노인 환자의 만족도가 치과의료기관 재이용에 미치는 영향
The Effects of Elderly Patients' Satisfaction on the Reuse of Dental Institutions
우승희, 김은주, 이재라,
소속 상세정보
우승희 ( Woo Seung-Hee ) - 목포과학대학교 치위생과
김은주 ( Kim Eun-Ju ) - 동아보건대학교 치위생과
이재라 ( Lee Jae-Ra ) - 목포과학대학교 치위생과
KMID : 0362520170190020091
Abstract
The purpose of this study was to closely examine how the satisfaction plays a role as a mediating variable of reuse and positive promotion through analyzing the satisfaction with dental institutions of being used by the rapidly-growing elderly population and through investigating the influence of users' satisfaction upon intention of reuse. The following conclusions were elicited. First, the satisfaction at dental institutions in Mokpo area as the subject of this study appeared to be relatively high level. Especially, the satisfaction with dentists and dental hygienists stood at 4.30 points and 4.39 points, respectively, thereby having shown a very high outcome. And as a result of having surveyed the intention of public relations, the intention of recommending to people around, and the intention of a preferential choice in terms of the reuse, a slightly high level was indicated with 4.26 points, 4.29 points, and 4.20 points. Second, in consequence of having surveyed a difference in dental service satisfaction depending on general characteristics, the satisfaction at the facilities & environment, and at dental hygienists showed a difference according to gender. Men were surveyed to have a higher satisfaction than women. A statistical significance was indicated. Compared to National Health Insurance participants, the Medical Aid Beneficiaries were surveyed to have a higher satisfaction with the facilities & environment, with reception & administration, and with dental hygienists. Third, as a result of having surveyed a correlation between the dental institution satisfaction and the reuse-related question, a positive correlation was shown in all of the satisfaction with the intention of public relations, with the intention of recommending to people around, and with the intention of preferential choice. Thus, it could be known that the higher satisfaction leads to getting higher even in possibility of reuse. In this way, the satisfaction at dental institutions has positive influence upon selecting and re-using dental clinics. Hence, the dental institutions need to constantly strive to improve quality of medical service. To do this, a positive effort and investment should be made. A systematic program is considered to be likely necessary for reinforcing service quality and intensifying competitive edge. And to promote the dental institution's service quality based on the results of this study, it is considered to be likely needed introduction and activation of the dental institution accreditation system. Many dental institutions were changed now in comparison with the past. But the dental institution accreditation system is being autonomously enforced, thereby causing polarization in an institution with the execution of dental institution accreditation system and in an institution with its opposite case. Accordingly, an institutional device is needed that can supplement this. There is a need to establish the specialized and organized quality control system in order to step up quality of medical service.
키워드
Dental institutions; Medical service; Satisfaction
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