Assessing the antecedents of customer loyalty on healthcare insurance products: service quality; perceived value embedded model
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Tipus de documentArticle
Data publicació2015-12
EditorOmniaScience
Condicions d'accésAccés obert
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Reconeixement-NoComercial 3.0 Genèrica
Abstract
Purpose: This research aim to investigate the influence of service quality attributes towards
customers’ loyalty on health insurance products. In addition, this research also tested the
mediation role of perceived value in between service quality and customers’ loyalty on health
insurance products.
Design/methodology/approach: Based on the literature review, this research developed a
conceptual model of customers loyalty embedded with service quality and perceived value.
This research applied convenience sampling method. The study surveyed 342 healthcare
insurance customers through self-administered questioner. Apart from assessing the reliability
and validity of the constructs through confirmatory factor analysis, this research also used
structural equation modelling (SEM) approach to test the proposed hypothesis.
Findings: The results from the inferential statistics revealed that the healthcare insurance
customers are highly influenced by service quality followed by the perceived value in reaching
their loyalty towards a particular health insurance service provider.
Research limitations/implications: The sample for this study is based on health insurance
customers only and it is suggested that future studies enlarge the scope to include others type
of customers of different insurance products.Practical implications: In order to encourage the customers to more loyal towards their
service providers, this research will add value for the mangers to understand the items of
service quality and considering the perceived value of the target customers in order to optimize
their loyalty. As whole, the outcome of this research will assist managers for better
understanding of the customers’ loyalty antecedents under the perspective of healthcare
insurance products.
Originality/value: This paper has tried to provide a comprehensive understanding about
customers’ loyalty under the perspective of service quality and perceived values context in the
Malaysian health care insurance industry. Since there was a lack of such research in Malaysian
health insurance context, this research can provide theoretical contribution and managerial
basis for future researches as well as implications for the managers. Yet, till now research in this
sector under Malaysian context do not appear adequately to take into account service quality,
perceived values and customers loyalty factors.
CitacióAbdelfattah, Fadi Abdelmuniem; Rahman, Muhammad Sabbir; Osman, Mohamad. Assessing the antecedents of customer loyalty on healthcare insurance products: service quality; perceived value embedded model. "Journal of Industrial Engineering and Management", Desembre 2015, vol. 8, núm. 5, p. 1639-1660.
Dipòsit legalB-28744-2008
ISSN2013-0953
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