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KMID : 1023420100100010055
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Journal of Dental Hygiene Science
2010 Volume.10 No. 1 p.55 ~ p.61
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Service Quality of Dental Institutes Measured by SERVQUAL Model and Intention to Re-visit
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Jeon Mee-Jin
Noh Eun-Kyung
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Abstract
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The main purpose of this study was to identify the service quality of some dental clinics located in Gwangju and find an association between service quality and patient’s intention to re-visit the same dental clinic. The search objects were 197 patients from five dental clinics, and data collected by self-administered questionnaire which was composed general characteristics, characteristics relating to visit of clinics, quality of service, patients satisfaction and intentions to re-visit. The used statistical analysis to find the association between quality of service and intention to re-visit was multiple regression analysis. This study looked at relations between quality of dental service, service satisfaction and intentions to visit again, and found that quality of service including six service areas had a statistically significant positive correlations with satisfaction and intentions of re-visit. When this study conducted a multiple regression analysis to identify variables that influence intentions of re-visit, it found that patients revisited the dental clinic only when quality of service was included. In conclusion, quality of service evaluated by patients influenced on their intention of re-visit and especially. Therefore, this study concludes that improvement in satisfaction and intentions of re-visit relies on Accessibility, that is, providing of medical information, consultant telephone, how delivery the dental medical system is. Service quality of dental institutes measured by SERVQUAL model and intention to re-visit
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KEYWORD
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Dental, intention, re-visit, quality, Service, SERVQUAL
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