ASSESSMENT OF INDIVIDUALS’ SATISFACTION WITH THE QUALITY OF FAMILY HEALTH INSURANCE SERVICES IN DONG NAI PROVINCE, VIETNAM

Abstract

Based on fundamental theoretical framework, hypothetical research models, and primary data via direct surveys of 250 individuals who use family health insurance services in Dong Nai Province, we propose a research model consisting of 6 influencing factors with 28 observed variables. The study uses quantitative methodology of Cronbach's Alpha test, exploratory factor analysis, multiple regression analysis, and robustness test, to determine the factors influencing individuals' satisfaction with family health insurance services. The research results reveal five significant factors influencing individuals’ satisfaction with the quality of family health insurance services in the study area, ranked in order of importance: (1) administrative procedures; (2) hospital infrastructure; (3) hospital service capacity; (4) convenience of family health insurance; (5) medical staff empathy. Based on these findings, the study proposes several managerial implications to enhance overall satisfaction with the quality of family health insurance services in Dong Nai Province.