SERVQUAL모형으로 측정한 치과 의료기관 서비스의 질
Service quality of dental institutes measured by SERVQUAL model
손소현, 권영대, 최인영,
소속 상세정보
손소현 ( Son So-Hyun ) - 한양여자대학 치위생과
권영대 ( Kwon Young-Dae ) - 가톨릭대학교 의과대학 인문사회의학교실
최인영 ( Choi In-Young ) - 가톨릭대학교 의료경영대학원
KMID : 0355420090330030461
Abstract
Objectives: The quality of service becomes a crucial factor in the dental health care field. This study examined the expectations and perceptions of patients regarding the dental service quality, as well as the difference between expectations and perceptions.
Methods: The survey measuring the expectations and perceptions of dental service was carried out on 480 patients from 16 dental institutes in the Seoul metropolitan area. SERVQUAL measurement included five dimensions: ‘tangible’, ‘reliability’, ‘responsiveness’, ‘assurance’, and ‘empathy’.
Results: Validity and reliability tests were conducted to combine the reliability and responsiveness. The modified SERVQAUL model including four dimensions was analyzed using a t-test and ANOVA to examine the quality gap between expectations and perceptions. The tangible aspect was perceived to have higher perception than their expectations of the dental service provided, and the reliability and responsiveness dimensions had higher expectations than perceptions. In addition, the gap between perception and expectation was significantly different in some demographic and institute groups.
Conclusion: These results showed that dental service is perceived with higher service quality in the tangible characteristics compared to other dimensions. The intangible characteristics also play an important role in gaining positive perception in the dental services. Therefore, in addition to the tangible characteristics, the intangible dimension, particularly reliability and responsiveness, should be improved.
키워드
치과 서비스 질;SERVQUAL
dental service quality;SERVQUAL
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