Journal of Korean Academy of Oral Health

The Korean Academy of Preventive Dentistry and Oral Health (대한예방치과·구강보건학회)
권호 표지

The effects of the service quality of the dental hygienist on patients'satisfaction and their intentions to revisit and recommend of dental care services

치과위생사의 의료서비스 질이 내원환자의 만족도에 미치는 영향

Hong, Hyeon-Shil;Choi, Youn-Hee;Ji, Young-Geon;Lee, Sang-Gyu;Kwon, Ho-Jang
홍현실;최연희;지영건;이상규;권호장

  • Published : 20060600
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Abstract

Objectives: The purpose of this study is to examine the effects of the service quality of dental hygienists on patients’satisfaction and their intention to revisit and recommend of dental care services. Methods: The subjects of this study were 337 patients aged over 19, who visited one of seven dental clinics in Seoul and Gyeonggi do. A questionnaire survey was conducted on the quality of medical services, the quality of medical services provided by dental hygienists, patients’satisfaction and their intention to revisit and recommend. Results: Firstly, patients’perception on the quality of medical services provided by dentists and dental hygienists was more positive than their perception on treatment procedure and environmental factors according to the general perception on the quality of dental care services. Secondly, in terms of perception on the quality of medical services provided by dental hygienists according to patients’ demographical characteristics, male patients showed higher satisfaction and stronger intention to dental hygienists’kindness, revisit and recommend than female patients. According to occupation, wage workers showed significantly lower satisfaction and weaker intention to reuse and recommend than students, housewives, self employed persons and others. Thirdly, patients’satisfaction was significantly associated with the factors of the general quality of dental care services, services by dentists, services by dental hygienists, treatment procedure, and internal environment. Finally, the effect of the quality of medical services by dental hygienists on patients’satisfaction in dental hygienists’kindness, expertness and patient management. Patients’intentions to revisit and recommend were significantly affected by dental hygienists’kindness and expertness. Conclusions: These results suggest that, in dental care service, the personnel factor of dental hygienists have significant direct and indirect effects on patients’satisfaction and their intention to revisit and recommend.

Keywords

References

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