THE MEDIATING ROLE OF SERVICE QUALITY IN THE RELATIONSHIP BETWEEN TALENT MANAGEMENT STRATEGIES AND PATIENTS’ SATISFACTION OF JORDAN HEALTHCARE SECTOR

This paper implements a PLS-SEM Model to investigate the relationship between Talent Management Strategies, Service Quality, and Patients' Satisfaction at Healthcare Sector of Jordan. Based on a random sample of 1189 public hospitals of Jordan, the finding of the model testing revealed that Talent Attraction Strategy, Talent Development Strategy, Talent Retention Strategy, & Succession Planning Strategy are significant dimensions of Talent Management Strategies and Talent Retention Strategy is the most influential factor. Further, Customer Loyalty and Customer Commitment are effective on Patients' Satisfaction, and Customer Loyalty has more positive influence on Patients' Satisfaction than Customer Commitment does. As a rule, the Talent Management Strategies has a positive relationship with Service Quality, and Service Quality has a positive influence on Patients' Satisfaction. The findings of the model testing revealed that Patients' Satisfaction was a partially mediated by Service Quality.