Analysis on Factors Influencing Customers Repurchase Intention of Insurance Policy: A Study of Health Maintenance Organization Providers in General Santos City

This study examines the factors influencing customers repurchase intention of health insurance policies from Health Maintenance Organization (HMO) providers in General Santos City. With a focus on service quality and customer satisfaction, the research explores the relationship between these factors and customers' intention to repurchase their health insurance policies.
Using a quantitative approach, data were collected from 315 respondents through surveys, focusing on key dimensions such as tangibility, reliability, responsiveness, assurance, and empathy. The results indicate a moderate yet significant correlation between service quality perception and repurchase intention, with service quality contributing 46.6% to the variation in repurchase behavior.
Additionally, customer satisfaction was found to have a significant impact, contributing 43.7% to repurchase intention. The study concludes that enhancing service quality and prioritizing customer satisfaction are crucial for increasing customer retention and repurchase intention. The findings offer valuable insights for HMO providers in improving service strategies to foster customer loyalty and satisfaction in the highly competitive health insurance market.

Service Quality, Tangibility, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, Access Quality, Infrastructure Quality, Problem Solving Quality, Credibility, Repurchase Intention

1. Abdul-Rahman, M. N., Hassan, T. H., Abdou, A. H., Abdelmoaty, M. A., Saleh, M. I., & Salem, A. E. (2023). Responding to Tourists’ Intentions to Revisit Medical Destinations in the Post-COVID-19 Era through the Promotion of Their Clinical Trust and Well-Being. Sustainability, 15(3), 2399. https://doi.org/10.3390/su15032399 [Google Scholar] [Crossref]

2. ACCESS FACILITIES collocation | meaning and examples of use. (2024). In Campbridge Dictionary. https://dictionary.cambridge.org/us/example/english/access-facility [Google Scholar] [Crossref]

3. Adebayo, O. S., & Joshua, O. (2021). The Impact of Service Providers on Ensuring Service Quality and Customer Satisfaction. DergiPark (Istanbul University). https://dergipark.org.tr/tr/pub/ejees/issue/62607/893927 [Google Scholar] [Crossref]

4. Adi, S., Suroso, I., Sudaryanto, S., Adi, S., Yulisetiarini, D., Juniar, A., Adner, R., Zemsky, P., Akinyele, S., Ihinmoyan, T., Akroush, M., Shuhd, A., Dawood, I., Affara, Alli, H., Rashid, M. M., Sulaiman, R., Me, R., Kamarudin, K., . . . Juniar. (2022). Loyalty-Based sustainable competitive advantage and intention to choose back at one bank. Quality-Access to Success, 23(189). https://doi.org/10.47750/qas/23.189.35 [Google Scholar] [Crossref]

5. Adisaputra, N., Meiza, M. A., Curatman, A., & Ayuningtyas, F. N. (2025). The Effect Customer Engagement and Corporate Reputation on Customer Loyality through Customer Satisfaction as a Mediating Variable. International Journal of Business Economics and Social Development, 6(4), 548–555. https://doi.org/10.46336/ijbesd.v6i4.1005 [Google Scholar] [Crossref]

6. Adrian, M. (2020, September 21). All you need to know about health insurance in Philippines. iMoney.ph. https://www.imoney.ph/articles/health-insurance-basics [Google Scholar] [Crossref]

7. Agarwal, J., & Osiyevskyy, O. (2021). Organizational Reputation for customers: Key insights on leveraging reputation in global markets. AIB Insights, 21(3). https://doi.org/10.46697/001c.29107 [Google Scholar] [Crossref]

8. Ai, Y., Rahman, M. K., Newaz, M. S., Gazi, M. a. I., Rahaman, M. A., Mamun, A. A., & Chen, X. (2022). Determinants of patients’ satisfaction and trust toward healthcare service environment in general practice clinics. Frontiers in Psychology, 13, 856750. https://doi.org/10.3389/fpsyg.2022.856750 [Google Scholar] [Crossref]

