Discussion on Dental Service Quality and Patient Loyalty

• Main Authors: Hsiao-Ching Huang, 黃筱晴
• Other Authors: Ying-Chun Li
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/qv64x4

碩士 === 國立中山大學 === 企業管理學系研究所 === 106 === Competition among hospital and clinics have become increasingly fierce since the National Health Insurance program was established in 1995, patients tend to pay attention to not only the medical skills of doctors but also other latent factors such as the overall service quality and environment & facilities during the medical procedure. Most of patients establish good reputation of the hospital or clinic and strongly recommend it to others when they were satisfied with it. Accordingly, medical services quality satisfaction was highly correlated with customer loyalty. The purpose of this study was to explore the factors involved in medical services quality and customer loyalty to offer hospitals and clinics to develop the direction for evaluating the medical service quality and education and training. A convenience sampling was recruited to issue and take back the questionnaire to the dental out-patients via network communication software. The study distributed 786 questionnaires and 765 valid questionnaires were returned with 97.33% of returned rate after removing those 21 invalid questionnaires. The major findings of this study were described as follows: four factors had a significant positive influence on patients’ loyalty including “medical personnel can offer the highly skilled profession services,” “patients feel secure about this clinic/hospital,” “patients have confidence in the professional medical personnel,” and “medical personnel always seek various medical opinions for the most suitable treatment for patients.” Hospitals and clinics were suggested to conduct the education and training employee according to the said four factors to further enhance patients’ loyalty toward the said healthcare institution to promote sustainable management of hospitals and clinics.