Experience of Insured Patients with Cashless Treatment Facilities

Debalina Chowdhury — 2026-06-02

Background: Health insurance has become a key tool of financial security against escalating healthcare expenses, especially with cashless treatment centres that do away with initial payments on insured patients. Although it has its benefits, the experiences of patients who undergo cashless treatment are still affected by various factors, such as the insurance procedures, quality of the hospital services, and the financial aspects, and it is essential to investigate the determinants of the issue holistically.

Aim: The study aims to examine the impact of insurance system processes on insured patients’ experience with cashless treatment facilities, analyse the relationship between hospital service factors and patient satisfaction, and assess the influence of cost on trust perception.

Methodology: The research design to be used in the study is a descriptive and analytical study with primary data being collected through insured patients who received cashless treatment in the selected hospitals. A structured questionnaire based on a five-point Likert scale was used to collect data. To examine the relationship between variables, SPSS was used to test the relationships between variables using descriptive statistics, correlation analysis, multiple regression and ANOVA.

Results: The results indicate that patient experience is considerably positively affected by insurance system processes and accounts for 52.9% of the variation. Reasonable waiting time, helpful staff, and a prompt discharge are all the factors that have a significant impact on satisfaction, and the rest of the factors are negligible in hospitals. The research also concludes that the cost factor does not have a significant influence on the perception of trust, and there are no significant differences in experience between groups.

Conclusion: The study finds that operational efficiency of insurance processes and service delivery is a critical factor in improving patient experience and satisfaction in cashless treatment systems, and cost has a lesser impact on trust. There is the need to enhance collaboration between healthcare providers and insurers to enhance patient outcomes.

Servqual Model for Customer Satisfaction in Hotels in Jhapa, Nepal

Bikash Koirala — 2026-06-05

Jhapa District in Nepal is one of the key strategic tourism and business gateways, but its hotel sector has some long-term issues concerning the standardisation of service quality and its largely absent systematic measurement systems. This study uses the SERVQUAL model to find out the relationship among five popular major dimensions of service quality, including tangibles, reliability, responsiveness, assurance, and empathy, to determine their influence on customer satisfaction. A cross-sectional survey research design based on a quantitative approach was used to gather the data involving 384 customers linked to 17 hotels in some of the largest regions of Jhapa, such as Birtamod and Damak. The statistical analysis was performed using SPSS 25, and it was found that all five dimensions are strongly and positively related to customer satisfaction (i.e., p < .001). The multiple linear regression analysis also suggests that the model of SERVQUAL accounts for 82.7% of the variation in satisfaction (R² = .827). Among the predictors, responsiveness (b = .257) is discovered to be the strongest dimension, with tangibles (b = .236) and assurance (b = .231) next and last. These results imply that the timely service, professionalism of the staff's behaviour, and properly maintained facilities are the main indicators of customer satisfaction in the context of Jhapa. The study recommends that the managers of the hotels concentrate on setting response time standards, improve the staff training to instil trust with the guests, and maintain high standards of hygiene to ensure that customers have a good first impression. Finally, the study applies the SERVQUAL model to a local South Asian context, and the hotel managers can be presented with evidence-based measures that help to improve their competitiveness and resource distribution.

Journal of Advanced Research in Quality Control & Management

Experience of Insured Patients with Cashless Treatment Facilities

Servqual Model for Customer Satisfaction in Hotels in Jhapa, Nepal