치과기공소 서비스 품질 평가 척도 개발에 관한 연구
Development of Measurement Scale for Dental Laboratories Service Quality
나정숙,
소속 상세정보
나정숙 ( Nah Jung-Sook ) - 진주보건대학교 치기공과
Abstract
Purpose: The main purpose of this study is to develop assessment measures for the quality of service for dental labs.
Methods: In order to construct the measure of service quality assessment for dental labs, relevant modifications were extracted around theoretical studies, and the survey was conducted on dental technician workers through internet survey. final scale questions were extracted through exploratory factor analysis and confirmed factor analysis of measurement variables, the demographic characteristics of the subjects and the perceptual difference of dental labs were analyzed for the extracted variables.
Results: The final five variants of the interactive factor analysis that include the ability to change employee growth, reliability, responsiveness, materiality, interoperability, confirmatory factor analysis excludes variations in employee growth wages, welfare benefits, by changing its name to network capabilities, the quality of service factors for the final dental labs consisted of five variations: network competence, reliability, responsiveness, materiality and interoperability.
Conclusion : The service quality of the dental labs showed that the reliability of the product related to the dental materials and the product production responsiveness related to the production order, the Materiality of the materials and equipment of the dental labs, the Interoperability responsiveness related to dental orders, And the importance of network capability to form a mutual network.
키워드
Capability; Interoperability; Materiality; Network capability; Reliability; Responsiveness; The quality of service for dental labs
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