A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar
Autor(a) principal: | |
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Data de Publicação: | 2015 |
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/1195 |
Resumo: | The service sector has shown steady expansion in the Brazilian economy, reflecting directly expressive financial results for the country. The health insurance sector is inserted in this context and in the face of disability in the provision of public health services to the population in a universal way, it presents itself as an indispensable element in the framework currently in force in Brazil. The sector's growth has provided an intense competition between operators of health plans by requiring these companies seek to capture and keep customers loyal to their services, thus remaining competitive. However, a considerable amount of customer complaints of this market is presented by the National Health Agency. Identifying the relationship between perceived quality, perceived value and cost of change as trainers concepts of customer loyalty, this study sought to understand that relationship with users of supplemental health services. These, in turn, provided information by completing a validated questionnaire that was used to build a theoretical model analyzed by structural equation modeling with the use of partial least squares technique (PLS). The theoretical framework used in this paper presents the trainers concepts and customer loyalty influencers. The results demonstrated an understanding of users and service aspects of the study, both in its relationship to the health insurance, as in its relationship with the hospital use most with your plan. Relations between the concepts presented in the model were mostly positive, except for the influence of the value perceived by the customer in relation to the health plan on loyalty to the hospital, and the influence of the value perceived by the customer in the hospital on customer loyalty to the health plan. |
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Ferraz, Renato Ribeiro Nogueirahttp://lattes.cnpq.br/2970715966617073Ferraz, Renato Ribeiro Nogueirahttp://lattes.cnpq.br/2970715966617073Rossi, George Bedinellihttp://lattes.cnpq.br/6837228828495794Monken, S??nia Franciscahttp://lattes.cnpq.br/4648925294194872Fr??o, Biancahttp://lattes.cnpq.br/9011766620341228Barbosa, Ant??nio Pireshttp://lattes.cnpq.br/5529421541489904http://lattes.cnpq.br/0135341682700440Neri, Anna Sofia Costa2016-04-05T23:41:21Z2015-12-07Neri, Anna Sofia Costa. A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar. 2015.153 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/1195The service sector has shown steady expansion in the Brazilian economy, reflecting directly expressive financial results for the country. The health insurance sector is inserted in this context and in the face of disability in the provision of public health services to the population in a universal way, it presents itself as an indispensable element in the framework currently in force in Brazil. The sector's growth has provided an intense competition between operators of health plans by requiring these companies seek to capture and keep customers loyal to their services, thus remaining competitive. However, a considerable amount of customer complaints of this market is presented by the National Health Agency. Identifying the relationship between perceived quality, perceived value and cost of change as trainers concepts of customer loyalty, this study sought to understand that relationship with users of supplemental health services. These, in turn, provided information by completing a validated questionnaire that was used to build a theoretical model analyzed by structural equation modeling with the use of partial least squares technique (PLS). The theoretical framework used in this paper presents the trainers concepts and customer loyalty influencers. The results demonstrated an understanding of users and service aspects of the study, both in its relationship to the health insurance, as in its relationship with the hospital use most with your plan. Relations between the concepts presented in the model were mostly positive, except for the influence of the value perceived by the customer in relation to the health plan on loyalty to the hospital, and the influence of the value perceived by the customer in the hospital on customer loyalty to the health plan.O setor de servi??os tem apresentado constante expans??o na economia brasileira, refletindo diretamente em resultados financeiros expressivos para o pa??s. O setor de sa??de suplementar est?? inserido nesse contexto e, diante da incapacidade na presta????o de servi??os p??blicos de sa??de ?? popula????o de forma universal, se apresenta como um elemento indispens??vel no quadro atualmente vigente no Brasil. O crescimento do setor proporcionou a competitividade entre as operadoras de planos de sa??de, exigindo que estas empresas busquem captar e manter clientes leais aos seus servi??os, consequentemente, mantendo-se competitivas. Entretanto, um consider??vel volume de reclama????es dos clientes desse mercado ?? apresentado pela Ag??ncia Nacional de Sa??de Suplementar. Identificando a rela????o entre qualidade percebida, valor percebido e custo de mudan??a como conceitos que influenciam a lealdade do cliente, este trabalho buscou entender a referida rela????o junto aos usu??rios dos servi??os de sa??de suplementar. Estes, por sua vez, forneceram informa????es por meio do preenchimento de um question??rio que foi utilizado para constru????o de um modelo te??rico analisado por meio da modelagem de equa????es estruturais com a utiliza????o da t??cnica dos m??nimos quadrados parciais (PLS). O suporte te??rico utilizado neste trabalho apresenta os conceitos formadores e influenciadores da lealdade do cliente. Os resultados demonstraram o entendimento dos usu??rios quanto ao atendimento dos aspectos estudados, tanto em sua rela????o com o plano de sa??de, como em sua rela????o com o hospital que mais utiliza com seu plano. As rela????es entre os conceitos apresentados no modelo foram, em sua maioria, positivas, com exce????o da influ??ncia do valor percebido pelo cliente em rela????o ao plano de sa??de sobre a lealdade ao hospital, e a influ??ncia que do valor percebido pelo cliente no hospital sobre a lealdade do cliente ao plano de sa??de.Submitted by Nadir Basilio (nadirsb@uninove.br) on 2016-04-05T23:41:21Z No. of bitstreams: 1 Anna Sofia Costa Neri.pdf: 1757298 bytes, checksum: b4e53d5be3ed8bb584b6b5da02489f69 (MD5)Made available in DSpace on 2016-04-05T23:41:21Z (GMT). No. of bitstreams: 1 Anna Sofia