Financial health and customer satisfaction in private health care providers in Brazil.
Cad Saude Publica
; 27(11): 2175-87, 2011 Nov.
Article
em En
| MEDLINE
| ID: mdl-22124495
This paper analyzes the relationship between the financial health and organizational form of private health care providers in Brazil. It also examines the major determinants of customer satisfaction associated with the provider's organizational form. An adjusted Altman's z-score is used as an indicator of financial health. A proxy variable based on customer complaints filed at the Brazilian National Agency for Supplementary Health is used as an indicator for customer satisfaction. The study uses a sample of 270 private health care providers and their operations over the period 2003-2005. Panel data analysis includes control variables related to market, operations, and management. Principal results indicate that: (1) private health care providers benefit from economies of scale; (2) self-funded health plans have better financial health; (3) spending on marketing does not have a significant impact on customer satisfaction in Brazil; (4) weak empirical evidence exists showing that good financial performance enhances customer's satisfaction.
Texto completo:
1
Coleções:
01-internacional
Base de dados:
MEDLINE
Assunto principal:
Planos de Pré-Pagamento em Saúde
/
Setor Privado
/
Comportamento do Consumidor
/
Organizações de Assistência Responsáveis
/
Seguro Saúde
Tipo de estudo:
Health_economic_evaluation
Limite:
Humans
País/Região como assunto:
America do sul
/
Brasil
Idioma:
En
Revista:
Cad Saude Publica
Assunto da revista:
SAUDE PUBLICA
Ano de publicação:
2011
Tipo de documento:
Article
País de afiliação:
Brasil
País de publicação:
Brasil