치과 병·의원의 의료서비스에 대한 만족도와 재이용에 미치는 영향 = Satisfaction with medical service in dental clinics and influencial factors on revisit

다국어 초록 (Multilingual Abstract)

Medical environment has recently focused on customers' taste and patients'demand, and been changed in terms of an infinite competition, evaluation of medical service and variety of customers' request. Since quantitative increase of medical institutes causes a decline of hospitals which have no competitability in customer satisfaction, patients- oriented medical services have been paid lots of attention.
Nevertheless, to date, there is few paper reporting the satisfaction of medical service and influential factors on revisit. Therefore, in this work, a survey was conducted 1) to characterize the patients visiting local dentists, allied dentist hospitals and university hospitals, respectively, 2) to investigate the patients' satisfaction with medical services, and 3) to reveal the influential factors on revisits.
The questionnaire consisted of four major parts such as general information, questions for visiting as well as revisiting dentists and satisfaction with dental hospital. Atmosphere of hospital, kindness of staffs, medical plan for treatment, etc. were included in the satisfaction section. Statistical significance was tested using one-way analysis of variance (ANOVA), and simple- and/or multiple-regression were used to analyze the relationship among the factors.
In the section of 'Service satisfaction' and 'Revisit', the capability of dentist was the major factor, and kindness of staffs was the next. Allied dentist hospitals>university hospitals>local dentists and university hospitals>allied dentist hospitals>local dentists were in order of the service satisfaction and revisit, respectively.
In the results of regression, kindness of staffs, explanation of plan for treatment, education of patients and atmosphere of clinics mainly contributed to the service satisfaction and revisit at 0.412 of coefficient of determination (R2), and kindness of staffs was revealed to be the most predominant factor for revisit (0.361 of R2).

목차 (Table of Contents)

• Abstract
• Ⅰ. 서론 = 1
• 1. 의료서비스의 개념 = 2
• 2. 고객만족 = 3
• 3. 의료서비스 만족 = 5
• 4. 재이용 의도 = 9
• 5. 의료서비스 만족과 재이용 의도와의 관계 = 9
• Ⅱ. 본론 = 12
• 1. 연구대상 = 12
• 2. 연구방법 = 12
• 3. 조사도구 = 12
• 4. 결과 및 고찰 = 13
• Ⅴ. 결론 = 33
• 참고문헌 = 34
• 부록 : 설문지 = 37