의료기관의 서비스 품질이 환자 만족도와 지속적 이용 의도에 미치는 영향 : SERVQUAL 기반 매개 분석

초록

This study aims to empirically examine the effects of perceived medical service quality on patient satisfaction and continuance intention in dental clinics, and to verify the mediating role of patient satisfaction in the relationships among these variables. Based on the SERVQUAL model proposed by Parasuraman et al. (1988), five dimensions—tangibles, reliability, assurance, empathy, and responsiveness—were employed. A survey was conducted among 312 individuals with prior experience using dental services, and the collected data were analyzed using SPSS 27.0 through path analysis and mediation analysis. The results indicate that all dimensions of dental service quality have significant positive effects on both patient satisfaction and continuance intention. Among them, assurance and reliability exhibit relatively stronger effects. In addition, patient satisfaction was found to have a significant positive impact on continuance intention. Furthermore, the mediation analysis reveals that patient satisfaction partially mediates the relationship between dental service quality and continuance intention. These findings suggest that improving the quality of dental medical services plays a crucial role in enhancing patient satisfaction, which in turn strengthens patients’ continuance intention.

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