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Service Quality and Customers’ Patronage Decision of Healthcare Insurance Products: ?In-Depth Interview Approach

Author

Listed:
  • Muhammad Sabbir Rahman
  • Fadi AbdelMuniem AbdelFattah
  • Osman Bin Mohamad

Abstract

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.

Suggested Citation

  • Muhammad Sabbir Rahman & Fadi AbdelMuniem AbdelFattah & Osman Bin Mohamad, 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, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(7), pages 526-543, July.
    • Handle: RePEc:hur:ijarbs:v:4:y:2014:i:7:p:526-543
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    References listed on IDEAS

    as
    1. Ian Chaston, 2000. "Relationship Marketing and the Orientation Customers Require of Suppliers," The Service Industries Journal, Taylor & Francis Journals, vol. 20(3), pages 147-166, July.
    2. Prabha Ramseook-Munhurrun & Soolakshna D. Lukea-Bhiwajee & Perunjodi Naidoo, 2010. "Service Quality In The Public Service," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 37-50.
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    Cited by:

    1. Shodiya Olayinka ABIDEEN & Raji Olajide ALADE & Al’Hassan-Ewuoso HADIR OLASUNKANMI, 2023. "Secondary Health Care Service Quality and patients’ Satisfaction in Ogun state, Nigeria," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 1, pages 89-99.

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    More about this item

    Keywords

    Service Quality; Patronage Intention; Corporate Image; Perceived Value;
    All these keywords.

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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