치과 의료서비스의 질이 환자의 만족도와 재방문에 미치는 영향1)
The Effect of Dental Health Service Quality on Patients’ Satisfaction and Intention to Revisit
김도희, 박영지, 이경은, 이혜은, 배성숙, 강민경,
소속 상세정보
김도희 ( Kim Do-Hee ) - 한서대학교 치위생학과
박영지 ( Park Young-Jee ) - 한서대학교 치위생학과
이경은 ( Lee Kyoung-Eun ) - 한서대학교 치위생학과
이혜은 ( Lee Hae-Eun ) - 한서대학교 치위생학과
배성숙 ( Bae Sung-Suk ) - 한서대학교 치위생학과
강민경 ( Kang Min-Kyung ) - 한서대학교 치위생학과
KMID : 1142520160040010001
Abstract
Objectives: The purpose of this study was to investigate an effect of dental health service quality on patient satisfaction and intention to revisit.
Methods: The subjects were 200 patients’ who visit dental clinic. Survey data were collected through mobile from May 27 to July 28 2015. Data were analyzed using the SPSS Statistics 21.0 Program.
Results: There were not statically significant differences in patients’ satisfaction and intention to revisit according to gender(p>0.05). On the other hand, there were statically significant differences in patients’ satisfaction and intention of revisit according to age(p<0.05). The procedure of a reservation, hospital environment, service had statically significant positive (+) impacts on patients’ satisfaction and intention of a revisit The patient’s satisfaction showed significant correlation with intention of a revisit(p<0.05).
Conclusions: The dental health service quality could affect patients’ satisfaction and intention of a revisit. Taken together, the establishment of dental management strategies can improve the quality of dental health service for the patients and provide high quality dental health service. However, further study will be needed to improve satisfaction for dental health service and intention of revisit.
키워드
만족도; 재방문; 치과 의료 서비스
Dental health service; Revisit; Satisfaction
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