Authors: Nomula Sandeep, Dr. D. Harikanth
Abstract: The health insurance sector plays a vital role in providing financial protection against rising healthcare expenses and ensuring access to quality medical services. Understanding policyholders' perceptions and satisfaction levels is essential for health insurance providers to improve service quality and strengthen customer relationships. The present study examines the perceptions and satisfaction levels of policyholders toward selected health insurance providers and identifies the factors influencing their overall satisfaction. A descriptive and analytical research design was adopted for the study. Primary data were collected from 112 health insurance policyholders using a structured questionnaire. Convenience sampling was employed to select the respondents. Statistical techniques such as descriptive statistics, one-sample t-test, correlation analysis, and regression analysis were used to analyze the data. The findings indicate that policyholders generally possess favorable perceptions of health insurance services and are satisfied with the services provided by the selected insurers. Customer service, policy features, and claim settlement processes were found to significantly influence policyholder satisfaction. Among these factors, claim settlement emerged as the strongest predictor of satisfaction. The study also revealed a strong positive relationship between policyholder perceptions and overall satisfaction, suggesting that positive perceptions enhance customer satisfaction and loyalty. The results emphasize the importance of efficient claim management, transparent communication, and quality customer support in improving policyholder experiences. The study provides valuable insights for health insurance companies to develop customer-centric strategies and improve service delivery in an increasingly competitive healthcare insurance market.
DOI: http://doi.org/10.5281/zenodo.20893016
