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Factors affecting dental service quality.
Mohammadkarim Bahadori1, Mehdi Raadabadi, Ramin Ravangard
1Health Management Research Center, Baqiyatallah University of Medical Sciences, Tehran, Iran.
International Journal of Health Care Quality Assurance
|August 5, 2015
Summary
This study found assurance and tangibility significantly impact dental service quality. The Parasuraman and Zeithaml model effectively measures patient satisfaction in dental clinics.
Area of Science:
- Healthcare Management
- Service Quality Research
- Dental Public Health
Background:
- Measuring dental clinic service quality is crucial for enhancing patient care and satisfaction.
- Patient perspectives are vital in understanding and improving service delivery in healthcare settings.
Purpose of the Study:
- To identify key factors influencing dental service quality from the patients' viewpoint.
- To assess the applicability of the Parasuraman and Zeithaml model in evaluating dental service quality.
Main Methods:
- A cross-sectional, descriptive-analytical study involving 385 patients in Tehran.
- Data collected via a self-administered questionnaire based on the Parasuraman and Zeithaml model.
- Analysis using SPSS and Amos, including confirmatory factor analysis.
Main Results:
- All measured dimensions of service quality showed significant correlation coefficients (>0.5).
- Assurance had the highest impact (regression weight=0.99) on dental service quality.
- Tangibility had the lowest impact (regression weight=0.86) among the measured dimensions.
Conclusions:
- The Parasuraman and Zeithaml model is a suitable framework for measuring dental service quality.
- The study provides valuable insights for dental service quality assurance and improvement.
Keywords:
Confirmatory factor analysisDentalIranMeasurementQuality assessmentQuality improvementQuality measuresService qualityMore Related Videos
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