치과위생사의 역량과 치과내원환자의 만족도, 재방문 및 구전의도와의 관련성
Relationship of between Dental hygienist’s Competence and Patients’ Satisfaction, Revisit, and Recommendation Intent
김영선,
소속 상세정보
김영선 ( Kim Young-Sun ) - 대구보건대학 치위생과
KMID : 0362520110130040299
Abstract
In this research, the survey was conducted by 469 patients who visited dental clinics in Daegu and Kyung-buk to investigate the relationship of between competence of dental hygienist and patients’ satisfaction, revisit and recommendation intent. The results were as follow;
1. As for the competence of dental hygienists (perception, kindness, knowledge), the average was respectively perception 3.58, kindness 3.99, and knowledge 4.02. And patients’ satisfaction was 4.02. Revisit and recommendation intent was 4.03 each.
2. As for the difference of general characteristics and hygienist’s competence, what represented significant difference was as follows ; gender differed in kindness (p<.01), knowledge (p<.01), and age in perception (p<.05), knowledge (p<.001), kindness (p<.001), and marital status in kindness (p<.001), and job in kindness (p<.01), knowledge (p<.01), and visiting dental clinics in kindness (p<.05).
3. When it comes to the difference of general characteristics and patients’ satisfaction, revisit, and recommendation intent, gender had a meaningful effect on patients’ satisfaction<(p<.01), revisit and recommendation intent (p<.05); age and marital status on recommendation intent (p<.01, .05); job on revisit and recommendation intent (p<.01); the frequency of visiting dental clinics on patients‘ satisfaction and revisit intent (p<.01, p<.05); monthly income on revisit intent (p<.05).
4. Concerning patients’ satisfaction, revisit and recommendation intent according to the competence of hygienists, the figure of those with above-average in perception, kindness, and knowledge reached significantly high compared to that of those with below-average (p<.001).
5. With regard to the correlation between the hygienist’s competence and patients’ satisfaction, revisit, recommendation intent and patients satisfaction is most related to the knowledge of the hygienist (61.2%), and revisit intent most to patients satisfaction (68.8%), and recommendation intent most to revisit intent (69.5%).
6. As a result of multiple regression analysis to investigate the factors having an effect on patients’ satisfaction, revisit and recommendation intent, the factors having effects on patients’ satisfaction are the knowledge, kindness, perception and the frequency of visiting dental clinics (R2=.421). What has effects on revisit and recommendation intent is the hygienist’s knowledge, kindness, and perception (R2=.370, .401).
With above results, in order to enhance hygienist’s competence, we need to clarify job identity, build up the specialty, have the public perceive the work of hygienists exactly, provide personality education to improve medical service and change the way of thinking positively.
키워드
Dental hygienist’s Competence; Patients’ satisfaction; Revisit and recommendation intent
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