Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model

Ahmad Abdel Fattah, Fadi Abdel Muniem (2016) Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model. PhD thesis, Multimedia University.

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Abstract

Consumers’ loyalty has been viewed as a critical success factor for any business firms. The aim of this research is to investigate the effect of service quality attributes on consumers’ loyalty of healthcare insurance products. This study also seeks to determine if consumer's perceived value and consumer's satisfaction mediate the relationship. In addition, consumers switching behaviour intention is hypothesised to moderate the relationship between consomer satisfaction and consumers’ loyalty. This research is a cross-sectional study, using a self-administered questionnaire. A total of 525 usable returns were recived the cut-off date. Structural Equation Modelling (SEM) approach was used to analyse and test relationships among variables. The results show that consumer's satisfaction mediates the relationship between two service quality attributes (functional quality and technical quality) and consumers’ loyalty. However perceived value only mediates the relationship between firm’s image and consumers’ loyalty.

Item Type: Thesis (PhD)
Additional Information: Call No.: HF5415.5 F33 2016
Uncontrolled Keywords: Customer services--Quality control
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business > HF5410-5417.5 Marketing. Distribution of products
Divisions: Graduate School of Management (GSM)
Depositing User: Ms Nurul Iqtiani Ahmad
Date Deposited: 24 Aug 2016 08:27
Last Modified: 24 Aug 2016 08:27
URI: http://shdl.mmu.edu.my/id/eprint/6351

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