• 한국철도학회:학술대회논문집
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• 한국철도학회 2010년도 춘계학술대회 논문집
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• pp.730-738
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• 2010

철도역세권개발사업은 사업운영자나 시행자, 민간사업자 등 주관적 이해관계에 따라 시설의 중요도가 다양할 수 있지만 무엇보다도 고객만족도 측면에서 철도이용자에 대한 관심이 중요하다. 철도역사 내부시설은 호텔, 백화점, 업무시설, 위락, 편의시설 등을 유치하여 이용자 생활공간으로 만들고, 역사내외 연결통로, 철도, 지하철, 버스, 택시, 자전거 등을 연결한 종합 환승터미널, 보행자 동선 등 이용자의 편리성 시설이 매우 중요하다고 할 수 있다. 본 연구에서는 철도역세권 개발사업의 역사이용시설 편리성면에서 중요인자를 AHP기법을 이용하여 상대적 중요도를 분석하여 우선순위를 도출하였다. 철도 이용자와 철도공사 직원의 비교 분석결과를 보면 가장 상위중 요인자인 역사이용시설 중 직원이나, 시설이용자 모두 동일하게 여객시설, 승강시설을 중요순위로 선택하였다, 세 번째 중요수위는 직원은 이동시설을, 고객들은 위생시설을 선택한 것으로 나타났다. 하위중요인자 결과를 살펴보면 직원, 고객 모두 여객시설 중 승강장, 대합실에서는 휴게시설, 승강시설에서는 에스컬레이터, 이동시설에서도 에스컬레이터, 안내시설에서는 점자블록, 부대시설에서는 주차장을 중요하게 선택하였다.

• 한국치위생학회지
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• 제10권2호
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• pp.393-411
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• 2010

Objectives : The purpose of this study was to examine factors related to the satisfaction level of patients with dental services. Methods : The subjects in this study were 200 patients at three different dental clinics in South Gyeongsang Province, on whom a survey was conducted from June 1 to July 31, 2009. The collected data were analyzed, and the findings of the study were as follows. Results : In regard to the general characteristics of the patients investigated, the women(61.5%) out-numbered the men. By age, those who were at the age of 30 and down made up the largest age group(47.0%). By academic background, the greatest group received junior-college education(54.0%). By occupation, the company employees constituted the largest group (50.5%). By income, the greatest group earned an income of 2 to 2.99 million won(75.0%). Second, as to connections between the characteristics of dental treatment and the reason of choosing the dental clinics, the largest group(70.4%) chose the dental clinics by word of mouth or the recommendation of others. Concerning the reason of dissatisfaction, the biggest group(72.7%) was unsatisfied with medical costs. As for the degree of explicit complaint, the greatest group(49.7%) sort of complained about what made them dissatisfied. Regarding the type of treatment, the biggest group(49.0%) received prosthodontic treatment. In relation to fear for dental treatment, the largest group(34.0%) feared receiving the treatment, and the biggest group(42.6%) did that due to the sound of machines. Third, satisfaction with services(0.762) had the closest correlation to overall satisfaction level, followed by satisfaction with employees(0.735), satisfaction with dentists(0.644) and satisfaction with convenient facilities (0.579). Fourth, the factors that affected overall satisfaction level were gender, the reason of choosing the dental clinic, satisfaction with dentists, satisfaction with employees, satisfaction with services and satisfaction with convenient facilities. The patients who were better satisfied with services(p<0.001), who were more contented with dentists(p<0.001), who chose the dental clinics by the recommendation of others(p<0.01), who were male(p<0.05), who were more gratified with employees(p<0.05) and who were more contented with convenient facilities expressed better overall satisfaction. Conclusions : The above-mentioned findings suggested that dental institutions should keep track of the expectations of patients to prepare differentiated strategies for marketing and human-resources development in consideration of their own circumstances to boost the satisfaction level of patients. Specifically, it's required to heighten the satisfaction level of patients with dentists.