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KMID : 1002520190130040095
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Korean Journal of Health Service Management
2019 Volume.13 No. 4 p.95 ~ p.107
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The Effect of Quality of Service and Reputation on Patient Satisfaction and Loyalty by Dental Services -Focusing on the Moderating Effect of Trust in Medical Institutions-
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Son Eun-Gyo
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Abstract
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Objectives: The purpose of this study was to examine the quality and reputation of medical services in hospitals run by Gangwon-do 1,3, and 10 dentists, to investigate the mitigation effects of trust and quality on patient satisfaction and loyalty.
Methods: Of the 600 surveys collected, 578 were used.
Results: Although there were differences in dental services by type of institution, fame influenced patient satisfaction in all three institutions, and patient satisfaction also affected loyalty in all three institutions. The moderating effect of trust was shown to one dentist, and physician trust was shown to have a moderating effect.
Conclusions: The establishment of reputation trust and the practice of dental medical services are important for attracting patients.
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KEYWORD
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Dental Quality of Service, Patient Satisfaction, Reputation, Loyalty
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