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Investigating the effect of the insured's satisfaction factors on the income of supplementary medical insurance companies (Case study of Hafiz Atiye Sazan Company

Number of pages: 213 File Format: word File Code: 32318
Year: 2010 University Degree: Master's degree Category: Librarianship
Tags/Keywords: Complementary treatment insurance - Customer expectations - Financial performance - Insurance companies - Measuring financial performance - Non-financial criteria - Satisfaction factors
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  • Summary of Investigating the effect of the insured's satisfaction factors on the income of supplementary medical insurance companies (Case study of Hafiz Atiye Sazan Company

    Dissertation for Master's degree

    Direction: Accounting

    Abstract

    In this research, the relationships between non-financial criteria and financial performance of supplementary medical insurance companies were investigated. In this study, the customer satisfaction criterion was considered as a non-financial criterion and the company's income as a financial criterion. The statistical population of branches of Hafez Futures Insurance Company was selected throughout the country. which was determined by using the sample selection formula for the unspecified population, the sample size was 196, and a questionnaire containing 34 questions was published to measure the non-financial criteria of customer satisfaction, and 175 responses were collected, about 89% of responses were collected. To test the hypotheses, one-sample t-test was performed, as well as correlation coefficient calculation and regression analysis, and t and F statistics were used. SPSS2 (0.16) and STATISTICA (0.8) software were used for statistical analysis. The results of the research showed that, despite the high level of satisfaction of the insured in all branches, the factors of satisfaction (the amount and manner of fulfilling obligations), (quality conditions governing the insurance company) (medical centers on the contract side of the insurance company) and the income of this company do not have a significant relationship. It has revealed the strengths and weaknesses of the organization and the continuous improvement of productivity in advance. Therefore, today's managers have been searching for a comprehensive, reliable and flexible solution to evaluate the performance of their organization, so that while ensuring the implementation of their strategies, they can obtain accurate and sufficient information about their current position and, looking to the future, provide opportunities for the promotion and improvement of their organization. An evaluation method should be able to present the overall situation of the organization in relation to the organizational goals (in terms of distance to the goal) at any moment. It should also determine the position of the organization in relation to the surrounding environment (market, competitors and other organizations), in addition to this, it should also indicate the effectiveness of all activities carried out in the organization. Balanced evaluation card is one of the most comprehensive and complete methods available, which is very popular nowadays and uses its achievements. The mentioned method emphasizes and focuses on four key and central aspects of finance, customer, processes and organizational growth and learning, which includes all the processes and expectations of organizations in relation to the preparation of required criteria and indicators and evaluation of the organization based on the realization of their values ??and on the basis of approved operational plans. Considering the importance of the customers of insurance companies, who are considered the main capital of these companies, in this research we will examine their satisfaction with the income of the supplementary treatment insurance company. In recent decades, the role of accountants has expanded from measuring and reporting business unit activities to collaborating in management science and marketing, finance, and other professions that employ modern management innovations. Some of the innovations include objective-based costing, activity-based costing, activity-based management, balanced evaluation, Six Sigma, and mass production based on customer orders. Companies have now stepped from the age of industrial competition to the age of information competition. In the industrial age, financial systems were developed in companies to efficiently allocate and control financial and physical capital. Financial metrics such as operating profit and return on capital can evaluate the effectiveness and efficiency of operating segments, which use financial and physical capital to create value. In the information age, many of the basic assumptions of the age of competition have been abandoned. Companies can no longer gain sustainable competitive advantage just by deploying new technology to better manage financial assets and liabilities. In the age of information, both production and service companies need new abilities to succeed. The company's ability to exploit intangible assets is much more important than the management of tangible and physical assets.. Intangible assets enable companies to develop relationships with customers and maintain the loyalty of existing customers and attract new customers by providing effective and efficient services. And one of the non-financial criteria that has been examined in many researches on its relationship with financial criteria is customer satisfaction. In the first chapter, after stating the research problem, the importance and necessity of the research is pointed out, as well as the objectives of the research, and the theoretical framework of the research, which was the main statement of the research question and topic, is given in this chapter, and the explanatory model and research assumptions are also mentioned, and the history of the research is examined, and at the end of this chapter, the operational variables of the research and the definitions of words and terms are given.

    2-1 statement of the research problem

    The importance of non-financial criteria on measuring the financial performance of companies and various units of companies and the effect of non-financial criteria on financial criteria and research that has been done in the past shows evidence regarding the relationship between customer satisfaction and future financial performance. Several researches have been conducted that show a positive relationship between customer satisfaction and future financial performance. While other researches and surveys showed that the financial impact of customer satisfaction in industries and companies is different. Due to the competition among insurance companies, if the factors affecting the income are not known, sometimes these companies face a decrease in income, which may sometimes endanger the existence of the company. If the insurer is unsuccessful in evaluating the factors, there is a possibility of losing current income and even future income. Among these cases, the insurance companies are forced to compensate for the empty capacity by losing contracts and their current insureds. This issue affects the income of these companies in two ways. First, these companies are forced to pay a percentage of their income as marketing agents' fees in order to obtain new insureds and new incomes. 

