Search results

Improving health outcomes requires a robust health-care service model that delivers cost-efficient services and increase customer patronage. The purpose of this study is to examine how service quality and convenience influence perceived value, satisfaction and customer patronage of health insurance policyholders. Based on contemporary research, this study further investigates the moderating role of trust, inertia, insurer type and word-of-mouth (WOM) on relationship between satisfaction and customer patronage.

This study conceptualized the dimensions of SERVQUAL and SERVCON as drivers of perceived value leading to satisfaction and finally customer patronage in presence of four moderators. To test the hypotheses, data from 500 consumers who had a running health insurance policy was collected and analyzed using partial least square path modeling.

The results of this study showed service quality and convenience dimensions significantly affected perceived value. Perceived value strongly influenced satisfaction and customer patronage intentions. Satisfaction had a significant positive effect on patronage. WOM and trust moderated the satisfaction–patronage relationship for recommendation intention but not repurchase intention. The moderators had an indirect bearing on customer patronage.

Such an engagement ecosystem can be considered to be a revolution, as it will change the way businesses are conducted and how stakeholders interact with one another.

This study adapts and integrates the SERVQUAL and SERVCON models to health insurance domain. Second, this study conceptualizes a modified view of post-benefit convenience relevant for health insurance as policy renewal intention rather than returns/exchanges. This addresses a gap in the SERVCON scale's applicability to insurance services. This study also makes a novel attempt of examining implication of WOM and trust in health insurance domain.

Mangroves constitute an important ecosystem because of their global extent and high productivity. These plants thrive in the intertidal zones of the tropics and subtropics that are characterized by regular tidal inundation and fluctuating salinity. Mangrove species are well adapted, both morphologically and physiologically, to survive under saline conditions, but in hypersaline environment their growth is reduced. The present chapter is a critical analysis on the impact of salinity on the growth of a common mangrove species (Hertiera fomes). The analysis has been carried out in the framework of Indian Sundarbans, which has contrasting salinity profiles in different segments owing to barrage discharge and siltation phenomena. Analysis of the decadal profile of salinity indicates a gradual lowering in the western Indian Sundarbans due to Farrakka barrage discharge and run-off from catchments. The central sector, however, exhibits a contrasting picture of increment of aquatic salinity through time, mainly due to disconnection of the Bidyadhari River with the Ganga–Bhagrirathi–Hooghly River system (in the western part). This has made the Matla River in the central Indian Sundarbans hypersaline in nature (that used to get water from the Bidyadhari River) finally leading to an insecure ecological condition for the growth and survival of mangroves. The possible remedial measures to combat the situation have also been listed considering the ecological framework of the study zone.