Influence of service quality on consumer loyalty: a mediation analysis of health insurance

Formation mechanism of residents' intention to purchase commercial health insurance: the moderating effect of environmental pollution perception

Aim

With the development of the social economy, commercial health insurance in China has gradually been recognized by residents, but it is still in the initial stage of the market. To identify influencing factors of residents' intention to purchase commercial health insurance and to explore the influencing mechanism and heterogeneity of intention, this study aimed to reveal the formation mechanism of intention to purchase commercial health insurance.

Methods

This study introduced water and air pollution perceptions as moderating variables and, constructed a theoretical framework combining the stimulus-organism-response model and the theory of reasoned action models. The structural equation model was developed, and multigroup analysis and moderating effect analysis were carried out.

Results

The results show that advertising marketing and the behavior of relatives and friends positively influence cognition. Cognition, as well as advertising marketing and behavior of relatives and friends, has a positive impact on attitude. Furthermore, purchase intention is positively affected by cognition and attitude. Both gender and residence play a significant moderating role in influencing purchase intention. Air pollution perceptions positively moderate the path from  attitude to purchase intention.

Conclusion

The validity of the constructed model was verified and could be used to predict the willingness of residents to purchase commercial health insurance. Furthermore, policy recommendations to promote the further development of commercial health insurance were proposed. This study provides a valuable reference for insurance companies to expand the market and for the government to improve commercial insurance policies.

How The TQM Journal has addressed “quality”: a literature review using bibliometric analysis

Purpose

This study investigates the overall publications of The TQM Journal since its inception with an aim to identify the trending topics and emerging trends.

Design/methodology/approach

The quantitative bibliometric and social network analysis techniques composed of keywords, co-occurrence network and keyword cluster detection are employed to conduct the investigation. A total of 968 papers published in The TQM Journal till August 2022 were sourced from the SCOPUS database to conduct the analysis.

Findings

The research identifies five themes from the published articles namely, customer service experience and satisfaction; quality management and organizational performance; quality measurement tools and models; quality and sustainable development; and quality and competitive advantage. The study also identifies the most significant articles, authors and countries published in the journal and shows that Industry 4.0 is the trending topic and quality 4.0 the new emerging trend in the journal.

Research limitations/implications

The analysis is carried out only for papers published in The TQM Journal till August 2022; those after this month are not included in the analysis. The outcome of this study is dynamic in nature and subject to change over time as more papers, citations and collaborations are added to the list.

Originality/value

This is the first article of its kind to explore The TQM Journal publications with an aim to identify trending and emerging topics and also the most valuable authors based on the number of publications and citations through the bibliometric analysis.

Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Purpose

This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.

Design/methodology/approach

A conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.

Findings

The results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.

Research limitations/implications

This research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.

Originality/value

This paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

Telecommunications service quality, customer satisfaction and customer loyalty in pandemic times

Purpose

This study aims to empirically explore telecommunications service quality (SQ) and its impact on the customer loyalty (CL) through a mediating impact of customer satisfaction (CS) during the COVID-19 pandemic crisis.

Design/methodology/approach

A survey was conducted involving 384 customers of telecommunications service providers in Egypt. The hypothesized direct relationships were tested through regression analysis, and the mediating effect was tested using structural equation modeling technique.

Findings

The results reveal a strong positive relationship of SQ dimensions, CS and CL. Reliability, privacy and security and convenience, respectively, proved to increase CS and CL more than the other SQ dimensions, particularly during COVID-19. Moreover, CS was found to significantly and fully mediate the effect of SQ on CL.

Research limitations/implications

This is an empirical research applied in the Egyptian telecommunications setting. Its relationships need further investigation in other settings and countries. Also, traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects.

Practical implications

In strategic planning of telecommunications services and the associated consumer behavior, the results of this study can be helpful for policymakers. In case of similar epidemics and natural calamities, consumers may depict similar behavior as shown during the lockdown and social distancing during COVID-19; hence, this study can help regulatory bodies in preparing their safety roadmap.

Originality/value

This study contributes to the body of knowledge in enhancing the understanding on the impact of telecommunications SQ on CS and loyalty, particularly during the COVID-19 pandemic crisis.

Impact of Service Quality on In-Patients' Satisfaction, Perceived Value, and Customer Loyalty: A Mixed-Methods Study from a Developing Country

PURPOSE

Recent literature on healthcare quality demands more contextualized and patient-perspective research, as models from developed countries are not suitable for developing countries. Moreover, research on private healthcare services in Vietnam has long been underestimated by academia, but it has significant economic and commercial value. Hence, this study explores the dimensions of service quality in private healthcare and how they impact in-patient satisfaction, perceived value, and customer loyalty in Vietnam.

METHODS

This mixed-method study had a sample size of five inpatients for the qualitative phase and 368 inpatients for the quantitative phase from hospitals in Vietnam. The qualitative analysis explores service quality dimensions in private healthcare and incorporates them with the literature to develop a conceptual model. The quantitative phase tests the relationship between each construct in the conceptual model via structural equation modeling.

RESULTS

The four dimensions of service quality were emotion, function, social influence, and trust. Most of these dimensions have a significant impact on customer perceived value and satisfaction. However, emotion does not significantly influence customer perceived value, and function does not considerably impact customer satisfaction. In addition, social influence is an underrepresented variable in the service quality literature, but it has the most substantial impact on customer perceived value and customer satisfaction. The quantitative results also confirm that customer satisfaction and customer perceived value significantly impact customer loyalty (word-of-mouth and revisit intention); however, customer perceived value does not significantly impact customer satisfaction.

CONCLUSION

The study suggests that private healthcare providers and the government in Vietnam should allocate resources to improve service quality. Practitioners should invest in social branding and e-services to reach out to their customers. Future research should focus on a cost-benefit analysis and compare the effectiveness of service quality dimensions on customer behavioral intention.