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The influence of service quality on customer patronage intention: the moderating ‎effects of firm's image

Rahman, Muhammad Sabbir and Abdel Fattah, Fadi Abdel Muniem (2016) The influence of service quality on customer patronage intention: the moderating ‎effects of firm's image. In: International Language and Tourism Conference 2016 (ILTC 2016), 21st-22nd January 2016, Kuala Lumpur. (Unpublished)

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Abstract

This article seeks to introduce the influence of service quality on customer patronage intention of exploring the moderating role of firm’s image from the perspective of health insurance customers. In testing the hypotheses this research applied a self-administered survey technique to collect the data from the customers of health care insurance service providers from the Klang Valley area, Malaysia. Structural ‎Equation Modelling (SEM) approach was used to analyze and test relationships among proposed variables. The findings of this study indicated that all paths of the proposed relationship were significant. Despite that the mediation impact of customers' satisfaction was partial rather full. Moreover, the result also revealed that there is a moderating influence of firm's image in the relationship between customers' satisfaction and customers’ patronage intention. Since there was a lack of such research in Malaysian healthcare insurance context, this study can provide theoretical contribution and a managerial basis for future researchers as well as implications for the managers.

Item Type: Conference or Workshop Item (UNSPECIFIED)
Additional Information: 7112/49720
Uncontrolled Keywords: service quality, customer patronage, firm’s image,health insurance customers
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: Kulliyyah of Languages and Management
Depositing User: Dr Muhammad Sabbir Rahman
Date Deposited: 31 Mar 2016 11:31
Last Modified: 23 May 2018 15:04
URI: http://irep.iium.edu.my/id/eprint/49720

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