The customers' and provider's satisfaction with the booking system of the school dental care service, Hong Kong

Pao Yue-kong Library Electronic Theses Database

The customers' and provider's satisfaction with the booking system of the school dental care service, Hong Kong


Author: Ho, Kit-ping
Title: The customers' and provider's satisfaction with the booking system of the school dental care service, Hong Kong
Degree: M.Sc.
Year: 2000
Subject: Children -- Dental care -- China -- Hong Kong
Reservation systems -- China -- Hong Kong
Consumer satisfaction -- China -- Hong Kong
Job satisfaction -- China -- Hong Kong
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: viii, 72 leaves : ill., 1 map ; 30 cm
Language: English
Abstract: The purpose of this paper was to describe customers' satisfaction and provider's job satisfaction with the booking system of the School Dental Care Service (SDCS). The Chinese translated version of Daves and Ware's Dental Satisfaction Questionnaire was adopted in this study to examine the customers' satisfaction with the SDCS booking system. Both internal customers of dental therapists as well as external customers that included the primary school children, parents and school contact persons were randomly selected for the questionnaire survey. As for measuring the job satisfaction of the service provider, all clerical staffs of school dental clinics were invited to answer the questionnaire developed by Chapko and colleagues. Essential background section was put at the beginning of each questionnaire to tap the required personal information of the respondents. The questionnaire surveys for each group have high response rate of more than 90%. The amount of completed questionnaires from school children, parents, school contact person, dental therapists and clerical staff were 262, 242, 75, 80 and 32 respectively. Data was analysed with the computer software: Statistical Package for Social Science (SPSS 9.0 for Windows). Chi-square tests and ANOVA tests were used to assess the significance of difference in distribution of scores and mean scores respectively between groups. The study found that both the external and internal customers of the SDCS booking system were satisfied with the booking service with respect to the appointment arrangement, appointment convenience and provider's performance, in particular, their politeness. No significant difference on the customers' satisfaction was found among the eight school dental clinics. The clerical staffs generally were satisfied with their job. In fact, the clerical staffs appreciated their work and were aware of and accepted the change. Both the dental therapists and the clerical staff considered the automation of the booking system could improve the service. This favours the technical change on the booking system since resistance from them is less likely. Standardization of the present booking system, enhancement of staff participation and conduction of further studies are recommended for the betterment of the service as a whole.

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