Forging relationships with services: The antecedents that have an impact on behavioural outcomes in the life insurance industry

Abstract

The extent to which service quality is linked to satisfaction, value and behavioural outcomes continues to be debated in the literature. This research investigated two models involving the linkages between service quality, satisfaction, perceived value, repurchase intention and willingness to recommend to others. The life insurance industry was chosen as the industry for investigation since it is virtually a pure service with little tangibility and high credence properties. Data were collected in Singapore in response to concerns about broadening understanding of these variables cross-culturally. Results of path analysis indicate that service quality has an indirect relationship with behavioural outcome measures via satisfaction and value. The study found that satisfaction was positively associated with customers\u27 re-purchase intentions but its relationship with customers\u27 willingness to recommend to others was relatively weak. This finding has important marketing implications as word-of-mouth has previously been found to have significant influence on customers\u27 purchase decisions

Finding the sweet spot: A two industry study using the zone of tolerance to identify determinant service quality attributes

“…Extant research shows that purchase intentions, loyalty, and recommending behaviour (ie positive WOM) are positively correlated with service quality and satisfaction. This finding is reflected in research by Cronin et al 28 and Durvasula et al 29 while context-specific studies done, for example in hospitals, the hospitality industry and schools also arrive at the same conclusion. [30][31][32] …”

An analysis of the relationship between quality and user acceptance in smartphone apps

“…Although theirs is a comprehensive information system model, it clearly needs further validation before it can serve as a model for m-commerce processes such as mobile apps-based banking. Thus far, the DeLone and McLean IS success model has not been empirically validated in the smartphone-based mobile environment and is not fully consistent with the belief-attitude-behaviour chain that is typically used in consumer behaviour studies (Parasuraman and Grewal 2000;Durvasula et al 2004). Therefore, the further research is required to reconcile the model with an individual behaviour model that explains system use behaviour.…”

Customer value from a customer perspective: a comprehensive review

“…This relationship has also been found, and reconfirmed empirically in the context of CV. It is assumed that quality is a significant factor in both CV and CS (Patterson and Spreng 1997;Sirohi et al 1998;Oh 1999;Cronin et al 2000, Ball et al 2004Durvasula et al 2004). In addition to an indirect effect by means of CV moderating influences, the quality of a product or service also directly influences CS.…”