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Qualitative Analysis of the Customer Satisfaction at the Dental Clinics

  • Yuko KamagaharaEmail author
  • Tomoya Takeda
  • Shanshan Jin
  • Xiaodan Lu
  • Tomoko Ota
  • Tadayuki Hara
  • Noriyuki Kida
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 9745)

Abstract

The way appropriate manner and speaking for customers is one of the important things for the people who are engaged in the service industry. With the maturity of society and the market, besides the quality of products, improvement of the service extended to customers is one of the important factors to increase the company’s turnover and profit. Currently in Japan, due to the upsurge of the dental clinics, the dentistry industry as a whole is suffering from severe and excessive competition. In this study, we focus on the dental clinic management in Japan, where the service quality exerts a great influence to the clinic’s outcome. Two dental clinics in Kanto region and three dental clinics in Kansai region were focused and investigated by questionnaire. 1,108 responses were gathered, out of which 898 valid responses, were selected for the analysis, which including 300 male participants and 598 female participants in total. Three categories were investigated by questionnaire, which were basic information, impression evaluation of customer service at each dental clinic, and overall evaluation. The result was showed that a patient who visited a clinic with a fewer times given a higher evaluation of the customer satisfaction level than others respondents. It also was found that recommendation to others by word of mouth can be affected by reception factor, the overall satisfaction level.

Keywords

Qualitative analysis Customer satisfaction Dental clinics 

Notes

Acknowledgement

I’d like to express my sincere gratitude to all people who support this research and our questionnaire, Dr. Shinji Arai, Clinic Director of Arai Dental Clinic, Dr. Hideaki Sakai, Administrative Director of Medical Corporation Ikuhokai, Dr. Yasuyuki Shundo, Clinic Director of Medical Corporation Shundo Dental Clinic, Dr. Yasuhiro Hayano, Clinic Director of Hayano Dental Clinic, and all the medical staff who were willing to cooperate this research.

References

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    White Paper for Health and Welfare in 1995, regarding Medical, “Quality, Inforamtion, Selection, and Convincing”, the Ministry of Health, Labour and Welfare (1995)Google Scholar
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    White Paper for Information and Communications in Japan, the Outline of the Survey of Doctors, Dental Doctors and Pharmacy Practitioner in (2012)Google Scholar
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    Supply and Demand Problem of Dental Clinics, Background and Opinion, Japan Medical Association, October 2014Google Scholar
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    Kazuko, K.: “Hospitality to ease patients and their families; “Visualization” of the hospitality brought by dental clinics, Karei, Japan Society for Dental Anti-Aging, Number of Issue, 8, 133–136Google Scholar
  5. 5.
    Web site of “D1 Grand Prix Dentist Tournament”, Japan Dental Clinic Competition Association. http://dental-1.jp

Copyright information

© Springer International Publishing Switzerland 2016

Authors and Affiliations

  • Yuko Kamagahara
    • 1
    Email author
  • Tomoya Takeda
    • 2
  • Shanshan Jin
    • 2
  • Xiaodan Lu
    • 2
  • Tomoko Ota
    • 3
  • Tadayuki Hara
    • 4
  • Noriyuki Kida
    • 2
  1. 1.AndsmileChuo-kuJapan
  2. 2.Kyoto Institute of TechnologySakyo-kuJapan
  3. 3.Chuo Business GroupChuo-kuJapan
  4. 4.University of Central FloridaOrlandoUSA

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