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Linking Cooperative Health Insurance Service Characteristics to Expatriates’ Satisfaction: Mediating Role of Customer Knowledge

Author

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  • Mubarak Aldosari

    (School of Economics, Finance & Banking Universiti Utara Malaysia, 06010 UUM, Sintok, Kedah Darul Aman, Malaysia,)

  • Yusnidah Ibrahim

    (School of Economics, Finance & Banking Universiti Utara Malaysia, 06010 UUM, Sintok, Kedah Darul Aman, Malaysia,)

  • Norlida Binti Abdul Manab

    (School of Economics, Finance & Banking Universiti Utara Malaysia, 06010 UUM Sintok, Kedah Darul Aman, Malaysia)

  • Ebrahim Mohammed Al-Matari

    (School of Accountancy, College of Business, Universiti Utara Malaysia, Malaysia,)

  • Ebrahim Mohammed Al-Matari

    (Amran University, Yemen,)

  • Eqab Aiyadh Alotaibi

    (Jeddah Health Directrate, Ministry of Health, Saudi Arabia.)

Abstract

Extant empirical research has established a significant and positive relationship between cooperative health insurance (CHI) service characteristics and expatriates’ satisfaction. The present study investigated the psychological mechanism underlying these relationships by incorporating customer knowledge as a mediating variable. A self-report survey-based was used to collect data from 384 expatriates employed by both service and manufacturing organizations located in five main regions of Saudi Arabia, representing Central region, the Eastern region, the Western region, the Northern region and the Southern region. Using partial least squares structural equation modeling, we found a significant positive relationship between availability of CHI service is positively related to expatriates’ satisfaction. Similarly, the results indicated that perceived service quality of CHI had a significant positive relationship with expatriates’ satisfaction. As expected, customer knowledge was found to mediate the relationship between availability of CHI service and expatriates’ satisfaction. In addition, we also found customer knowledge to be a significant mediating variable between perceived service quality of CHI and expatriates’ satisfaction. Implications of the study in the Saudi Arabian context have been discussed.

Suggested Citation

  • Mubarak Aldosari & Yusnidah Ibrahim & Norlida Binti Abdul Manab & Ebrahim Mohammed Al-Matari & Ebrahim Mohammed Al-Matari & Eqab Aiyadh Alotaibi, 2016. "Linking Cooperative Health Insurance Service Characteristics to Expatriates’ Satisfaction: Mediating Role of Customer Knowledge," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 1013-1019.
    • Handle: RePEc:eco:journ3:2016-04-48
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    References listed on IDEAS

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    Cited by:

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    More about this item

    Keywords

    Product Characteristics; Service Characteristics; Perceived Service Quality; Customer Knowledge; Expatriates’ Satisfaction;
    All these keywords.

    JEL classification:

    • I13 - Health, Education, and Welfare - - Health - - - Health Insurance, Public and Private
    • J52 - Labor and Demographic Economics - - Labor-Management Relations, Trade Unions, and Collective Bargaining - - - Dispute Resolution: Strikes, Arbitration, and Mediation

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