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KMID : 1011420200250030219
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Journal of Korean Ophthalmic Optics Society
2020 Volume.25 No. 3 p.219 ~ p.225
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Effects of the Communication and Professional Technical Skills of Optometrists on Customer Satisfaction
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Kim Se-Jin
Sim Jeong-Gu
Kim Hyo-Jin
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Abstract
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Purpose: This study aimed to examine the effects of the communication and professional technical skills of optometrists on customer satisfaction.
Methods: A survey was conducted with questionnaires on the communication and technique of optometrists, and customer satisfaction on 209 people who responded to on-line questionnaires for 3 months from September 09, 2019.
Results: Each average score of the communication and technique of optometrists, and customer satisfaction was 3.20, 3.19, and 3.19, respectively. The communication and technique of optometrists had highly positive correlations with customer satisfaction, indicating that the better the former, the better the latter. Among some of the variables of the communication of optometrists, ‘definite responses to questions’ (p=0.00), ‘sincere listening’ (p=0.01), and ‘use of a kind tone and language’ (p=0.00) were found to have effects on the customer satisfaction. Among some of their technical variables, ‘completion of glasses processing’ (p=0.01), ‘active reflection of customer's needs/preference’(p=0.00), ‘use of high-tech analyzers’ (p=0.01), and ‘product completion after purchase’ (p=0.00) were found to have effects on it.
Conclusions: The findings showed that the better the optometrists' communication and professional technical skills, the better the customer satisfaction, and that the former are important factors influencing the latter. This study thus suggests that the development of educational programs and education are required for enhancing the communication skills of optometrists.
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KEYWORD
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Optometrist, Communication, Professional technical, Customer satisfaction
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