HEALTH-RELATED MOBILE APPLICATIONS FOR SMART DEVICES ON INSURANCE PROVIDERS: AIDING CUSTOMER RETENTION

Abstract

This empirical research explores the number of healthcare insurance providers/payers using mobile applications for smart devices and analyzes the significance between the use of the mobile application for smart devices and their customer retention. A questionnaire was used to gather data. Forty-one employees from health insurance and private insurance providers completed the questionnaire. The results found that only 51.21% of healthcare insurance providers/payers utilize/require mobile applications and 75.61% plan to utilize/require mobile applications. A significant relationship was found between the use of mobile applications and customer retention; however, no significant correlation was found between gender and the use of mobile applications and customer retention. This work serves as an important step towards recognizing the business value aspects of health-related mobile applications for smart devices on insurance providers.