치과병⋅의원 내원 고객의 불만족요인과 불만 대응방법에 관한 연구

• Published in: 한국구강보건과학회지 Vol. 5; no. 2; pp. 28 - 34
• Main Authors: 김계표(Gey-Pyo Kim), 정영희(Young-Hee Jeong), 윤영숙(Young-Suk Yoon)
• Format: Journal Article
• Language: Korean
• Published: The Korean Society of Oral Health Science 30.09.2017; 한국구강보건과학회
• Subjects: 치의학; Customers’dissatisfaction factor; Complaints resolution method; Dental clinic
• ISSN: 2288-6079; 2635-6538

The purpose of this study was to investigate factors in dissatisfaction and complaint resolution methods for those who visit dental clinics. The subjects were 20 years old or older and live in Busan. They were selected by a random sampling method and the questionnaire was distributed to the person who accepted it. Statistical analysis was used to calculate frequency and percentage to examine the general characteristics of the subjects. In addition, a Chi-square test was conducted to investigate the factors in dissatisfaction and complaint resolution methods according to gender and age groups. Factors in dissatisfaction were as follows: Men were dissatisfied with the dentist’s tone and attitude whereas women were dissatisfied with the employee’s tone and attitude (p=0.014). Dissatisfaction regarding age, traffic and room temperature were also factors. Age was an issue for those between 20-40, parking space and traffic for those between 40-60, and traffic or no elevator for those aged 60 years old or more (p=0.028). Complaint resolution method by gender and age groups were as follows: Men’s complaints were resolved by delivering a direct message to the dentist whereas women suffered patiently (p=0.001). those aged between 20-40 delivered complaints to doctors, whereas those aged between 40-60 mostly suffered patiently, but not significantly with regard to the age-specific complaint solution method (p=0.234). In order to resolve the dissatisfaction of dental patients, it is necessary to improve the expertise of the entire dental staff, including general skills, education in presentation, thorough sterilization and disinfection, diagnosis and treatment according to the patient’s condition, and how to solve problematic factors through communicating with patients. KCI Citation Count: 1