9. Alabi, O. A., Ajayi, F. A., Udeh, C. A., & Efunniyi, C. P. (2024). Data-driven employee engagement: A pathway to superior customer service. World Journal of Advanced Research and Reviews, 23(3), 923–933. https://doi.org/10.30574/wjarr.2024.23.3.2733 [Google Scholar] [Crossref]

10. Aladwan, M. A., Salleh, H. S., Anuar, M. M., ALhwadi, H., & Almomani, I. (2021). relationship among service quality, patient satisfaction and patient loyalty: case study in Jordan Mafraq hospital. Linguistics and Culture Review, 5(S3), 27–40. https://doi.org/10.21744/lingcure.v5ns3.1368 [Google Scholar] [Crossref]

11. Aldossary, M., & Siddiqui, K. (2023). The relationship between service quality and insurance usage. E3S Web of Conferences, 402, 08027. https://doi.org/10.1051/e3sconf/202340208027 [Google Scholar] [Crossref]

12. Ali, N., Bakar, S. A., & Lestari, R. (2025). From Responsivity to Retention: Unpacking the role of timely engagement in customer loyalty. International Journal of Research and Innovation in Social Science, IX(IV), 494–507. https://doi.org/10.47772/ijriss.2025.90400039 [Google Scholar] [Crossref]

13. Al-Tit, A. A. (2015). The effect of service and food quality on customer satisfaction and hence customer retention. Asian Social Science, 11(23). https://doi.org/10.5539/ass.v11n23p129 [Google Scholar] [Crossref]

14. Antić, Z., & Bogetić, S. (2024). The importance of problem-solving competencies in achieving customer satisfaction. Journal of Engineering Management and Competitiveness, 14(1), 21–32. https://doi.org/10.5937/jemc2401021a [Google Scholar] [Crossref]

15. Artana, I. M., Fattah, H., Putra, I. G. J. E., Sariani, N. L. P., Nadir, M., Asnawati, A., & Rismawati, R. (2021). Repurchase intention behavior in B2C E-commerce. International Journal of Data and Network Science, 6(1), 147–154. https://doi.org/10.5267/j.ijdns.2021.9.013 [Google Scholar] [Crossref]

16. Aurelia, P. N., Firdiansjah, A., & Respati, H. (2019). The application of service quality and brand image to maintain customer loyalty by utilizing satisfaction strategy in insurance companies. International Journal of Advances in Scientific Research and Engineering, 5(4), 223–239. https://doi.org/10.31695/ijasre.2019.33172 [Google Scholar] [Crossref]

17. Bachri, N., Siregar, W. V., Bahri, S., Hamdiah, & Febriansyah, S. (2022). Indonesian Islamic Bank Credibility and customer loyalty: Does customer satisfaction really serve as a mediator variable? International Journal of Business and Society, 23(3), 1692–1704. https://doi.org/10.33736/ijbs.5196.2022 [Google Scholar] [Crossref]

18. Bakhshizadeh, E., & Aliasghari, H. (2023). Customer-based brand equity and customer behavioral intention: evidence from insurance service. ReMark - Revista Brasileira De Marketing, 22(1), 439–468. https://doi.org/10.5585/remark.v22i1.20256 [Google Scholar] [Crossref]

19. Bernarto, I., Wilson, N., & Suryawan, I. N. (2019). Pengaruh Website Design Quality, Service Quality, Trust dan Satisfaction Terhadap Repurchase Intention (Studi Kasus: tokopedia.com). Jurnal Manajemen Indonesia, 19(1), 80. https://doi.org/10.25124/jmi.v19i1.1987 [Google Scholar] [Crossref]

20. Bovbjerg, R., & Hadley, J. (2020, November 9). Why health insurance is important. Urban Institute. Retrieved March 23, 2024, from https://www.urban.org/research/publication/why-health-insurance-important [Google Scholar] [Crossref]

21. Carson, M. (2022, November 30). Why is service quality important in business - Service Alliance Group. Service Alliance Group. https://servicealliancegroup.com/blog/why-is-service-quality-important-in-business/ [Google Scholar] [Crossref]

