Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance
Okey Peter Onyia (),
Tina Harrison () and
Additional contact information
Taghreed Abu-Salim: Australian University of Wollongong in Dubai
Okey Peter Onyia: Australian University of Wollongong in Dubai
Tina Harrison: University of Edinburgh Business School
Valerie Lindsay: American University of Sharjah
Journal of Financial Services Marketing, 2017, vol. 22, issue 4, 173-186
Abstract This paper aims to contribute to the universal discourse on financial services continuance behavior by examining the impact of service cost on customers’ service-quality perception and service continuance intention. It presents the results of an empirical study that has explored the impacts of service cost, service quality, and customer satisfaction on health insurance customers’ behavioral intention toward continuing or discontinuing with their service providers. Very few studies had examined the impact of service cost on service-quality perception. Our study attempts to fill that gap. A sample of 820 customers was surveyed, and 624 usable responses were analyzed with ANOVA, standard multiple regression, and logistic regression. Our findings indicate that, although highly satisfied health insurance customers will most likely retain their current service providers, customer dissatisfaction does not necessarily lead to discontinuance. Our results also provide some operational implications for health insurance managers, with strategies for reducing attrition and improving customer retention.
Keywords: Service cost; Customer expectations; Service quality; Customer satisfaction; Behavioral intention; Health insurance (search for similar items in EconPapers)
References: View references in EconPapers View complete reference list from CitEc
Citations: Track citations by RSS feed
Downloads: (external link)
http://link.springer.com/10.1057/s41264-017-0035-4 Abstract (text/html)
Access to the full text of the articles in this series is restricted.
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
Persistent link: https://EconPapers.repec.org/RePEc:pal:jofsma:v:22:y:2017:i:4:d:10.1057_s41264-017-0035-4
Ordering information: This journal article can be ordered from
Access Statistics for this article
Journal of Financial Services Marketing is currently edited by Tina Harrison
More articles in Journal of Financial Services Marketing from Palgrave Macmillan
Bibliographic data for series maintained by Sonal Shukla ().