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Factors affecting revisit intention for medical services at dental clinics

Recent changes in the medical paradigm highlight the importance of patient-centered communication. However, because of the lack of awareness of dental clinics and competency of medical personnel, the quality of medical services in terms of the communication between doctors and patients has not impro...

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Autores principales: Park, Sewon, Kim, Han-Kyoul, Choi, Mankyu, Lee, Munjae
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Public Library of Science 2021
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8096099/
https://www.ncbi.nlm.nih.gov/pubmed/33945558
http://dx.doi.org/10.1371/journal.pone.0250546
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author Park, Sewon
Kim, Han-Kyoul
Choi, Mankyu
Lee, Munjae
author_facet Park, Sewon
Kim, Han-Kyoul
Choi, Mankyu
Lee, Munjae
author_sort Park, Sewon
collection PubMed
description Recent changes in the medical paradigm highlight the importance of patient-centered communication. However, because of the lack of awareness of dental clinics and competency of medical personnel, the quality of medical services in terms of the communication between doctors and patients has not improved. This study analyzed the impact of health communication and medical service quality, service value, and patient satisfaction on the intention to revisit dental clinics. The study participants were outpatients treated at 10 dental clinics in Seoul. The research data were collected using a questionnaire during visits to these dental clinics from December 1 to December 30, 2016. A total of 600 questionnaires were distributed (60 copies to each clinics) and 570 valid questionnaires were used for the analysis. The influence of the factors was determined using structural equation modeling. The factors influencing service value were reliability (β = 0.364, p < 0.001), expertise (β = 0.319, p < 0.001), communication by doctors (β = 0.224, p < 0.001), and tangibility (β = 0.136, p < 0.05). In addition, the factors influencing patient satisfaction were reliability (β = 0.258, p < 0.001), tangibility (β = 0.192, p < 0.001), communication by doctors (β = 0.163, p < 0.001), and expertise (β = 0.122, p < 0.01). Further, service value (β = 0.438, p < 0.001) raised patient satisfaction, which was found to influence the intention to revisit dental clinics (β = 0.383, p < 0.001). Providing accurate medical services to inpatients based on smooth communication between doctors and patients improves patient satisfaction. In addition, doctors can build long-term relations with patients by increasing patients’ intention to revisit through patient-oriented communication.
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spelling pubmed-80960992021-05-17 Factors affecting revisit intention for medical services at dental clinics Park, Sewon Kim, Han-Kyoul Choi, Mankyu Lee, Munjae PLoS One Research Article Recent changes in the medical paradigm highlight the importance of patient-centered communication. However, because of the lack of awareness of dental clinics and competency of medical personnel, the quality of medical services in terms of the communication between doctors and patients has not improved. This study analyzed the impact of health communication and medical service quality, service value, and patient satisfaction on the intention to revisit dental clinics. The study participants were outpatients treated at 10 dental clinics in Seoul. The research data were collected using a questionnaire during visits to these dental clinics from December 1 to December 30, 2016. A total of 600 questionnaires were distributed (60 copies to each clinics) and 570 valid questionnaires were used for the analysis. The influence of the factors was determined using structural equation modeling. The factors influencing service value were reliability (β = 0.364, p < 0.001), expertise (β = 0.319, p < 0.001), communication by doctors (β = 0.224, p < 0.001), and tangibility (β = 0.136, p < 0.05). In addition, the factors influencing patient satisfaction were reliability (β = 0.258, p < 0.001), tangibility (β = 0.192, p < 0.001), communication by doctors (β = 0.163, p < 0.001), and expertise (β = 0.122, p < 0.01). Further, service value (β = 0.438, p < 0.001) raised patient satisfaction, which was found to influence the intention to revisit dental clinics (β = 0.383, p < 0.001). Providing accurate medical services to inpatients based on smooth communication between doctors and patients improves patient satisfaction. In addition, doctors can build long-term relations with patients by increasing patients’ intention to revisit through patient-oriented communication. Public Library of Science 2021-05-04 /pmc/articles/PMC8096099/ /pubmed/33945558 http://dx.doi.org/10.1371/journal.pone.0250546 Text en © 2021 Park et al https://creativecommons.org/licenses/by/4.0/This is an open access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
spellingShingle Research Article
Park, Sewon
Kim, Han-Kyoul
Choi, Mankyu
Lee, Munjae
Factors affecting revisit intention for medical services at dental clinics
title Factors affecting revisit intention for medical services at dental clinics
title_full Factors affecting revisit intention for medical services at dental clinics
title_fullStr Factors affecting revisit intention for medical services at dental clinics
title_full_unstemmed Factors affecting revisit intention for medical services at dental clinics
title_short Factors affecting revisit intention for medical services at dental clinics
title_sort factors affecting revisit intention for medical services at dental clinics
topic Research Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8096099/
https://www.ncbi.nlm.nih.gov/pubmed/33945558
http://dx.doi.org/10.1371/journal.pone.0250546
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