题名

滿意度與焦慮感對看牙兒童回診意願影響之探討

并列篇名

Exploring the Effects of Satisfaction and Anxiety on Revisiting Willingness for Children during a Clinical Dental Examination

作者

林金賢(Chin-Shien Lin)；郭如秀(Ju-Hsiu Kuo)；劉香郁(Hsiang-Yu Liu)；尤嘉辰(Jia-Chen Yu)

关键词

服務接觸 ； 焦慮感 ； 滿意度 ； 回診意願 ； 中介效果 ； service encounter ； anxiety ； satisfaction ； revisiting willingness ； mediating effect

期刊名称

行銷評論

卷期/出版年月

11卷4期（2014 / 12 / 01）

页次

391 - 417

内容语文

繁體中文
中文摘要

看牙焦慮除了引發兒童就診時的哭鬧行為將影響醫療品質外，刻意忘記回診時間來逃避回診對兒童的長期牙齒健康也將造成重大影響，因此如何降低焦慮感來提高兒童的看牙回診意願早已是一重要課題。從服務接觸的觀點來看，兒童對牙醫診所醫療服務的滿意度也將影響其回診意願。然而，焦慮感以及滿意度兩者如何影響回診意願在過去的文獻著墨的並不多。本研究針對此一研究缺口，探討焦慮感與滿意度如何影響回診意願。針對台中地區的換牙階段兒童採便利抽樣，共得有效樣本387份。實證結果顯示，焦慮感越高回診意願越低；滿意度越高，回診意願越高。雖然滿意度在焦慮感對回診意願的影響上並沒有調節效果，但卻有顯著的中介效果。換句話說，焦慮感會減低回診意願以及滿意度，牙醫診所還是可以透過增加滿意度來增加回診的意願。此實證結果除了可以填補文獻上對滿意度與焦慮感如何影響回診意願之研究缺口之外，對於牙醫診所有其重要的實務意涵。
英文摘要

In addition to that the in-cooperate behavior, caused by the dental anxiety, would influence medical quality, the on-purpose oblivion of the booked schedule to avoid the clinical dental examination is detrimental to the children's dental health in the long run. Therefore how to reduce the dental anxiety for the children has been an important issue for many years. From the service encounter point of view, satisfaction during the clinical dental examination could also influence the revisiting willingness. However, how satisfaction and anxiety influence revisiting willingness simultaneously has been discussed less before. This research, based on the convenience sampling on the children in Taichung Area, is trying to explore how anxiety and satisfaction affect revisiting willingness simultaneously. With 387 valid responses, the empirical results showed that the more the anxiety, the less the revisiting willingness. The more the satisfaction is, the higher the revisiting willingness. Though satisfaction did not play the moderating role on the relationship between anxiety and revisiting willingness, it played the mediating role significantly. In other words, anxiety would reduce the revisiting willingness and satisfaction, but still the revisiting willingness could be enhanced through the increase of satisfaction. The empirical results have important practical significance in addition to filling up the gap in the literature about how satisfaction and anxiety affect revisiting willingness simultaneously.
主题分类 社會科學 > 經濟學
社會科學 > 管理學
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