Customer’s patronage decision toward health insurance products

Rahman, Muhammad Sabbir; Fattah, Fadi Abdel Muniem Abdel; Zaman, Mahmud Habib; Hassan, Hasliza

doi:10.1108/apjml-12-2016-0248

Cited by 12 publications

(12 citation statements)

References 124 publications

(103 reference statements)

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“…Religion is an important predictor of fundamental values. Prior research has shown that religion can strongly influence core value development and hinders the use of unethical products (Quoquab et al , 2017), and consumer motivation to purchase ethically which, in turn, shapes consumption behaviour (Rahman et al , 2018; Minton and Kahle 2013). So, various sellers recurrently use belief cues as marketing tactics to certify positive consumer attitudes by developing consumer trust in their products and services.…”

Section: Mediating Role Of Trustmentioning

confidence: 99%

Factors that influence individuals’ intentions to purchase family takaful mediating role of perceived trust

Aziz¹,

Husin²,

Hussin³

et al. 2019

APJML

103

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Purpose The purpose of this paper is to investigate the factors that affect one’s attitude and intentions towards family takaful schemes, apart from evaluating the mediating role of perceived trust in the relationship between perceived religiosity and attitude towards family takaful. Most prior studies have considered religiosity as an individual’s tendency to be religious. However, the present study employed perceived religiosity as one’s perception regarding shariah compliance practices of family takaful schemes. Moreover, this study examines the direct relationship between perceived religiosity and attitude and the indirect relationship between perceived religiosity and trust. Design/methodology/approach A sample of 224 salaried individuals was selected with an age range of 24–50. Variance-based partial least squares structural equation modelling was employed for data analysis. Findings The results showed that knowledge and perceived usefulness (PU) had significantly positive relationships with attitude towards family takaful schemes. Perceived trust completely mediated the relationship between perceived religiosity and attitude towards family takaful. Attitude was positively related to purchase intention regarding family takaful. Practical implications The findings of the study are important for Islamic financial institutions, especially for takaful companies to revamp their marketing strategies. With enhanced understanding regarding consumer behaviour, takaful companies can sell their products in a more effective manner to increase their market share. Originality/value Behavioural aspects regarding the purchase of Islamic insurance products have yet to be profoundly explored in the literature. The indirect relationship between perceived religiosity and trust is established in this study. The study contributes to the field of consumer behaviour and marketing of Islamic financial products.

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Section: Mediating Role Of Trustmentioning

confidence: 99%

Factors that influence individuals’ intentions to purchase family takaful mediating role of perceived trust

Aziz¹,

Husin²,

Hussin³

et al. 2019

APJML

103

View full text Add to dashboard Cite

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“…Providing a diverse range of banking products and services with a more varied financial scheme makes Sharia banking become an alternative for a credible banking system that can be enjoyed by all Indonesians without exception. Based on demands of high service quality performance, customers have high expectations to service quality performance (Rahman et al, 2018). There is still a gap between service performances received with services expected by customer.…”

Section: Introductionmentioning

confidence: 99%

Muslim customer perceived value on customer satisfaction and loyalty: Religiosity as a moderation

Rahayu¹,

Setiawan²,

Irawanto³

et al. 2020

10.5267/j.msl

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This study aims to determine the effect of Muslim customer perceived value on customer satisfaction and customer loyalty of sharia banking and religiosity role in moderating the existing effect. The study population includes all customers of Sharia banking. Total samples of 104 respondents are selected by accidental sampling technique. To know and to test the research hypothesis, data are analyzed by partial least square (PLS). This study has four results. First, the Muslim customer perceived value (MCPV) variable directly affects customer satisfaction. It consists of price, emotional values, and social values variables. While the quality, Islamic physical attributes, and Islamic non-physical attributes variables directly do not affect satisfaction of Islamic banking customers. Second, Muslim customer perceived value (MCPV) variable directly affects customer loyalty. It consists of price, emotional value, physical and non-physical attributes of Islam. Moreover, quality and social value variables directly do not affect loyalty of sharia banking customers. Third, satisfaction only mediates the effect of price, emotional value, and social value variables on the loyalty of sharia banking customers. Satisfaction does not mediate the effect of quality, Islamic physical attributes, and Islamic nonphysical attributes affect the loyalty of sharia banking customers. Forth, Religiosity does not moderate the effect of Muslim customer perceived value (MCPV) variable, namely Islamic physical attributes and Islamic nonphysical attributes, on satisfaction of sharia banking customers.

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“…The SERVQUAL has shown its efficacy in evaluating consumers' genuine impressions of SQ in a variety of domains, including hospitals, hotels, educational institutions, retail stores, and insurance providers (Alharbi, 2017;Ali et al, 2018;Shafiq et al, 2019;Sharma, 2015). It has also been utilized, tested, and developed in the health-insurance sector (Abu-Salim et al, 2017;Rahman et al, 2018). Thus, its adoption in the present study is justified.…”

Section: Theoretical Background 21 Service Quality (Sq)mentioning

confidence: 96%

“…It has also been utilized, tested, and developed in the health-insurance sector (Abu-Salim et al. , 2017; Rahman et al. , 2018).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

The impact of quality on health-insurance users' satisfaction in Saudi Arabia: the mediating role of brand image and utilitarian value

Abourokbah,

Husain

2023

IJQRM

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PurposeThis study assesses the quality of health-insurance services and their impact on customer satisfaction, examining the mediating role of utilitarian value and brand image in this relationship.Design/methodology/approachSurvey data were collected from 345 health-insurance companies' customers selected through convenience sampling and were analyzed using SmartPLS.FindingsService quality statistically significantly influences customer satisfaction with health insurance in Saudi Arabia, whereas brand image and utilitarian value partially mediate this relationship. The structural path between service quality and brand image was statistically significant and positive. The utilitarian dimension positively affects customer satisfaction and service quality.Practical implicationsThis study is significant to the management, as it provides insight into the expectations of health-insurance users. The focus is to gain a competitive advantage by improving customer service and brand image.Originality/valueThis investigation contributes to the field by exploring the mediating role of utilitarian value and brand image in the relationship between health-insurance quality and customer satisfaction based on the information provided by insurance policyholders in Saudi Arabia.

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Customer’s patronage decision toward health insurance products

Cited by 12 publications

References 124 publications

Factors that influence individuals’ intentions to purchase family takaful mediating role of perceived trust

Factors that influence individuals’ intentions to purchase family takaful mediating role of perceived trust

Muslim customer perceived value on customer satisfaction and loyalty: Religiosity as a moderation

The impact of quality on health-insurance users' satisfaction in Saudi Arabia: the mediating role of brand image and utilitarian value

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