Research On The Quality Of Internet Commercial Health Insurance Service In China

With the aggravating aging of population in our country,the commercial health insurance has obtained great development thanks to the internet platform.Correspondingly,the proportion of its premium in internet life insurance has been expanding.However,commercial health insurance also faces severe market competition and product homogenization.Under the tremendous competition pressure,the quality of service provided by major enterprises of Internet health insurance tends to be especially critical.Taking the expense reimbursement commercial medical insurance as an example,this paper studies the evaluation,which is given by the insured,of the service quality provided by the commercial health insurance sold on the online platform,so as to find out whether there is a lack of service in the current internet health insurance.Referring to existing insurance documents and some management research,this paper uses SERVQUAL model to explore the differences between internet health insurance service and traditional health insurance service by comparing and analyzing four types of medical expense insurance.As a result,the indexes in the model will be modified to construct a service quality evaluation system which is suitable for internet commercial health insurance.The objective data is obtained through questionnaire survey and is analysed by the entropy method along with fuzzy evaluation method,so as to evaluate the service quality of internet commercial health insurance and put forward some countermeasures to solve the problems.In this article,the words "difference between feeling and expectation" rather than the result of feeling value subtracting expected value will be used to describe the evaluation statement of each index and thus simplifying the process of filling out the questionnaire.Fuzzy analysis is carried out with entropy serving as a calculation method of weight,which makes the results more objective and reliable.In the aspect of questionnaire design,the research is based on a combination of scale and questioning.Using scale,this paper conducts a standardized data analysis to explore the service evaluation.At the same time,some details are questioned to provide corroboration for the analysis and countermeasures.According to the negative correlation between the weight and the score,the item which gets higher weight but lower score is the key point to perfect service in the future.Excel software is utilized to construct the weight scoring matrix of the service quality.It can be found that the focus of matrix is on indicators of the fourth quadrant and specific suggestions should be proposed correspondingly.