22. CEDTyClea. (2019, June 26). Majority of Filipinos plan to pay for medical expenses with savings, debt, study finds. BusinessWorld Online. https://www.bworldonline.com/economy/2019/06/26/238867/majority-of-filipinos-plan-to-pay-for-medical-expenses-with-savings-debt-study-finds/ [Google Scholar] [Crossref]

23. Chaguluka, C., Beharry-Ramraj, A., & Amolo, J. (2018). International postgraduate students’ perceptions of service quality. Problems and Perspectives in Management, 16(2), 438. https://doi.org/10.21511/ppm.16(2).2018.39 [Google Scholar] [Crossref]

24. Cham, T., Lim, Y., & Sigala, M. (2021). Marketing and social influences, hospital branding, and medical tourists’ behavioural intention: Before‐ and after‐service consumption perspective. International Journal of Tourism Research, 24(1), 140–157. https://doi.org/10.1002/jtr.2489 [Google Scholar] [Crossref]

25. Chanco, B. (2019, July 5). Philippines healthcare unaffordable. Philstar.com. https://www.philstar.com/business/2019/07/05/1932014/philippines-healthcare-unaffordable [Google Scholar] [Crossref]

26. Chege, C. N. (2021). Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya. International Journal of Research in Business and Social Science (2147-4478), 10(1), 259. https://doi.org/10.20525/ijrbs.v10i1.1025 [Google Scholar] [Crossref]

27. Company, P. B. (2023, January 18). How to maximize your HMO Benefits. https://www.linkedin.com/pulse/how-maximize-your-hmo-benefits-pascual-brokers-company/ [Google Scholar] [Crossref]

28. Cyntya, C., & Berlianto, M. P. (2023). Effect of credible online review, brand equity dimension, and customer satisfaction towards Bio Beauty Lab’s repurchase intention. Jurnal Organisasi Dan Manajemen, 19(1), 203–223. https://doi.org/10.33830/jom.v19i1.3740.2023 [Google Scholar] [Crossref]

29. Davis, E., RN. (2024, February 14). How HMOs work. Verywell Health. https://www.verywellhealth.com/what-is-an-hmo-how-does-it-work-1738661 [Google Scholar] [Crossref]

30. Decety, J., & Knafo, A. (2015). Empathy. In Elsevier eBooks (pp. 191–194). https://doi.org/10.1016/b978-0-12-397025-1.00177-9 [Google Scholar] [Crossref]

31. Devi, D. a. Y., & Darma, G. S. (2024). The role of customer satisfaction in mediating the influence of product quality, service quality, and brand image on repurchase intention. International Journal of Science and Society, 6(4), 192–207. https://doi.org/10.54783/ijsoc.v6i4.1318 [Google Scholar] [Crossref]

32. Dictionary.com | Meanings & Definitions of English Words. (2021). In Dictionary.com. https://www.dictionary.com/browse/tangible [Google Scholar] [Crossref]

33. Dugan, J. (2021). Health maintenance organizations. In Springer eBooks (pp. 2313–2315). https://doi.org/10.1007/978-3-030-22009-9_298 [Google Scholar] [Crossref]

34. Eckert, C., Neunsinger, C., & Osterrieder, K. (2022). Managing customer satisfaction: digital applications for insurance companies. The Geneva Papers on Risk and Insurance Issues and Practice, 47(3), 569–602. https://doi.org/10.1057/s41288-021-00257-z [Google Scholar] [Crossref]

35. Ellitan, L., & Suhartatik, A. (2023). Increasing Repurchase Intention through Product Quality, Service Quality, and Customer Satisfaction. Zenodo (CERN European Organization for Nuclear Research). https://doi.org/10.5281/zenodo.8434079 [Google Scholar] [Crossref]

36. Ellitan, L., Sugiyanto, S. A., & Risdwiyanto, A. (2022). Increasing Repurchase Intention through Experiential Marketing, Service Quality, and Customer Satisfaction. Jurnal Maksipreneur Manajemen Koperasi Dan Entrepreneurship, 12(1), 164. https://doi.org/10.30588/jmp.v12i1.1022 [Google Scholar] [Crossref]

