Hilda Madanat - Academia.edu (original) (raw)
Papers by Hilda Madanat
International Journal of Business Excellence, 2017
This paper explores the role of total quality management (TQM), total innovation management (TIM)... more This paper explores the role of total quality management (TQM), total innovation management (TIM), knowledge management (KM), and project management (PM) approaches and their impact to win customer satisfaction and to achieve business success. To achieve this purpose the research: a) investigates if certain management approaches help to win customer satisfaction; b) explores connections between customer satisfaction and business success; c) highlights the close links between TQM, KM, PM and quality innovation management. The findings of the research clearly show the positive outcome of using TQM, TIM, KM and PM as an integrated method to deal with business issues. The research highlights that integrated management approach based on TQM, TIM, KM, and PM increases competitiveness, ability to innovate at a higher rate, and ultimately increased performance, establishes strong relationship between a customer and business organisation.
This paper explores the role of Marketing mix strategy and its overall positive or negative impac... more This paper explores the role of Marketing mix strategy and its overall positive or negative impact on customer’s satisfaction and loyalty. Product, price, place and promotion variables need to be managed by understating psychological traits of customers buying nature. The literary discussion highlights that customer expectations with regards to product quality, price, and product accessibility are managed by communication techniques using advertising agents. The discussion proceeds in analytical style using previous theory as base point to evaluate the role of marketing mix in relation with customer satisfaction turning into loyalty. Inductive data collection approach has proved a great help to extract gist of past research results. A large proportion of data has been gathered from secondary resources including journals, books and old research papers. The results show that all four aspects of marketing mix are equally important and any imbalance among them can damage overall results...
Journal of Organizational Culture, Communications and Conflict, 2018
The study aims to identify the level of effectiveness in Human Resource Management (HRM) and its ... more The study aims to identify the level of effectiveness in Human Resource Management (HRM) and its impact on employeesâ satisfaction in the banking sector of Jordan. A questionnaire was developed and administered to 540 employees in the banking sector of Jordan out of which 406 were returned to test research hypotheses. The findings revealed a high level of effectiveness of all HRM practices combined and for four individual practices (HR planning, staffing, training & development and performance appraisal); while, a medium level of compensation effectiveness was yielded. It has been found that employeesâ satisfaction level was medium. A strong positive relationship has been identified between the effectiveness of HRM and employeesâ satisfaction. The study recommended improving financial compensation system of banks, which would positively increase the level of employeesâ satisfaction. On the other hand, comparative studies between Islamic banks and commercial banks are highly ...
Academy of Strategic Management Journal, 2017
This research aimed at investigating the impact of implementation of total quality management (TQ... more This research aimed at investigating the impact of implementation of total quality management (TQM) on the effectiveness of human resource management (HRM) practices in the Jordanian banking sector. Variations in the implementation of TQM and the effectiveness of HRM according to demographic characteristics are detected. A questionnaire was administered to (540) employees in (15) commercial and Islamic banks’ headquarters in Amman. A high level of implementation of TQM (customer focus, top management commitment, and continuous improvement) was manifested, whereas employee engagement yielded a medium level. Similarly, a high level of effectiveness of all HRM (planning, staffing, training & development, and performance appraisal) was displayed, while a medium level of compensation was yielded. Implementation of TQM varies with respect to job title, whereas no significant variations with respect to gender, age, education, and experience are provided. No significant variations in the ef...
This paper explores the role of Marketing mix strategy and its overall positive or negative impac... more This paper explores the role of Marketing mix strategy and its overall positive or negative impact on customer's satisfaction and loyalty. Product, price, place and promotion variables need to be managed by understating psychological traits of customers buying nature. The literary discussion highlights that customer expectations with regards to product quality, price, and product accessibility are managed by communication techniques using advertising agents. The discussion proceeds in analytical style using previous theory as base point to evaluate the role of marketing mix in relation with customer satisfaction turning into loyalty. Inductive data collection approach has proved a great help to extract gist of past research results. A large proportion of data has been gathered from secondary resources including journals, books and old research papers. The results show that all four aspects of marketing mix are equally important and any imbalance among them can damage overall results. Customers' buying intentions are greatly affected by his/her expectations in context of a product quality, price, and product accessibility. The relationship between customer satisfaction and loyalty depends on the elimination of perception gap, service gap, operational gap and behavioural gap that needs to be managed by giving focused attention to these matters. This paper reviews prior literature and proposes to think carefully to use marketing mix strategy to met customer expectations by eliminating any communication or perception gaps that further extend customer loyalty.
This paper explores the role of total quality management (TQM), total innovation management (TIM)... more This paper explores the role of total quality management (TQM), total innovation management (TIM), knowledge management (KM), and project management (PM) approaches and their impact to win customer satisfaction and to achieve business success. To achieve this purpose the research: a) investigates if certain management approaches help to win customer satisfaction; b) explores connections between customer satisfaction and business success; c) highlights the close links between TQM, KM, PM and quality innovation management. The findings of the research clearly show the positive outcome of using TQM, TIM, KM and PM as an integrated method to deal with business issues. The research highlights that integrated management approach based on TQM, TIM, KM, and PM increases competitiveness, ability to innovate at a higher rate, and ultimately increased performance, establishes strong relationship between a customer and business organisation. Reference to this paper should be made as follows: Nuseir, M.T. and Madanat, H. (2017) 'The use of integrated management approaches and their impact on customers' satisfaction and business success', Int.
