O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais
Autor(a) principal: | |
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Data de Publicação: | 2016 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações da Uninove |
Texto Completo: | http://bibliotecatede.uninove.br/handle/tede/1583 |
Resumo: | Currently the Brazilian health system is complex, the constitution guarantee of care to the health care of all individuals within the national territory, and the State through the Unified Health System (SUS) is responsible for this difficult task. In this context, where the state is unable to serve the entire population, private organizations have taken part in this market, offering health plans and private assistance, which is called supplementary health. In this context, the themes studied are the psychological reactance that means the negative emotional reaction generated by the total or partial lack of freedom or the expectation of freedom of an individual who once got it and the health plan user???s satisfaction. User satisfaction and psychological reactance are topics exhaustively studied by the organizations, being one of the preferred themes in the study of consumer behavior, evidently being relevant because these studies allow the strategic analysis of the companies with more accurate data, resulting in greater profitability and success of these institutions. The study was conducted by means of a quantitative method, based on the satisfaction and psychological reactance of the users of the supplementary health system with the modeling of structural equations using the SmartPLS system, in order to test the hypotheses constructed based on the theories studied. The results obtained are in agreement with the theory of reactance and satisfaction, confirming the hypotheses proposed, there being a negative relation between both for the studied sample, the lower the reactance level observed, the higher the satisfaction level declared by the users. The conclusion of the study suggests as a contribution to the practice that managers approach the relationship between health plans and their users, creating programs to prevent diseases, combat sedentarism, chronic diseases and improve the quality of life of users, obtaining a participation collaborative of both. |
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Lopes, Evandro LuizLopes, Evandro LuizRossi, George BedinelliFerraz, Renato Ribeiro NogueiraStehlau, Vivian IaraAssis, S??nia Francisca Monken dehttp://lattes.cnpq.br/0202507626410078Rafael, Diego Nogueira2017-03-31T14:29:31Z2016-12-15Rafael, Diego Nogueira. O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais. 2016. 67 f. Disserta????o( Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de) - Universidade Nove de Julho, S??o Paulo.http://bibliotecatede.uninove.br/handle/tede/1583Currently the Brazilian health system is complex, the constitution guarantee of care to the health care of all individuals within the national territory, and the State through the Unified Health System (SUS) is responsible for this difficult task. In this context, where the state is unable to serve the entire population, private organizations have taken part in this market, offering health plans and private assistance, which is called supplementary health. In this context, the themes studied are the psychological reactance that means the negative emotional reaction generated by the total or partial lack of freedom or the expectation of freedom of an individual who once got it and the health plan user???s satisfaction. User satisfaction and psychological reactance are topics exhaustively studied by the organizations, being one of the preferred themes in the study of consumer behavior, evidently being relevant because these studies allow the strategic analysis of the companies with more accurate data, resulting in greater profitability and success of these institutions. The study was conducted by means of a quantitative method, based on the satisfaction and psychological reactance of the users of the supplementary health system with the modeling of structural equations using the SmartPLS system, in order to test the hypotheses constructed based on the theories studied. The results obtained are in agreement with the theory of reactance and satisfaction, confirming the hypotheses proposed, there being a negative relation between both for the studied sample, the lower the reactance level observed, the higher the satisfaction level declared by the users. The conclusion of the study suggests as a contribution to the practice that managers approach the relationship between health plans and their users, creating programs to prevent diseases, combat sedentarism, chronic diseases and improve the