Factors affecting revisit intention for medical services at dental clinics

被引：13

作者：

Park, Sewon ^{[1
]}

Kim, Han-Kyoul ^{[2
,3
]}

Choi, Mankyu ^{[4
,5
]}

Lee, Munjae ^{[6
,7
]}

机构：

[1] Sungkyunkwan Univ, Dept Med Device Management & Res, SAIHST, Seoul, South Korea

[2] Seoul Natl Univ Hosp, Dept Rehabil Med, Seoul, South Korea

[3] Natl Traff Injury Rehabil Hosp, Natl Traff Injury Rehabil Res Inst, Yang Pyeong, South Korea

[4] Korea Univ, R&E Ctr Learning Hlth Syst BK21 4, Seoul, South Korea

[5] Korea Univ, Dept Hlth Policy & Management, Coll Hlth Sci, Seoul, South Korea

[6] Ajou Univ, Dept Med Humanities & Social Med, Sch Med, Suwon, South Korea

[7] Ajou Univ, Ajou Res Inst Innovat Med, Med Res Collaborating Ctr, Med Ctr, Suwon, South Korea

来源：

PLOS ONE | 2021年 / 16卷 / 05期

基金：

新加坡国家研究基金会;

关键词：

PATIENT SATISFACTION; QUALITY; CARE; DETERMINANTS; PERCEPTIONS; LOYALTY;

D O I：

10.1371/journal.pone.0250546

中图分类号：

O [数理科学和化学]; P [天文学、地球科学]; Q [生物科学]; N [自然科学总论];

学科分类号：

07 ; 0710 ; 09 ;

摘要：

Recent changes in the medical paradigm highlight the importance of patient-centered communication. However, because of the lack of awareness of dental clinics and competency of medical personnel, the quality of medical services in terms of the communication between doctors and patients has not improved. This study analyzed the impact of health communication and medical service quality, service value, and patient satisfaction on the intention to revisit dental clinics. The study participants were outpatients treated at 10 dental clinics in Seoul. The research data were collected using a questionnaire during visits to these dental clinics from December 1 to December 30, 2016. A total of 600 questionnaires were distributed (60 copies to each clinics) and 570 valid questionnaires were used for the analysis. The influence of the factors was determined using structural equation modeling. The factors influencing service value were reliability (beta = 0.364, p < 0.001), expertise (<beta> = 0.319, p < 0.001), communication by doctors (<beta> = 0.224, p < 0.001), and tangibility (<beta> = 0.136, p < 0.05). In addition, the factors influencing patient satisfaction were reliability (<beta> = 0.258, p < 0.001), tangibility (<beta> = 0.192, p < 0.001), communication by doctors (<beta> = 0.163, p < 0.001), and expertise (<beta> = 0.122, p < 0.01). Further, service value (<beta> = 0.438, p < 0.001) raised patient satisfaction, which was found to influence the intention to revisit dental clinics (<beta> = 0.383, p < 0.001). Providing accurate medical services to inpatients based on smooth communication between doctors and patients improves patient satisfaction. In addition, doctors can build long-term relations with patients by increasing patients' intention to revisit through patient-oriented communication.

引用

页数：15