The antecendents and consequences of service quality in the health insurance industry in Saudi Arabia

The main purpose of this study was to investigate the antecedents and the consequences of service quality in the Saudi health insurance industry. Specifically, it aimed at investigating both the mediating effect of customer satisfaction on the relationship between perceived service quality and cu...

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Main Author:	Saad M, Alawni Mohammed
Format:	Thesis
Language:	eng eng
Published:	2015
Subjects:	HF5415.33 Consumer Behavior.
Online Access:	https://etd.uum.edu.my/5440/1/s93430.pdf https://etd.uum.edu.my/5440/2/s93430_abstract.pdf
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id	my-uum-etd.5440
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Yusoff, Rushami Zien Al-Swidi, Abdullah Kaid
topic	HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. Saad M, Alawni Mohammed The antecendents and consequences of service quality in the health insurance industry in Saudi Arabia
description	The main purpose of this study was to investigate the antecedents and the consequences of service quality in the Saudi health insurance industry. Specifically, it aimed at investigating both the mediating effect of customer satisfaction on the relationship between perceived service quality and customer loyalty, and the moderating effect of corporate image on the relationship between service quality and customer satisfaction. The motivation for this study was driven by the inconsistent findings in the literature concerning the relationships between the antecedent and the consequences variables related to perceived service quality. Due to these inconsistencies, a new research stream emerged which suggests investigating the effect of possible mediating and moderating variables that may better explain such inconsistencies. Accordingly, this study has integrated different theories such as the expectancy-disconfirmation theory, service quality theory and social exchange theory to map and position the possible relationships between the variables in the conceptual framework. The study utilized a survey questionnaire which was randomly distributed to 800 customers of 3 major insurance companies in Saudi Arabia. Out of the 420 returned questionnaires, 400 were found to be complete were and used in the analysis. Correlation and hierarchical regression analysis were used to analyze the direct and indirect relationship between the related variables in the study. The results revealed that communication, information and communication technology (ICT), customer knowledge and prior experience were positive determinants of perceived service quality. Moreover importantly, the mediating effect of customer satisfaction on the relationships between perceived service quality and customer loyalty was confirmed by the findings. This study also found that there was a moderating effect of corporate image on the relationship between service quality and customer satisfaction. Finally, managerial, policy and theoretical implications as well as directions for future research were discussed
format	Thesis
qualification_name	Ph.D.
qualification_level	Doctorate
author	Saad M, Alawni Mohammed
author_facet	Saad M, Alawni Mohammed
author_sort	Saad M, Alawni Mohammed
title	The antecendents and consequences of service quality in the health insurance industry in Saudi Arabia
title_short	The antecendents and consequences of service quality in the health insurance industry in Saudi Arabia
title_full	The antecendents and consequences of service quality in the health insurance industry in Saudi Arabia
title_fullStr	The antecendents and consequences of service quality in the health insurance industry in Saudi Arabia
title_full_unstemmed	The antecendents and consequences of service quality in the health insurance industry in Saudi Arabia
title_sort	antecendents and consequences of service quality in the health insurance industry in saudi arabia
granting_institution	Universiti Utara Malaysia
granting_department	School of Business Management
publishDate	2015
url	https://etd.uum.edu.my/5440/1/s93430.pdf https://etd.uum.edu.my/5440/2/s93430_abstract.pdf
_version_	1747827934491574272
spelling	my-uum-etd.54402021-04-05T01:06:35Z The antecendents and consequences of service quality in the health insurance industry in Saudi Arabia 2015 Saad M, Alawni Mohammed Yusoff, Rushami Zien Al-Swidi, Abdullah Kaid School of Business Management School of Business Management HF5415.33 Consumer Behavior. The main purpose of this study was to investigate the antecedents and the consequences of service quality in the Saudi health insurance industry. Specifically, it aimed at investigating both the mediating effect of customer satisfaction on the relationship between perceived service quality and customer loyalty, and the moderating effect of corporate image on the relationship between service quality and customer satisfaction. The motivation for this study was driven by the inconsistent findings in the literature concerning the relationships between the antecedent and the consequences variables related to perceived service quality. Due to these inconsistencies, a new research stream emerged which suggests investigating the effect of possible mediating and moderating variables that may better explain such inconsistencies. Accordingly, this study has integrated different theories such as the expectancy-disconfirmation theory, service quality theory and social exchange theory to map and position the possible relationships between the variables in the conceptual framework. The study utilized a survey questionnaire which was randomly distributed to 800 customers of 3 major insurance companies in Saudi Arabia. Out of the 420 returned questionnaires, 400 were found to be complete were and used in the analysis. Correlation and hierarchical regression analysis were used to analyze the direct and indirect relationship between the related variables in the study. The results revealed that communication, information and communication technology (ICT), customer knowledge and prior experience were positive determinants of perceived service quality. Moreover importantly, the mediating effect of customer satisfaction on the relationships between perceived service quality and customer loyalty was confirmed by the findings. This study also found that there was a moderating effect of corporate image on the relationship between service quality and customer satisfaction. Finally, managerial, policy and theoretical implications as well as directions for future research were discussed 2015 Thesis https://etd.uum.edu.my/5440/ https://etd.uum.edu.my/5440/1/s93430.pdf text eng public https://etd.uum.edu.my/5440/2/s93430_abstract.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Abdel-Wahab. (2008). Modeling Students’ Intention to Adopt E-Learning: A case from Egypt. EJISDC (2008) 34, 1, 1-13. Akbar M.M. & Parvez N. 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