융합정보논문지 (Journal of Convergence for Information Technology)

중소기업융합학회 (Convergence Society for SMB)
권호 표지
DOI QR코드

DOI QR Code

치과 내원 환자들의 재이용 의사에 영향을 미치는 결정요인에 관한 융합 분석

Convergence Analysis on The Determinants of Reuse Intention in Patients Visiting a Dentist

  • 투고 : 2017.06.21
  • 심사 : 2017.08.20
  • 발행 : 2017.08.31
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

본 연구의 목적은 치과 내원 환자들의 인적서비스, 서비스 가치 정도를 알아보고 치과 재이용 의사에 영향을 미치는 결정요인을 파악하여 공급자와 소비자에게 질적 치과 의료서비스에 대한 정확한 요구도를 도출, 서로 간에 긍정적인 영향을 주고자 실시하였다. 대전 및 전북지역의 치과 의료기관에 내원한 성인을 대상으로 한 서술적 조사연구이며, 자료는 SPSSWIN 18.0을 이용하여 t-test와 one way ANOVA, Pearson correlation, Stepwise multiple regression을 이용하여 분석하였다. 인적서비스는 서비스 가치, 재이용 의사와 유의한 양의 상관관계를 나타냈고, 서비스 가치도 재이용 의사와 유의한 양의 상관관계를 나타냈다. 재이용 의사에 영향을 미치는 변수는 서비스 가치, 인적서비스, 치과 의료서비스에 대한 차별감으로 나타났다. 따라서 내원 환자에게 맞춤 치과 의료서비스를 제공하기 위한 최적화된 프로그램 개발이 필요하며, 꾸준한 방법 모색을 통한 실제 적용이 요구된다.

The purpose of this study, is to identify the factors affecting reuse intention, determine the accurate demand of suppliers and consumers for qualitative dental care service, and identify the cyclic factors positively affecting one another. The data were analyzed by SPSSWIN 18.0, t-test and one way ANOVA, Pearson correlation and Stepwise multiple regression. Human service quality was significantly positively correlated with service value (r=0.609) and reuse intention (r=0.627) and service value was significantly positively correlated with reuse intention (r=0.645). The higher service value, the higher human service quality, the lower medical service discrimination, the higher level of reuse intention, which accounted for 56.9%. Therefore, it is necessary to make optimal maintenance of the system from the broad viewpoint of dental care in general and apply it in practice by developing good methods steadily.