Costa Neri.pdf: 1757298 bytes, checksum: b4e53d5be3ed8bb584b6b5da02489f69 (MD5) Previous issue date: 2015-12-07application/pdfporUniversidade Nove de JulhoPrograma de Mestrado Profissional em Administra????o - Gest??o em Sistemas de Sa??deUNINOVEBrasilAdministra????oGest??o em sa??desa??de suplementarqualidade percebidavalor percebidolealdadecusto de mudan??aHealth care managementhealth insuranceperceived qualityperceived valueloyaltyswitching costADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOSA influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementarThe influence of perceived quality, perceived value and switching cost on loyalty of supplementary health usersinfo: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:UNINOVEORIGINALAnna Sofia Costa Neri.pdfAnna Sofia Costa Neri.pdfapplication/pdf1757298http://localhost:8080/tede/bitstream/tede/1195/2/Anna+Sofia+Costa+Neri.pdfb4e53d5be3ed8bb584b6b5da02489f69MD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82089http://localhost:8080/tede/bitstream/tede/1195/1/license.txt7b5ba3d2445355f386edab96125d42b7MD51tede/11952016-04-05 20:41:21.149oai: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:2016-04-05T23:41:21Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
dc.title.por.fl_str_mv |
A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar |
dc.title.alternative.eng.fl_str_mv |
The influence of perceived quality, perceived value and switching cost on loyalty of supplementary health users |
title |
A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar |
spellingShingle |
A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar Neri, Anna Sofia Costa Gest??o em sa??de sa??de suplementar qualidade percebida valor percebido lealdade custo de mudan??a Health care management health insurance perceived quality perceived value loyalty switching cost ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
title_short |
A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar |
title_full |
A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar |
title_fullStr |
A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar |
title_full_unstemmed |
A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar |
title_sort |
A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar |
author |
Neri, Anna Sofia Costa |
author_facet |
Neri, Anna Sofia Costa |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Ferraz, Renato Ribeiro Nogueira |
dc.contributor.advisor1Lattes.fl_str_mv |
http://lattes.cnpq.br/2970715966617073 |
dc.contributor.referee1.fl_str_mv |
Ferraz, Renato Ribeiro Nogueira |
dc.contributor.referee1Lattes.fl_str_mv |
http://lattes.cnpq.br/2970715966617073 |
dc.contributor.referee2.fl_str_mv |
Rossi, George Bedinelli |
dc.contributor.referee2Lattes.fl_str_mv |
http://lattes.cnpq.br/6837228828495794 |
dc.contributor.referee3.fl_str_mv |
Monken, S??nia Francisca |
dc.contributor.referee3Lattes.fl_str_mv |
http://lattes.cnpq.br/4648925294194872 |
dc.contributor.referee4.fl_str_mv |
Fr??o, Bianca |
dc.contributor.referee4Lattes.fl_str_mv |
http://lattes.cnpq.br/9011766620341228 |
dc.contributor.referee5.fl_str_mv |
Barbosa, Ant??nio Pires |
dc.contributor.referee5Lattes.fl_str_mv |
http://lattes.cnpq.br/5529421541489904 |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/0135341682700440 |
dc.contributor.author.fl_str_mv |
Neri, Anna Sofia Costa |
contributor_str_mv |
Ferraz, Renato Ribeiro Nogueira Ferraz, Renato Ribeiro Nogueira Rossi, George Bedinelli Monken, S??nia Francisca Fr??o, Bianca Barbosa, Ant??nio Pires |
dc.subject.por.fl_str_mv |
Gest??o em sa??de sa??de suplementar qualidade percebida valor percebido lealdade custo de mudan??a |
topic |
Gest??o em sa??de sa??de suplementar qualidade percebida valor percebido lealdade custo de mudan??a Health care management health insurance perceived quality perceived value loyalty switching cost ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
dc.subject.eng.fl_str_mv |
Health care management health insurance perceived quality perceived value loyalty switching cost |
dc.subject.cnpq.fl_str_mv |
ADMINISTRACAO::ADMINISTRACAO DE SETORES ESPECIFICOS |
description |
The service sector has shown steady expansion in the Brazilian economy, reflecting directly expressive financial results for the country. The health insurance sector is inserted in this context and in the face of disability in the provision of public health services to the population in a universal way, it presents itself as an indispensable element in the framework currently in force in Brazil. The sector's growth has provided an intense competition between operators of health plans by requiring these companies seek to capture and keep customers loyal to their services, thus remaining competitive. However, a considerable amount of customer complaints of this market is presented by the National Health Agency. Identifying the relationship between perceived quality, perceived value and cost of change as trainers concepts of customer loyalty, this study sought to understand that relationship with users of supplemental health services. These, in turn, provided information by completing a validated questionnaire that was used to build a theoretical model analyzed by structural equation modeling with the use of partial least squares technique (PLS). The theoretical framework used in this paper presents the trainers concepts and customer loyalty influencers. The results demonstrated an understanding of users and service aspects of the study, both in its relationship to the health insurance, as in its relationship with the hospital use most with your plan. Relations between the concepts presented in the model were mostly positive, except for the influence of the value perceived by the customer in relation to the health plan on loyalty to the hospital, and the influence of the value perceived by the customer in the hospital on customer loyalty to the health plan. |
publishDate |
2015 |
dc.date.issued.fl_str_mv |
2015-12-07 |
dc.date.accessioned.fl_str_mv |
2016-04-05T23:41:21Z |
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publishedVersion |
dc.identifier.citation.fl_str_mv |
Neri, Anna Sofia Costa. A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar. 2015.153 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/1195 |
identifier_str_mv |
Neri, Anna Sofia Costa. A influ??ncia da qualidade percebida, do valor percebido e do custo de mudan??a sobre a lealdade dos usu??rios do servi??o de sa??de suplementar. 2015.153 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/1195 |
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UNINOVE |
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