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KMID : 1011420180230030181
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Journal of Korean Ophthalmic Optics Society
2018 Volume.23 No. 3 p.181 ~ p.190
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Study of Anxiety Factors Experienced by Optometrists during Customer Consultation
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Hong Sung-Il
Kwak Ho-Wen
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Abstract
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Purpose: To survey optometrists operating in Daegu and Gyeongbuk Province on their customer consultation anxiety factors to explore their effects on customer consultation performance and use the findings as base data for relieving anxiety.
Methods: A total of 92 optometrists operating in Daegu and Gyeongbuk Province were surveyed for this study. The questions categorized the factors of customer consultation anxiety into cognitive, knowledge and psychological and were analyzed using SPSS 20.0 (SPSS Inc, USA).
Results: In the category of gender, female optometrists had higher cognitive and psychological anxiety factors; and as for age, optometrists in their 20’s had the highest cognitive (41.34) and psychological (36.74) anxiety factors. As for work experience, those with less than 3 years had higher cognitive (42.09) and psychological (41.48) anxiety factors. There was no difference in the commercial forms of optometry, but optometrists working in ordinary glasses retailers experienced slightly higher anxiety factors. As for frequency of customer consultations, 11 to 15 had the highest anxiety factors; and as for time, consultations over 40 minutes displayed the highest cognitive (39.39) and psychological (38.03) anxiety factors. Overall, cognitive anxiety was the highest, with substantial differences among the fields, and knowledge anxiety was the lowest, with no differences among the fields.
Conclusions: To relieve cognitive, knowledge and psychological factors of anxiety experienced by optometrists during customer consultation, it is important to conceive response measures proper to each factor such as keeping a customer consultation log, consultation training, product information training, and optometrist self-esteem building. It is also important establish training programs for customer consultation.
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KEYWORD
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Optometrist, Customer consultation, Consultation anxiety factors
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