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

Abstract

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.

Keywords

• Satisfação
• Retenção
• Rentabilidade
• Serviços de saúde
• Satisfaction
• Customer’s retention
• Profitability
• Healthcare services