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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Main Author:	Ahmad Abdel Fattah, Fadi Abdel Muniem
Format:	Thesis
Published:	2016
Subjects:	HF5410-5417.5 Marketing Distribution of products
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id	my-mmu-ep.6351
record_format	uketd_dc
spelling	my-mmu-ep.63512016-08-24T08:27:27Z Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model 2016-03 Ahmad Abdel Fattah, Fadi Abdel Muniem HF5410-5417.5 Marketing. Distribution of products 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. 2016-03 Thesis http://shdl.mmu.edu.my/6351/ http://library.mmu.edu.my/diglib/onlinedb/dig_lib.php phd doctoral Multimedia University Graduate School of Management
institution	Multimedia University
collection	MMU Institutional Repository
topic	HF5410-5417.5 Marketing Distribution of products
spellingShingle	HF5410-5417.5 Marketing Distribution of products Ahmad Abdel Fattah, Fadi Abdel Muniem Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model
description	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.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Ahmad Abdel Fattah, Fadi Abdel Muniem
author_facet	Ahmad Abdel Fattah, Fadi Abdel Muniem
author_sort	Ahmad Abdel Fattah, Fadi Abdel Muniem
title	Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model
title_short	Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model
title_full	Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model
title_fullStr	Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model
title_full_unstemmed	Consumers’ Loyalty on Healthcare Insurance Products: Service Quality and Consumer Satisfaction Embedded Model
title_sort	consumers’ loyalty on healthcare insurance products: service quality and consumer satisfaction embedded model
granting_institution	Multimedia University
granting_department	Graduate School of Management
publishDate	2016
_version_	1747829633120731136

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

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