• Journal of Korean society of Dental Hygiene
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• v.17 no.5
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• pp.943-955
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• 2017

Objectives: This study aims to suggest the future direction to improve dental hygienists' competencies to communicate with patients to increase the compliance and dental service satisfaction, based on the analysis of survey data given to patients on dental hygienists' communication patterns with patients. The findings of this research is aimed to serve as the basic data for future researches on related area. Methods: A survey was conducted to ordinary people with experiences of receiving dental treatment in Gwangju and Jeonnam from July 29th 2017 to September 10th 2017. 224 copies of the questionnaire were used for final analysis. Results: The scores of each communication pattern (informative, friendly, and authoritative patterns) of dental hygienists perceived by research subjects were as follows: $3.76{\pm}0.76$, $3.47{\pm}0.62$, and $2.64{\pm}0.70$ respectively. In the effects of communication patterns on the compliance of patients, it was found that the informative communication pattern (${\beta}=0.227$, p=0.008) and friendly communication pattern (${\beta}=0.216$, p=0.012) had positive (+) effects. Conclusions: Thus, the results of this study verified that dental hygienists' communication patterns are important elements affecting patients' compliance and their satisfaction. For the smooth patient-centered bilateral communications, it will be necessary to continuously develop educational programs related to dental hygienists' communication, and also to have continuous researches targeting patient groups for the comparison to meet dental service satisfaction.

• Journal of dental hygiene science
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• v.4 no.2
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• pp.61-73
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• 2004

In this study, I have analyzed domestic dental clinics which had introduced CRM for customer satisfaction management. The purpose of this study is to provide information for designing efficient CRM. I would suggest some strategies to carry out CRM as followed. First, promote long-term relationship with customers. Second, select a target patient group and classify customers. Third, set a systematic database up. Fourth, make various channels to communicate with customers. In addition, the following ways are essential to be successful in implementing CRM. First, strengthen the service provided at the Moment of Truth (MOT). Second, organize learning in hospital and all the staff should be customer-oriented. Third, perform systematic "internal marketing".

• Journal of dental hygiene science
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• v.13 no.1
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• pp.71-76
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• 2013

The purpose of this study was to examine the relationship of service education to the emotional labor of dental hygienists and influential factors for their job burnout. The subjects in this study were 155 dental hygienists, on whom a survey was conducted. The findings of the study were as follows: The respondents who ever received service education and were satisfied with that education were better at emotional regulation. After job burnout was classified into physical symptoms and psychological symptoms, a multiple regression analysis was carried out to explore what variables would affect the two subfactors. And it's found that psychological symptoms were positively affected by emotional dissonance. The above-mentioned findings illustrated that service education had something to do with the emotional labor of the dental hygienists, and that the emotional labor of the dental hygienists had an impact on their job burnout.

• Journal of dental hygiene science
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• v.1 no.1
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• pp.53-59
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• 2001

This study was aimed to survey the level of service education in the people engaging in medical services and identify the influence of the education on their job performance. This study was conducted from February 10th, 2000 to March 10th, 2000, centering on Seoul and Kyonggi area. A total of 341 questionnaires were distributed for the survey. The result ware as followings: (1) In a question about the satisfaction over general medical services such as the location of medical institutions, medical equipments and devices, and the attitudes of medical personnel, the group with service education marked 4.07 while the group with no education earned 3.97, showing statistically significant difference(p<.05). (2) In the area of medical institutions image, level of medical services and promotion, the group with service education showed 4.01 while the group with no education gained 3.83, also showing statistically significant difference(p<.05). (3) No statistically meaningful difference was revealed in the area of satisfaction for over all medical services such as the contentment about the medical services being provided, rooms for improvement and the adequacy of the number of medical personnel. The group with education acquired 3.32, with the group with no education 3.34. (4) Satisfaction about the education and awareness about medical services were high in the group of dental hygienists and showed a statistically meaningful difference. (5) The average number of education recorded 1.83 and satisfaction over service education inside the hospital was low, registering 3.24. (6) Teamwork among the personnel in the hospital was 3.70, which is relatively high. The fulfillment over given tasks posted 3.56 and the recommendation for medical institutions was low, recording 3.24. (7) The necessity of medical service education for medical personnel gained 4.40, indicating heightened awareness over the need for service education.

• Journal of Korean society of Dental Hygiene
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• v.13 no.3
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• pp.411-418
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• 2013

Objectives : The quality of service is considered as the difference between services that customers perceive and expect by using SERVQUAL model and the basic data for the efficiency of management of dental hospital and clinics, the differentiation strategies of dental medical institutions and the improvements on quality of service are provided. Methods : Subjects were 469 patients who visited six dental hospitals and clinics in Daegu-Gyeongbuk regions. Questionnaire consisted of five items such as type, reliability, responsiveness, certainty and empathy properties. Data were analyzed using SPSS 12.0 program in this study. Results : Women had high satisfaction scores of medical services in certainty and empathy properties. 40s and higher had the highest score in the type property. 30s had high score in the certainty property. For expected service satisfaction, 30s had the highest score in dental practitioners and administrative staffs. For reuse of current medical institution and intent for recommendation, certainty property and factor of dentist and dental practitioners had high scores. Additionally, reliability and responsiveness properties were statistically significant. Conclusions : Medical institutions should make every effort to get the dentists or dental practitioners have the medical knowledge at a high level, a kindness for patients and trust from patients.

