보험시장에서 이질적 소비자 그룹 식별: 잠재계층분석의 활용

Insurance services have become essential financial products that protect individuals’ health and property. Particularly in the rapidly growing Korean insurance market, a variety of insurance products have been introduced, expanding consumer choices. This study utilizes data from the ‘2021 Consumer Market Evaluation Index’ by the Korea Consumer Agency to investigate consumer satisfaction and evaluation results for insurance services. Using the R statistical package poLCA, we identify three to four latent consumer groups for both indemnity health insurance and automobile insurance services through Latent Class Analysis (LCA). Furthermore, we examine their characteristics and demands. The empirical results indicate that for medical expense insurance, most consumers are identified as “very satisfied” or “satisfied” groups, but there was a group (11%) expressing dissatisfaction with “service switching”. For automobile insurance, latent groups are identified as “very satisfied” (48%), “satisfied” (31%), and “below average” satisfaction (21%). This study distinguishes itself by systematically analyzing the diverse needs and satisfaction levels of insurance service consumers using a reliable large sample survey. The findings are expected to make contributions for the development of customized insurance services and policy development.