치과의료 서비스품질요인과 환자만족도와 추천지수 (NPS)와의 연관성
A Study on Contributing Factors of Patients’ Satisfaction and Net Promoter Score in Dental Clinic Service
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The purpose of this study is as for the relationship between variables affecting dental patients’ satisfaction and NPS (Net Promoter Score), to improve the quality of dental care service and positive marketing of the dental clinic. A total of 287 patients were selected through random sampling from dental clinics in Seoul, Gyeonggi-do city. The data were analyzed by SPSS Statistics 22.0, t-test and one way ANOVA, Pearson correlation and multiple regression analysis. The dental facilities factors, human service factors, dental treatment process factors are related patients’ satisfaction (p<0.001). Service quality value was significantly positively correlated with NPS (r=0.687, p<0.001). The staff’s kindness was the largest factor affecting the patients’ satisfaction (β=.380, p<0.001). The satisfactory service factors was accounted for 70.2% of NPS. Conclusionally, factors affected NPS were staff’s kindness, specialization of the dentist, physical environment, response of dental hygienist to patient, convenience dental care process. Therefore, it is necessary to promote dental facilities, professionalism of dentist and dental hygienist, staff’s kindness, dental treatment process for qualitative dental care service.
Abstract
The purpose of this study is as for the relationship between variables affecting dental patients’ satisfaction and NPS (Net Promoter Score), to improve the quality of dental care service and positive marketing of the dental clinic. A total of 287 patients were selected through random sampling from dental clinics in Seoul, Gyeonggi-do city. The data were analyzed by SPSS Statistics 22.0, t-test and one way ANOVA, Pearson correlation and multiple regression analysis. The dental facilities factors, human service factors, dental treatment process factors are related patients’ satisfaction (p<0.001). Service quality value was significantly positively correlated with NPS (r=0.687, p<0.001). The staff’s kindness was the largest factor affecting the patients’ satisfaction (β=.380, p<0.001). The satisfactory service factors was accounted for 70.2% of NPS. Conclusionally, factors affected NPS were staff’s kindness, specialization of the dentist, physical environment, response of dental hygienist to patient, convenience dental care process. Therefore, it is necessary to promote dental facilities, professionalism of dentist and dental hygienist, staff’s kindness, dental treatment process for qualitative dental care service.
참고문헌 (20)
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