The influence of service quality on customer patronage intention: the moderating effects of firm's image
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 da...
| Main Authors: | , |
|---|---|
| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2016
|
| Subjects: | |
| Online Access: | http://irep.iium.edu.my/49720/ http://irep.iium.edu.my/49720/ http://irep.iium.edu.my/49720/4/49720.pdf |
| id |
iium-49720 |
|---|---|
| recordtype |
eprints |
| spelling |
iium-497202018-05-23T07:04:55Z http://irep.iium.edu.my/49720/ The influence of service quality on customer patronage intention: the moderating effects of firm's image Rahman, Muhammad Sabbir Abdel Fattah, Fadi Abdel Muniem HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products 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. 2016-01-21 Conference or Workshop Item NonPeerReviewed application/pdf en http://irep.iium.edu.my/49720/4/49720.pdf 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) http://www.iium.edu.my/iltc2016 |
| 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 Abdel Fattah, Fadi Abdel Muniem The influence of service quality on customer patronage intention: the moderating effects of firm's image |
| description |
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. |
| format |
Conference or Workshop Item |
| author |
Rahman, Muhammad Sabbir Abdel Fattah, Fadi Abdel Muniem |
| author_facet |
Rahman, Muhammad Sabbir Abdel Fattah, Fadi Abdel Muniem |
| author_sort |
Rahman, Muhammad Sabbir |
| title |
The influence of service quality on customer patronage intention: the moderating effects of firm's image |
| title_short |
The influence of service quality on customer patronage intention: the moderating effects of firm's image |
| title_full |
The influence of service quality on customer patronage intention: the moderating effects of firm's image |
| title_fullStr |
The influence of service quality on customer patronage intention: the moderating effects of firm's image |
| title_full_unstemmed |
The influence of service quality on customer patronage intention: the moderating effects of firm's image |
| title_sort |
influence of service quality on customer patronage intention: the moderating effects of firm's image |
| publishDate |
2016 |
| url |
http://irep.iium.edu.my/49720/ http://irep.iium.edu.my/49720/ http://irep.iium.edu.my/49720/4/49720.pdf |
| first_indexed |
2023-09-18T21:10:16Z |
| last_indexed |
2023-09-18T21:10:16Z |
| _version_ |
1777411205442306048 |