Level of Factors Effects on Customers’ Satisfaction of State Health Insurance in Developing Countries: The Case of Vietnam

Nguyen Thi Hai Duong, Nguyen Thi Chinh, Nguyen Xuan Tiep, Le Quy Duong, Bui Quynh Anh


The article aims to assess the level of factors effecting on customer’s satisfaction with The State Health Insurance, study the case of Vietnam. Parasuraman's SERVQUAL model is utilized to measure the influence of five factors on the customers’ satisfaction with the Vietnam’s State Health Insurance. Five factors are (1) Tangibles, (2) Reliability, (3) Empathy, (4) Assurance and (5) Responsiveness. The data is surveyed by questionnaire by sampling selection method from three Vietnamese largest cities with a total of 764 respondents. Based on the results of Exploratory Factor Analysis (EFA) and multiple regression analysis, five factors have positive effects on the customers’ satisfaction. The level of responsiveness effect is highest, whereas the level of empathy effect is lowest. This empirical result demonstrates that the service quality is essential to create high customers’ satisfaction with The State Health Insurance although it is compulsory for all Vietnamese citizens. Improving service quality is the key to maintain a high covered rate of state health insurance, which contributes to ensuring social security.

Keywords: customer’s satisfaction, The State Health Insurance.

DOI: 10.7176/JESD/10-24-08

Publication date: December 31st 2019

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ISSN (Paper)2222-1700 ISSN (Online)2222-2855

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