Situação financeira e satisfação do consumidor das operadoras de saúde suplementar no Brasil

• Autor(a) principal: Schiozer, Rafael Felipe
• Data de Publicação: 2007
• Outros Autores: Saito, Richard
• Tipo de documento: Relatório
• Idioma: por
• Título da fonte: Repositório Institucional do FGV (FGV Repositório Digital)
• Texto Completo: http://hdl.handle.net/10438/13394
• topic: Saúde suplementar; Desempenho financeiro; Satisfação do cliente; Administração de empresas; Saúde - Finanças; Satisfação do consumidor - Brasil

This paper provides a diagnosis of the financial performance of health care providers in Brazil according to their category (health insurance, HMO, health care cooperatives, not-for-profit health care provides, and autogestão). As a major indicator of financial performance, we use an adjusted Altman’s z-score. Parallel, this study examines the major determinants for customer satisfaction of health care providers according to its category as a function of customers’ claims to the Brazilian Health Care Providers Agency. To perform this analysis, we use a sample of 270 health care providers for the period of 2003-2005, and we apply panel data controlling for variables of market, operations, and management. Our main results indicate that (1) the health care providers benefit themselves from economies of scale, (2) the companies that operate under the autogestão scheme have the better financial performance, and (3) the marketing expenses do not significantly impact customer satisfaction in Brazil. Finally, we find weak empirical evidence that the better the financial performance the better the customer satisfaction.