Assessing the antecedents of customer loyalty on healthcare insurance products: Service quality; perceived value embedded model

Fattah, Fadi Abdel Muniem Abdel; Rahman, Muhammad Sabbir; Mohamad, Osman

doi:10.3926/jiem.1494

Cited by 27 publications

(28 citation statements)

References 55 publications

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“…In this respect, Khan et al (2012) argued that customer’s patronage intention is a complex behavioral process where service quality and customer satisfaction always play a crucial role. So the relationships among the service quality, customer satisfaction and patronage decision behavior have also received attention by the previous empirical inspection under the scope of health insurance products (Abdelfattah et al , 2015).…”

Section: Introductionmentioning

confidence: 99%

Customer’s patronage decision toward health insurance products

Rahman

Fattah

Zaman

et al. 2018

APJML

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Purpose The purpose of this paper is to examine the influence of service quality, customer’s satisfaction and religiosity on customer’s patronage decision toward health insurance products. The paper also assesses the influence of religiosity on customer’s patronage decision. The influence of customers’ satisfaction as mediation between service quality and customer’s patronage decision was also measured. Design/methodology/approach A structured questionnaire was developed and administered to a sample of 200 respondents. This research applied the exploratory factor analysis, the confirmatory factor analysis and the structural equation modeling to test the proposed hypotheses. Findings The findings indicate that customers’ religiosity behavior has a significant influence on customer’s patronage decision for selecting health insurance products. The results also indicated that the role of customer’s satisfaction as a mediator in between the relationship of service quality and customer’s patronage decision is significant. Research limitations/implications This research is a cross-sectional study consisting of 200 respondents. In addition, the elements of the sample were Malaysian customers using health insurance products and services. Practical implications This study suggests that customers of health insurance products are more concerned with perceived service quality and perceived satisfaction. The role of religiosity also plays a dominant role. As a result, managers of the health insurance service providers need to focus more on benefits of service varieties centered toward their target customers in order to gain higher patronage decision of health insurance products. Originality/value The study sought to address the gap of religiosity aspects in health insurance products through intensive literature and offer a conceptual framework that tested service quality, customer’s satisfaction and religiosity in one integrated model under the perspective of health insurance industry. More importantly, it also examines the influence of religiosity on patronage behavior, thus shedding insights into the opportunities for understanding consumers in detail.

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Section: Introductionmentioning

confidence: 99%

Customer’s patronage decision toward health insurance products

Rahman

Fattah

Zaman

et al. 2018

APJML

Self Cite

View full text Add to dashboard Cite

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“…Further, customers’ response to the service is consistent with their attitude toward the company reputation. Abdelfattah et al ( 2015 ) and Rahman et al ( 2018 ) analyzed the relationship between service quality, customer’s satisfaction and religiosity on the customer’s purchase and patronage behavior toward health insurance. Nguyen ( 2010 ) highlighted the importance of competence and benevolence attitudes of service staff on customers’ perception of reputation of financial service firms.…”

Section: Literature Reviewmentioning

confidence: 99%

Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia

2021

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The aim of the study is to understand the role of insurance company reputation, performance, and positive/negative affect on health insurance policy customer retention and the moderating influence of customer inertia. A structured questionnaire was used for data collection. Covariance-based structural equation modeling was employed to assess the hypothesized relationships between the variables. The findings revealed that reputation, performance, and affect influenced customer retention in insurance sector. Positive affect had greater impact on customer retention in comparison to other constructs. Further, customer inertia was an important moderating influence on the negative affect for health insurance policy customer retention. To the best of our knowledge, the present study is the first of its kind that attempts to investigate customer inertia in the health insurance sector in an emerging market context, i.e., India. Customer inertia has not been much studied in light of company reputation, performance, and positive and negative affect in the health insurance milieu. The research findings may help health insurance companies understand the importance of reputation, performance, customer retention, and inertia while marketing insurance services.

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“…Despite the enormous research on service quality, there is a lack of any research combined service quality and client perceived value towards client loyalty within service sectors (Abdelfattah et al, 2015). Moreover, service qualities towards the clients' perceived value of services or products becomes more critical and need more emphasize from researchers within service sectors (Abdelfattah et al, 2015) and (Dobre et al, 2013). According to above previous empirical research (Zameer et al, 2015) and (Malik et al, 2011) current study hypothesis developed as:…”

Section: Service Qualitymentioning

confidence: 99%

The relationship between service quality, client satisfaction, perceived value and client loyalty: a case study of Fly Emirates

2020

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La lealtad del cliente es uno de los mayores desafíos para la industria de las aerolíneas. Por eso, los profesionales de marketing están buscando información sobre cómo desarrollar la lealtad del cliente. Este estudio explorará la relación entre la calidad del servicio, la satisfacción del cliente, el valor percibido y la lealtad del cliente en la industria aérea. El propósito de este estudio es desarrollar e implementar un método para que la aerolínea identifique atributos que aumentarán la lealtad del cliente. Unos 384 encuestados participan en este estudio y los cuestionarios se distribuyeron al azar entre los pasajeros que viajaban en Fly Emirates. En particular, un enfoque deductivo adaptado para recopilar información cuantitativa específica para aceptar o rechazar la hipótesis. El estudio actual aplica el modelo de ecuación estructural SEM-PLS para investigar la relación entre los constructos en el modelo propuesto. Este estudio encontró que la calidad del servicio tiene una relación positiva en la satisfacción de los pasajeros y la lealtad del cliente. Por otro lado tiene una relación negativa en el valor percibido y la lealtad del cliente. Los resultados de este estudio indicaron que la calidad del servicio y la satisfacción del pasajero son factores importantes que afectan a la lealtad del cliente. En conclusión, Fly Emirates debe ser capaz de comprender la importancia de la calidad del servicio y la satisfacción del pasajero para cumplir con la lealtad del cliente y mejorar la calidad del servicio que es más importante en la industria de las aerolíneas. Client loyalty is one of the biggest challenges for the airline industry and marketers are seeking information on how to build client loyalty. This study will explore the relationship between service quality, client satisfaction, perceived value and client loyalty in the airline industry. The purpose of this study is to develop and implement a method for airline to identify attributes that will increase client loyalty. 384 respondents participate in this study and questionnaires were distributed randomly to passengers traveling by Emirates. In particularly a deductive approach adapted to collect specific quantitative information to accept or reject the hypothesis. Current study applies Structural Equation Modeling SEM-PLS to investigate the relationship among the constructs in proposed model. This study found that service quality has appositive relationship on passengers’ satisfaction and client loyalty and negative relationship on perceived value and client loyalty. The results of this study indicated that service quality and passenger's satisfaction are important factors effect of client loyalty. In conclusion Emirates must be able to understand the importance of service quality and passenger's satisfaction to fulfill the client loyalty and improve the service quality that make most significant in airline industry.

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Assessing the antecedents of customer loyalty on healthcare insurance products: Service quality; perceived value embedded model

Cited by 27 publications

References 55 publications

Customer’s patronage decision toward health insurance products

Customer’s patronage decision toward health insurance products

Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia

The relationship between service quality, client satisfaction, perceived value and client loyalty: a case study of Fly Emirates

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