J Korean Acad Oral Health.  2024 Jun;48(2):49-56. 10.11149/jkaoh.2024.48.2.49.

Dental service satisfaction at dental hospital certified as healthcare accreditation

• Jung JE
• Choi CH

• KMID: 2556594
• DOI: http://doi.org/10.11149/jkaoh.2024.48.2.49

Abstract

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.

Keyword

Dental healthcare service satisfaction; Healthcare accreditation; SERVQUAL

Reference

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