치과의원의 입지와 의료서비스 질이 고객의 재이용의도에 미치는 영향에 관한 연구

A Study on the Effects of Medical Service Quality and Location of Orthodontic clinic on the Customer Satisfaction, Intention to Revisit and Recommendation

The purpose of this study is to explore the effects of medical service quality and location of orthodontic clinic on the customer satisfaction and a subsequent intention to revisit, recommentation based on quantitative analysis. The data were gathered from outpatients who were treated by orthodontic clinic in the dental field. They were asked to assess the medical service quality, ranging from the location, customer satisfaction, intention to revisit, and recommendation. A total of 398 usable questionnaires were used for the survey. These hypothesized relationships concerning many kinds of factors were verified by covariance modeling, using SPSS15.0 and AMOS 7.0 programs. The methods for the study were confirmatory and covariant structural analyses. The results of the study are as follows First, medical service quality had a significant effect on customer satisfaction, Second, location of orthodontic clinic had a significant effect on customer satisfaction. Last, customer satisfaction had a significant effect on the intention to revisit and recommendation to other patients.