Components of dental clinic patient loyalty as perceived by the dentist

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

Descripción

Título: Components of dental clinic patient loyalty as perceived by the dentist
Autor/es:
  • Vargas Perez, Ana Maria
  • Morales Alonso, Gustavo
  • González Fernández, Camino
  • Mira McWilliams, José Manuel
Tipo de Documento: Ponencia en Congreso o Jornada (Artículo)
Título del Evento: The 6th Global Innovation and Knowledge Academy (GIKA) Annual Conference
Fechas del Evento: 20 to 23 of March 2016
Lugar del Evento: Valencia, Spain
Título del Libro: The 6th Global Innovation and Knowledge Academy (GIKA) Annual Conference
Fecha: 2015
Materias:
Palabras Clave Informales: Dentist; Dentist perception, Multivariate analysis, Principal Component Analysis, Loyalty, Loyal patient, Non-loyal patient
Escuela: E.T.S.I. Industriales (UPM)
Departamento: Ingeniería de Organización, Administración de Empresas y Estadística
Licencias Creative Commons: Reconocimiento - Sin obra derivada - No comercial

Texto completo

[img]
Vista Previa
Pdf - Se necesita un visor de ficheros PDF, como GSview, Xpdf o Adobe Acrobat Reader
Descargar (252kB) | Vista Previa

Resumen

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.

Más información

ID de Registro: 42813
Identificador DC: http://oa.upm.es/42813/
Identificador OAI: oai:oa.upm.es:42813
URL Oficial: http://www.gika-academy.com/gika-2016-valencia/
Depositado por: Memoria Investigacion
Depositado el: 13 Jul 2016 16:23
Ultima Modificación: 21 Feb 2017 17:14
  • Open Access
  • Open Access
  • Sherpa-Romeo
    Compruebe si la revista anglosajona en la que ha publicado un artículo permite también su publicación en abierto.
  • Dulcinea
    Compruebe si la revista española en la que ha publicado un artículo permite también su publicación en abierto.
  • Recolecta
  • e-ciencia
  • Observatorio I+D+i UPM
  • OpenCourseWare UPM