• 보건의료산업학회지
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• 제6권4호
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• pp.191-204
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• 2012

The purpose of this study was to provide basic data necessary for improvement by closely examining factors of having influence upon dental technicians' turnover. Questionnaire survey was conducted of 204 dental technicians who work at dental hospitals, clinics and dental laboratory rooms in Daegu area. The following conclusions were obtained. The satisfaction with job was high in job position in more than co-representative, in the whole and other task, and in less than 9 hours as for working hours. In the satisfaction with working environment, dissatisfaction was high in women, in the working career with 7~9 years, in chief level as for the job position in charge, in being responsible for porcelain in case of the duty field, and in more than 10 people as for the number of employees. The higher satisfaction with job satisfaction and working environment led to the lower turnover intention. Turnover intention was low in case of having ventilation fan & dust collector desk and in case of being well ventilated inside the workshop. As the above results, it is considered to be necessary for arranging institutional device of protecting dental technicians' health and reducing turnover through improving working environment such as forming comfortable environment of using the dust-collecting facilities and the ventilation facilities, wearing suitable individual protective gear and arranging the rest space.

• 서비스연구
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• 제9권1호
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• pp.17-31
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• 2019

본 연구는 의료기관인 치과병원의 서비스본질이 직무만족 및 직무몰입에 미치는 영향을 실증적으로 분석하였다. 최근 치과 병원이 의료에 대한 수요가 점차 증가하면서 신설과 확장을 통해 다양한 경쟁상황에 직면하고 있어 치과병원의 직무만족과 직무몰입의 중요성이 더욱 강조되고 있는 실정이다. 치과병원의 서비스본질은 직무만족과 직무몰입에 영향을 미치는 것으로 알려져 있는데, 이 두 요인은 치과 병원의 생존과 발전을 위해 요구되는 병원 본연의 기능뿐만 아니라 치과 병원의 경쟁력을 확보하기 위한 핵심 요인으로 평가되고 있다. 따라서 본 연구에서는 치과 병원의 서비스본질에 영향을 주는 조직만족과 조직몰입에 관한 요인들에 대하여 노사관계와 참여적 작업조직을 매개변수로 효과 분석을 수행하였다. 분석 결과 서비스본질기반 조직에서는 직무만족이 직무몰입에 유의한 영향을 끼치는 과정에서 노사관계와 참여적 작업조직 없이는 성립되지 않는 완전매개효과가 있는 것으로 나타났다. 따라서 인센티브나 외적 보상에만 집중하여 직원들의 직무만족을 높이려는 기존연구 결과와 달리, 본 연구에서는 서비스본질 요소들이 반영된 내적 지원체계를 강화할 필요가 결론을 도출하였다. 본 연구에서 투입된 변수인 직무만족과 직무몰입은 치과병원의 경쟁력 향상을 위한 기초가 될 수 있을 것으로 기대한다. 향후 본 연구를 중소 치과병원이나 치과 의원들을 대상으로 범위를 확장할 필요가 있다. 또한 관계성이나 쌍방향성과 같은 서비스본질을 조직차원에서 강화하는 것이 서비스조직의 경쟁력을 강화하는 효과적인 방법임에 대해 다양한 조직을 대상으로 입증하는 연구가 필요하다.

• 한국치위생학회지
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• 제5권2호
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• pp.247-261
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• 2005

The main objective of this study is to investigate the factors affecting patient satisfaction, repeat-use intention, and inducement intention for providing the suggestion for patient-oriented management of dental services organizations. For this study, the patient satisfaction model including 14 facets of satisfaction factors such as distance(time/location), human services(dentist-hygienist), treatment results, and facilities(convenient facilities/parking lot) was examined. Data were collected from 196 patients who visiting the same dental services organization more than two times of ten dental clinics at Kyeongsangnam-do area using self-administered questionnaire. Major results of the empirical analysis are as follows: First, patient satisfaction, repeat-use intention, and inducement intention were significantly correlated with gender, age, economic conditions among patients of dental clinics. Second, kindness of hygienist, treatment results, kindness of receptionist, waiting time, emergency medical services, and right-fee for services were found to have significant influence on dental services organizations. These research findings suggest that improvement of service quality in dental care and advancement in treatment ability of dentist and hygienist are very important to improve patient satisfaction and patient-oriented service system in dental services organizations.

