J Korean Acad Oral Health.  2016 Jun;40(2):112-117. 10.11149/jkaoh.2016.40.2.112.

Related factors between quality of dental service and Korean net promoter score

  • 1Department of Preventive Dentistry, School of Dentistry, Kyungpook National University, Daegu, Korea. kbsong@knu.ac.kr
  • 2Department of Dental Hygiene, College of Science&Technology, Kyungpook National University, Sangju, Korea.
  • 3Department of Dental Hygiene, Kyungbuk College, Youngju, Korea.


OBJECTIVES: Many people rely on recommendations from family, relatives, and other information sources in order to select the appropriate dental clinic for treatment. The object of this study was to find out the relationship between quality of dental service and Korean Net Promoter Score (KNPS).
A total of 520 patients were selected through consecutive sampling from four dental clinics in Daegu city. Informed consent of all selected patients was obtained. The patients were required to complete a questionnaire that comprised of three categories of queries related to provision of satisfactory dental service, relation quality, and personal data. Sub-categories of questions included physical and environmental factors, human service factors, patients' satisfaction with related quality and KNPS. Data was collected by interviewing all individuals on a personal basis over a period of 3 months. Statistical analysis was performed using studental t-test, ANOVA and multiple regression analysis using the SPSS 20.0 software (IBM Co., Armonk, NY, USA).
Among the various socio-economic factors studied, income was most significantly related to KNPS while satisfaction of relation quality was the largest factor affecting the KNPS. Factors such as satisfactory physical environment, quality of human service, relation quality and income accounted for 52.4% of KNPS. In short, the three major factors that affected KNPS were patient compliance, professionalism of the attending dentist and response of hygienist to patient. Other minor factors influencing KNPS included trust upon the attending dentist, aesthetics of clinicstiinterior, and physical convenience.
It is highly recommended that dental clinics should make strenuous efforts to increase the level of patient compliance, professionalism, and response towards patients, which can be achieved by improving the quality of service and through positive marketing of the hospital.


Dental service; Promoter score; Satisfaction of dental service
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