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KMID : 0950020040300010035
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Journal of Health Science & Medical Technology
2004 Volume.30 No. 1 p.35 ~ p.44
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An assessment on customer satisfaction index with some dental alloys - Focusing on precious alloys -
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Kim Woong-Chul
Oh Sae-Yoon
Kim Ji-Hwan
Lee Se-Hoon
Yu Chin-Ho
Kim Tae-Suk
Hyun Hye-Jung
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Abstract
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A questionnaire tool was newly developed to assess customer satisfaction indexs with dental precious alloys. The questionnaire was mailed to randomly selected 388 dental laboratory technicians who were owners of dental laboratory. All the data obtained from 145 persons who filled out the questionnaire were coded and analyzed with PC/SAS 8.1 program. Qualities of the products and services of some dental precious alloys, presently available in Korean dental market, were assessed for customer satisfaction index. The results were as follows :Customer satisfaction index was highest in W Co.(69), A Co.(69), H Co.(69) and followed by S Co.(63) in descending order. Statistically significant factors by multiple regression analysis affecting the latent variables were customer expectation(R² = 0.6973), service quality (R² = 0.1458), perceived value(R² = 0.0494), and general satisfaction (R² = 0.0203). Mean values of measurement variables related to customer satisfaction were lower most in a rating of performance relative to customer’s ideal product or service quality(2.90 ± 0.96), quality given price(2.92 ± 0.94), and perceived reliability value(2.97 ± 0.99), while that was highest in customer complaints(4.19 ± 1.15). With the above results considerations in mind, customer satisfaction with those dental precious alloys was affected by many proxies. Therefore it was suggested that the manufacturers and distributors endeavor to improve the customer satisfaction barometers through the proper control for the variables affecting them.
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KEYWORD
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customer satisfaction, dental laboratory technician, quality and service of dental precious alloys
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