Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products

Panigrahi, Shrikant; Azlinna, Azizan Noor; Waris, Muhammad

doi:10.17010/ijom/2018/v48/i1/120734

Cited by 40 publications

(43 citation statements)

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“…Risk aversion instrument in section E was adapted from financial risk tolerance questionnaire of Jacobs-Lawson & Hershey (2005). Section F of the questionnaire measured respondent's evaluation on the sales agent which effected their insurance purchasing behavior were also based on previous literatures (Bieck et al, 2012;Chimedtseren & Safari, 2016;Hasyim, 2017;Panigrahi et al, 2018;Yu & Tseng, 2016). Five items were identified to measure the persuasion construct in section G based on the literature review which is trustworthy, emotion, clarity, persistent and overall persuasion (Bieck et al, 2012;Boubehrezh & Iraji, 2013;Gadzhiyeva & Sager, 2017).…”

Section: Methodsmentioning

confidence: 99%

The demand for life insurance in a developing country and the mediating role of persuasion

Low

Nathan

Gorgenyi-Hegyes

et al. 2021

Journal of International Studies

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This study examines the demand for life insurance in a rapidly developing economic environment in South East Asia, focusing on Malaysia. The study extends the Elaboration Likelihood Model (ELM) by introducing a mediating variable 'Persuasion' in examining the demand for life insurance among policy buyers. Fuelled by the recent COVID-19 pandemic, the life insurance market is expected to grow significantly and the role of the state and regulatory body to regulate this process would be pivotal. Given the increasing significance of this industry both before and after the epidemic, this study identifies seven research variables from previous literature sources related to finance and international insurance, including financial literacy, saving motives, religiosity, risk aversion, agent, persuasion and purchase intention of life insurance. A causal research design is used to formulate research framework and testable hypotheses for this study. Data collection encompasses face to face interviews with 385 life insurance policy holders between May 2019 and March 2020 by using a survey

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Section: Methodsmentioning

confidence: 99%

The demand for life insurance in a developing country and the mediating role of persuasion

Low

Nathan

Gorgenyi-Hegyes

et al. 2021

Journal of International Studies

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“…Hwang (2014) and Zhao et al (2018) opined that aptitude, kindness and reliability are vital predecessor issues that influence a person's payment decision and use of the online platform. Panigrahi et al (2018) found that trust has a positive impact on the intention to purchase life insurance products. Therefore, quality of service and trust are essential instruments to attract the customer and influence the purchase of products in insurance companies.…”

Section: Trust and Purchase Intentionmentioning

confidence: 99%

The underlying drivers of household purchase behaviour of life insurance

Masud¹,

Ahsan²,

Ismail³

et al. 2021

SBR

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Purpose Life insurance remains an essential part of financial and social security. The insurance penetration rate is high in the developed countries but very low in developing countries such as Malaysia, with only 4.8% penetration and extremely low underwritings. Therefore, this study aims to scrutinize the underlying determinants of a household purchase behaviour of life insurance. Design/methodology/approach The data generated from the administration of survey questionnaires to 325 households were analysed, using structural equation modelling to obtain the research purposes. Findings The analysis reveals that the knowledge of life insurance, attitudes towards life insurance, subjective norms (SN), trust and risk perception, affect the tendency of a household to purchase life insurance. The results of this study also highlight that households’ purchase-propensity influences the purchase behaviour of life insurance. Concurrently, the intention to purchase has mediating effects on explanatory variables and purchase behaviour. Originality/value This paper established awareness, SN, perceived behavioural control, trust and risk perception as the key determinants promoting positive attitudes towards purchasing life insurance. The findings of this study can be successfully applied to different stakeholders in a similar context. This study suggests that the managers of life insurance companies should adjust their policy guidelines in accordance with the positive relationship between the constructs and consumers’ intention to purchase life insurance.

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“…Trust has a powerful impact on price fairness, and when the digitalized corporations are satisfied with the features of the online portal and realize that features are near to their expectations, then they pay for this service (Mandira et al, 2018). Panigrahi et al (2018) concluded that trust significantly impacts digitalized corporation's purchase and paying determination. Some studies depicted a positive affiliation between pricing and trust (Guspul, 2014).…”

Section: Relating Price Fairness To Trustmentioning

confidence: 99%

Mediated Model of Digitalized Corporations in the Context of Price Fairness and Customer Perceived Quality

Arshad

Danish

Hasnain

et al. 2021

HSSR

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Abstract Purpose of the study: This research is conducted on the digital marketing industry flourished by digitalized corporations, based on their websites and different social media channels. In this study, we tried to determine the behavior of digitalized corporations in the context of price fairness and customer perceived quality. We also examined the trust of the digitalized corporations, satisfaction, and loyalty with the online portals. Methodology: This study uses cross-sectional data of CEOs and other authorities of digitalized corporations. SPSS version 22 and AMOS version 21 are used for data analysis. Data is collected by distributing 400 questionnaires for this quantitative study. The convenience sampling technique is used for data collection. Main Findings: After analyzing the collected data, we found that price fairness is a more favorable factor than customer perceived quality. Trust and customer satisfaction are also important factors to generate loyalty. If online portals make their policies friendly for the digitalized corporations in pricing, they can get many customers on their platform. Hence, they can get a high volume of business opportunities. Novelty/Originality of the study: The previous research regarding social media is generally based on consumers’ behavior in favor of digitalized corporations, while we examined digitalized corporations' behavior regarding digital marketing techniques in the Pakistani context. The relationship between online portals and digitalized corporations was investigated. Applications of the study: This study is significant for the digitalized corporations in observing the fair dealing of online portals in the context of perceived quality and fair pricing. Then digitalized corporations develop trust with these portals and finally become loyal. This study recommends online portals focus on their pricing policies to enhance customer satisfaction.

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Investigating the Empirical Relationship Between Service Quality, Trust, Satisfaction, and Intention of Customers Purchasing Life Insurance Products

Cited by 40 publications

References 0 publications

The demand for life insurance in a developing country and the mediating role of persuasion

The demand for life insurance in a developing country and the mediating role of persuasion

The underlying drivers of household purchase behaviour of life insurance

Mediated Model of Digitalized Corporations in the Context of Price Fairness and Customer Perceived Quality

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