Financial health and customer satisfaction in private health care providers in Brazil Desempenho financeiro e satisfação do consumidor das operadoras de saúde suplementar no Brasil

dc.contributor.authorSchiozer R.F.
dc.contributor.authorSaito C.C.
dc.contributor.authorSaito R.
dc.date.accessioned2024-03-13T01:29:10Z
dc.date.available2024-03-13T01:29:10Z
dc.date.issued2011
dc.description.abstractThis paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customer satisfaction associated with the provider's organizational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customer satisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a significant impact on customer satisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction.
dc.description.firstpage2175
dc.description.issuenumber11
dc.description.lastpage2187
dc.description.volume27
dc.identifier.doi10.1590/S0102-311X2011001100011
dc.identifier.issn1678-4464
dc.identifier.urihttps://dspace.mackenzie.br/handle/10899/37052
dc.relation.ispartofCadernos de Saude Publica
dc.rightsAcesso Aberto
dc.subject.otherlanguageConsumer satisfaction
dc.subject.otherlanguagePrepaid health plans
dc.subject.otherlanguageSupplemental health
dc.titleFinancial health and customer satisfaction in private health care providers in Brazil Desempenho financeiro e satisfação do consumidor das operadoras de saúde suplementar no Brasil
dc.typeArtigo
local.scopus.citations1
local.scopus.eid2-s2.0-82955184575
local.scopus.updated2024-05-01
local.scopus.urlhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=82955184575&origin=inward
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