37. Ellitan, L., Sugiyanto, S. A., & Risdwiyanto, A. (2022). Increasing Repurchase Intention through Experiential Marketing, Service Quality, and Customer Satisfaction. Jurnal Maksipreneur Manajemen Koperasi Dan Entrepreneurship, 12(1), 164. https://doi.org/10.30588/jmp.v12i1.1022 [Google Scholar] [Crossref]

38. Falkson, & Srinivasan. (2020). Health Maintenance Organization. StatPearls Publishing. [Google Scholar] [Crossref]

39. Fang, S., Zhang, C., & Li, Y. (2019). Physical attractiveness of service employees and customer engagement in tourism industry. Annals of Tourism Research, 80, 102756. https://doi.org/10.1016/j.annals.2019.102756 [Google Scholar] [Crossref]

40. Febriane, R., Wibowo, W., & Agrippina, Y. R. (2023). The influences of perceived credibility and consumer attitude towards purchase intention of some by Mi’s YouTube user generated content. In Advances in economics, business and management research (pp. 324–337). https://doi.org/10.2991/978-94-6463-076-3_24 [Google Scholar] [Crossref]

41. Fronteras, L. C. (2021). Profile and Taxation of the Health Maintenance Organization Industry in the Philippines. NTRC Tax Research Journal, 33(2). [Google Scholar] [Crossref]

42. Gebremichael, G. B., & Singh, A. I. (2019). Customers’ expectations and perceptions of service quality dimensions: A study of the hotel industry in selected cities of Tigray Region, Ethiopia. African Journal of Hospitality, Tourism and Leisure, 8(5). https://doaj.org/article/3d89aad09a2a4e7fa052ddc141b148bc [Google Scholar] [Crossref]

43. Gemala, K. C. C., Ong, A. K. S., Diaz, J. F. T., Gumasing, M. J. J., Servas, P. J., Ibrahim, Z. K., & Base, T. J. (2026). Analysis of repurchase intentions of e-commerce consumers for sustainable business strategy build-up using a neural network-based decision support system. Franklin Open, 14, 100495. https://doi.org/10.1016/j.fraope.2026.100495 [Google Scholar] [Crossref]

44. Ghias, S., Ahmed, K. A., & Khan, A. A. (2022). Impact of E-retailing Ethics on Consumer Repurchase Intention. Journal of Business and Social Review in Emerging Economies, 8(2), 251. https://doi.org/10.26710/jbsee.v8i1.2194 [Google Scholar] [Crossref]

45. Guido, G. (2015). Customer satisfaction. Wiley Encyclopedia of Management, 1–8. https://doi.org/10.1002/9781118785317.weom090287 [Google Scholar] [Crossref]

46. Gün, İ., & Söyük, S. (2025). The serial mediation effect of perceived quality and customer satisfaction on the relationship between trust and repurchase intention: a research on private health insurance owners. BMC Health Services Research, 25(1), 257. https://doi.org/10.1186/s12913-025-12269-9 [Google Scholar] [Crossref]

47. Hamzeh, A., Hozarmoghadam, N., & Ghanbarzadeh, M. (2023). Investigating the level of satisfaction of policyholders with supplementary health insurance in Iran. BMC Health Services Research, 23(1), 1242. https://doi.org/10.1186/s12913-023-10134-1 [Google Scholar] [Crossref]

48. Harriet, N., Arthur, N., Komunda, M. B., & Mugizi, T. (2024). Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City. Open Journal of Social Sciences, 12(1), 101. https://doi.org/10.4236/jss.2024.121008 [Google Scholar] [Crossref]

49. Harriet, N., Arthur, N., Komunda, M. B., & Mugizi, T. (2024). Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City. Open Journal of Social Sciences, 12(01), 101–126. https://doi.org/10.4236/jss.2024.121008 [Google Scholar] [Crossref]

50. Hayes, A. (2023, December 16). Health Maintenance Organization (HMO): What it is, pros and cons. Investopedia. https://www.investopedia.com/terms/h/hmo.asp#toc-what-are-the-benefits-of-an-hmo [Google Scholar] [Crossref]

