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 subdimensions level, the findings of this study revealed that interaction activity had the most significant predictive value on WOM compared to the other service quality subdimensions. 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 subdimensions 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.

Purpose: The objective of the study is to investigate how the quality of a website impacts the intent to purchase, as assessed by factors such as usability, quality of information, service interaction quality, eWOM, trust, and satisfaction. Theoretical framework: This research has provided empirical evidence of the factors that influence the online shopping behavior of consumers. Design/methodology/approach: The research was conducted using a quantitative approach, with SPSS statistical methods applied. An online survey was administered to 303 customers in Amman, the capital of Jordan. Findings: The results suggest that website quality, customer trust, and satisfaction significantly and positively impact eWOM, thereby increasing the intent to purchase among consumers in Jordan's e-commerce sector. Research, Practical & Social implications: This research offers valuable managerial principles to assist e-commerce businesses in improving their performance. It also provides valuable insights into the evaluation of eWOM and purchases intent in Jordan, serving as a foundation for future research in this area in Jordan and other countries. Originality/value: this study provides a foundation for future research to investigate the complex and multifaceted nature of online customer behaviour in the e-commerce context

The study investigates the impact of E-WOM information on purchasing decisions, using customer satisfaction as a mediator. It examines E-WOM information as independent variables, such as quality, quantity, and credibility, and as dependent variables, such as consumer satisfaction and purchasing decisions, with customer satisfaction serving as a mediator to investigate the relationship between E-WOM information and purchasing decisions. A questionnaire was issued to 307 social media-active clients, and the hypotheses were tested using quantitative methods. Data analysis comprised descriptive statistics, Cronbach's alpha, skewness and kurtosis, and Pearson correlation coefficient, as well as a fit model for measuring questionnaire reliability and validity, regression for sub-hypotheses, and a path model for evaluating main hypotheses. The findings revealed that all three dimensions of E-WOM information had a positive impact on customer satisfaction and purchase decisions, both individually and jointly. Customer satisfaction has a positive influence on purchasing decisions. Furthermore, E-WOM information has been shown to positively impact purchasing decisions via consumer satisfaction. The study suggests that organizations should understand the dimensions that impact customer satisfaction and purchasing decisions in order to fulfill their goals, remain ahead of the competition, and obtain a competitive advantage. Proper tracking of social media reviews, comments, and recommendations may help organizations deliver answers, increase customer satisfaction, and aid in making purchasing decisions