The present paper deals with customer's satisfaction in the context of services in the health sector. This discussion is based on the concept of customer satisfaction, considering quality as one of its antecedents, contemplating expectancies and perceptions of the customers and visualizing the customer's retention and loyalty as possible results. In order to attribute an empirical-theoretical dimension to this study, the research aimed the reality of a health plan and the perception of its customers related to its quality being analyzed. The aims of the present work are to identify the main attributes of the service which compose the satisfaction evaluation of health plan members, as well as to identify the analysis' dimensions which compose the satisfaction evaluation of the users of the health services and to develop a model for the evaluation of customer's satisfaction for group medicine companies in Brazil. So, it was identified dimensions to evaluate the services regarding the personal service, health plan structure, doctor, prices, communications and convenience.
Satisfaction evaluation; research model; satisfaction dimensions; health care plans; services