51. Health Care Access - MU School of Medicine. (n.d.). https://medicine.missouri.edu/centers-institutes-labs/health-ethics/faq/health-care-access#:~:text=Health%20care%20access%20is%20the,have%20access%20to%20adequate%20healthcare. [Google Scholar] [Crossref]

52. Health is Wealth: How health Insurance Protects You | INLife. (n.d.). Health Is Wealth: How Health Insurance Protects You | InLife. https://www.insularlife.com.ph/articles/health-is-wealth-insurance-plans-to-safeguard-your-most-important-asset-00000009 [Google Scholar] [Crossref]

53. Hidayat, D., Bismo, A., & Basri, A. R. (2020). The Effect of Food Quality and Service Quality Towards Customer Satisfaction and Repurchase Intention (Case Study of Hot Plate Restaurants). Manajemen Bisnis, 10(1), 1. https://doi.org/10.22219/jmb.v10i1.11913 [Google Scholar] [Crossref]

54. Holweg, M. (2005). The three dimensions of responsiveness. International Journal of Operations & Production Management, 25(7), 603–622. https://doi.org/10.1108/01443570510605063 [Google Scholar] [Crossref]

55. Hussin, H., Mohaidin, Z., & Wahid, N. A. (2025). Exploring the dynamics of consumer Repurchase Intention: a review. International Journal of Research and Innovation in Social Science, IX(IX), 9125–9133. https://doi.org/10.47772/ijriss.2025.909000753 [Google Scholar] [Crossref]

56. Idrees, Z., & Xia, X. (2017). Impact of Banking Relationship Characteristic on Service Quality Dimensions and Customer Retention. International Journal of Academic Research in Economics and Management Sciences, 6(1). https://doi.org/10.6007/ijarems/v6-i1/2623 [Google Scholar] [Crossref]

57. Idris, S., Choong, F. K., Sulong, R. S., & Dausin, O. (2020). Perceived Service Quality, Customer Satisfaction and Behavioural Intentions Towards Hospital In Sabah. Perceived Service Quality, Customer Satisfaction and Behavioural Intentions Towards Hospital in Sabah, 1(2), 21–35. https://doi.org/10.35631/ijscol.12003 [Google Scholar] [Crossref]

58. Jasin, M., Sesunan, Y. S., Aisyah, M., Fatimah, C. E. A., & Azra, F. E. A. (2023). SMEs repurchase intention and customer satisfaction: Investigating the role of utilitarian value and service quality. Uncertain Supply Chain Management, 11(2), 673. https://doi.org/10.5267/j.uscm.2023.1.013 [Google Scholar] [Crossref]

59. Khuong, M. N., Nhi, N. X., & Linh, L. T. T. (2020). Antecedents of Word-of-mouth towards professional B2B service. Management Science Letters, 1253–1266. https://doi.org/10.5267/j.msl.2020.11.013 [Google Scholar] [Crossref]

60. Kiwanuka, A., & Sibindi, A. B. (2023). Perceived trust: Do all of its dimensions matter for insurance inclusion? Insurance Markets and Companies, 13(1), 102–114. https://doi.org/10.21511/ins.13(1).2022.09 [Google Scholar] [Crossref]

61. Kristabel, A. J., Wijaya, S., & Jaolis, F. (2024). Post-COVID insurance purchase intention: the roles of referral, agent characteristics, influencer credibility, plan value, and trust. Organizations and Markets in Emerging Economies, 15(1(30)), 51–73. https://doi.org/10.15388/10.15388/omee.2024.15.3 [Google Scholar] [Crossref]

62. Kumar, S. (2024, February 20). Customer retention versus customer acquisition. Forbes. https://www.forbes.com/sites/forbesbusinesscouncil/2022/12/12/customer-retention-versus-customer-acquisition/?sh=7f18b9b41c7d [Google Scholar] [Crossref]

63. Lau, H. B., Bunga, M., & Ndoen, W. M. (2020). The Effect of Consumers Satisfaction on Repurchase Intention (Study on Pink Jaya Tofu Factory in Kupang City). Advances in Economics, Business and Management Research, 246–253. https://doi.org/10.2991/aebmr.k.200522.047 [Google Scholar] [Crossref]

