의료기관 인증을 받은 치과병원 환자의 치과 의료서비스 만족도

• Published in: 대한구강보건학회지 Vol. 48; no. 2; pp. 49 - 56
• Main Authors: 정지은, Ji-eun Jung, 최충호, Choong-ho Choi
• Format: Journal Article
• Language: Korean
• Published: 대한예방치과·구강보건학회 30.06.2024
• Subjects: Dental healthcare service satisfaction; Healthcare accreditation; SERVQUAL; 치의학
• ISSN: 1225-388X; 2093-7784
• DOI: 10.11149/jkaoh.2024.48.2.49

Objectives: This study investigated the factors influencing patient satisfaction at healthcare-accredited dental hospital, thereby providing foundational data to enhance the quality of dental healthcare services. Methods: Data were collected through a structured self-administered survey of 200 patients who visited a healthcare-accredited dental hospital in Gwangju metropolitan city from August 1 to August 31, 2023. After excluding seven responses with insincere answers, 193 responses were used for analysis. The survey consisted of 36 questions: 9 on sociodemographic characteristics, 20 on quality of medical services, 4 on awareness of healthcare accreditation, and 3 on overall satisfaction with dental services. Analysis methods included t-tests, one-way ANOVA, Pearson’s correlation analysis, and multiple regression analysis. Results: According to SERVQUAL, factors influencing healthcare service satisfaction were “tangibles” (β=0.318, P<0.05), “reliability” (β=0.236, P<0.001), and “empathy” (β=0.235, P<0.05), in that order. It was observed that satisfaction increased as these three factors improved. Conclusions: To enhance satisfaction with healthcare services at accredited dental hospital, a focus on accurate understanding of visible and tangible factors as well as patient demands is necessary. In addition, increasing the importance of hospital promotional materials is necessary to increase awareness of healthcare accreditation among patients visiting hospitals and create positive perceptions among them.