    Abstract:

    this study represents the relationship between non-financial standards and the financial functions of health complement insurance firms. In this study, the satisfaction criterion of customers represents as non-financial standard and firm outcome representatives as financial standard. Statistical population is selected as the branches of "Atiye sazabne Hafez insurance firm" in our country. That by use of sample select formula for an unidentified subject sample version identified 696 cases and a questioner publisheyith 34 question for evaluation non-financial standard of customer satisfaction and 175 answerer published too, Them 89% of them selected.   

    For hypothesis tests used of single t-test and evaluation of correlation coefficient and regression analyze and also used of F and T. For statistical analyze used of SPSS2 (66.0) and STATISTICA (8.0) software. The results show that despite higher customer's satisfaction in all branches, satifactories factors (the degree and styles of promise and bond). (and quality position on insurance firm), there is no meaning full relation with outcomes, firm.

  • Contents & References of Investigating the effect of the insured's satisfaction factors on the income of supplementary medical insurance companies (Case study of Hafiz Atiye Sazan Company

    List:

     

    Abstract:. 1

    Introduction:. 2

    Chapter One: General Research

    1-1-Introduction. 4

    2-1 Statement of the research problem. 5

    3-1 study history. 6

    4-1 Importance and necessity of research. 8

    5-1 research objectives. 10

    6-1 Research assumptions: 11

    7-1 Definition of research words and terms: 11

    Chapter Two: Review of research literature

    2- Introduction. 15

    1-2 performance evaluation. 16

    1-1-2 financial and non-financial criteria. 16

    2-1-2 balanced assessment. 17

    3-1-2 balanced evaluation card. 17

    2-2 Satisfaction. 19

    1-2-2 The concept of marketing and service marketing. 19

    1-1-2-2 Marketing management. 19

    2-1-2-2 service marketing. 20

    3-1-2-2 Characteristics of service affairs. 20

    2-2-2- Basic concepts of customer satisfaction. 22

    1-2-2-2 Customer definition. 22

    2-2-2-2 The concept of customer satisfaction. 23

    3-2-2-2 The importance of achieving customer satisfaction. 24

    4-2-2-2 Measurement of customer satisfaction. 25

    5-2-2-2 Benefits of achieving customer satisfaction. 25

    6-2-2-2 The relationship between service quality and customer satisfaction. 26

    3-2-2 Classification of customer satisfaction formation models. 26

    4-2-2 New concepts in customerism. 30

    1-4-2-2 Definition of customer relationship management. 30

    2-4-2-2 Benefits of customer relationship management for customers. 30

    3-4-2-2 Benefits of customer relationship management for organizations 31

    5-2-2 Customer club. 32

    1-5-2-2 Definition of customer club. 32

    2-5-2-2 Retention effects of a customer club. 33

    3-5-2-2 customer club retention chain. 33

    6-2-2 Customer satisfaction measurement tools. 34

    1-6-2-2 SERQUAL scale (service quality): 35

    2-6-2-2 technical/operational service quality model: 36

    3-6-2-2 Kano model. 37

    7-2-2 The needs, wishes and expectations of policyholders. 38

    8-2-2 Importance of buyer (insured) satisfaction 42

    9-2-2 Types of insurance market and satisfaction of the insured. 43

    10-2-2 Methods of expressing dissatisfaction. 46

    1-3-2 History of insurance. 48

    2-3-2 Evolution of insurance. 48

    3-3-2 Beginning of insurance career. 49

    4-3-2 Lloyds of London. 49

    5-3-2 History of insurance in Iran. 50

    6-3-2 Definition of the term insurance. 52

    7-3-2 The role of insurance. 52

    8-3-2 Classification of types of insurance. 54

    1-8-3-2 Social insurances. 54

    2-8-3-2 commercial insurances. 55

    9-3-2 Causes of people's need for personal insurance. 56

    10-3-2 Differences between optional health insurance and mandatory health insurance. 56

    11-3-2 Health insurances. 58

    1-11-3-2 Individual insurances. 58

    2-11-3-2 Group insurances. 58

    12-3-2 The factor of emergence, expansion and evolution of group insurances. 59

    13-3-2 Individual coverage against group coverage. 59

    14-3-2 characteristics of group insurances. 60

    15-3-2 Status of health insurance in different countries. 62

    16-3-2 The risk of health insurance. 63

    17-3-2 Different forms of health insurance in terms of their scope of coverage 63

    18-3-2 Health insurance supervision body in Iran. 64

    19-3-2 Complementary medical insurance in Iran. 66

    20-3-2 Complementary treatment insurance structure. 67

    21-3-2 How to issue health insurance. 67

    22-3-2 The purpose of issuing a health insurance policy: 68

    23-3-2 Health insurance and its different plans: 68

    24-3-2 Insurance contract. 69

    1-24-3-2 Details of insurance contracts. 70

    25-3-2 insurance policy. 71

    26-3-2 Risk or danger in insurance. 73

    27-3-2 Reinsurance - health insurance risks. 74

    28-3-2 Principles governing insurance contracts. 74

    29-3-2 inflation and insurance. 77

    1-29-3-2 Effect of inflation on damage. 77

    2-29-3-2 Effect of inflation on insurance premiums. 77

    30-3-2 Basis for determining supplementary insurance premium for treatment (income) 78

