Research on the Insured Person's Satisfaction with Basic Medical Insurance Management Services Based on the ACSI Model

doi:10.19546/j.issn.1674-3830.2024.1.006

China Health Insurance ›› 2024, Vol. 0 ›› Issue (1) : 58-65. DOI: 10.19546/j.issn.1674-3830.2024.1.006

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Research on the Insured Person's Satisfaction with Basic Medical Insurance Management Services Based on the ACSI Model

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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.

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the basic medical insurance / management services / satisfaction / ACSI model / structural equation model

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Research on the Insured Person's Satisfaction with Basic Medical Insurance Management Services Based on the ACSI Model[J]. China Health Insurance. 2024, 0(1): 58-65 https://doi.org/10.19546/j.issn.1674-3830.2024.1.006

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