본문 바로가기
KERD
논문KCI 등재

치과 의료서비스 질이 재방문 의사와 치료 만족도에 미치는 영향

Effect of Dental Service Quality on the Intention to Revisit Hospital and Satisfaction with Treatment

0

조회

0

다운로드

0

인용

0

참고문헌

키워드

초록

Objective: This study was aimed to confirm the relevance of treatment satisfaction, dental hygienists’expertise and communication, dental treatment procedures, dental hospital environment and intention to revisit, and identify factors that affect the intention to revisit and satisfaction with dental treatment. Methods: Data were collected from 299 dental patients from May 8-25, 2023. Data were analyzed using IBM SPSS 23.0. The collected data were analyzed using t-test, one-way ANOVA, Pearson’s correlation, and multiple regression. Results: All the variables showed positive correlations. Particularly, dental hygienists’ expertise and communication and treatment satisfaction, and dental hygienists’ communication, treatment satisfaction, and expertise had a high correlation. Dental hygienists’ communication, dental treatment procedures, and the dental environment had a significant impact on the intention to revisit. The variables that significantly affected treatment satisfaction were communication among dental hygienists and the dental environment. Conclusions: Communication among dental hygienists is an important factor in treatment satisfaction and intention to revisit. Efforts are required to improve the quality of dental services and patient satisfaction.

Abstract

Objective: This study was aimed to confirm the relevance of treatment satisfaction, dental hygienists’expertise and communication, dental treatment procedures, dental hospital environment and intention to revisit, and identify factors that affect the intention to revisit and satisfaction with dental treatment. Methods: Data were collected from 299 dental patients from May 8-25, 2023. Data were analyzed using IBM SPSS 23.0. The collected data were analyzed using t-test, one-way ANOVA, Pearson’s correlation, and multiple regression. Results: All the variables showed positive correlations. Particularly, dental hygienists’ expertise and communication and treatment satisfaction, and dental hygienists’ communication, treatment satisfaction, and expertise had a high correlation. Dental hygienists’ communication, dental treatment procedures, and the dental environment had a significant impact on the intention to revisit. The variables that significantly affected treatment satisfaction were communication among dental hygienists and the dental environment. Conclusions: Communication among dental hygienists is an important factor in treatment satisfaction and intention to revisit. Efforts are required to improve the quality of dental services and patient satisfaction.

참고문헌 (36)

