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Satisfaction and Repurchase Intentions for Health Insurance Marketplaces: Evidence from a Partnership State
Author(s) -
Fitzgerald M. Paula,
Bias Thomas K.
Publication year - 2015
Publication title -
journal of consumer affairs
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.582
H-Index - 62
eISSN - 1745-6606
pISSN - 0022-0078
DOI - 10.1111/joca.12088
Subject(s) - business , subsidy , health insurance , marketing , general partnership , customer satisfaction , quality (philosophy) , variety (cybernetics) , health care , advertising , finance , economics , economic growth , market economy , philosophy , epistemology , artificial intelligence , computer science
The 2010 Patient Protection and Affordable Care Act ( ACA ) requires Health Insurance Marketplaces that offer consumers a variety of health insurance plans and provide federally funded subsidies for those who qualify. We use customer satisfaction literature to identify factors that may impact satisfaction and repurchase behavior with one Health Insurance Marketplace. Using data from an exit survey of consumers who purchased their insurance via one state's Marketplace, we find that the usefulness of personal assistance, website quality, and disconfirmation impact satisfaction. Repurchase intentions are a function of satisfaction and subsidies, and are also directly affected by positive disconfirmation and website quality.