{"title":"The impact of quality on health-insurance users' satisfaction in Saudi Arabia: the mediating role of brand image and utilitarian value","authors":"Safinaz Hassan Abourokbah, Khalid Sami Husain","doi":"10.1108/ijqrm-07-2022-0209","DOIUrl":null,"url":null,"abstract":"Purpose This study assesses the quality of health-insurance services and their impact on customer satisfaction, examining the mediating role of utilitarian value and brand image in this relationship. Design/methodology/approach Survey data were collected from 345 health-insurance companies' customers selected through convenience sampling and were analyzed using SmartPLS. Findings Service quality statistically significantly influences customer satisfaction with health insurance in Saudi Arabia, whereas brand image and utilitarian value partially mediate this relationship. The structural path between service quality and brand image was statistically significant and positive. The utilitarian dimension positively affects customer satisfaction and service quality. Practical implications This study is significant to the management, as it provides insight into the expectations of health-insurance users. The focus is to gain a competitive advantage by improving customer service and brand image. Originality/value This investigation contributes to the field by exploring the mediating role of utilitarian value and brand image in the relationship between health-insurance quality and customer satisfaction based on the information provided by insurance policyholders in Saudi Arabia.","PeriodicalId":14193,"journal":{"name":"International Journal of Quality & Reliability Management","volume":null,"pages":null},"PeriodicalIF":2.7000,"publicationDate":"2023-10-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Quality & Reliability Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1108/ijqrm-07-2022-0209","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"MANAGEMENT","Score":null,"Total":0}
引用次数: 0
Abstract
Purpose This study assesses the quality of health-insurance services and their impact on customer satisfaction, examining the mediating role of utilitarian value and brand image in this relationship. Design/methodology/approach Survey data were collected from 345 health-insurance companies' customers selected through convenience sampling and were analyzed using SmartPLS. Findings Service quality statistically significantly influences customer satisfaction with health insurance in Saudi Arabia, whereas brand image and utilitarian value partially mediate this relationship. The structural path between service quality and brand image was statistically significant and positive. The utilitarian dimension positively affects customer satisfaction and service quality. Practical implications This study is significant to the management, as it provides insight into the expectations of health-insurance users. The focus is to gain a competitive advantage by improving customer service and brand image. Originality/value This investigation contributes to the field by exploring the mediating role of utilitarian value and brand image in the relationship between health-insurance quality and customer satisfaction based on the information provided by insurance policyholders in Saudi Arabia.
期刊介绍:
In today''s competitive business and industrial environment, it is essential to have an academic journal offering the most current theoretical knowledge on quality and reliability to ensure that top management is fully conversant with new thinking, techniques and developments in the field. The International Journal of Quality & Reliability Management (IJQRM) deals with all aspects of business improvements and with all aspects of manufacturing and services, from the training of (senior) managers, to innovations in organising and processing to raise standards of product and service quality. It is this unique blend of theoretical knowledge and managerial relevance that makes IJQRM a valuable resource for managers striving for higher standards.Coverage includes: -Reliability, availability & maintenance -Gauging, calibration & measurement -Life cycle costing & sustainability -Reliability Management of Systems -Service Quality -Green Marketing -Product liability -Product testing techniques & systems -Quality function deployment -Reliability & quality education & training -Productivity improvement -Performance improvement -(Regulatory) standards for quality & Quality Awards -Statistical process control -System modelling -Teamwork -Quality data & datamining