  1. Kim MH, "A study on effects of customer orientation factors in relation to medical services on the valuer of the services and customer satisfaction", The Korean Journal of Health Service Management, 2(1), pp.1~27 (2008)
  2. Kotler P, "Marketing management, pearson education", pp.125~ (2006), Pearson
  3. Cho SD, "The measurement of quality of health service at general hospitals and main factors influencing customer satisfaction", doctor, pp.2000
  4. Lee BH, "The association between medical service quality, consumer satisfaction, service value and customer loyalty of dental patients", The Korean Journal of Health Service Management, 8(2), pp.89~100 (2014)[DOI]
  5. Kim HJ, "The effect of medical services quality on customer satisfaction, revisiting intention-focusing on D general hospital-", Review of Industry and Management, 35(2), pp.177~196 (2022)
  6. Ettinger WH, "Consumer-perceived value : the key to a successful business strategy in the healthcare marketplace", J Am Geriatr Soc, 46(1), pp.111~113 (1998)[DOI]
  7. Hong HS, "The effects of the service quality of the dental hygienist on patients’satisfaction and their intentions to revisit and recommend of dental care services", J Korean Acad Oral Health, 30(2), pp.130~140 (2006)
  8. Kim MY, "A study on the gratification of the patient in the dental hospital", J Korean Acad Prosthodont, 46(1), pp.65~82 (2008)
  9. Song KS, "The effect of dental hygienist prosthetic medical service on dental satisfaction and dental loyalty", Journal of the Korea Academia-Industrial cooperation Society, 22(1), pp.713~718 (2021)[DOI]
  10. Park YD, "Factors of the quality of dental care service upon intention to revisit", J Tech Dent, 33(4), pp.441~452 (2011)
  11. "Dental treatment dissatisfaction increased by 31.6%" (2024)[URL]
  12. "A homemade explosive detonated at a dental clinic" (2024)[URL]
  13. Chang CS, "Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters", BMC Health Serv Res, 13(22), pp.1~11 (2013)[DOI]
  14. Lee JY, "Hospital selection factors and satisfaction, intention to revisit and recommend by recognition of specialized hospital : based on joint specialized hospital inpatient", The Korean Journal of Health Service Management, 13(2), pp.39~54 (2019)[DOI]
  15. Choi SH, "A study on the patient's satisfaction at medical service and intention of reuse of hospital", master, pp.2012
  16. Kwon JY, "Relationship of between task performance, job satisfaction, and organizational contribution of dental hygienists", J Dent Hyg Sci, 16(4), pp.302~309 (2016)[DOI]
  17. Kim JY, "Relationship between dental fear and beliefs toward dental personnels among middle school children", J Korean Acad Oral Health, 31(3), pp.407~415 (2007)
  18. Han JH, "The analysis of the factors related with dental hygienists affecting patient satisfaction and loyalty", master, pp.2002
  19. Choi KS, "Structural modeling of quality, satisfaction, value and purchase intention in health care service", doctor, pp.2000
  20. Kang JO, "A study on contributing factors of patients’ satisfaction and net promoter score in dental clinic service", J Korean Acad Adv Gen Dent, 9(1), pp.11~18 (2020)[DOI]
  21. Jang JY, "Dental health services patient satisfaction analysis", Journal of the Korea Academia-Industrial cooperation Society, 14(12), pp.6395~6402 (2013)[DOI]
  22. Jung JE, "Dental service satisfaction at dental hospital certified as healthcare accreditation", J Korean Acad Oral Health, 48(2), pp.49~56 (2024)[DOI]
  23. Kim CS, "Related factors to satisfaction of patients visiting dental hospital and clinics", J Korean Soc Dent Hyg, 13(3), pp.411~418 (2013)[DOI]
  24. Kim SK, "An effect of medical service of the dental hygienist upon patients'satisfaction and the intention of hospital revisit", J Korean Soc Dent Hyg, 12(6), pp.1165~1172 (2012)[DOI]
  25. Yang JA, "Impact of dentists’ attitudes and dental hygienists’ services on dental anxiety", J Dent Hyg Sci, 18(4), pp.227~233 (2018)[DOI]
  26. Smith T, "Evaluation of treatment at a dental fears research clinic", Spec Care Dent, 7(3), pp.130~134 (1987)[DOI]
  27. Gwon AR, "Effect of communication competence on the organizational effectiveness in dental hygienists", J Korean Soc Dent Hyg, 15(6), pp.1009~1017 (2015)[DOI]
  28. Lee HN, "Association of quality of dental care service on the level of patient satisfaction", J Korean Soc Dent Hyg, 11(3), pp.383~393 (2011)
  29. Kim SH, "Typologies of healthcare service failures and recovery strategies", The Korean Journal of Hospital Management, 14(1), pp.99~122 (2009)
  30. Cho SN, "Physicans and the satisfaction with medical services", Korea Journal of Population Studies, 32(4), pp.21~41 (2009)
  31. Park SW, "Factors affecting revisit intention for medical services at dental clinics", PLoS One, 16(5), pp.e0250546~ (2021)[DOI]
  32. Hwang JI, "Patient satisfaction as an outcome indicator", Korean J Adult Nurs, 13(1), pp.29~39 (2001)
  33. Seong JM, "According to the dental hygienists care services of patient satisfaction", J Korean Soc Dent Hyg, 11(5), pp.741~747 (2011)
  34. Kim SY, "The effect of recognition of need and participation intent of motivational interviewing education in dental hygiene students experiencing clinical practice", J Korean Soc Dent Hyg, 16(5), pp.807~814 (2016)[DOI]
  35. Kim MH, "A study on effects of customer orientation factors in relation to medical services on the valuer of the services and customer satisfaction", The Korean Journal of Health Service Management, 2(1), pp.1~27 (2008)
  36. Ji KJ, "A study of the effects upon satisfaction, intention to revisit and perceived value by cerebrovascular disease patients through the quality of medical services", The Korean Journal of Health Service Management, 7(2), pp.53~67 (2013)[DOI]

관련 논문AI추천

이 간행물의 다른 논문 (6건)