Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model
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 an...
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| Format: | Thesis |
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2016
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| Summary: | 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. |
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