Customer Satisfaction Differences in a Health Plan's Lines of Business:Predictors of Satisfaction Using the National Committee for Quality Assurance (NCQA). Annual Member Survey

摘要

While other service industries have been measuring and leveraging customersatisfaction for years, managed care organizations (MCOs) are relatively new participants in using customer satisfaction measures for other than traditional quality assurance programs. Now recognized as an important and viable outcome measure, the ability to measure customer satisfaction and use it for strategic planning and marketing purposes are rapidly becoming the norm for MCOs striving to improve their services and market share. This graduate management project will examine the concept of customer satisfaction in detail and report on one health maintenance organization's experience using a standardized customer satisfaction survey in two distinct lines of business.