64. Magampon, T. L. (2023). Awareness and The Intention to Avail Variable Unit-Linked Insurance Policies Among Residents of San Pablo City, Laguna. Business and Economics in Developing Countries, 1(1), 57–63. https://doi.org/10.26480/bedc.01.2023.57.63 [Google Scholar] [Crossref]

65. Mahendrayanti, M., & Wardana, I. M. (2021). The Effect of Price Perception, Product Quality, and Service Quality on Repurchase Intention. American Journal of Humanities and Social Sciences Research (AJHSSR), 5(1), 182–188. [Google Scholar] [Crossref]

66. Malik, S. A., Akhtar, F., Raziq, M. M., & Ahmad, M. (2018). Measuring service quality perceptions of customers in the hotel industry of Pakistan. Total Quality Management & Business Excellence, 31(3–4), 263–278. https://doi.org/10.1080/14783363.2018.1426451 [Google Scholar] [Crossref]

67. Malik, S. U. (2012). Customer satisfaction, perceived service quality and mediating role of perceived value. International Journal of Marketing Studies, 4(1). https://doi.org/10.5539/ijms.v4n1p68 [Google Scholar] [Crossref]

68. Martin, C. (2023, March 16). A Guide to Probability and Non-Probability Sampling. Flex Mr. Retrieved February 7, 2024, from https://blog.flexmr.net/sampling-techniques-overview [Google Scholar] [Crossref]

69. Mazhar, M., Ting, D. H., Abbasi, A. Z., Nadeem, M., & Abbasi, H. A. (2022). Gauging customers’ negative disconfirmation in online post-purchase behaviour: The moderating role of service recovery. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2072186 [Google Scholar] [Crossref]

70. Mensah, I., & Mensah, R. D. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. DOAJ (DOAJ: Directory of Open Access Journals). https://doi.org/10.5281/zenodo.1247542 [Google Scholar] [Crossref]

71. Mirza, F., Younus, S., Waheed, N. A., & Javaid, A. (2021). Investigating the impact of product-related and service quality attributes on re-purchase intention. International Journal of Research in Business and Social Science (2147-4478), 10(3), 24. https://doi.org/10.20525/ijrbs.v10i3.1107 [Google Scholar] [Crossref]

72. N, A. K., S, G., B, S., & E, M. (2023). Switching intention and switching behavior of adults in the non-life insurance sector: Mediating role of brand love. Insurance Markets and Companies, 14(1), 1–7. https://doi.org/10.21511/ins.14(1).2023.01 [Google Scholar] [Crossref]

73. Nguyen, L. T. M., Nguyễn, T. H., & Tan, T. K. P. (2021). An empirical study of customers’ satisfaction and repurchase intention on online shopping in Vietnam. Journal of Asian Finance, Economics and Business, 8(1), 971–983. https://doi.org/10.13106/jafeb.2021.vol8.no1.971 [Google Scholar] [Crossref]

74. Nguyen, N., & LeBlanc, G. (2021). The impact of service employees and ServiceScape on customers’ perception of quality improvement efforts. Athens Journal of Business & Economics, 7(2), 123–144. https://doi.org/10.30958/ajbe.7-2-1 [Google Scholar] [Crossref]

75. Nguyen, T. L. H. (2021). “The relationship of perceived service quality and expectation on customer satisfaction and loyalty.” Biomedical Journal of Scientific and Technical Research, 40(1). https://doi.org/10.26717/bjstr.2021.40.006396 [Google Scholar] [Crossref]

76. Nyaguthii, M. J. (2013). DETERMINANTS OF CUSTOMER SATISFACTION IN THE LIFE INSURANCE INDUSTRY IN KENYA. http://erepository.uonbi.ac.ke/handle/11295/58581?show=full [Google Scholar] [Crossref]

77. Obikeze, E., & Onwujekwe, O. (2020). The roles of health maintenance organizations in the implementation of a social health insurance scheme in Enugu, Southeast Nigeria: a mixed-method investigation. International Journal for Equity in Health, 19(1), 33. https://doi.org/10.1186/s12939-020-1146-4 [Google Scholar] [Crossref]

