Roger Gates

Contemporary marketing research

Contemporary marketing research , Contemporary marketing research , مرکز فناوری اطلاعات و اطلاع رسانی کشاورزی

Patient/enrollee satisfaction with healthcare and health plan

The findings of the present study show that healthier patients, older patients, males, those with a lower level of education, those who perceive system performance to be high and those with lower levels of system usage are more satisfied with both their healthcare and health plan than their opposite counterparts. Regarding the incremental effects of these variables, the most striking finding is the strong, pivotal role of physicians in influencing patient satisfaction with healthcare. In regard to satisfaction with health plan, the extent of the problems that members have had with their health plan has by far the largest statistical influence on their satisfaction with that plan. The effects of other independent variables including the three demographic variables, self‐stated health status, number of visits to doctor’s office or clinic, and issues related to access, though significant, show relatively small statistical influences on overall satisfaction with healthcare and health plan.

Modeling Consumer Health Plan Choice Behavior To Improve Customer Value and Health Plan Market Share

Abstract The ability of health-care providers and insurers to survive in todays highly competitive market requires that they thoroughly understand marketplace needs and use that information to deliver true customer value. The objective of the present study is to illustrate how choice-based conjoint analysis can be used to create health plans that optimize value for consumers and market share for managed care organizations. The use of choice-based conjoint analysis takes the guesswork out of health plan design and promotion. By offering insight into consumer reactions to the range of plan feature choices, the research program presented in this article can help to increase consumer satisfaction while aiding health plans to reach their objectives as well. The elimination of crises and ad hoc decision making raises the effectiveness and efficiency of managed care programs.

Prospective respondent integrity behavior in replying to direct mail questionnaires: a contributor in overestimating nonresponse rates.

Abstract The research questions of this study were to what extent are deliverable mail questionnaires addressed to the wrong prospective respondent returned unopened to the researcher vs. completed by someone other than the persons they were mailed to? Thus, the purpose was to investigate the existence of a prospective respondent integrity behavior factor among people who received incorrectly named, yet deliverable, questionnaires and the impact of this behavior on estimating nonresponse rates, nonresponse bias, and administrative sampling error as well as on the generalizability of results to the original defined target population. Since only approximately 41% of such questionnaires are returned to the researcher, reported response rates of mail surveys will be incorrect if this particular integrity behavior factor is not considered. Since only 0.5% of such questionnaires are completed and returned, incorrect deliverable questionnaires are not a significant contributor in limiting the researchers ability to assess response type errors.

Developing inventories for satisfaction and Likert scales in a service environment

Purpose – The purpose of this paper is to produce up‐to‐date inventories for satisfaction and Likert scales that contain commonly used scale point descriptors and their respective mean scale values and standard deviations.Design/methodology/approach – All data were collected online using the SSI Survey Spot Panel. This panel is national (USA) in scope. Thirty‐nine satisfaction items and 19 agreement items were tested on a random sample consisting of individuals 21‐65 years old.Findings – The mean value and the standard deviation were calculated for each of these descriptors. Even though only six of the items that had been tested by Jones and Thurstone (1955) were included in the list of satisfaction scale descriptors, the semantic meanings of those six have changed very little over the years.Research limitations/implications – One limitation might be that scale point descriptor inventories developed within the context of health insurance might not be valid in other service contexts.Practical implications ...

Mail Surveys: A Closer Look at Nonresponse Rates

The topics of response rates, corresponding nonresponse rates and the associated nonresponse bias are, or should be, of interest to all researchers using survey instruments (Struebbe, Kernan, and Grogan 1986). Given that ad hoc (i.e., one-shot) mail surveys, in comparison to other survey methods including mail panels, have traditionally suffered from much higher nonresponse rates (Visser et al. 1996), both practitioners and academicians conducting mail surveys of this type are generally very concerned with nonresponse rates and normally report these rates in their research output (Yammarino, Skinner, and Childers 1991). These researchers also generally state whether they were able to detect nonresponse bias. That is, they acknowledge that it is important to determine the error that results from a systematic difference between those who responded to a mail survey and those who did not respond, because such a systematic difference raises serious doubts concerning the accuracy of the results (Lambert and Harrington 1990).