Components of dental clinic patient loyalty as perceived by the dentist

Vargas Perez, Ana Maria and Morales Alonso, Gustavo and González Fernández, María Camino and Mira McWilliams, José Manuel (2015). Components of dental clinic patient loyalty as perceived by the dentist. In: "The 6th Global Innovation and Knowledge Academy (GIKA) Annual Conference", 20 to 23 of March 2016, Valencia, Spain. pp. 1-24.

Description

Title: Components of dental clinic patient loyalty as perceived by the dentist
Author/s:
  • Vargas Perez, Ana Maria
  • Morales Alonso, Gustavo
  • González Fernández, María Camino
  • Mira McWilliams, José Manuel
Item Type: Presentation at Congress or Conference (Article)
Event Title: The 6th Global Innovation and Knowledge Academy (GIKA) Annual Conference
Event Dates: 20 to 23 of March 2016
Event Location: Valencia, Spain
Title of Book: The 6th Global Innovation and Knowledge Academy (GIKA) Annual Conference
Date: 2015
Subjects:
Freetext Keywords: Dentist; Dentist perception, Multivariate analysis, Principal Component Analysis, Loyalty, Loyal patient, Non-loyal patient
Faculty: E.T.S.I. Industriales (UPM)
Department: Ingeniería de Organización, Administración de Empresas y Estadística
Creative Commons Licenses: Recognition - No derivative works - Non commercial

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Abstract

The dental clinic market has been subject to different changes while have led to the development of a new business model for the sector. These changes have been the great increase in the number of dentists, new business models, the demand of new services, churn patients, among others. With the purpose of stopping patient churn, the main objective of this research is to investigate the perception that the dentist has of the behavior of Loyal Patient (LP) and Non-loyal Patient (NLP) in dental clinics. The study analyzes the data obtained from a survey collected among 220 Spanish dentists who were active during 2012. The main findings obtained from the Principal Components Analysis (PCA) are: (i) the dentist perceives that the behavior of the LP is driven by three components: "Same dental clinic and recommendation", "Patient willingness" and "Low sensitivity to prices"; (ii) the dentist perceives that the behavior of the NLP is driven by three components: "High sensitivity to prices", "High churn and few recommendation" and "Less visits". This study allow to understand patient loyalty in dental clinics by a holistic approach, evaluating the dentist's perception; at the same time, it helps in decreasing negative bias in the dentist in order not to condition their professional behavior when a new patient arrives at the clinic.

More information

Item ID: 42813
DC Identifier: http://oa.upm.es/42813/
OAI Identifier: oai:oa.upm.es:42813
Official URL: http://www.gika-academy.com/gika-2016-valencia/
Deposited by: Memoria Investigacion
Deposited on: 13 Jul 2016 16:23
Last Modified: 21 Apr 2017 14:01
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