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KMID : 1023420130130030246
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Journal of Dental Hygiene Science
2013 Volume.13 No. 3 p.246 ~ p.253
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The Effect of Dental Service Quality on Service Value, Consumer Satisfaction and Consumer Royalty
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Jeon Eun-Suk
Choi Yu-Jin
Hwang Su-Hyun
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Abstract
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The present study was carried out to evaluate the impacts of the qualities of dental medical services on service value, consumer satisfaction and consumer loyalty for 221 patients who visited 17 dental hospitals or clinics located in Busan and Ulsan using questionnaires and obtained the following conclusion. By gender, males had higher perceptions of para-language than females did in the qualities of the dental medical services,and by the level of education, college students and university graduates had higher perceptions of body language and physical appearance. Scores of service value, consumer satisfaction and customer loyalty were higher in males, college students and university graduates, and married patients,but those were not statistically significant. It turned out that the qualities of the dental medical services were correlated with service value, consumer satisfaction and consumer loyalty. As the perception of para-linguistic and verbal communication in the qualities of the medical services increased,service value increased; as the perception of verbal communication and physical appearance increased, consumer satisfaction increased; and as the perception of verbal communication, physical appearance and body language increased, consumer loyalty increased. To sum up the above findings, the qualities of dental medical services influence service value, consumer satisfaction and consumer loyalty, so in the future, it will be necessary to study quality dental medical services with which patients are satisfied.
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KEYWORD
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Consumer royalty, Consumer satisfaction, Service value, Verbal communication
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