The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
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The Effect of Quality of Service and Reputation on Patient Satisfaction and Loyalty by Dental Services -Focusing on the Moderating Effect of Trust in Medical Institutions-

치과 기관유형에 따른 의료서비스 품질과 명성이 환자 만족도와 충성도에 미치는 영향 - 의료기관 신뢰의 조절 효과를 중심으로 -

  • Son, Eun-Gyo (Department of Dental Hygiene, Gangneung Yeongdong College of Gangneung city)
  • 손은교 (강릉영동대학교 치위생과)
  • Received : 2019.09.21
  • Accepted : 2019.12.19
  • Published : 2019.12.31
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Abstract

Objectives: The purpose of this study was to examine the quality and reputation of medical services in hospitals run by Gangwon-do 1,3, and 10 dentists, to investigate the mitigation effects of trust and quality on patient satisfaction and loyalty. Methods: Of the 600 surveys collected, 578 were used. Results: Although there were differences in dental services by type of institution, fame influenced patient satisfaction in all three institutions, and patient satisfaction also affected loyalty in all three institutions. The moderating effect of trust was shown to one dentist, and physician trust was shown to have a moderating effect. Conclusions: The establishment of reputation trust and the practice of dental medical services are important for attracting patients.

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References

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