Title: The impact of service quality on sustainable competitive advantage: study on Jordanian health insurance companies

Authors: Rateb J. Sweis; Mai Elian; Afnan R. Alawneh; Nadia J. Sweis

Addresses: Department of Business Management, The University of Jordan, Jordan ' Department of Business Management, The University of Jordan, Jordan ' Department of Business Management, The University of Jordan, Jordan ' Princess Sumaya University, Khalil Saket street, Amman 11941, Jordan

Abstract: Recently private insurance companies are facing high competition in the present market. This study aims at analysing the impact of service quality on the sustainable competitive advantage of health insurance companies in Jordan; it also aims to find the best practices and weaknesses of health insurance activities. A model is constructed to analyse this impact; data is collected from two populations; the managers of health insurance companies and their registered customers. Samples of 14 managers and 42 customer coordinators are considered to be the unit of analysis for this study and a variety of data collecting tools are applied; questionnaires, structured interviews, annual balance sheets for the previous four years. The major findings of this study show that the service quality as a whole has an effect on gaining sustainable competitive advantage. Also the responsiveness and empathy dimensions of service quality have an effect on sustainable competitive advantage. More research is needed to explore sustainable competitive advantage in other Jordanian sectors.

Keywords: service quality; sustainable competitive advantage; health insurance companies.

DOI: 10.1504/IJBEX.2018.094703

International Journal of Business Excellence, 2018 Vol.16 No.2, pp.162 - 176

Received: 11 May 2017
Accepted: 05 Aug 2017
Published online: 12 Sep 2018 *

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