The impact of quality on health-insurance users' satisfaction in Saudi Arabia: the mediating role of brand image and utilitarian value

IF 2.7 Q2 MANAGEMENT
Safinaz Hassan Abourokbah, Khalid Sami Husain
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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.
沙特阿拉伯健康保险用户满意度的质量影响:品牌形象和功利价值的中介作用
目的本研究评估医疗保险服务质量及其对顾客满意度的影响,并检验功利价值和品牌形象在此关系中的中介作用。设计/方法/方法通过方便抽样的方式从345家健康保险公司的客户中收集调查数据,并使用SmartPLS进行分析。结果服务质量显著影响沙特阿拉伯健康保险客户满意度,而品牌形象和实用价值在此关系中起部分中介作用。服务质量与品牌形象的结构路径呈显著正相关。功利维度正向影响顾客满意和服务质量。实际意义本研究对管理有重要意义,因为它提供了洞察健康保险使用者的期望。重点是通过改善客户服务和品牌形象来获得竞争优势。原创性/价值本研究基于沙特阿拉伯投保人提供的信息,通过探索功利价值和品牌形象在健康保险质量与顾客满意度关系中的中介作用,为该领域做出了贡献。
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来源期刊
CiteScore
5.60
自引率
12.00%
发文量
53
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
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