI reported by the Egyptian listed non-financial companies is value relevant. Regarding the influence of institutional ownership, it is found to significantly impact the VR of AI reported by the sample companies. This model investigated the effect of corporate size and financial leverage as controlling variables and found that they have an insignificant influence on the VR of AI.

The current study findings enrich the literature by enhancing the understanding regarding institutional owners’ impact on corporate value. Further, bringing evidence from an emerging market can have implications for accounting researchers interested in addressing other emerging markets with similar contextual and institutional environments.

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.

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.

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.

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

Kuwait has taken significant steps to reform its corporate governance (CG) by introducing the New Company Law (NCL) in 2013. This study investigates how this reform of CG mechanisms affects the disclosure of future-oriented information. Likewise, it explores how CG mechanisms affect the informativeness of this disclosure.

The sample comprises the nonfinancial firms listed on the Boursa Kuwait from 2014 to 2018. The study uses an automated textual analysis to measure the level of future-oriented disclosure in the annual reports of these firms. The informativeness of disclosure is proxied by firm value at three months of the date of the annual report.

The study finds that Kuwaiti firms with larger board sizes and substantial ownership by institutional investors are less likely to disseminate future-oriented information. Conversely, firms with more independent directors and larger audit committees are more inclined to provide future-oriented disclosure. Furthermore, the disclosure of future-oriented information carries contents that enhance investors' valuations of Kuwaiti firms, especially in firms with fewer institutional ownership and more prominent audit committees.

It focuses on management decisions to disclose information in the annual reports. Examining other channels of disseminating information, such as social media disclosure, provides avenues for future research.

Policy setters in Kuwait should consider the importance of some CG mechanisms to improve the transparency of Kuwaiti firms, as suggested by the NCL. Likewise, investors should rely on such specific CG mechanisms to build their prospects about the firm's value.

Apart from developed countries, the current study is the first evidence on how CG mechanisms could affect the informativeness of future-oriented disclosure in a developing economy. It is also the first to investigate the new CG mechanism introduced by Kuwait NCL in 2013.

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.

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.

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.

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.

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.