Analysis of the positive word-of-mouth, Quality of medical service and customer satisfaction of patients in dental clinics

치과의원 내원환자들의 긍정적 구전과 치과 의료서비스 품질 및 고객만족도 분석

  • 양해영 (대구과학대학 치위생과)
  • Received : 2010.11.08
  • Accepted : 2010.12.17
  • Published : 2010.12.31


Dental health care in modern society has gradually been developing with patients'expectation, desire, and medical knowledge according to the changes in the medical industry. Dental marketing strategy is necessary to construct a better dental health environment in order to cope with customers' changes and desire. The purpose of this study was to evaluate the positive comments by word-of-mouth experience, quality of dental clinic service and customer satisfaction among dental patients. The study surveyed 5oo subjects being treated at 6 dental clinics in Seoul and Gyeonggi province. It was conducted from March 22 to April 9, 2010. The subject groups with a positive experience through word - of - mouth who had a perception about the quality of dental clinic service (p<.001) and customer satisfaction (p<.001) were higher than other groups who had no comments on their dental treatment and clinics. The results showed that there was a correlation(r=. 852, p<.001) between the positive comments by word-of- mouthabout the quality of dental clinics service and customer satisfaction. The perception of dental clinic service and patients' satisfaction with positive comments by word of mouth was highly recognized by older and more experienced patients of dental treatment. Therefore, the results suggest that empirical information on important factors about strategic marketing lead to positive comments by word of mouth experience for patients in dental clinics.


Customer satisfaction;Positive word-of-mouth;Quality of medical service


Supported by : 대구과학대학


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