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

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 se...

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Main Authors:	Rahman, Muhammad Sabbir, AbdelFattah, Fadi AbdelMuniem, Mohamad, Osman
Format:	Article
Language:	English
Published:	Human Resource Management Academic Research Society 2014
Subjects:	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
Online Access:	http://irep.iium.edu.my/37465/ http://irep.iium.edu.my/37465/ http://irep.iium.edu.my/37465/1/Service_Quality_and_Customers_Patronage_Decision_of_Healthcare_Insurance_Products1.pdf

id	iium-37465
recordtype	eprints
spelling	iium-374652018-06-19T07:05:12Z http://irep.iium.edu.my/37465/ Service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach Rahman, Muhammad Sabbir AbdelFattah, Fadi AbdelMuniem Mohamad, Osman HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products 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. Human Resource Management Academic Research Society 2014-07 Article PeerReviewed application/pdf en http://irep.iium.edu.my/37465/1/Service_Quality_and_Customers_Patronage_Decision_of_Healthcare_Insurance_Products1.pdf 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 http://hrmars.com/index.php/pages/detail/Social-Sciences-Journal
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
spellingShingle	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products Rahman, Muhammad Sabbir AbdelFattah, Fadi AbdelMuniem Mohamad, Osman Service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach
description	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.
format	Article
author	Rahman, Muhammad Sabbir AbdelFattah, Fadi AbdelMuniem Mohamad, Osman
author_facet	Rahman, Muhammad Sabbir AbdelFattah, Fadi AbdelMuniem Mohamad, Osman
author_sort	Rahman, Muhammad Sabbir
title	Service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach
title_short	Service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach
title_full	Service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach
title_fullStr	Service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach
title_full_unstemmed	Service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach
title_sort	service quality and customers’ patronage decision of healthcare insurance products: in-depth interview approach
publisher	Human Resource Management Academic Research Society
publishDate	2014
url	http://irep.iium.edu.my/37465/ http://irep.iium.edu.my/37465/ http://irep.iium.edu.my/37465/1/Service_Quality_and_Customers_Patronage_Decision_of_Healthcare_Insurance_Products1.pdf
first_indexed	2023-09-18T20:53:45Z
last_indexed	2023-09-18T20:53:45Z
_version_	1777410166046588928

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

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