• 한국치위생학회지
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• 제16권2호
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• pp.185-193
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• 2016

Objectives: The purpose of the study was to examine the recognition and satisfaction of dental care customers after 1 year national health insurance coverage of dental scaling. Methods: A self-reported questionnaire was completed by 477 dental care customers in Gyeongbuk, Busan, Yangsan, and Gyeonggido from July 18 to September 30, 2014 after receiving informed consents. The questionnaire consisted of general characteristics of the subjects(5 items), subjective awareness of oral health(4 items), recognition of scaling(5 items), and recognition and satisfaction of scaling health insurance(5 items). Data were analyzed using SPSS version 20.0 program. Results: Those who recognized the national health insurance coverage of dental scaling accounted for 80.1 percent and 47.2 percent of them got the health insurance coverage via media advertisements. Those who received the scaling service by health insurance coverage accounted for 73.8% and 66.2% of them were very satisfied with the service. Among the customers, 91.8% were satisfied with scaling health allotment. There was a statistical significance between scaling health insurance and subjective oral condition recognition(p<0.01). Through the health insurance coverage scaling service, the oral health in Korea will improve much. Conclusions: The expansion of health insurance coverage of scaling service will provide the universal oral health care for all people. Owing to low cost service, people will actively try to come in contact with public health service in the future.

• 한국병원경영학회지
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• 제24권1호
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• pp.36-47
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• 2019

Purposes : The purpose of this study is to analyze empirically the consturct development of brand trust in dental clinic service and its influence on both satisfaction and brand loyalty of clinic users in Seoul area. Methodology : To test the hypotheses, the structured instrument was employed to question to patients and their guardians who had used dental clinics in the metropolitan area. 207 cases were analyzed with structural equation method through SPSS 18.0 and AMOS 22.0, and findings of the test as follows. Findings : Firstly, both functional and associative images had a positive impact on the brand trust. Especially we found the influence of functional images was greater than that of the brands' associative images. Secondly, the satisfaction of dental clinic users had greater positive influence on the clinics with greater trust. Thirdly, the higher the satisfaction of health service consumers, the more positive effect on brand loyalty. This relationship between the satisfaction of dental clinic users and brand loyalty match the findings of previous studies on relations of similar variables. Practical Implications : This study shows that with greater satisfaction, the referral rate and the revisit rate of users would increase. This implies that dental clinics need to take appropriate actions to build brand trust with advertising and/or PR strategies for a good brand image. It would be necessary to research further expected variables that influence users' brand loyalty in the service, such as the dentists' level of expertise, their relationship level with customers, the quality of dental services and et al..

• 한국치위생학회지
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• 제18권5호
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• pp.771-783
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• 2018

Objectives: This study aimed to identify methods that help medical consumers to be aware of relevant information regarding changes in dental health insurance policy. Methods: The following results were obtained from a survey regarding awareness and satisfaction with dental health insurance policy among the general public aged 20 years or older in Seoul, Gyeonggi Province, and other areas from August 1, 2017 to August 23, 2017. Results: The correlation between adults' awareness of and satisfaction with dental health insurance was 0.471, where satisfaction with dental health insurance was enhanced with increasing awareness of dental health insurance (p<0.001). Factors that significantly affected awareness of dental health insurance were marriage (married p<0.05), medical service (dental university hospital, p<0.01), and satisfaction with dental health insurance (p<0.001); these factors explained 29.2% of the variance. Factors that significantly affected satisfaction with dental health insurance were final education (high school graduation, p<0.05), medical service (dental hospital, p<0.05), and awareness of dental health insurance (p<0.001); these factors explained 27.8% of the variance. Conclusions: Importantly, awareness of the government's operation of dental health insurance and the benefits of such dental health insurance were low, suggesting that the government and national health insurance agency should improve the level of transparency in dental health insurance operations and continuously promote dental health insurance benefits to the public.

• 치위생과학회지
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• 제13권3호
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• pp.246-253
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• 2013

이 연구는 치과의료서비스 품질이 서비스 가치, 고객만족도, 고객충성도에 미치는 영향을 평가하고자 부산 울산광역시 소재 17개 치과병 의원에 내원한 환자 221명을 대상으로 설문지를 이용하여 조사한 결과 다음과 같은 결론을 얻었다. 1. 치과의료서비스 품질 중 의사언어에 대한 인식의 차이는 남자가 여자에 비해 높았으며, 교육수준에 따른 신체언어에 대한 인식의 차이와 신체외형에 대한 인식의 차이는 대학교 재학 및 졸업자가 높았다. 2. 서비스 가치, 고객만족도 및 고객충성도는 남자, 대학교 재학 및 졸업, 기혼에서 서비스 가치, 고객만족도, 고객충성도의 점수가 높게 나타났으나 통계적으로 유의하지는 않았다. 치과의료서비스 품질과 서비스 가치, 고객만족도 및 고객충성도는 서로 상관관계가 있는 것으로 나타났다. 3. 의료서비스 품질 중 의사언어와 언어적 커뮤니케이션에 대한 인식도가 증가할수록 서비스 가치가 증가하였고, 언어적 커뮤니케이션과 신체외형의 인식도가 증가할수록 고객만족도는 증가하였으며, 언어적 커뮤니케이션, 신체외형, 신체언어에 대한 인식도가 증가하면 고객충성도가 증가하는 것으로 나타났다. 이상의 결과를 종합해 볼 때, 치과의료서비스를 제공 시 서비스 제공자가 고객의 욕구에 맞춰 상세히 설명을 해주어야 서비스 가치를 높게 평가하며, 서비스에 만족을 느껴 타인에게 긍정적인 입소문을 내게 된다. 고객의 욕구에 맞는 상세한 설명뿐만 아니라 서비스 제공자의 깔끔한 유니폼, 바른 자세, 깔끔한 헤어 스타일 등의 신체적 외형과 고객의 눈을 바라보면서 밝은 표정을 짓고 대화 시 고개를 끄덕이는 등의 공감을 표현해주어야 본인이 이용한 치과병 의원을 지속적으로 재이용하게 되고 타인에게 자랑 및 소개를 시켜주어 치과병 의원의 경영성과를 증대시킬 수 있을 것이다.