78. Ogbeide, S. O., Adesuyi, I. O., & Adeoye, I. A. (2023). Service quality and customer satisfaction in some selected insurance firms in Akure metropolis in Ondo state, Nigeria. Economic Insights – Trends and Challenges, 2023(1), 83–93. https://doi.org/10.51865/eitc.2023.01.07 [Google Scholar] [Crossref]

79. Oktaviani, R. (2024). Investigating the impact of perceived value and customer satisfaction on repurchase intentions among female E-Commerce customers. Klabat Journal of Management, 5(1), 34. https://doi.org/10.60090/kjm.v5i1.1054.34-48 [Google Scholar] [Crossref]

80. Ordinario, C. (2019, November 28). Plenty of problems pepper Philippines’s path to progress. Retrieved March 24, 2024, from https://www.pids.gov.ph/details/plenty-of-problems-pepper-philippines-s-path-to-progress [Google Scholar] [Crossref]

81. Przybytniowski, J. W. (2023). Servqual Method In Studying Service Quality of Travel Insurance. Verslas Teorija Ir Praktika, 24(1), 282–290. https://doi.org/10.3846/btp.2023.17406 [Google Scholar] [Crossref]

82. Rahman, M. S., Mohamad, O., Abdelfattah, F., & Aziz, N. (2014). Factor determining customers’ repurchase intention of healthcare insurance products. Australian Academy of Business and Social Sciences Conference. http://irep.iium.edu.my/36981/ [Google Scholar] [Crossref]

83. Ramadhan, A. G., & Soegoto, D. S. (2020). The factor influencing customer satisfaction in health insurance companies. Advances in Economics, Business and Management Research. https://doi.org/10.2991/aebmr.k.200108.028 [Google Scholar] [Crossref]

84. Ratnasari, R. T., Sedianingsih, Prasetyo, A., & Hendarjatno. (2019). Recommendation and repurchase intention for health service based on medical tourism. KnE Social Sciences, 3(13), 1030. https://doi.org/10.18502/kss.v3i13.4265 [Google Scholar] [Crossref]

85. Rudden, J. (2023, December 19). Topic: Global insurance industry. Statista. Retrieved March 23, 2024, from https://www.statista.com/topics/6529/global-insurance-industry/#topicOverview [Google Scholar] [Crossref]

86. Salem, O., & Kiss, M. (2022). The impact of perceived service quality on customers’ repurchase intention: Mediation effect of price perception. Innovative Marketing, 18(4), 1. https://doi.org/10.21511/im.18(4).2022.01 [Google Scholar] [Crossref]

87. Segal, D., & Coolidge, F. (2018). Reliability. The SAGE Encyclopedia of Lifespan Human Development. https://doi.org/10.4135/9781506307633.n683 [Google Scholar] [Crossref]

88. Selimović, J., Martinović, D., & Hurko, D. (2020). Critical success factors in insurance companies. Management, 25(1), 215–233. https://doi.org/10.30924/mjcmi.25.1.12 [Google Scholar] [Crossref]

89. Setiono, B. A., & Hidayat, S. (2022). Influence of Service Quality with the Dimensions of Reliability, Responsiveness, Assurance, Empathy and Tangibles on Customer Satisfaction. International Journal of Economics Business and Management Research, 6(9), 330. https://doi.org/10.51505/ijebmr.2022.6924 [Google Scholar] [Crossref]

90. Sherly, S., & Keni, K. (2022). S-Commerce Cues as a Predictor of Repurchase Intention: Customer Satisfaction as Mediating Variable. Advances in Economics, Business and Management Research/Advances in Economics, Business and Management Research. https://doi.org/10.2991/aebmr.k.220501.071 [Google Scholar] [Crossref]

91. Simplilearn. (2023, March 13). What is problem solving? Steps, techniques, & best practices explained. Simplilearn.com. https://www.simplilearn.com/what-is-problem-solving-article [Google Scholar] [Crossref]

