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

V. Kaliyammal and P. Mohanasundaram

International Journal of Intelligent Enterprise, 2025, vol. 12, issue 1, 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.

Keywords: policyholders and customer satisfaction; health insurance and tangibility; policyholder satisfaction; assurance companies; life insurance covers death; communication clarity. (search for similar items in EconPapers)
Date: 2025
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