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KMID : 0950020050310010045
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Journal of Health Science & Medical Technology
2005 Volume.31 No. 1 p.45 ~ p.53
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An assessment on customer satisfaction index with some dental alloys - Focusing on non-precious alloys
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Kim Ji-Hwan
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Abstract
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The purpose of this study was to assess customer satisfaction about non-precious metal alloys in korean dental technicians. This study was carried out not only to investigate customer satisfaction including factors, such as customer, expectation, product quality, service quality, perceived value, general satisfaction, customer complaint, customer fidelity about non-precious metal alloys in korean dental laboratory technicians but also to evaluate the satisfaction level of quality and service of nonprecious metal alloys and to provide information which need to fabricate a good restorations with dental non-precious metal alloys. A questionnaire was developed to assess customer satisfaction with dental non-precious alloys. A questionnaire was mailed to randomly selected 300 dental laboratory technicians who were owners of dental laboratory. All of the data obtained from 113 persons who filled out the questionnaires were coded and analyzed with statistical program. The results were as follows : Customer satisfaction index(CSI) of R product was 68 and it was higher than CSI of the other products, V product(66) and T product(65). Statistically significant factors by multiple regression analyses were product quality (parameter estimate(PE) = 1.70 R² = 0.6617), Service quality(PE = 1.66 R² = 0.1485), perceived value(PE = 1.26 R² = 0.0353), customer expectation (PE = 0.61 R² = 0.0172). Mean values of some variables, such as service quality(customization 2.94 ± 0.85), general satisfaction(comparison with ideal 2.80±1.07), perceived value(quality given price 2.36±0.80), related to customer satisfaction were lower than the other variables, while mean values of customer complaint was the highest(4.35±1.20). With the above results consideration in mind, customer satisfaction related in dental non-precious alloys was affected by latent variables. Therefore it was suggested that the manufacturers endeavor to improve the customer satisfaction.
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KEYWORD
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customer satisfaction, dental laboratory technician, non-precious alloy
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