92. Siregar, E. N., Rini, E. S., & Sembiring, B. K. F. (2023). The Effect of Food Quality and Service Quality on Consumer Loyalty with Satisfaction as the Intervening Variable. In Advances in economics, business and management research (pp. 810–827). https://doi.org/10.2991/978-94-6463-234-7_85 [Google Scholar] [Crossref]

93. Suhail, P., & Srinivasulu, Y. (2021). Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. Journal of Ayurveda and Integrative Medicine, 12(1), 93–101. https://doi.org/10.1016/j.jaim.2020.10.011 [Google Scholar] [Crossref]

94. Sukmawan, R., & Zulganef, Z. (2023). The influence of insurance service reputation, customer relationship management, and price attractiveness on insurance service customer customer experience: A Literature review. International Journal of Business Economics and Social Development, 4(1), 32–37. https://doi.org/10.46336/ijbesd.v4i1.366 [Google Scholar] [Crossref]

95. Tarmidi, D., & Wijaya, I. (2023). The effect of price and service quality on the interest in repurchasing: citylink airlines in indonesia. Enrichment Journal of Management, 13(1), 480. https://doi.org/10.35335/enrichment.v13i1.1298 [Google Scholar] [Crossref]

96. Team, I. (2024, February 21). Infrastructure: Definition, meaning, and Examples. Investopedia. https://www.investopedia.com/terms/i/infrastructure.asp [Google Scholar] [Crossref]

97. Uddin, M. K., & Nasrin, S. (2024). Impact of Corporate reputation on customers’ Sustainable usage intention: the mediating role of satisfaction. Open Journal of Business and Management, 12(01), 191–209. https://doi.org/10.4236/ojbm.2024.121014 [Google Scholar] [Crossref]

98. Wagan, S. M., & Sidra, S. (2025). Insurance companies’ activities to maintain customer loyalty in a competitive market environment. Malaysian Journal of Business Economics and Management, 31–40. https://doi.org/10.56532/mjbem.v4i1.54 [Google Scholar] [Crossref]

99. Wilson, N., Keni, K., & Tan, P. H. P. (2019). The Effect of Website Design Quality and Service Quality toward Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis. Gadjah Mada International Journal of Business, 21(2), 187. https://doi.org/10.22146/gamaijb.33665 [Google Scholar] [Crossref]

100. Winarno, S. H., Nalendra, A. R. A., & Givan, B. (2020). The effect of service quality, corporate image, and price perceived in creating customer satisfaction and loyalty on education business. Esensi Jurnal Bisnis Dan Manajemen, 10(1), 45–56. https://doi.org/10.15408/ess.v10i1.14468 [Google Scholar] [Crossref]

101. Yuliarto, R. T. (2021). Analysis of the Influence of Service Quality On Customer Satisfaction. E-Jurnal Manajemen Universitas Udayana, 10(1), 62. https://doi.org/10.24843/ejmunud.2021.v10.i01.p04 [Google Scholar] [Crossref]

102. Yunus, M., Fauzi, A., & Rini, E. S. (2022). the Effect of E-Service Quality and Customer Satisfaction on Repurchase Intention Through Online Consumer Review as Intervening Variables in the Marketplace Shopee. Journal Research of Social Science, Economics, and Management, 1(6), 669–679. https://doi.org/10.59141/jrssem.v1i6.75 [Google Scholar] [Crossref]

103. Yusuf, G. (2023). Assessment of the Impact of Health Maintenance Organizations on Access, Utilization, and Quality of Service among National Health Insurance Authority Enrollees in Kano, Kano State Nigeria. Texila International Journal of Public Health, 11(1), 281–294. https://doi.org/10.21522/tijph.2013.11.01.art0 [Google Scholar] [Crossref]

• A Study on Utilisation on Vidiyal Payanam with Special Reference to Udumalpet
• Influence of Sales Promotional Strategies on Water Purifier Purchase: A Study
• Voluptatem exercitat
• Beatae voluptatum eanfjnjfnjnj
• Analysis of Marketing Strategies in Newbridge College During Covid-19 Pandemic