• The Korean Journal of Health Service Management
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• v.8 no.2
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• pp.89-100
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• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• Journal of Korean society of Dental Hygiene
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• v.12 no.6
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• pp.1165-1172
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• 2012

Objectives : This study aims at analyzing the quality of medical service of the dental hygienist upon patients' satisfaction and the intention of hospital revisit in order to figure out the role of the dental hygienist to improve patients' satisfaction. Methods : Questionnaire survey was carried out to patients in dental hospital and clinics in Seoul and Gyeonggi-do. Total 301 sheets except for insufficient ones were analyzed and the results are as follows. Results : As for the correlation analysis between variables affecting patients' satisfaction, every variables showed significantly positive relation, and the relation between medical treatment level of the dental hygienist and patients' satisfaction had the strongest positive (+) relation (p<0.001). Oral health education satisfaction by the dental hygienist and the medical treatment satisfaction by the dental hygienist had significant influence on patients' satisfaction, a dependent variable (p<0.001). Hospital environment (p<0.000), oral health education satisfaction by the dental hygienist (p<0.05), the satisfaction of medical treatment level by the dental hygienist (p<0.05) and patients' satisfaction (p<0.001) had significant influence on the intention of hospital revisit. Conclusions : In order to improve dental medical service quality and the intention of hospital revisit, the role of the dental hygienist is important. Thus, it seems necessary to prepare specific education plan on the medical service by the dental hygienist.

• Journal of Korean society of Dental Hygiene
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• v.9 no.3
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• pp.439-455
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• 2009

The number of dental hygiene students is increasing as dental hygiene departments are extended or newly installed continuously, and in other to keep up with the quantitative increase, we need to standardize dental hygiene curriculums. The present study conducted a questionnaire survey with dental hygiene students who had completed clinical practice. The obtained results as follows. 1. According to the contents of clinical practice at dental clinics, the frequency of dental hygiene students' observation practice was high in basic medical service, dental prosthesis, and orthodontics. 2. The frequency of performance practice was high in basic medical service, oral medicine, preventive dentistry, pediatric dentistry, periodontology, and oral surgery. According to the area of clinical practice. 3. According to the contents of clinical practice at university hospitals, the frequency of dental hygiene students' observation practice was high in basic medical service, dental prosthesis, and orthodontics. 4. The frequency of performance practice was high in basic medical service, oral medicine, preventive dentistry, pediatric dentistry, periodontology, and dental prosthesis. 5. The students' satisfaction was high in basic medical service, oral medicine, preventive dentistry, and periodontology. The period of clinical practice varies according to school curriculum and circumstance among dental clinics and university hospitals where clinical practices are performed, students' satisfaction with their observation practice and performance practice may be different. Thus, for dental hygiene students' clinical practice, it is considered desirable to prepare integrated education programs that standardize the period and contents of clinical practice.

• Journal of the Korean Academy of Esthetic Dentistry
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• v.23 no.2
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• pp.95-104
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• 2014

This study is about the basis of satisfactions by patients : One is 'what factors of the marketing by dental medical service have an effect on consumers dental clinic' The other is 'what is the most important part when consumers choose the dental medical ser Seoul and Gyeonggi area unintentionally. Finally 446 people were analyzed. 6 general questions, 5 selective form questions when consumers choose the dental service, 11 satisfactions questions after treating and thought of reuse the dental service 6 (Likert scale) questions. Whether the choice of hospital dental marketing by dental analysis, both male and female hospital medical marketing and use of selected highly suggests that it does not respond. The resulting satisfaction analysis using the Hospital Dental Marketing consumer access to medical care, and then, a full explanation, comfort, quality and level, health care costs, treatment management, and symptom improvement were higher satisfaction with the item, select the dental healthcare after the analysis of the marketing of recycled doctors are otherwise subject the person selected from all entries equal to or higher than the average consumer satisfaction showed a higher medical doctor also higher reuse. Consequently, Through the use of marketing to choose the best dental healthcare need to providing quality care.

• Journal of Korean society of Dental Hygiene
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• v.13 no.3
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• pp.411-418
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• 2013

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.

• The Journal of the Korea Contents Association
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• v.13 no.7
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• pp.333-338
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• 2013

The purpose of this study is to research how to effectively export the dental prosthetic restoration and the service to the overseas. The study showed the present status of dental prosthetic restoration service in South Korea and some suggested ways to improve the export of the dental prosthetic restoration service to the overseas. The size of the medical service market has been gradually increased because of the globalization and the development of the information-oriented tendency. The medical industry is being perceived as a highly valuable service industry that emphasizes the importance of quality. Through the efforts of the nations attempting to develop the market and create new employment, the medical field is becoming a prospective field of trade. In order to develop the medical industry, the strategies; firstly, medical institutions need to explore overseas markets and strengthen globalization; secondly, medical service should be upgraded through specialization; and finally, specialized management system has to be established and medical management system has to be innovated.

• Journal of Korean society of Dental Hygiene
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• v.14 no.5
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• pp.765-773
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• 2014

Objectives : The objective of study is to investigate the relationship between the satisfaction of dental service, value quality, and reuse intention among dental implant patients. Methods : A self-reported questionnaire was filled out by 316 dental implant patients in 4 dental clinics in Daejeon from December, 2013 to March, 2014. Results : The average of dental service satisfaction was 4.14(SD=.562). The average of value satisfaction was 3.88(SD=.648), and that of reuse intention was 3.98(SD=.662). The tangibility was defined as the influence of the quality of medical service on the value satisfaction(t=4.042, p<0.001) and the confidence(t=2.997, p<0.01). The influence of the service value on the intention to reuse was 0.486(t=10.796, p<.001) of path coefficient. Conclusions : The quality of medical service is decided by the value satisfaction and the intention to reuse including the value satisfaction.

• The Journal of the Korean dental association
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• v.49 no.9
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• pp.511-518
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• 2011

Policy of for-profit hospitals permission has provoked debate on how to enhance health care system and medical service industry. The government says that for-profit hospitals could help improve the quality of medical care and develop medical tourism. On the other hand, Medical care related NGO insist that for-profit hospitals will not fix the existing medical problems in Korea, only create new ones. Recently, a type of for-profit hospitals emerged in dentistry and caused much trouble. Accordingly, We try to carefully look at for-profit hospitals related policy and debate.

• Journal of Technologic Dentistry
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• v.35 no.4
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• pp.387-394
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• 2013

Purpose: This aim of this paper is to research the influence of customer satisfaction and reutilization on Dental hospitals and clinics of medical service quality. Methods: The study examines 140 Patients who received treatment in Daegu from 1 July 2012 to 30 July 2012. The methods of research were used to factor analysis, reliability test using Cronbach's ${\alpha}$ factor, correlation analysis, multiple regression analysis and spss/win18.0. Results: The factor of quality of care has the highest impact on customer satisfaction. the influence of reutilization depends on the highest reliability and the physical environment was significant. Conclusion: To improve customer satisfaction and reutilization is required to maintenance of hospital facilities, medical services mind and quality of care. The medical service providers are important to develop patient education programs, self-development and customer satisfaction training techniques.

• Korea Journal of Hospital Management
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• v.22 no.3
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• pp.118-132
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• 2017

This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers' needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.