A Study for Hanoi on How Perceived Value and Service Quality Affect Customer Satisfaction in Healthcare Insurance

Abstract

Healthcare insurance is currently attracting special attention in low- and middle-income countries. Theory and practice have proven that healthcare insurance is a means to improve access to healthcare services for all people, especially those with low incomes, helping to prevent financial risks during illness, especially the risk of financial disaster due to direct payment methods. The empirical literature on health insurance participation is limited despite the importance of insurance participation. This research was conducted through interviews and surveys of customers of insurance businesses in Hanoi, with 242 feedback forms received. The authors process the collected data through SPSS software. Research results show a positive relationship between customer-perceived value and service quality and satisfaction. Service quality also positively impacts customers' perceived value. The research results are the basis for the authors' proposal of policy suggestions for insurance businesses to develop healthcare insurance operations in Vietnam's current insurance market.