Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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A Study on the effect of Dental Service Quality on Satisfaction -Focusing on the Mediation Effect of Perceived Value-

중국 상하이 지역 치과의 서비스품질이 만족도에 미치는 영향에 관한 연구 -지각된 가치의 매개효과를 중심으로-

  • QIANZHEN, SONG (Department of business management, WooSong University) ;
  • Lee, Yoon-koo (School of Corporate Management Corporate Management Major, WooSong University)
  • ;
  • 이윤구 (우송대학교 매니지먼트학부 경영학전공)
  • Received : 2021.06.15
  • Accepted : 2021.07.20
  • Published : 2021.07.28
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Abstract

The purpose of this study is to verify the effect of dental service quality on satisfaction in Shanghai and the mediated effect of perceived value. To this end, we conducted an electronic survey of dental patients in Shanghai, China, and retrieved 345 copies of the effective sample, using SPSS 26.0 for the purpose of the study. To summarize the results: First, all factors of service quality have had a positive impact on satisfaction and perceived value. Second, perceived values have a positive effect on satisfaction. Third, perceived values have been analyzed to have a partial mediated effect in the relationship between service quality and satisfaction, and research on dental users in China and Korea has shown almost similar results. It shows that high-quality dental services are essential to enhancing management capabilities.

수익성을 앞세운 과열 경쟁으로 인한 경영 여건의 악화에도 불구하고 중국의 치과 수는 매년 증대되고 있다. 이에 본 연구는 상하이 지역의 치과 서비스품질이 만족도에 미치는 영향과 지각된 가치의 매개효과를 검증하는 데에 목적을 두고 있다. 이를 위해 중국 상하이 지역 치과 환자를 대상으로 전자 설문을 실시하고 유효표본 345부를 회수하여 연구의 목적에 맞게 SPSS 26.0을 이용하였다. 결과를 요약하면 다음과 같다. 첫째, 서비스품질의 모든 요인은 만족도와 지각된 가치에 긍정적 영향을 주었다. 둘째, 지각된 가치는 만족도에 긍정적인 영향을 미치는 것으로 나타났다. 셋째, 지각된 가치는 서비스품질과 만족도 간의 관계에서 부분 매개효과를 보이는 것으로 분석되었으며, 중국과 한국의 치과 사용자들에 대한 연구는 거의 유사한 결과를 나타내고 있다. 따라서 치과의 고품질 서비스가 경영능력 제고에 필수적이라는 것을 확인할 수 있다.

Keywords

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