Accession Number : ADA324197

Title :   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.

Descriptive Note : Final rept. Jul 95-Dec 96,

Corporate Author : ACADEMY OF HEALTH SCIENCES (ARMY) FORT SAM HOUSTON TX HEALTH CARE ADMINISTRATI ON

Personal Author(s) : Kelly, Stacy A.

PDF Url : ADA324197

Report Date : DEC 1996

Pagination or Media Count : 166

Abstract : While other service industries have been measuring and leveraging customer satisfaction 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.

Descriptors :   *HEALTH, *SURVEYS, *QUALITY ASSURANCE, MEASUREMENT, MANAGEMENT PLANNING AND CONTROL, MANAGEMENT, STRATEGIC ANALYSIS, THESES, MILITARY PLANNING, TEXAS.

Subject Categories : Administration and Management
      Information Science
      Medicine and Medical Research

Distribution Statement : APPROVED FOR PUBLIC RELEASE