Korea Journal of Hospital Management (한국병원경영학회지)
- Volume 8 Issue 3
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- Pages.49-71
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- 2003
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- 1226-6299(pISSN)
The Influence of Dental Service Qualities on The Patient Satisfaction and Royalty in Dental Clinics and Hospitals
치과 병.의원의 의료서비스품질이 고객만족과 충성도에 미치는 영향에 관한 연구
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Kim, Yang-Kyun
(Department of Health Service Management, College of Business, Kyung Hee University) ;
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Jung, Ki-Teak
(Department of Health Service Management, College of Business, Kyung Hee University) ;
- Ann, Young-Song (Department of Medical Management of Business Administration, School of Business, Kyung Hee University) ;
- Lee, Sang-Eun (Department of Management of Business Administration, School of Graduate, Kyung Hee University) ;
- Jang, Young-Hwa (Department of Management of Business Administration, School of Graduate, Kyung Hee University) ;
- Han, Bo-Ra (Department of Management of Business Administration, School of Graduate, Kyung Hee University)
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김양균
(경희대학교 경영대학 의료경영학과) ;
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정기택
(경희대학교 경영대학 의료경영학과) ;
- 안영송 (경희대학교 경영대학원) ;
- 이상은 (경희대학교 대학원 경영학과) ;
- 장영화 (경희대학교 대학원 경영학과) ;
- 한보라 (경희대학교 대학원 경영학과)
- Published : 2003.09.30
Abstract
The purpose of the study is exploring the relationship among patient perceived quality of dental care, satisfaction, and royalty in dental clinics and hospitals. The observation of the study is outpatient visiting dental clinics and hospitals located in Seoul and Kyung-Gi Do area, and surveyed the outpatients. The contents of the survey are consisted with questions including quality of care perceived by the patients, costumer satisfaction, and royalty, and measurement for each question is using five point Likert scale. According to result of bi-variate analysis, there was the significant relationship among specialized care, value of the care, and kindness in quality of dental services, level of care in dentists significantly influenced on costumer satisfaction and costumer royalty, and there was the significant relationship between costumer satisfaction and royalty. According to result of regression analysis on the costumer satisfaction, the costumer satisfaction positively related with the convenience of facility, specialized care, value of care, patient age, number of visit, and spend time for treatment, and housewives and self-employees were likely to satisfy on care than regular employees. By result of full regression model and reduced model on costumer royalty, satisfaction could explain 86% on the costumer royalty such as re-visit and promoting other people, and increase of explain power is not significant when other independent variables joined model (full model). Considering efficiency of model, costumer royalty could be explained by satisfaction only rather than other independent variables used. Finally, This study shows that the social-demographic variables of patient influenced the patient satisfaction, and the patient satisfaction influenced patient royalty directly.
Keywords
- Perceived Quality of Dental Care;
- Costumer Satisfaction;
- Costumer Royalty;
- Regression;
- Full Model;
- Reduced Model