Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumer

Detalhes bibliográficos
Autor(a) principal: Piva, Luciana Cláudia
Data de Publicação: 2007
Outros Autores: Fumagalli, Luis André Wernecke, Baptista, Paulo De Paula, da Silva, Wesley Vieira
Tipo de documento: Artigo
Idioma: por
Título da fonte: Revista de Ciências da Administração
Texto Completo: https://periodicos.ufsc.br/index.php/adm/article/view/1433
Resumo: This article prepare an analysis, based over data extracted from a customer’s opinion research in a Healthcare Company, in order to find such evidences that may indicate if there are relations between Satisfaction, Customer’s Retention and company profitability. The obtained data from a customer’s cluster has been statistically treated by using Factorial Analysis Process and Lineal Reduction Techniques with the purpose to formulate a theoretical model properly adapted to Healthcare Consumer’s behavior. Final results demonstrate that Satisfaction and Retention have impact over the Mean Income. This proposed model was prepared exclusively from a particular case, needing replication of this study to validate all used constructs.
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spelling Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumerRelação entre satisfação, retenção e rentabilidade de clientes no setor de planos de saúdeThis article prepare an analysis, based over data extracted from a customer’s opinion research in a Healthcare Company, in order to find such evidences that may indicate if there are relations between Satisfaction, Customer’s Retention and company profitability. The obtained data from a customer’s cluster has been statistically treated by using Factorial Analysis Process and Lineal Reduction Techniques with the purpose to formulate a theoretical model properly adapted to Healthcare Consumer’s behavior. Final results demonstrate that Satisfaction and Retention have impact over the Mean Income. This proposed model was prepared exclusively from a particular case, needing replication of this study to validate all used constructs.O presente artigo analisa, a partir de dados extraídos de uma pesquisa de opinião de clientes de uma empresa de Serviços de Saúde, se existem evidências que indiquem as relações entre Satisfação, Retenção de Clientes e a Rentabilidade da empresa prestadora. Os indicadores obtidos da amostra de clientes foram tratados estatisticamente por meio das Técnicas de Análise Fatorial e de Regressão Linear para a formulação do modelo teórico adaptado ao comportamento do consumidor de Serviços de Saúde. Os resultados obtidos demonstraram que a Satisfação e Retenção exercem impacto na Receita Média. O modelo proposto foi elaborado exclusivamente a partir de um caso particular, sendo necessária à replicação do estudo para a validação dos construtos utilizados.Universidade Federal de Santa Catarina2007-09-12info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.ufsc.br/index.php/adm/article/view/143310.5007/%xRevista de Ciências da Administração; V. 9, n. 19, set./dez. de 2007; 54-802175-80771516-3865reponame:Revista de Ciências da Administraçãoinstname:Universidade Federal de Santa Catarina (UFSC)instacron:UFSCporhttps://periodicos.ufsc.br/index.php/adm/article/view/1433/12687Piva, Luciana CláudiaFumagalli, Luis André WerneckeBaptista, Paulo De Paulada Silva, Wesley Vieirainfo:eu-repo/semantics/openAccess2017-11-29T19:06:20Zoai:periodicos.ufsc.br:article/1433Revistahttp://www.periodicos.ufsc.br/index.php/admPUBhttps://periodicos.ufsc.br/index.php/adm/oairevista@cse.ufsc.br||mfpcris@gmail.com||rca.cse@contato.ufsc.br2175-80771516-3865opendoar:2017-11-29T19:06:20Revista de Ciências da Administração - Universidade Federal de Santa Catarina (UFSC)false
dc.title.none.fl_str_mv Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumer
Relação entre satisfação, retenção e rentabilidade de clientes no setor de planos de saúde
title Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumer
spellingShingle Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumer
Piva, Luciana Cláudia
title_short Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumer
title_full Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumer
title_fullStr Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumer
title_full_unstemmed Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumer
title_sort Relations between satisfaction, customer’s retention and profitability of planes healthcare’s consumer
author Piva, Luciana Cláudia
author_facet Piva, Luciana Cláudia
Fumagalli, Luis André Wernecke
Baptista, Paulo De Paula
da Silva, Wesley Vieira
author_role author
author2 Fumagalli, Luis André Wernecke
Baptista, Paulo De Paula
da Silva, Wesley Vieira
author2_role author
author
author
dc.contributor.author.fl_str_mv Piva, Luciana Cláudia
Fumagalli, Luis André Wernecke
Baptista, Paulo De Paula
da Silva, Wesley Vieira
description This article prepare an analysis, based over data extracted from a customer’s opinion research in a Healthcare Company, in order to find such evidences that may indicate if there are relations between Satisfaction, Customer’s Retention and company profitability. The obtained data from a customer’s cluster has been statistically treated by using Factorial Analysis Process and Lineal Reduction Techniques with the purpose to formulate a theoretical model properly adapted to Healthcare Consumer’s behavior. Final results demonstrate that Satisfaction and Retention have impact over the Mean Income. This proposed model was prepared exclusively from a particular case, needing replication of this study to validate all used constructs.
publishDate 2007
dc.date.none.fl_str_mv 2007-09-12
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.ufsc.br/index.php/adm/article/view/1433
10.5007/%x
url https://periodicos.ufsc.br/index.php/adm/article/view/1433
identifier_str_mv 10.5007/%x
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.ufsc.br/index.php/adm/article/view/1433/12687
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Federal de Santa Catarina
publisher.none.fl_str_mv Universidade Federal de Santa Catarina
dc.source.none.fl_str_mv Revista de Ciências da Administração; V. 9, n. 19, set./dez. de 2007; 54-80
2175-8077
1516-3865
reponame:Revista de Ciências da Administração
instname:Universidade Federal de Santa Catarina (UFSC)
instacron:UFSC
instname_str Universidade Federal de Santa Catarina (UFSC)
instacron_str UFSC
institution UFSC
reponame_str Revista de Ciências da Administração
collection Revista de Ciências da Administração
repository.name.fl_str_mv Revista de Ciências da Administração - Universidade Federal de Santa Catarina (UFSC)
repository.mail.fl_str_mv revista@cse.ufsc.br||mfpcris@gmail.com||rca.cse@contato.ufsc.br
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