ASSESSMENT OF SERVICE QUALITY IN HEALTH INSURANCE SECTOR A STUDY WITH SPECIAL REFERENCE TO CHENNAI CITY PDF Download

Author: Dr. S.T.KRISHNEKUMAAR
Publisher: Archers & Elevators Publishing House
ISBN: 9388805798
Category : Antiques & Collectibles
Languages : en
Pages : 136

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Author: Dr.A.Antony Selva Priya & Dr.R.Anantha Laxmi
Publisher: Lulu Publication
ISBN: 1667146505
Category : Art
Languages : en
Pages : 184

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Health care has become one of India’s largest sectors both in terms of revenue and employment. Health care comprises of hospitals, medical devices, clinical trials, outsourcing, telemedicine, medical tourism, health, insurance and medical equipment. In 2015, the Indian health care sector became the fifth largest employer, both in terms of direct as well as indirect employment, with total direct employment of 4,713,061 people. India is expected to rank amongst the top three healthcare markets in terms of incremental growth by 2020. The Indian health care sector is growing at a brisk pace due to its strengthening coverage, services and increasing expenditure by public as well asprivate players.

Author: Sonia Chawla
Publisher:
ISBN:
Category :
Languages : en
Pages : 0

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The effective achievement of organizational goals and objectives largely depends upon delivery of service quality, and it has received significant attention from policyholders and researchers in the field of general insurance. Hence, the present paper studies the service quality among the policyholders in the state of Punjab consisting of heterogeneous policyholders in terms of sex, age, educational background, occupation, income, number of persons earning in a family, and place of residence. An assessment of service quality and gaps thereof has been done based on 39 variables through a model given by Parasuraman et al. (1985) and related dimensions based on the literature. Paired t-test has been employed to assess whether the service quality gap between policyholders' expectation and perception is significant or not, which indicates a statistically significant difference on 25 variables out of 39 in the case of public sector policyholders, and 18 variables out of 39 in the case of private sector. A correlation analysis applied on the variables, viz., overall service quality, customer satisfaction, purchase intention and overall corporate image, shows that in the case of public sector, correlation is maximum between overall service quality level and the overall corporate image of the insurer, while in the case of private sector, the correlation is maximum in the case of overall service quality level and customer satisfaction. This paper fulfills a long-felt need to identify the service quality gaps affecting the Indian general insurance industry. Therefore, this study can add new dimensions that can be used to improve the service quality level and provide an enhanced level of satisfaction to policyholders.

Author: Nelly F. Vargas
Publisher:
ISBN:
Category :
Languages : en
Pages : 106

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Service quality is a major influence in customer buying decision especially when confirmed by experience. Satisfied customers stays loyal longer, buy more as the company introduces new products and upgraded existing products, talks favorably about the company and its product, pays less attention to competing brands and is less sensitive to price and cost less than new customers. This study focused on the service excellence of Blue Cross Insurance, Inc as health insurance provider. Blue Cross is considered as one of the major player in health insurance business. The research utilized the descriptive research design, specifically the one shot survey design. Primary data were gathered from (1) present policyholders with claim utilization for 2009 and (2) Blue Cross Insurance, Inc. management. Results of the study show that a big percentage of policyholders' respondents were satisfied with their experience on service quality with Blue Cross in terms of reliability, responsiveness, assurance, empathy and tangibles. The study also revealed that the Customer Service Department and Claims Department, being the most visited department are doing well in giving quality service to policyholders. The small percentage of policyholders who encountered problem with services offered by Blue Cross confirms previous findings that most of the policyholders were satisfied with their service experience with the company. However, the study also revealed that the average lead time of claim payment of Blue Cross is below the health insurance industry standard. The study further revealed that there is no significant difference between the assessment of the policyholders and management with reference to reliablity, assurance and empathy. However, there is a significant difference between the assessment of policyholders and management with reference to responsiveness and tangibles. The policyholders' assessment is higher compared to management assessment when it comes to responsiveness and tangibles. Recommendations were drawn based on the findings and conclusions.

Author: Huihui Wang
Publisher: World Bank Publications
ISBN: 1464811180
Category : Business & Economics
Languages : en
Pages : 68

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Ghana National Health Insurance Scheme (NHIS) was established in 2003 as a major vehicle to achieve the country’s commitment of Universal Health Coverage. The government has earmarked value-added tax to finance NHIS in addition to deduction from Social Security Trust (SSNIT) and premium payment. However, the scheme has been running under deficit since 2009 due to expansion of coverage, increase in service use, and surge in expenditure. Consequently, Ghana National Health Insurance Authority (NHIA) had to reduce investment fund, borrow loans and delay claims reimbursement to providers in order to fill the gap. This study aimed to provide policy recommendations on how to improve efficiency and financial sustainability of NHIS based on health sector expenditure and NHIS claims expenditure review. The analysis started with an overall health sector expenditure review, zoomed into NHIS claims expenditure in Volta region as a miniature for the scheme, and followed by identifictation of factors affecting level and efficiency of expenditure. This study is the first attempt to undertake systematic in-depth analysis of NHIS claims expenditure. Based on the study findings, it is recommended that NHIS establish a stronger expenditure control system in place for long-term sustainability. The majority of NHIS claims expenditure is for outpatient consultations, district hospitals and above, certain member groups (e.g., informal group, members with more than five visits in a year). These distribution patterns are closely related to NHIS design features that encourages expenditure surge. For example, year-round open registration boosted adverse selection during enrollment, essentially fee-for-service provider mechanisms incentivized oversupply but not better quality and cost-effectiveness, and zero patient cost-sharing by patients reduced prudence in seeking care and caused overuse. Moreover, NHIA is not equipped to control expenditure or monitor effect of cost-containment policies. The claims processing system is mostly manual and does not collect information on service delivery and results. No mechanisms exist to monitor and correct providers’ abonormal behaviors, as well as engage NHIS members for and engaging members for information verification, case management and prevention.