키워드

참고문헌

  1. C. S. Hyuk. (2012). A study on the patients' satisfaction at medical service and intention of reuse of hospital. University of Hanyang, Seoul.
  2. Y. D. Park. (2011). Factors of the quality of dental care service upon intention to revisit. University of Daegu Haany, Daegu.
  3. J. B. Bae. (2015). Study on the Influence of Service Quality in Dentist Health care Services on Customer Satisfaction and Repurchase Intention. University of Daegu Haany, Daegu.
  4. M. H. Lim. (2016). Impacts of the quality of dental service for adults on patient satisfaction and reuse of dental clinic. University of Wonkwang, Iksan.
  5. K. D. Bopp. (1990). How patients evaluate the quality of ambulatory medical encounters: a marketing perspective. Journal of Health Care Mark, 10(1), 6-15.
  6. C. J. Suh & Y. H. Kim. (2002). A Study on Relationship Reputation of Medical Institutions and Service Quality. Journal of the Korean Production and Operations Management Society, 12(3), 125-152.
  7. S. H. Kim, J. Y. Kim, B. K. Seo & Y. J. Huh. (2011). The Impacts of Service scape and Human Services on Customer Responses. The Case of Healthcare Services. Journal of Consumer Studies, 22(2), 323-349.
  8. A. C. Lawrence, R. E. Kenneth & C. Deborah. (1990). Relationship Quality in Services Selling: An Interpersonal Influence Perspective. Journal of Marketing, 54(3), 68-81. DOI : 10.2307/1251817
  9. S. H. Park. (2016). Comparing effects of service quality on inpatients' customer value perception, satisfaction and their revisiting intention between comprehensive nursing care units and general care units. University of Inje, Gimhae.
  10. J. Kasteler. (1976). Issues underlying prevalence of Doctor-shopping behavior. Journal of Health and Social Behavior, 17(4), 328-329. DOI : 10.2307/2136711
  11. M. R. Dimatteo, L. M. Prince & A. Haranta. (1979). Parient perceptions of physicians Behavior. Journal of Community Health, 4(4), 280-290. DOI : 10.1007/bf01319022
  12. R. N. Bolton & J. H. Drew. (1991). A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17(4), 375-384. DOI : 10.1086/208564
  13. W. H. Ettinger. (1998). Consumer-perceived value: the key to a successful business strategy in the healthcare marketplace. Journal of American Geriatrics Society, 46(1), 111-113. DOI : 10.1111/j.1532-5415.1998.tb01024.x
  14. M. S. Han. (2009). Influence of the Quality of Dental Care Service to Customer Satisfaction, Service Value, and Purchase Intention. University of Chungnam, Daejeon.
  15. J. S. Lee. (2004). Social Discrimination and Affirmative Action. Yonsei Law Journal, 10(2), 1-15.
  16. G. Y. Choi. (2016). The Effects of Discrimination in Dental Care Service on Dental Clinic Reutilization Intention. University of Chungnam, Daejeon.
  17. S. I. Park. (2009). A study on the effect of hospital image and medical service quality of medical service reuse, Focused on the Mediating Effect of Medium Hospital Medical Service Value and Customer Satisfaction. University of Yeungnam, Gyeongsan.
  18. T. S. Yoon & J. D. Goo. (1999). A study on the relationship between customer's perception of service quality and perchase intention. Journal of Product Research, 21, 231-278.
  19. S. S. Kim. (2010). A Study on the Effects of Service Quality, Service Value, Emotional Response and Reputationon Customer Satisfaction and Repurchase Intention in Accordance with Service Relationship in Health care Service. University of Hanyang, Seoul.
  20. S. H. Jeong. (2009). An analysis of determinants of discrimination in medical servics : focused on the comparison of the disabled and the non disabled. University of Catholic, Bucheon.
  21. A. Parasuraman, V. A. Zeithaml & L. L. Berry. (1988). SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
  22. S. Y. Park. (2010). The Effects of Health care center's Service Quality of the Human and Materials and Image on Perceived value, Moderating Role of the Involvement. University of Hanyang, Seoul.
  23. V. A. Zeithaml. (1988). Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2-22. DOI : 10.2307/1251446
  24. H. S. Hong. (2005). The effects of the quality of the dental care services by dental hygienist on the patient's satisfaction, reuse, and invitation intention. University of Dankuk, Cheonan.
  25. M. G. Seong, J. H. Kim & K. A. Jang. (2015). Factors Affecting the Satisfaction for Medical Service and Reuse Intention of Patients at Dental Clinic in Gyeongnam Province. Journal of Dental Hygiene Science, 15(2), 106-112. DOI : 10.17135/jdhs.2015.15.2.106
  26. M. J. Jun & E. K. Noh. (2010). Service Quality of Dental Institutes Measured by SERVQUAL Model and Intention to Re-visit. Journal of Dental Hygiene Science, 10(1), 55-61.
  27. G. S. Lee & B. K. Min. (2008). The research about the influence of medical service when choosing the dental clinic. Journal of Dental Hygiene Science, 8(2), 51-56.
  28. E. M. Yoo, S. K. Kim & Y. S. Hwang. (2008). A study on patients' choices over dental clinics and factors of complaint against medical service, focused on Seoul, Kyoungi, and Incheon areas. Journal of Korean society of Dental Hygiene, 8(1), 93-105.
  29. M. G. Seong, J. H. Park, K. A. Jang & J. O. Choi. (2008). Analysis of Factors affecting the Patient's Service Satisfaction in Kimhae Dental Hospital. Journal of Dental Hygiene Science, 8(4), 215-224.
  30. H. E. Jeong. (2013). A study on the effects of medical service factors on perceived service value and satisfaction by dental prosthetic medical cure patients, By applying the 7P. University of Dankuk, Cheonan.
  31. H. H. Min, J. H. Jeon & G. B. Choi. (2016). Influence of service and value quality satisfaction on revisit intention in orthodontic patients. Journal of Korean Society of Dental Hygiene, 16(2), 329-335. DOI : 10.13065/jksdh.2016.16.02.329
  32. J. H. Kim. (2011). Mannequin Simulation in the Health Science. Journal of the Korea Convergence Society, 2(2), 67-71.
  33. I. S. Kim & S. Y. Kim. (2016). Converged Relationship between Oral Health Education and Dental Health Behavior of High School Students. Journal of Convergence for Information Technology, 6(4), 107-114. DOI : 10.22156/CS4SMB.2016.6.4.107
  34. M. R. Lee, S. J. Jung & M. G. Ji. (2017). Self-Perception Halitosis of Firefighters and the Halitosis-Relevant Fused Factors. Journal of Convergence for Information Technology, 7(3), 37-46. DOI :10.22156/CS4SMB.2017.7.3.037
  35. H. N. Lee, H. S. Sim & G. Y. Kim. (2011). Association of quality of dental care service on the level of patient satisfaction. Journal of Korean society of Dental Hygiene, 11(3), 383-393.
  36. S. K. Kim, H. J. Youn & K. H. Lee. (2012). An effect of medical service of the dental hygienist upon patients' satisfaction and the intention of hospital revisit. Journal of Korean Society of Dental Hygiene, 12(6), 1165-1172. DOI : 10.13065/jksdh.2012.12.6.1165
  37. E. J. Hwang & I. O. Sim. (2016). Structural Equation Modeling for Public Hospital Quality of Care, Image, Role Performance, Satisfaction, Intent to (Re)visit, and Intent to Recommend Hospital as Perceived by Community Residents. Journal of Korean Academy of Nursing, 46(1), 118-127. DOI : 10.4040/jkan.2016.46.1.118
  38. F. X. Chen & K. H. Chung. (2016). A Study on the Relationship among e-Service Quality, Perceived Value and e-Loyalty in the Korean Internet Shopping Mall: Focused the Chinese Shopping Experience in Korea. Journal of the Korea Service Managemant Society, 17(3), 67-88. DOI : 10.15706/jksms.2016.17.3.004
  39. B. S. Kim. (2017). Effects of Brand Loyalty of Consumer Loyalty toward Loyalty Programs and Consumer Satisfaction : Focused on Coffee Chains. Journal of the Korea Service Managemant Society, 18(1), 135-157. DOI : 10.15706/jksms.2017.18.1.007
  40. J. Y. Moon. (2015). An empirical study of the Strategy Development and Deployment effects on the Hospital Management and Hospital Performance. Journal of the Korea Convergence Society, 6(6), 57-63. DOI : 10.15207/JKCS.2015.6.6.057