quality of life of users, obtaining a participation collaborative of both.O sistema de sa??de brasileiro ?? complexo e a constitui????o garante o atendimento e assist??ncia ?? sa??de de todo o indiv??duo dentro do territ??rio nacional, devendo o Estado, por meio do Sistema ??nico de Sa??de (SUS), ser o respons??vel por essa dif??cil tarefa. Em um cen??rio no qual o Estado n??o consegue atender toda a popula????o, as organiza????es privadas tomaram para si parte desse mercado, oferecendo planos de sa??de e assist??ncia privada, os quais constituem o que ?? chamado de sistema de sa??de suplementar. Diante desse contexto, o tema deste trabalho ?? o estudo da reat??ncia psicol??gica, que ?? a rea????o emocional negativa gerada pela falta total ou parcial da liberdade ou da expectativa de liberdade de um indiv??duo que outrora a obtinha, e a satisfa????o dos usu??rios de planos de sa??de. A satisfa????o dos usu??rios e a reat??ncia psicol??gica s??o temas exaustivamente estudados pelas organiza????es, sendo um dos preferidos no estudo do comportamento do consumidor, sendo esse movimento relevante pelo fato de tais estudos possibilitarem a an??lise estrat??gica das empresas, trazendo dados mais precisos, resultando em maior lucratividade e sucesso dessas institui????es. O estudo foi conduzido por meio de m??todo quantitativo, fundamentado para analisar a satisfa????o e a reat??ncia psicol??gica dos usu??rios do sistema de sa??de suplementar por meio da Modelagem de Equa????es Estruturais, usando-se o software SmartPLS, com objetivo de testar as hip??teses constru??das com base nas teorias estudadas. Os resultados obtidos v??o ao encontro da teoria da reat??ncia e satisfa????o, confirmando as hip??teses propostas, havendo uma rela????o negativa entre ambas para a amostra estudada. Assim, quanto menor o n??vel da reat??ncia observada, maior o n??vel de satisfa????o declarada pelos usu??rios. A conclus??o do estudo sugere, como contribui????o para a pr??tica, que os gestores aproximem a rela????o dos planos de sa??de com seus usu??rios, criando programas para a preven????o de doen??as, combate ao sedentarismo, doen??as cr??nicas e melhoraria da qualidade de vida dos usu??rios, obtendo uma participa????o colaborativa de ambos.Submitted by Nadir Basilio (nadirsb@uninove.br) on 2017-03-31T14:29:31Z No. of bitstreams: 1 Diego Nogueira Rafael.pdf: 940524 bytes, checksum: 7b50bcecd94daa3d3e48a730485ad712 (MD5)Made available in DSpace on 2017-03-31T14:29:31Z (GMT). No. of bitstreams: 1 Diego Nogueira Rafael.pdf: 940524 bytes, checksum: 7b50bcecd94daa3d3e48a730485ad712 (MD5) Previous issue date: 2016-12-15application/pdfporUniversidade Nove de JulhoPrograma de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??deUNINOVEBrasilAdministra????oreat??nciasatisfa????o do usu??rioconv??nios m??dicos.reactanceuser satisfactionmedical agreementsADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOSO efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturaisThe effect of reactance on the user's satisfaction in relation to health plans: an analysis based on the formation of structural equations modelinginfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis-710462410973612412600info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da Uninoveinstname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEORIGINALDiego Nogueira Rafael.pdfDiego Nogueira Rafael.pdfapplication/pdf940524http://localhost:8080/tede/bitstream/tede/1583/2/Diego+Nogueira+Rafael.pdf7b50bcecd94daa3d3e48a730485ad712MD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82165http://localhost:8080/tede/bitstream/tede/1583/1/license.txtbd3efa91386c1718a7f26a329fdcb468MD51tede/15832017-03-31 11:29:31.968oai:localhost: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Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2017-03-31T14:29:31Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
dc.title.por.fl_str_mv |
O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais |
dc.title.alternative.eng.fl_str_mv |
The effect of reactance on the user's satisfaction in relation to health plans: an analysis based on the formation of structural equations modeling |
title |
O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais |
spellingShingle |
O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais Rafael, Diego Nogueira reat??ncia satisfa????o do usu??rio conv??nios m??dicos. reactance user satisfaction medical agreements ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
title_short |
O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais |
title_full |
O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais |
title_fullStr |
O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais |
title_full_unstemmed |
