Journal of Korean society of Dental Hygiene (한국치위생학회지)

Korean Society of Dental Hygiene (한국치위생학회)
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Related factors to satisfaction of patients visiting dental hospital and clinics

치과 병·의원 이용 환자의 만족도 관련요인

  • 김창숙 (울산과학대학교 치위생과) ;
  • 윤영주 (울산과학대학교 치위생과) ;
  • 이경수 (영남대학교 예방의학교실)
  • Received : 2013.03.29
  • Accepted : 2013.06.05
  • Published : 2013.06.30
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Abstract

Objectives : The quality of service is considered as the difference between services that customers perceive and expect by using SERVQUAL model and the basic data for the efficiency of management of dental hospital and clinics, the differentiation strategies of dental medical institutions and the improvements on quality of service are provided. Methods : Subjects were 469 patients who visited six dental hospitals and clinics in Daegu-Gyeongbuk regions. Questionnaire consisted of five items such as type, reliability, responsiveness, certainty and empathy properties. Data were analyzed using SPSS 12.0 program in this study. Results : Women had high satisfaction scores of medical services in certainty and empathy properties. 40s and higher had the highest score in the type property. 30s had high score in the certainty property. For expected service satisfaction, 30s had the highest score in dental practitioners and administrative staffs. For reuse of current medical institution and intent for recommendation, certainty property and factor of dentist and dental practitioners had high scores. Additionally, reliability and responsiveness properties were statistically significant. Conclusions : Medical institutions should make every effort to get the dentists or dental practitioners have the medical knowledge at a high level, a kindness for patients and trust from patients.

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References

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