• Journal of dental hygiene science
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• v.12 no.1
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• pp.15-22
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• 2012

The purpose of this study was to examine the impact of internal marketing on the job satisfaction and turnover intention of dental hygienists. A self-administered survey was conducted on the selected dental hygienists, and the statistical package SPSS 12.0 was employed to analyze the collected data. The findings of the study were as follows: 1. The performance of internal marketing took place more often among the dental hygienists who belonged to the other workplaces. Those who had three to less than five years of experience at their current workplaces were more aware of the importance of education and training. 2. The dental hygienists who were aged between 26 and 35 and who belonged to the other workplaces and who had five to less than 10 years of experience in total expressed the best job satisfaction. And the strongest turnover intention was found among those who had one to less than three years of experience in total or at the current workplaces. 3. As a result of analyzing the correlation of those variables, better performance of internal marketing led to better job satisfaction, and better performance of internal marketing and higher job satisfaction led to less turnover intention. 4. The factors of internal marketing performance that exerted an influence on job satisfaction were communication and welfare benefits, and the variables that affected turnover intention were education/training and the reward system that belonged to the performance of internal marketing.

• Journal of the korean academy of Pediatric Dentistry
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• v.30 no.1
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• pp.92-101
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• 2003

Under this thesis, 235 patients with dental problems treated under general anesthesia at the Pediatric Dentistry Clinic of Yonsei Dental College were surveyed and their age distribution, reasons for taking general anesthesia, duration of anesthesia, duration of dental procedure, dental treatment peformed and complications were analyzed. A questionnaire survey was also conducted to analyze degrees of anxiety and satisfaction among their parents according to the parents' age, educational background and experience of general anesthesia, as well as the patients' age and past dental history. Following are the results. 1. When the patients were treated under general anesthesia, the degree of anxiety of their mothers was higher than that of their fathers. It appeared that the higher the parents' educational background was, the less their anxiety. 2. The higher the parents' educational level was, the higher the degree of satisfaction after treatment under general anesthesia. 95 cases (87.2%) responded that they would accept such treatment again, if needed. From the result, dental treatment under general anesthesia causes anxiety for parent but the parent's satisfaction level was high. And that was the way gives good quality of dental service to unmanagable patients.

• Journal of Korean society of Dental Hygiene
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• v.14 no.5
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• pp.765-773
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• 2014

Objectives : The objective of study is to investigate the relationship between the satisfaction of dental service, value quality, and reuse intention among dental implant patients. Methods : A self-reported questionnaire was filled out by 316 dental implant patients in 4 dental clinics in Daejeon from December, 2013 to March, 2014. Results : The average of dental service satisfaction was 4.14(SD=.562). The average of value satisfaction was 3.88(SD=.648), and that of reuse intention was 3.98(SD=.662). The tangibility was defined as the influence of the quality of medical service on the value satisfaction(t=4.042, p<0.001) and the confidence(t=2.997, p<0.01). The influence of the service value on the intention to reuse was 0.486(t=10.796, p<.001) of path coefficient. Conclusions : The quality of medical service is decided by the value satisfaction and the intention to reuse including the value satisfaction.

• Journal of dental hygiene science
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• v.12 no.3
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• pp.271-277
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• 2012

This study aims to figure out the effects of dental hygienists' professionalism and self-efficacy on job satisfaction using structural equations. This research conducted a survey to 616 study subjects. According to the analysis using SPSSWIN 18.0 and AMOS 20, the results are as follows : 1. It was shown that the dental hygienists' professionalism gained 3.34 points, self-efficacy was 3.76 points, and job satisfaction received 3.36 points. 2. It was found that as their age was higher, educational degree was higher, they were married, and working experience was more, their professionalism, self-efficacy, and job satisfaction were higher, which showed statistically significant difference. 3. Regarding the study model, there was positive effect as the correlation coefficient of professionalism and self efficacy was .69, that of professionalism and job satisfaction was .33, that of self-efficacy and job satisfaction was .59. In other words, there was correlation between professionalism and self-efficacy. When self-efficacy was higher than professionalism, job satisfaction also increased. Job satisfaction is affected by various environments within an organization and each individual's internal factors. The reason why job satisfaction is important is that along with the medical service quality and productivity, it is also associated with dental hygienists' individual life quality. In order to cope with this changeful time, it is needed for an organization to make efforts for change to enhance dental hygienists' job satisfaction, and also it is necessary to make endeavors so that dental hygienists can have confidence in their job and their professionalism and self-efficacy can be improved.

• The Journal of the Korea Contents Association
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• v.11 no.11
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• pp.253-263
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• 2011

The purpose of this study was to investigate the actual profile of dental clinic services used by foreigners who reside in certain regions of Korea. As a result, this study could come to the following conclusion: It was found that most of respondents had never received any dental treatment in Korea, but the largest number of respondents who ever experienced any dental treatment had visited dental clinics in their neighborhood for treatment. Most respondents allowed for public recognition of medical institution among others in terms of criteria about selection of dental care institution. In addition, our respondents not receiving any dental treatment during their residence in Korea primarily because they had 'no sufficient time' to use dental clinics, and secondarily because they had 'a burden of expenses spent in dental care'. Moreover, many respondents were unsatisfied with their use of Korean dental clinics. Based on these findings, it is necessary to further expand dental care services in practical aspect and establish relevant public health policies.