Socio-Economic Factors Affecting Member’s Satisfaction towards National Health Insurance: An Evidence from the Philippines

Ardvin Kester S. Ong, Yogi Tri Prasetyo (), Kate Nicole M. Tayao, Klint Allen Mariñas, Irene Dyah Ayuwati, Reny Nadlifatin and Satria Fadil Persada
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Ardvin Kester S. Ong: School of Industrial Engineering and Engineering & Management, Mapua University, 658 Muralla St., In-Tramuros, Manila 1102, Philippines
Yogi Tri Prasetyo: School of Industrial Engineering and Engineering & Management, Mapua University, 658 Muralla St., In-Tramuros, Manila 1102, Philippines
Kate Nicole M. Tayao: School of Industrial Engineering and Engineering & Management, Mapua University, 658 Muralla St., In-Tramuros, Manila 1102, Philippines
Klint Allen Mariñas: School of Industrial Engineering and Engineering & Management, Mapua University, 658 Muralla St., In-Tramuros, Manila 1102, Philippines
Irene Dyah Ayuwati: Institut Teknologi Telkom Surabaya, Surabaya 60231, Indonesia
Reny Nadlifatin: Department of Information Systems, Institut Teknologi Sepuluh Nopember, Kampus ITS Sukolilo, Surabaya 60111, Indonesia
Satria Fadil Persada: Entrepreneurship Department, BINUS Business School Undergraduate Program, Bina Nusantara University, Jakarta 11480, Indonesia

IJERPH, 2022, vol. 19, issue 22, 1-24

Abstract: The National Health Insurance, “PhilHealth”, is the healthcare provider for Filipino citizens in the Philippines. The study focused on determining the effects of members’ satisfaction with PhilHealth among Filipino members. The study utilized 10 latent variables from the integrated Service Quality (SERVQUAL) and Expectation-Confirmation Theory (ECT). There are 500 respondents that are used and analyzed through Structural Equation Modeling (SEM) and a Deep Learning Neural Network (DLNN). Utilizing SEM, it was revealed that Reliability, Responsiveness, Socio-Economic Factors, Expectation, Perceived Performance, Confirmation of Beliefs, and Members’ Satisfaction are significant factors in the satisfaction of PhilHealth members. Utilizing DLNN, it was found that Expectation (EX) is the most significant factor, and it is consistent with the results of the SEM. The government can use the findings of this study for the improvement of PhilHealth. The framework that is used for the analysis can be extended and can apply to future research with regard to its provided services. The overall results, framework, and concept utilized may be applied by other service industries worldwide.

Keywords: PhilHealth; SERVQUAL; ECT; structural equation modeling; deep learning neural network (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2022
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