Author:
Publisher:
ISBN:
Category : India
Languages : en
Pages : 724

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Author: Jordi Escayola
Publisher:
ISBN:
Category :
Languages : en
Pages : 21

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The aim of this project is to study the dimensions of service quality in non-life insurance market, applying the Quality Function Deployment (QFD) methodology.To achieve the purpose of the paper, a specific service quality scale was developed to reflect the most important service quality elements in the insurance industry. For the first time in any insurance market or insurance service quality research, the Insurance Service Quality Function Deployment (ISQFD) matrix was developed especially for the insurance sector. Furthermore, the SIQUAL scale has been developed which is specifically designed to analyse service quality in the insurance industry.We interviewed over 300 insurance customers (mainly car and home insurance policy holders) and 17 insurance experts - including company directors, researchers, public institution members, private institution members and consultancy directors from the insurance sector.By applying what we propose in this research study, insurance companies can develop their business and focus their actions on what is more efficient in the long term, increase their customers' satisfaction and loyalty. This research represents the first QFD analysis in the European insurance market and it is the first study based on a specific service quality scale, establishing a solid basis for future research in insurance service quality.

Author: Sunil D'Souza
Publisher:
ISBN:
Category :
Languages : en
Pages :

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In today's highly competitive environment, health care organizations are increasingly realizing the need to focus on service quality as a measure to improve their competitive position. While there has been a plethora of conceptual and empirical research regarding the many complexities involved in services marketing, few endeavours have been directed towards integrating the customer's assessment into models to improve overall service quality. This article examines service quality through a case study of a health care organization in Mangalore, Karnataka, India with a tertiary health provision. The population consisted of patients aged 18-65 years and 45 patients were considered through a purposive sampling technique. The study basically started off using the grounded theory for patient of service quality and this exploration was enabled to formulate a hypothesis; to test the specific hypothesis, the descriptive approach was used. The grounded theory indentified service quality dimensions through open coding, axial coding and selective coding. The analysis was done for the assessment of overall service quality by 'doctors' quality of care,' 'nursing quality of care' and 'operative quality of care' and the proportion of statistically significant variance. The service quality in which operative quality of care yielded 79 per cent; doctor quality of care yielded 45.6 per cent; and nursing quality of care yielded 63.8 per cent of explanatory power.The results also indicated there is need to improve doctors' care in the case of this organization. Service attributes related to this dimension requires management attention to improve the doctors' care of quality. The article concludes by highlighting the dearth in services marketing research for service quality measurement through patient perspective in health care organizations.

Author: Edugorilla Prep Experts
Publisher: EduGorilla Community Pvt. Ltd.
ISBN: 9358801972
Category : Education
Languages : en
Pages : 75

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All the latest national & international current affairs in one Book. EduGorilla's Current Affairs guide covers all of the latest news that is especially likely to come in competitive exams. The book covers the whole year's current affairs with a chapter for each month from January to December 2023. Formulated by current affairs experts for competitive exams, the book is especially designed keeping in mind the topics asked in the current affairs asked in competitive exams. Packed with relevant study material, EduGorilla's Current Affairs are a sure-shot way to assured success. With the help of this guide, candidates can stay up to date with all the latest news. A must have for last-minute revisions and complete current affairs preparations.

Author: Bahari Mohamed
Publisher:
ISBN:
Category : Medical care
Languages : en
Pages : 291

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The quality of health care service is always at the forefront of professional, political, concern stakeholders, and managerial attention. However, the key dimensions contributing to health care service quality not been fully understood. Many studies have been conducted to measure health care service quality, but most of them in developed countries, especially in Europe and the USA; the results may not be applied to the Malaysian context due to difference in culture, environment, and facilities accessibility. Although, the health care service quality research in developing countries is growing nonetheless, the study is not widespread in Malaysia. Only few empirical studies on healthcare service quality from Malaysia can be identified published in journals and the findings are inconsistent. Thus, to fill this knowledge gap, this study developed a service quality model for health care service by framing the association of service quality antecedents, perceived service quality, patient satisfaction, and behavioral compliance. To validate the research model and test the proposed research hypotheses, the study used a quantitative approach as a research paradigm, cross-sectional design as a survey method, combination of cluster and convenience sampling as a sampling technique and partial least square structural equation modeling (PLS-SEM) as a data analysis technique. The findings of the study show that health care service quality is a context-specific and multi-dimensional constructs. Given the high power achieved from the analysis, this thesis has significant theoretical and practical contributions. Theoretically, the study extends service quality research by reconstructing the model as a reflective, multi-dimensional constructs and evaluating the impacts of antecedent constructs on perceived service quality, patient satisfaction and behavioral compliance in the context of health care service in Malaysia. Methodologically, the study validates that PLS-SEM is suitable to estimate the parameters of a multi-dimensional constructs. Practically, the study provides hospital management with a health care service quality model for conducting integrated analysis and design of service delivery systems. Overall, the study makes a significant contribution to healthcare organizations, better health outcomes for patients and better quality of life for the community.