用扩展的SERVQUAL模型测量牙科服务质量对再访意向的影响
Rayan Sharka1, Lamer Sedayo2, Majd Morad2
1Oral and Maxillofacial Surgery Department, Faculty of Dental Medicine, Umm Al-Qura University, Makkah, Saudi Arabia.
Frontiers in oral health
|April 29, 2024
概括
高质量的牙科服务,特别是员工的互动,成本和响应能力,大大提高了患者的再访意图. 这突出了牙科中心改善患者保留和满意度的关键领域.
科学领域:
- 口腔健康 口腔健康
- 医疗保健管理的管理
- 患者体验 患者体验
背景情况:
- 追求优质的牙科服务可以提高患者对口腔健康治疗的动机.
- 服务质量是患者在牙科护理机构的保留和满意度的一个关键因素.
研究的目的:
- 调查牙科中心服务质量因素对成年患者再访意向的影响.
- 应用扩展服务质量模型 (SERVQUAL) 来了解牙科护理中的患者忠诚度.
主要方法:
- 一项涉及乌姆·阿尔库拉大学牙科教学医院330名成年患者的横截面研究.
- 数据采集使用扩展的SERVQUAL问卷的验证的阿拉伯版本.
- 用于确定服务质量因素对再访意向的影响的等级回归分析.
主要成果:
- 当考虑服务质量因素时,人口统计学变量对重新访问意向的影响是微不足道的.
- 与工作人员相关的因素,成本效益和响应能力显著和积极地影响了患者再次访问的意图.
- 扩展的SERVQUAL模型解释了65.6%的重访意向差异.
结论:
- 介绍了一种独特的模型,用于理解在教育牙科环境中患者的再访意图.
- 确定牙科中心管理的关键服务质量要素,以优先考虑改善患者保留.
相关概念视频
Longitudinal Research
12.0K
Sometimes we want to see how people change over time, as in studies of human development and lifespan. When we test the same group of individuals repeatedly over an extended period of time, we are conducting longitudinal research. Longitudinal research is a research design in which data-gathering is administered repeatedly over an extended period of time. For example, we may survey a group of individuals about their dietary habits at age 20, retest them a decade later at age 30, and then again...
12.0K
Response Surface Methodology
127
Response Surface Methodology (RSM) is a collection of statistical and mathematical techniques used to develop, improve, and optimize processes. It is particularly valuable when many input variables or factors potentially influence a response variable.
The process of RSM involves several key steps:
The process of RSM involves several key steps:
127
The Availability Heuristic
6.0K
A heuristic is a general problem-solving framework (Tversky & Kahneman, 1974). You can think of these as mental shortcuts that are used to solve problems. Different types of heuristics are used in different types of situations, and the impulse to use a heuristic occurs when one of five conditions is met (Pratkanis, 1989):
6.0K
Persuasion Strategies
38.6K
Researchers have tested many persuasion strategies, including the foot-in-the door and the door-in-the-face techniques, in a variety of contexts. Ultimately, the principles are effective in selling products and changing people’s attitude, ideas, and behaviors (Cialdini & Goldstein, 2004).
38.6K
Purpose of Health Records I
1.2K
The vital purpose of health records is to provide a complete and accurate account of a patient's medical history, including communication, diagnostic and therapeutic orders, care planning, research, and quality review.
Here's a breakdown of how health records serve these purposes:
Here's a breakdown of how health records serve these purposes:
1.2K


