本文基于美国顾客满意度指数（American customer satisfaction index, ACSI）模型,利用对536名参保居民的调查数据进行结构方程模型拟合,开展基本医疗保险经办服务的居民满意度评价研究。研究结果显示,模型拟合度良好且整体满意度得分为64.94分,表明居民在经办效率、外在形象等层面的感知质量显著影响整体满意度。当前,参保居民较注重经办效率和外在形象,亟须加强业务培训,简化手续流程。居民抱怨反映了他们的实际诉求,积极应对有助于提高经办服务满意度。
Abstract
This article is based on the American customer satisfaction index (ACSI) model and uses structural equation modeling to fit survey data from 536 insured residents to conduct a study on the insured residents' satisfaction evaluation of basic medical insurance services. The research results show that the model fits well, and the overall satisfaction score is 64.94, indicating that the perceived quality of residents in terms of efficiency and external image significantly affects overall satisfaction. Currently, insured residents pay more attention to claim management efficiency and external image, and there is an urgent need to strengthen business training and simplify procedures. Residents' complaints reflect their actual demands, and actively responding can help to improve satisfaction with service.
关键词
基本医疗保险 /
经办服务 /
满意度 /
ACSI模型 /
结构方程模型
Key words
the basic medical insurance /
management services /
satisfaction /
ACSI model /
structural equation model
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基金
江苏高校哲学社会科学研究基金项目“社会药房慢病服务质量评价模型构建研究”（2019SJA0062）