O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais |
title_sort |
O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais |
author |
Rafael, Diego Nogueira |
author_facet |
Rafael, Diego Nogueira |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Lopes, Evandro Luiz |
dc.contributor.referee1.fl_str_mv |
Lopes, Evandro Luiz |
dc.contributor.referee2.fl_str_mv |
Rossi, George Bedinelli |
dc.contributor.referee3.fl_str_mv |
Ferraz, Renato Ribeiro Nogueira |
dc.contributor.referee4.fl_str_mv |
Stehlau, Vivian Iara |
dc.contributor.referee5.fl_str_mv |
Assis, S??nia Francisca Monken de |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/0202507626410078 |
dc.contributor.author.fl_str_mv |
Rafael, Diego Nogueira |
contributor_str_mv |
Lopes, Evandro Luiz Lopes, Evandro Luiz Rossi, George Bedinelli Ferraz, Renato Ribeiro Nogueira Stehlau, Vivian Iara Assis, S??nia Francisca Monken de |
dc.subject.por.fl_str_mv |
reat??ncia satisfa????o do usu??rio conv??nios m??dicos. |
topic |
reat??ncia satisfa????o do usu??rio conv??nios m??dicos. reactance user satisfaction medical agreements ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
dc.subject.eng.fl_str_mv |
reactance user satisfaction medical agreements |
dc.subject.cnpq.fl_str_mv |
ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
description |
Currently the Brazilian health system is complex, the constitution guarantee of care to the health care of all individuals within the national territory, and the State through the Unified Health System (SUS) is responsible for this difficult task. In this context, where the state is unable to serve the entire population, private organizations have taken part in this market, offering health plans and private assistance, which is called supplementary health. In this context, the themes studied are the psychological reactance that means the negative emotional reaction generated by the total or partial lack of freedom or the expectation of freedom of an individual who once got it and the health plan user???s satisfaction. User satisfaction and psychological reactance are topics exhaustively studied by the organizations, being one of the preferred themes in the study of consumer behavior, evidently being relevant because these studies allow the strategic analysis of the companies with more accurate data, resulting in greater profitability and success of these institutions. The study was conducted by means of a quantitative method, based on the satisfaction and psychological reactance of the users of the supplementary health system with the modeling of structural equations using the SmartPLS system, in order to test the hypotheses constructed based on the theories studied. The results obtained are in agreement with the theory of reactance and satisfaction, confirming the hypotheses proposed, there being a negative relation between both for the studied sample, the lower the reactance level observed, the higher the satisfaction level declared by the users. The conclusion of the study suggests as a contribution to the practice that managers approach the relationship between health plans and their users, creating programs to prevent diseases, combat sedentarism, chronic diseases and improve the quality of life of users, obtaining a participation collaborative of both. |
publishDate |
2016 |
dc.date.issued.fl_str_mv |
2016-12-15 |
dc.date.accessioned.fl_str_mv |
2017-03-31T14:29:31Z |
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info:eu-repo/semantics/publishedVersion |
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dc.identifier.citation.fl_str_mv |
Rafael, Diego Nogueira. O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais. 2016. 67 f. Disserta????o( Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de) - Universidade Nove de Julho, S??o Paulo. |
dc.identifier.uri.fl_str_mv |
http://bibliotecatede.uninove.br/handle/tede/1583 |
identifier_str_mv |
Rafael, Diego Nogueira. O efeito da reat??ncia na satisfa????o com o conv??nio m??dico: uma an??lise por modelagem de equa????es estruturais. 2016. 67 f. Disserta????o( Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de) - Universidade Nove de Julho, S??o Paulo. |
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http://bibliotecatede.uninove.br/handle/tede/1583 |
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openAccess |
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Universidade Nove de Julho |
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Programa de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??de |
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UNINOVE |
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Universidade Nove de Julho |
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