Socio-Economic Factors Affecting Member’s Satisfaction towards National Health Insurance: An Evidence from the Philippines

Ardvin Kester S. Ong, Yogi Tri Prasetyo*, Kate Nicole M. Tayao, Klint Allen Mariñas, Irene Dyah Ayuwati, Reny Nadlifatin, Satria Fadil Persada

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)


The National Health Insurance, “PhilHealth”, is the healthcare provider for Filipino citizens in the Philippines. The study focused on determining the effects of members’ satisfaction with PhilHealth among Filipino members. The study utilized 10 latent variables from the integrated Service Quality (SERVQUAL) and Expectation-Confirmation Theory (ECT). There are 500 respondents that are used and analyzed through Structural Equation Modeling (SEM) and a Deep Learning Neural Network (DLNN). Utilizing SEM, it was revealed that Reliability, Responsiveness, Socio-Economic Factors, Expectation, Perceived Performance, Confirmation of Beliefs, and Members’ Satisfaction are significant factors in the satisfaction of PhilHealth members. Utilizing DLNN, it was found that Expectation (EX) is the most significant factor, and it is consistent with the results of the SEM. The government can use the findings of this study for the improvement of PhilHealth. The framework that is used for the analysis can be extended and can apply to future research with regard to its provided services. The overall results, framework, and concept utilized may be applied by other service industries worldwide.

Original languageEnglish
Article number15395
JournalInternational Journal of Environmental Research and Public Health
Issue number22
Publication statusPublished - Nov 2022


  • ECT
  • PhilHealth
  • deep learning neural network
  • structural equation modeling


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