Table 1.
Measurement items
| Insurance company reputation | Mean | SD | Factor Loading |
|---|---|---|---|
| Overall, according to me, my health insurance company reputation is good | 4.72 | 1.60 | 0.825 |
| Insurance service performance | |||
| According to me, the overall insurance service performance of my health insurance company is great | 5.31 | 1.49 | 0.834 |
| According to my point of view, my health insurance company provides superior service | 5.24 | 1.47 | 0.841 |
| According to me, overall, I consider health insurance services with my company to be excellent | 4.32 | 1.45 | 0.712 |
| Positive affect | |||
| Comfort–With my health policy, it is very comfortable to claim for medical exergencies | 3.73 | 1.23 | 0.774 |
| Relaxed–With my health policy, I feel relaxed for medical exergencies for claims | 5.09 | 1.34 | 0.806 |
| Sympathetic–My health insurance company is quite symphathetic toward my medical claims | 5.31 | 1.31 | 0.751 |
| Secure–With my health policy, I feel secured for medical claims | 5.13 | 1.43 | 0.784 |
| Fulfilled–So far, my health policy fulfilled my medical claims | 3.63 | 1.52 | 0.742 |
| Negative affect | |||
| Disgusted–With my health policy, getting medical claim is quite disgusting | 5.24 | 0.91 | 0.793 |
| Frustrated–With my health policy, I felt frustrated when it dishonors the medical claim | 5.38 | 0.94 | 0.763 |
| Disappointed–With my health policy, I disappointed when it dishonor the medical claim | 4.42 | 1.53 | 0.729 |
| Irritated–With my health policy, I irritated when it dishonor the medical claim | 4.46 | 1.31 | 0.704 |
| Risky–With my health policy, it is risky for individual to get medical claim without hassle | 4.34 | 1.33 | 0.715 |
| Customer inertia | |||
| Switching to a new health insurance company would bother me | 4.64 | 1.28 | 0.824 |
| In general, it would be inconvenient and hassle to switch to another health insurance company | 4.73 | 1.23 | 0.817 |
| I would find it difficult to compare health insurance policy with one another company | 4.73 | 1.23 | 0.817 |
| For me the cost in time and effort to switch health insurance company is high | 4.82 | 1.25 | 0.875 |
| Customer retention | |||
| I would definitely renew my health insurance policy in future too | 4.90 | 1.18 | 0.818 |
| There is positive likelihood that I would continue my association with this health insurance company in the future as well | 5.74 | 1.75 | 0.822 |
All items were measured using 7-point Likert-type scale where 7 = “strongly agree” and 1 = “strongly disagree”