Satisfaction and Repurchase Intentions for Health Insurance Marketplaces: Evidence from a Partnership State

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 satisfac...

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Bibliographic Details
Published in:The Journal of consumer affairs 2016-09, Vol.50 (3), p.638-651
Main Authors: Fitzgerald, M. Paula, Bias, Thomas K.
Format: Article
Language:English
Subjects:
Analysis
Consumer behavior
Consumer behaviour
Consumers
Customer satisfaction
Economic aspects
Health care industry
Health insurance
Health insurance exchanges
Health services
Insurance industry
Patient Protection & Affordable Care Act 2010-US
Patients
Satisfaction
Social aspects
Subsidies
TRENDS AND APPLICATIONS
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Summary: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.
ISSN:0022-0078
1745-6606
DOI:10.1111/joca.12088