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KMID : 1020220120120020317
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Journal of Korean Society of Dental Hygiene
2012 Volume.12 No. 2 p.317 ~ p.326
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Factors upon revisit and intention of recommendation for dental care service
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Lee Hyang-Nim
Shim Hyung-Soon
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Abstract
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Objectives: This study aims to examine satisfaction of dental treatment and revisit and intention of recommendation to dental patients and to supply as a basic resource for dental management improvement.
Methods: 645 dental patients to dental hospitals in G City were subjects of this study. 27 dental hospitals were randomly chosen per 5 or 6 in 5 Districts. The intention of the survey was explained to 645 patients and it was agreed to have questionnaire survey. Questionnaire survey was carried out for 2 weeks in April 2011. Total 593 were used for the analysis except for insufficient answer sheets. The analysis was executed by using SPSS 18.0 and the results are as follows.
Results: 1. The highest figures are as follows: female was 53.29% in sex, 20-29 age group was 44.52%, graduates of teachers university were 38.62%, students were 28.50%, monthly family income with 300-399 million won was 31.70%. As to the treatment, dental caries were highest with 46.21% followed by scaling with 40.81%. As to the number of visit, 39.80% were over 5 times, and as to the opportunity to use, 29.34% answered it because it is close to home. 2. As to satisfaction, male was 4.15, over 60years old was 4.58, self-employed was 4.33, friendship with dentist as opportunity to use was 4.37. And as to revisit intention, over 60 years old was 4.60, over postgraduate in education level was 4.60, self-employed was 4.43, over 5 times visit was 4.32, and fame as opportunity to use was 4.39 which were the highest. As to the intention of recommendation to others, female was 4.24, over 60 years old was 4.65, self-employed was 4.36, friendship with dentist as opportunity was 4.43 which were the highest and showed significant differences (p<0.05). 3. As to patient satisfaction, there were strong relevance between revisit intention and intention of recommendation with 0.769 and 0.744 respectively. And, as to revisit intention, it had significant relation with revisit intention with 0.791. 4. The explanatory power of the regression analysis on the factors affecting revisit intention was 61.20%. The revisit intention was high when the satisfaction of dental hospital was high (β=0.767, p<0.001), the number of visit (β=0.026, p<0.01), reason for a visit (β=0.070, p<0.01), education level (β=-0.063, p<0.05) and occupation (β=0.078, p<0.05). 5. The explanatory power of the regression analysis on the factors affecting intention of recommendation was 59.9%. The intention was taken patients satisfaction(β=0.061, p<0.001), dental hygienist`s kindness (β=0.218, p<0.001), female (β=0.079, p<0.05), reason for a visit(β=-0.059, p<0.05), dissatisfaction treat(β=0.084, p<0.05), dentist`s kindness (β=-0.080, p<0.05), age (β=0.054, p<0.05).
Conclusions: To improve revisit rate of patients, the refurbishing hospital facility, treatment and kindness of dental hygienists and satisfaction of treatment must be improved. And it also needs to accept complaint from female patients in a positive manner, and understand and correct complaints actively from the perspective of patients.
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KEYWORD
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dental care service, intention of recommendation, revisit
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