Determinants of user's satisfaction in health plan services
Autor(a) principal: | |
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Data de Publicação: | 2020 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng por |
Título da fonte: | GEPROS. Gestão da Produção. Operações e Sistemas |
Texto Completo: | https://revista.feb.unesp.br/gepros/article/view/2329 |
Resumo: | New standards for supplementary health services have been introduced in Brazil by the regulatory agent in order to raise the level of user satisfaction. In this context, understanding the critical factors for user satisfaction can help a supplemental healthcare enterprise to add value to its services, expand its customer base, and become more competitive. The purpose of this article is to propose a logistic regression model to estimate the factors that determine the satisfaction of health plan users. The model was created from a consumer survey data. The research results put in evidence the critical role of factors associated with operations management to improve user satisfaction, considering that the significant variables of the model were: physical facilities of the hospital, appointment marking system and number of hospitals agreed with the health plan. |
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GEPROS. Gestão da Produção. Operações e Sistemas |
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Determinants of user's satisfaction in health plan servicesNew standards for supplementary health services have been introduced in Brazil by the regulatory agent in order to raise the level of user satisfaction. In this context, understanding the critical factors for user satisfaction can help a supplemental healthcare enterprise to add value to its services, expand its customer base, and become more competitive. The purpose of this article is to propose a logistic regression model to estimate the factors that determine the satisfaction of health plan users. The model was created from a consumer survey data. The research results put in evidence the critical role of factors associated with operations management to improve user satisfaction, considering that the significant variables of the model were: physical facilities of the hospital, appointment marking system and number of hospitals agreed with the health plan.A Fundacao para o Desenvolvimento de Bauru (FunDeB)2020-03-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfapplication/pdfhttps://revista.feb.unesp.br/gepros/article/view/232910.15675/gepros.v15i1.2329Revista Gestão da Produção Operações e Sistemas; v. 15 n. 1 (2020); 1141984-2430reponame:GEPROS. Gestão da Produção. Operações e Sistemasinstname:Universidade Estadual Paulista (UNESP)instacron:UNESPengporhttps://revista.feb.unesp.br/gepros/article/view/2329/pdfhttps://revista.feb.unesp.br/gepros/article/view/2329/1566Copyright (c) 2020 Revista GEPROSinfo:eu-repo/semantics/openAccessGuimarães Júnior, Djalma SilvaMedeiros, Denise Dumke de2020-03-01T12:51:10Zoai:ojs.gepros.emnuvens.com.br:article/2329Revistahttps://revista.feb.unesp.br/geprosPUBhttps://revista.feb.unesp.br/gepros/oaigepros@feb.unesp.br||abjabbour@feb.unesp.br1984-24301809-614Xopendoar:2020-03-01T12:51:10GEPROS. Gestão da Produção. Operações e Sistemas - Universidade Estadual Paulista (UNESP)false |
dc.title.none.fl_str_mv |
Determinants of user's satisfaction in health plan services |
title |
Determinants of user's satisfaction in health plan services |
spellingShingle |
Determinants of user's satisfaction in health plan services Guimarães Júnior, Djalma Silva |
title_short |
Determinants of user's satisfaction in health plan services |
title_full |
Determinants of user's satisfaction in health plan services |
title_fullStr |
Determinants of user's satisfaction in health plan services |
title_full_unstemmed |
Determinants of user's satisfaction in health plan services |
title_sort |
Determinants of user's satisfaction in health plan services |
author |
Guimarães Júnior, Djalma Silva |
author_facet |
Guimarães Júnior, Djalma Silva Medeiros, Denise Dumke de |
author_role |
author |
author2 |
Medeiros, Denise Dumke de |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Guimarães Júnior, Djalma Silva Medeiros, Denise Dumke de |
description |
New standards for supplementary health services have been introduced in Brazil by the regulatory agent in order to raise the level of user satisfaction. In this context, understanding the critical factors for user satisfaction can help a supplemental healthcare enterprise to add value to its services, expand its customer base, and become more competitive. The purpose of this article is to propose a logistic regression model to estimate the factors that determine the satisfaction of health plan users. The model was created from a consumer survey data. The research results put in evidence the critical role of factors associated with operations management to improve user satisfaction, considering that the significant variables of the model were: physical facilities of the hospital, appointment marking system and number of hospitals agreed with the health plan. |
publishDate |
2020 |
dc.date.none.fl_str_mv |
2020-03-01 |
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://revista.feb.unesp.br/gepros/article/view/2329 10.15675/gepros.v15i1.2329 |
url |
https://revista.feb.unesp.br/gepros/article/view/2329 |
identifier_str_mv |
10.15675/gepros.v15i1.2329 |
dc.language.iso.fl_str_mv |
eng por |
language |
eng por |
dc.relation.none.fl_str_mv |
https://revista.feb.unesp.br/gepros/article/view/2329/pdf https://revista.feb.unesp.br/gepros/article/view/2329/1566 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2020 Revista GEPROS info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2020 Revista GEPROS |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf application/pdf |
dc.publisher.none.fl_str_mv |
A Fundacao para o Desenvolvimento de Bauru (FunDeB) |
publisher.none.fl_str_mv |
A Fundacao para o Desenvolvimento de Bauru (FunDeB) |
dc.source.none.fl_str_mv |
Revista Gestão da Produção Operações e Sistemas; v. 15 n. 1 (2020); 114 1984-2430 reponame:GEPROS. Gestão da Produção. Operações e Sistemas instname:Universidade Estadual Paulista (UNESP) instacron:UNESP |
instname_str |
Universidade Estadual Paulista (UNESP) |
instacron_str |
UNESP |
institution |
UNESP |
reponame_str |
GEPROS. Gestão da Produção. Operações e Sistemas |
collection |
GEPROS. Gestão da Produção. Operações e Sistemas |
repository.name.fl_str_mv |
GEPROS. Gestão da Produção. Operações e Sistemas - Universidade Estadual Paulista (UNESP) |
repository.mail.fl_str_mv |
gepros@feb.unesp.br||abjabbour@feb.unesp.br |
_version_ |
1800215697636196352 |