A Study On The Service Satisfaction Of Basic Medical Insurance For Urban And Rural Residents

Basic medical insurance for urban and rural residents has achieved significant success in safeguarding the health of the masses since it was carried out.However,to some extent,the implementation of medical insurance system is restricted by the level of medical service.Some researches show that the public satisfaction is low in the field of medical insurance administrative service.There is a certain gap between the service level of the medical insurance agency and the expectation of the insured.Therefore,this study takes Zhijin county in Guizhou Province as an example and the administrative service object as the research object.On the basis of customer satisfaction model,the author establishes a new model about the satisfaction of basic medical insurance for urban and rural residents administrative service.The article analyzes the influencing factors of satisfaction through the way of the questionnaire about the satisfaction.And it provides a reference for the medical insurance agencies to improve the service quality.The investigation shows that the overall satisfaction on the administrative service of medical insurance is evaluated highly by the administrative service object,but the satisfaction is low in publicity,service efficiency and the supervision to designated medical institution in Zhijin county.The three influencing factors of satisfaction,which are perceived quality,perceived value and public confidence,have positive influence on the administrative service.There are two influencing factors of satisfaction have no influence on the administrative service,which are public expectations and public complaints.According to the problems found in this study,some advice is given to improve the administrative service.