Service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach

Rahman, Muhammad Sabbir and AbdelFattah, Fadi AbdelMuniem and Mohamad, Osman (2014) Service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach. International Journal of Academic Research in Business and Social Sciences, 4 (7). pp. 526-544. ISSN 2222-6990

PDF (Journal Publication) - Published Version Restricted to Repository staff only Download (884kB) | Request a copy

Abstract

The purpose of this qualitative research is to explore the role of service quality on customers’ patronage decision of Malaysian health insurance products. Through a critical review of the literature about service quality and customers’ patronage intention this research proposed a relationship of service quality, customer’s satisfaction, perceived value and corporate image on customer’s patronage intention. This research applied qualitative approach (in-depth interview) from 20 participants. This research is also the starting point for better understanding, in a dynamic way to discover the role of service quality on customers’ patronage decision of Malaysian healthcare insurance products. The outcome of this study allows researchers and policy makers to specify the antecedents of the service quality, customer satisfaction, perceived value and corporate image towards the clients’ patronage purpose in health insurance products in Malaysia, which has not previously explored yet.

Item Type:	Article (Journal)
Additional Information:	7172/37465 International Journal of Academic Research in Business and Social Sciences has linked its papers to references by DOIs assigned by Crossref, UK. Australian Research Council (Excellence in Research for Australia)(ERA) UlrichWeb (Global Serial Directory), USA Cabells Directories, USA ProQuest, United Kingdom Index Copernicus, Poland EBSCO
Uncontrolled Keywords:	Service quality, customers’ patronage decision, healthcare insurance products, interview approach
Subjects:	H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5410 Marketing. Distribution of products
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Languages and Management
Depositing User:	Dr Muhammad Sabbir Rahman
Date Deposited:	11 Aug 2014 11:48
Last Modified:	19 Jun 2018 15:05
URI:	http://irep.iium.edu.my/id/eprint/37465

Actions (login required)

View Item