Investigating the level of satisfaction of insured persons with the performance of agencies and counter offices of the contracting party of the General Directorate of Health Insurance of South Khorasan Province

Honary, Hadi; Aramesh, Hamed

doi:10.22034/jmsmo.2024.206637

Investigating the level of satisfaction of insured persons with the performance of agencies and counter offices of the contracting party of the General Directorate of Health Insurance of South Khorasan Province

Document Type : Original Article | Persian

Authors

Hadi Honary ¹

Hamed Aramesh ²

¹ Master's student, Department of Management, Islamic Azad University, Zahedan Branch, Zahedan, Iran.

² Assistant Professor, Department of Entrepreneurship Management, University of Sistan and Baluchistan, Zahedan, Iran.

10.22034/jmsmo.2024.206637

Abstract

The present study was conducted to investigate the level of satisfaction of the insured with the performance of the agencies and counter offices of the South Khorasan Health Insurance General Administration, the contracting party. This study is survey-analytical in terms of its purpose, application, and the method used in this study. It was conducted as a single-section study. This study was conducted on 350 clients of the contracting party government counter office of the South Khorasan Health Insurance General Administration who were selected using a proportional cluster sampling method. The data collection tool in this study was the SERVQUAL quality standard questionnaire, which measures two areas of the insured's expectations and perceptions of service quality. The data from this study were analyzed in SPSS software. The present study's findings show that in all areas of the SERVQUAL questionnaire, quality was negative, and clients' perceptions of their expectations were significantly higher. In the area of expectations, the best situation was observed in the area of responsiveness and confidence, and the worst situation was observed in the dimension of empathy. In the area of perceptions, the best situation was observed in the dimension of confidence and trust, and the worst situation was observed in the dimension of empathy. Overall, the counter offices studied appeared to exceed the expectations of the community receiving the service. Despite this, in the two dimensions of specific matters and responsiveness, the expectations and perceptions of the clients were the same. It is necessary to improve the current situation by improving the items related to the two dimensions of tangible matters and responsiveness.

Keywords

Insured Satisfaction

Perceptions

Expectations

Health Insurance

South Khorasan

Subjects

Business Management

Article Title Persian

بررسی میزان رضایت‌مندی بیمه‌شدگان از عملکرد نمایندگی‌ها و دفاتر پیشخوان طرف قرارداد اداره کل بیمه سلامت استان خراسان جنوبی

Authors Persian

هادی هنری ¹

حامد آرامش ²

¹ دانشجوی کارشناسی ارشد، گروه مدیریت، دانشگاه آزاد اسلامی واحد زاهدان، زاهدان، ایران.

² استادیار، گروه مدیریت کارآفرینی، دانشگاه سیستان و بلوچستان، زاهدان، ایران.

Abstract Persian

مطالعه حاضر به منظور بررسی میزان رضایتمندی بیمه شدگان از عملکرد نمایندگی‌ها و دفاتر پیشخوان طرف قرارداد اداره کل بیمه سلامت خراسان جنوبی انجام شد. این مطالعه از نظر هدف، کاربردی و روشی که در این پژوهش به کار گرفته شده از نوع تحلیلی پیمایشی است و به صورت تک مقطعی انجام گرفت. این مطالعه بر روی ۳۵۰ نفر از مراجعین به دفتر پیشخوان دولت طرف قرارداد اداره کل بیمه سلامت خراسان جنوبی که به روش نمونه‌گیری خوشه‌ای سهمی انتخاب شده بودند، انجام گردید و ابزار جمع آوری داده‌ها در این مطالعه پرسشنامه استاندارد کیفیت سروکوال بود که دو حیطه انتظارات و ادراکات بیمه‌شد‌گان را از کیفیت خدمات مورد سنجش قرار می‌دهد. داده‌های این پژوهش در نرم‌افزار SPSS مورد تجزیه و تحلیل قرار گرفته است. یافته‌های مطالعه حاضر نشان می‌دهد که در تمام حیطه‌های پرسشنامه سروکوال کیفیت منفی بود و ادراکات مراجعین از انتظار آنها به طور معناداری بالاتر بود. در حوزه انتظارات بهترین وضعیت در حیطه پاسخگویی و اطمینان و بدترین وضعیت در بعد همدلی مشاهده شد و در حوزه ادراکات نیز بهترین وضعیت در بعد اطمینان و اعتماد و بدترین وضعیت در بعد همدلی مشاهده شد. در مجموع دفاتر پیشخوان مورد مطالعه فراتر از انتظارات جامعه گیرنده خدمت ظاهر شده است. علی رغم این موضوع، در دو بعد موارد مخصوص و پاسخگویی انتظارات و ادراکات مراجعین یکسان بود. لازم است با ارتقای آیتم‌های مربوط به دو بعد موارد محسوس و پاسخگویی وضعیت موجود را ارتقاء بخشید.

Keywords Persian

رضایتمندی بیمه شدگان

ادراکات

انتظارات

بیمه سلامت

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