International Journal of Business Excellence, 2017
This paper explores the role of total quality management (TQM), total innovation management (TIM)... more This paper explores the role of total quality management (TQM), total innovation management (TIM), knowledge management (KM), and project management (PM) approaches and their impact to win customer satisfaction and to achieve business success. To achieve this purpose the research: a) investigates if certain management approaches help to win customer satisfaction; b) explores connections between customer satisfaction and business success; c) highlights the close links between TQM, KM, PM and quality innovation management. The findings of the research clearly show the positive outcome of using TQM, TIM, KM and PM as an integrated method to deal with business issues. The research highlights that integrated management approach based on TQM, TIM, KM, and PM increases competitiveness, ability to innovate at a higher rate, and ultimately increased performance, establishes strong relationship between a customer and business organisation.
This paper explores the role of Marketing mix strategy and its overall positive or negative impac... more This paper explores the role of Marketing mix strategy and its overall positive or negative impact on customer’s satisfaction and loyalty. Product, price, place and promotion variables need to be managed by understating psychological traits of customers buying nature. The literary discussion highlights that customer expectations with regards to product quality, price, and product accessibility are managed by communication techniques using advertising agents. The discussion proceeds in analytical style using previous theory as base point to evaluate the role of marketing mix in relation with customer satisfaction turning into loyalty. Inductive data collection approach has proved a great help to extract gist of past research results. A large proportion of data has been gathered from secondary resources including journals, books and old research papers. The results show that all four aspects of marketing mix are equally important and any imbalance among them can damage overall results...
Journal of Organizational Culture, Communications and Conflict, 2018
The study aims to identify the level of effectiveness in Human Resource Management (HRM) and its ... more The study aims to identify the level of effectiveness in Human Resource Management (HRM) and its impact on employeesâ satisfaction in the banking sector of Jordan. A questionnaire was developed and administered to 540 employees in the banking sector of Jordan out of which 406 were returned to test research hypotheses. The findings revealed a high level of effectiveness of all HRM practices combined and for four individual practices (HR planning, staffing, training & development and performance appraisal); while, a medium level of compensation effectiveness was yielded. It has been found that employeesâ satisfaction level was medium. A strong positive relationship has been identified between the effectiveness of HRM and employeesâ satisfaction. The study recommended improving financial compensation system of banks, which would positively increase the level of employeesâ satisfaction. On the other hand, comparative studies between Islamic banks and commercial banks are highly ...
Academy of Strategic Management Journal, 2017
This research aimed at investigating the impact of implementation of total quality management (TQ... more This research aimed at investigating the impact of implementation of total quality management (TQM) on the effectiveness of human resource management (HRM) practices in the Jordanian banking sector. Variations in the implementation of TQM and the effectiveness of HRM according to demographic characteristics are detected. A questionnaire was administered to (540) employees in (15) commercial and Islamic banks’ headquarters in Amman. A high level of implementation of TQM (customer focus, top management commitment, and continuous improvement) was manifested, whereas employee engagement yielded a medium level. Similarly, a high level of effectiveness of all HRM (planning, staffing, training & development, and performance appraisal) was displayed, while a medium level of compensation was yielded. Implementation of TQM varies with respect to job title, whereas no significant variations with respect to gender, age, education, and experience are provided. No significant variations in the ef...
This paper explores the role of Marketing mix strategy and its overall positive or negative impac... more This paper explores the role of Marketing mix strategy and its overall positive or negative impact on customer's satisfaction and loyalty. Product, price, place and promotion variables need to be managed by understating psychological traits of customers buying nature. The literary discussion highlights that customer expectations with regards to product quality, price, and product accessibility are managed by communication techniques using advertising agents. The discussion proceeds in analytical style using previous theory as base point to evaluate the role of marketing mix in relation with customer satisfaction turning into loyalty. Inductive data collection approach has proved a great help to extract gist of past research results. A large proportion of data has been gathered from secondary resources including journals, books and old research papers. The results show that all four aspects of marketing mix are equally important and any imbalance among them can damage overall results. Customers' buying intentions are greatly affected by his/her expectations in context of a product quality, price, and product accessibility. The relationship between customer satisfaction and loyalty depends on the elimination of perception gap, service gap, operational gap and behavioural gap that needs to be managed by giving focused attention to these matters. This paper reviews prior literature and proposes to think carefully to use marketing mix strategy to met customer expectations by eliminating any communication or perception gaps that further extend customer loyalty.
This paper explores the role of total quality management (TQM), total innovation management (TIM)... more This paper explores the role of total quality management (TQM), total innovation management (TIM), knowledge management (KM), and project management (PM) approaches and their impact to win customer satisfaction and to achieve business success. To achieve this purpose the research: a) investigates if certain management approaches help to win customer satisfaction; b) explores connections between customer satisfaction and business success; c) highlights the close links between TQM, KM, PM and quality innovation management. The findings of the research clearly show the positive outcome of using TQM, TIM, KM and PM as an integrated method to deal with business issues. The research highlights that integrated management approach based on TQM, TIM, KM, and PM increases competitiveness, ability to innovate at a higher rate, and ultimately increased performance, establishes strong relationship between a customer and business organisation. Reference to this paper should be made as follows: Nuseir, M.T. and Madanat, H. (2017) 'The use of integrated management approaches and their impact on customers' satisfaction and business success', Int.