치과 병·의원 이용 환자의 만족도 관련요인

Title
치과 병·의원 이용 환자의 만족도 관련요인
Other Titles
Related factors to satisfaction of patients visiting dental hospital and clinics
Author(s)
이경수김창숙[김창숙]윤영주[윤영주]
Keywords
치과 서비스; 치과 이용도; 환자 만족도; dental services; dental utilization; patient’s satisfaction
Issue Date
201306
Publisher
한국치위생학회
Citation
한국치위생학회지, v.13, no.3, pp.411 - 418
Abstract
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.
URI
http://hdl.handle.net/YU.REPOSITORY/29699http://dx.doi.org/10.13065/jksdh.2013.13.3.411
ISSN
2287-1705
Appears in Collections:
의과대학 > 예방의학교실 > Articles
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