Earticle

초록

영어

The purpose of this study was to examine the influence of the communication styles of dental hygienists on the satisfaction of dental patients in an effort to raise awareness of the importance of the communication of dental hygienists. It's ultimately meant to explore how to ensure efficient communication to boost the satisfaction of patients. The subjects in this study were 254 patients who visited dental institutions located in the metropolitan area. A self-administered survey was conducted from October 30 to December 30, 2012, and the statistical package SPSS WIN 12.0 was employed to analyze the collected data. 1. The largest group of the dental patients perceived that the communication style of the dental hygienists whom they met was information offering, followed by a friendly style and an authoritarian one. 2. As for the correlation between the communication styles of the dental hygienists and the satisfaction of the patients, the information- offering and friendly communication styles of the dental hygienists had a positive correlation to the satisfaction of the patients, and there was a negative correlation between the authoritarian communication style of the dental hygienists and the satisfaction of the patients. 3. The patients who gave more marks to the information-offering and friendly communication styles of the dental hygienists expressed more satisfaction, had a stronger intention of revisit and were more gratified with word of mouth. 4. The patients who were more satisfied with the dental hygienists had a stronger intention to revisit. 5. The patients who were more satisfied with the dental hygienists had a stronger word-of-mouth intention. The above-mentioned findings suggest that the communication styles of the dental hygienists affected the satisfaction of the dental patients. Therefore the importance of the communication of dental hygienists should be publicized in the field of dentistry, and it's required to provide a lot of opportunities for dental hygienists to receive education on efficient communication to raise patient satisfaction.

목차

1. 서론
 2. 연구대상 및 방법
  2.1. 연구대상 및 자료수집방법
  2.2. 연구내용 및 도구
  2.3. 자료분석 방법
  2.4. 연구의 제한점
 3. 연구결과
  3.1. 연구대상자의 일반적 특성
  3.2. 연구대상자가 인식하는 치과위생사의 커뮤니케이션 유형
  3.3. 치과위생사의 커뮤니케이션 유형과 환자 만족도의 상관관계
  3.4. 치과위생사의 커뮤니케이션 유형이 환자만족도에 미치는 영향
  3.5. 치과위생사의 커뮤니케이션 유형에 따른환자 만족도가 치과병·의원 재이용 의사에 미치는 영향
  3.6. 치과위생사의 커뮤니케이션 유형에 따른환자 만족도가 구전에 미치는 영향
 4. 고찰
 5. 결론
 참고문헌
 ABSTRACT

저자

• 이성숙 [ Seong-Sook Lee | 여주대학교 치위생과 ] 교신저자
• 심하나 [ Ha-Na Shim | 여주대학교 치위생과 ]
• 김동애 [ Dong-Ae Kim | 여주대학교 치위생과 ]

참고문헌