The Most Important Factors Influencing Customers’ Satisfaction in The Saudi Medical Insurance Sector

Abstract

This thesis studies the most critical factors influencing customers' satisfaction with Saudi medical insurance. It aims to understand the influences that affect customers' satisfaction to help Saudi insurance companies develop their medical insurance products and meet their needs. It focuses on ranking the factors (medical networks, e-services, customer services, and medical approvals) according to their impact on the client's satisfaction and examining their satisfaction level with each factor. This study assumes that there are preferences among these factors and apparent satisfaction with each factor. The data were collected by a questionnaire that included mixed methods and shared with participants through social media. The study found that the ranking of these factors is (medical networks, quick medical approvals, e-services, and customer services). Finally, the results also found a state of satisfaction with all factors except customer services, which is neutral.