Integrated Service Quality Model and Data Mining Technique Methods to Investigate the Patient’S Seeking Behavior in Dental Service

Patient satisfaction with healthcare services recently has received increasing attention. To increase the patient’s loyalty, the service quality should be promoted. However, dental service differs so much from other medical service. The quality of dental service should be investigated separately. In Taiwan, there are so many dental clinics that the market competition is intensively. The National Health Insurance program of Taiwan provides universal and comprehensive health insurance with low copayment for dental service, but excludes cosmetic services such as denture, orthodontics and implants. The dental cosmetic services are highly profitable for a dental service provider. To enhance the performance of dental clinics, managers of the clinics promote the service items of dental cosmetics. Due to the different of patients’ demand, patient-oriented service could improve the patient relationship by clustering the patient. How to build up an excellent model of patient relationship management for dental service sector is important. We therefore propose a 3-year research project to deal with the patient relationship management issue in an intensive competition scenario. We have identifies three research issues: (1) investigation the difference of dental service quality between the level of dental service providers under the hospital gradation system; (2) exploration the relationship between patients’ attributes and their medical seeking behavior; (3) building the model of patient relationship management. These three research issues are new from the academic perspective and their solutions will be valuable from the perspective of enhancing the dental service quality.

Project ID:PB10108-2794
External Project ID:NSC101-2221-E182-046-MY2