Article: An empirical analysis on dimensions of satisfaction's level with quality service for health insurance policyholders Journal: International Journal of Intelligent Enterprise (IJIE) 2025 Vol.12 No.1 pp.80 - 101 Abstract: Insurance companies, especially health insurers, value customer pleasure. Health assurance is offered by assurance companies. It covers legally allowed hospitalisation charges and is a payment to sustain the health assurance plan. In India, health insurance covers hospital stays even if the costs are hidden. Studies reveal that high medical expenses cause a big percentage of specific insolvencies, making health content crucial for everyone. Health insurance covers protected entities' medical and surgical costs. Life insurance covers death, but general insurance just covers money loss from asset loss. This study examines the many factors affecting health insurance policyholder satisfaction using empirical methods. The work improves service quality by assessing policyholder satisfaction factors including claims processing efficiency and communication clarity. Life insurance customer satisfaction and service quality were examined using the ANOVA test. The study indicated that customer satisfaction is more affected by consumer expectations and views of service quality's tangibility, assurance, competency, and credibility. Inderscience Publishers - linking academia, business and industry through research

Title: An empirical analysis on dimensions of satisfaction's level with quality service for health insurance policyholders

Authors: V. Kaliyammal; P. Mohanasundaram

Addresses: Department of Commerce, Periyar University Centre for Postgraduate and Research Studies Dharmapuri, Tamil Nadu, 635205, India ' Department of Commerce, Periyar University Centre for Postgraduate and Research Studies Dharmapuri, Tamil Nadu, 635205, India

Abstract: Insurance companies, especially health insurers, value customer pleasure. Health assurance is offered by assurance companies. It covers legally allowed hospitalisation charges and is a payment to sustain the health assurance plan. In India, health insurance covers hospital stays even if the costs are hidden. Studies reveal that high medical expenses cause a big percentage of specific insolvencies, making health content crucial for everyone. Health insurance covers protected entities' medical and surgical costs. Life insurance covers death, but general insurance just covers money loss from asset loss. This study examines the many factors affecting health insurance policyholder satisfaction using empirical methods. The work improves service quality by assessing policyholder satisfaction factors including claims processing efficiency and communication clarity. Life insurance customer satisfaction and service quality were examined using the ANOVA test. The study indicated that customer satisfaction is more affected by consumer expectations and views of service quality's tangibility, assurance, competency, and credibility.

Keywords: policyholders and customer satisfaction; health insurance and tangibility; policyholder satisfaction; assurance companies; life insurance covers death; communication clarity.

DOI: 10.1504/IJIE.2025.143444

International Journal of Intelligent Enterprise, 2025 Vol.12 No.1, pp.80 - 101

Received: 27 Aug 2023
Accepted: 30 Jul 2024
Published online: 20 Dec 2024 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article

Title: An empirical analysis on dimensions of satisfaction's level with quality service for health insurance policyholders

Keep up-to-date