A Study On Customer Satisfaction Towards Cashless Health Insurance Services In Kanyakumari District

Abstract

Health insurance has become an essential financial protection mechanism against rising medical expenses and healthcare costs. Among the various health insurance facilities, cashless health insurance services have gained significant importance as they enable policyholders to receive treatment at network hospitals without making immediate payments. The present study titled “A Study on Customer Satisfaction towards Cashless Health Insurance Services in Kanyakumari District” aims to examine the demographic profile of customers availing cashless health insurance services, identify the factors influencing their choice, assess their level of satisfaction, and evaluate the effectiveness of the cashless claim settlement process. The study is descriptive in nature and is based on both primary and secondary data. Primary data were collected from 90 respondents through a structured questionnaire using the convenience sampling technique. The collected data were analysed using the Statistical Package for Social Sciences (SPSS). Percentage Analysis, Weighted Mean Score Analysis, Independent Sample t-Test, One-Way Analysis of Variance (ANOVA), and Multiple Linear Regression Analysis were employed to achieve the objectives of the study.

The findings reveal that the majority of respondents are male, belong to the 26–35 years age group, and are privately employed. The cashless treatment facility at network hospitals, quick claim settlement, and a wide network of empanelled hospitals emerged as the major factors influencing customers to choose cashless health insurance services. The study also found significant differences in customer satisfaction based on age and gender. Further, the regression analysis indicates that the speed of claim settlement, simplicity of documentation, transparency in the claim process, and support from insurance companies significantly influence the effectiveness of the cashless claim settlement process. The study concludes that improving the efficiency, transparency, and customer-friendliness of claim settlement procedures will enhance customer satisfaction and strengthen confidence in cashless health insurance services. The findings provide valuable insights for insurance companies, healthcare providers, and policymakers in improving service quality and customer experience...