Impact of service quality and trust on customer patronage decision: testing the moderating effects of corporate image
The aim of this inquiry is to test the impact of service quality and trust on customers’ patronage intention under health insurance products in Malaysia. The research considers the moderating effects of corporate image in between, trust and customers’ patronage intention. In summation, this research...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English English English |
| Published: |
2014
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/39261/ http://irep.iium.edu.my/39261/ http://irep.iium.edu.my/39261/2/aceb2014_submission_43.pdf http://irep.iium.edu.my/39261/3/APIA_ACEB_ProgramBook.pdf http://irep.iium.edu.my/39261/10/impact_of_service_quality.pdf |
| Summary: | The aim of this inquiry is to test the impact of service quality and trust on customers’ patronage intention under health insurance products in Malaysia. The research considers the moderating effects of corporate image in between, trust and customers’ patronage intention. In summation, this research also examined the mediating impact of trust in between service quality and patronage intention of health insurance products in Malaysia. The outcomes indicated that all the paths were significant in their relationship except one. Even so the mediation impact of trust was partial rather full. Moreover, the result revealed that there is a moderating effect of corporate image of the structural model measuring the effects of trust on the customers’ patronage intention of health insurance products.
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