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...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Human Resource Management Academic Research Society
2014
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/37465/ http://irep.iium.edu.my/37465/1/Service_Quality_and_Customers_Patronage_Decision_of_Healthcare_Insurance_Products1.pdf |
| _version_ | 1848781417818882048 |
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| author | Rahman, Muhammad Sabbir AbdelFattah, Fadi AbdelMuniem Mohamad, Osman |
| author_facet | Rahman, Muhammad Sabbir AbdelFattah, Fadi AbdelMuniem Mohamad, Osman |
| author_sort | Rahman, Muhammad Sabbir |
| building | IIUM Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T15:49:14Z |
| format | Article |
| id | iium-37465 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T15:49:14Z |
| publishDate | 2014 |
| publisher | Human Resource Management Academic Research Society |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 |
| 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 |
| title | 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_short | 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 |
| topic | HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products |
| 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 |