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A Study on Marketing for Customer Satisfaction of Dental hospitals and Clinics - Focusing on Expectation and Satisfaction between Dentist and Staff-  

Kim, Yong-Tea (Dept. of Public Administration Kyung Hee University)
Kim, Yang-Kyun (Dept. of Health Service Management Kyung Hee University)
Publication Information
The Journal of the Korean dental association / v.48, no.2, 2010 , pp. 127-139 More about this Journal
Abstract
Objectives : The study explored perceptional gap of dentists and their employees between expectation and satisfaction. Methods : For analysis, the study surveyed 407 employees and 91 dentists on their expectation and satisfaction depending on expectation. Results : When the satisfaction on a question was lower than expectation; the rate of sufficiency was below 100%, it is necessary to improve on the question. Contrarily when the satisfaction on a question was higher than expectation; the rate of sufficiency was upper 100%, it is necessary to continuously support the question. The most of satisfaction of employees on their dentists and their organization were lower than employees's expectation of those. The most of satisfaction of dentists on their own and employees were lower than dentists's expectation of those as similar as employees cases, It means that all of questions need to improve continuously. Conclusions : The issues for prior decision to change these phenomena are 1) improvement of communication each other, 2) recovery of credence each other, and 3) leadership style change from authoritarian to consideration.
Keywords
Expectation; Satisfaction; Marketing; Motivation;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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