Abstract
ABSTRACT Purpose The communities of the world need health insurance services during and after COVID-19. This study aims to evaluate the perspectives on the service quality of health insurance companies by expanding the service quality model based on the disconfirmation expectation theory. Methodology This proposed model adds various factors like sales agents, trust, and service delivery to the service quality model. The questionnaires were distributed to health insurance policyholders. The descriptive research study, structural equation modelling, was used to analyse the data. Four hundred and eighteen respondents' data were collected using a convenient sampling method from June 2021 to December 2021. Findings The dimension of service quality was confirmed, except for reliability. Reliability has shown a negative impact on consumer satisfaction. Trust seems to be the most influential dimension for consumer satisfaction in the proposed model. Service delivery has a positive impact on customer satisfaction, but sales agents have a negative impact on customer satisfaction. Hence, health insurance companies must improve the service quality of their sales agents. Originality The novelty of this research paper lies in the expansion of the service quality model, based on the disconfirmation expectation theory, to evaluate the service quality of health insurance companies.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