• 보건의료산업학회지
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• 제8권3호
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• pp.39-48
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• 2014

The purpose of this study was to examine customer relationship management service provided for customers of dental clinics and their relationship commitment in an effort to offer some information on customer relationship management by dental clinics. The subjects in this study were 206 adult residents in North Jeolla Province, on whom a self-administered survey was conducted. Customer relationship management service, satisfaction with customer relationship management service and relationship commitment were linked to one another, and the variables that affected relationship commitment were differentiated management and satisfaction with relationship management. Given the findings of the study, more research efforts should be directed into the customer relationship management of dental clinics to improve the effectiveness of it.

• 한국치위생학회지
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• 제11권3호
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• pp.383-393
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• 2011

Objectives : This study has been undertaken for the purpose of finding out what influence is made by the dental care service provided to patients by the dental clinics to the level of patient satisfaction to provide the base data for developing and improving the dental care service of dental hygienist. Methods : The survey was undertaken for 500 patients visiting 18 dental clinics in City G and the questionnaire was undertaken for two weeks in May 2010, and 473 copies were analyzed with the exception of the questionnaires with many omissions in the response. Results : 1. Distribution of the level of satisfaction for patient had the dentist factor which was highest in the dentist factor for 4.43 at the age of 60s (p<0.05). and in sole proprietorship for 4.49 (p<0.01). treatment procedure factor which was highest in sole proprietorship for 4.16 (p<0.001). environment of dental clinic factor which was highest at the age of 60 years or older for 4.36 (p<0.05) and in sole proprietorship for 4.14 (p<0.01). 2. Evaluation on the quality of the dental care service of dental hygienist had the kindness of dental hygienists which was highest at the age of 60 years or older for 4.40(p<0.001), knowledge factor of dental hygienist which was highest for 4.34 at the age of 60 years or older (p<0.05) and highest 4.27 for visit dentists(p<0.001) and the patient management and other factor was highest at the age of 60s for 4.47 (p<0.05), and in sole proprietorship for 4.28 (p<0.05). 3. Factors influencing on the level of satisfaction for patient. The level of satisfaction for patient was higher for higher evaluation of the dentist quality (p<0.001), for feeling convenient in treatment procedure and use (p<0.01), for feeling kindness of the dental hygienist (p<0.01), and for higher evaluation in patient management and other management activities of the dental hygienist (p<0.001). Conclusions : In order to heighten the level of satisfaction for patient, it would be necessary to strengthen the kindness and patient management aspect on the patients of the dental hygienist, and it would require to heighten the quality of dentist as patients recognize and heighten the treatment procedure and service convenience of dental clinics.

• 한국치위생학회지
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• 제20권2호
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• pp.233-242
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• 2020

Objectives: The purpose of this study is to investigate the relationship between perceived oral health, medical service satisfaction, and oral health impact profile (OHIP-14) and the factors affecting OHIP for orthodontic patients, and to provide basic data to improve the quality of life of orthodontic patients in accordance with oral health. Methods: The study explained the purpose and purport of this study to orthodontic patients who visit dental clinics located in Daejeon and Chungcheong province for about two months from July 01, 2019, and conducted a self‐reported questionnaire survey for 220 participants who agreed to participate in this study. of the collected questionnaires, data of 197 subjects were used for the final analysis except 23 that were inadequate. Results: As for orthodontic treatment satisfaction according to perceived oral health and OHIP, there was statistically significant difference between respondents who were 'very healthy' and 'not healthy' (p<0.05). The higher the supplementary service satisfaction, the higher the orthodontic treatment satisfaction, and the higher the perceived oral health, the OHIP was found to be the higher. The factors affecting OHIP were found to be significantly associated with orthodontic treatment satisfaction and perceived oral health. The explanatory power was 15.6%. Conclusions: Active and ongoing oral health education should be provided to dental hygienists to ensure that the patient's oral cavity is healthy, and although additional services need to be improved, it is more important to have management strategies for patients to improve orthodontic treatment satisfaction.