    4-2 History of conducted research and studies. 79

    1-4-2 Internal background of the research. 79

    2-4-2 External background of research. 82

    Chapter 3: Research implementation method

    1-3- Introduction. 86

    2-3 - Research method. 86

    3-3 scope of research. 87

    1-3-3-thematic domain: 87

    2-3-3 spatial domain: 87

    3-3-3 temporal domain: 87

    4-387

    1-3-3-thematic domain: 87

    2-3-3 spatial domain: 87

    3-3-3 temporal domain: 87

    4-3 information gathering methods. 87

    3-5 explanatory model of research. 88

    6-3 information gathering tools. 88

    7-3 Determining the validity and reliability of the measurement tool. 90

    8-3 society and example. 91

    9-3 information analysis method. 92

    Chapter Four: Analysis of Tenses

    1-4- Introduction. 96

    2-4 Frequency distribution of answers 96

    3-4 Descriptive statistics indicators. 98

    1-3-4 independent variables. 99

    2-3-4 homogeneity test of the sample mean with the population. 102

    4-4 hypothesis testing 103

    1-4-4 analysis of the first sub-hypothesis. 104

    3-4-4 Analysis of the third sub-hypothesis. 110

    4-5 Summary of the obtained results. 117

    Chapter Five: Conclusions and Suggestions

    1-5-Introduction. 119

    1-2-5-The result of the first sub-hypothesis: 119

    2-2-5-The result of the second sub-hypothesis test: 120

    3-2-5-The result of the third sub-hypothesis: 121

    4-2-5-The result of the main hypothesis: 121

    3-5 discussion and general conclusion. 122

    4-5 suggestions 123

    1-4-5 suggestions based on the findings of research hypotheses. 123

    2-4-5 suggestions for future research. 124

    5-5 limitations and research problems. 125

    Appendices

    Appendix A) Questionnaire: 127

    Appendix B) Statistical tables: 131

    Sources and reference

    Persian sources: 157

    Latin sources: 160

    English summary: 161

    Source:

     

     

    Ajri, Kh., 1352, "Insurance in Iran", Tehran, Faros Publications

    Azer, N., 1388, "Investigation of the relationship between non-financial criteria and financial performance of the company (Case study: State insurance companies, branches of Tehran Province)", Islamic Azad University, Tehran Branch.

    Ahmadi, A., 1380, "Insurance self-study", Farudsi University, first edition, Mashhad.

    Ahmadi, M., 1382, "Generalities of Insurance", Mohaghegh Publications, Tehran

    Irannejad, M. et al., 1378, "Organization and Management from Theory to Practice", Tehran, Central Bank Publications.

    Otterville Jean, F., translators Abdul Nasser Hemti and Ali Dehghani, 1388, "Theoretical and Practical Basics of Insurance", Publisher of Bimah Research Institute, Tehran.

    Beluyan Tehrani, M., 1376, "Marketing and Market Management", Institute of Business Studies and Research, Tehran.

    Payadar, M., 1386, "Investigation of strategies to improve the profitability of supplementary medical insurances, a case study in Asia Insurance Company", Bachelor's thesis, Islamic Azad University of Tehran, Central Branch, Faculty Economics and accounting.

    Tracy, M. and colleagues, translated by Abdolreza Rezainejad, 1375, "Market Leader Solutions", Rasa Cultural Services Institute.

    Tabat Madar, G., 1374, "Insurance Production Circuit in Iran, Insurance Industry Quarterly", Year 8, Number 4.

    Haji Gol, A., 1385, "Introduction to the Customer Satisfaction Index Measurement Model", article in the International Management Conference in Tehran.

    Hassanzadeh Karimabad, H.R., 1377, "Study on the factors of insurance policyholders' satisfaction with an emphasis on accident and medical insurance", Master's thesis, University of Tehran.

    Jaafari, M. et al., 1379, "Strategic and cultural tools of comprehensive quality management", Rasa Cultural Institute Publications, first edition, Tehran.

    Dastbaz, H, 1377, "Principles and generalities of insurance of people", Allameh Tabatabai University Publications, Tehran, first edition.

    Rosta, A., 1378, "The most important differences between service and goods in marketing management", Specialized Marketing Monthly, No. 5.

    Robins. A, 1374, translated by Ali Parsaiyan and Seyed Mohammad Arabi, "Organizational Behavior", Tehran, Business Studies and Research Institute, 1374, 3 vols. Volume 1, p. 289.

    Rosta, A. et al., 1376, "Marketing Management", Semat Publications, Tehran, 2nd edition.

    Zanjirdar, M. et al., 1387, "Balanced evaluation card, systematic approach in strategic management", Accountant magazine, year 23, number 199. Medical Service Insurance Organization, Tehran, Scientific and Cultural Publications. Samuel, K., translated by Hossein Hosseinzadeh, 1379, "Comprehensive Quality Management of a Consistent Attitude", Diba Publications. Publisher.

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