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KMID : 0362520140160020099
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Journal of The Korean Academy of Dental Hygiene
2014 Volume.16 No. 2 p.99 ~ p.114
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Satisfaction of Quality of Medical Services and Intention to Reuse in Orthodontic Patients
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Jung Won-Kyung
Lee Hyo-Young
Lee Yong-Hwan
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Abstract
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The attention of medical service quality and patient’s satisfaction have been rising. This study was conducted to provide with baseline data with the purpose of increasing the values of medical services in the orthodontics by analyzing the relationship between quality and values of medical service which orthodontia patients recognize upon visiting the orthodontics, and patients’ satisfaction and intention to reuse. Self-administered questionnaire survey was conducted with 250 female outpatients who visited the orthodontics in Busan metropolitan area from July 2013 to August 2013. The contents of questionnaire were configured with the items assessing the quality of medical services(SERVPERF model which was a tool to measure the quality of services) which patients recognized, the values of medical services, patients’ satisfaction and intention to reuse. For analysis of data, frequency analysis, t-test, ANOVA and multiple linear regression analysis were performed by using SPSS(ver. 20). 1. The level of quality of medical services which patients recognized was 4.38±0.52 points. The values of medical services, patients’ satisfaction and intention to reuse were 4.22±0.62, 4.41± 0.56 and 4.45±0.56 points, respectively. 2. As the result of the regression analysis, factors related to patients’ satisfaction included assurance, tangibility and values of medical services among components of quality of medical services. Factors related to reuse intention included tangibility and values of services among components of the quality in medical services. In order to improve patients’ satisfaction and intention to reuse, it is thought that orthodontics should continue to make efforts to provide patients with the comfortable environment, help them to achieve what they want through medical services and make them feel satisfied with expenses and time that they invested.
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KEYWORD
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Orthodontia patients, Quality of medical services, Patients’ satisfaction, Intention to reuse, Values of medical services
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