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Assessing the quality of dental services using SERVQUAL model
Nooredin Dopeykar1, Mohammadkarim Bahadori2, Parisa Mehdizadeh2
1Research Center for Prevention of Oral and Dental Diseases, Baqiyatallah University of Medical Sciences, Tehran, Iran.
Dental Research Journal
|December 12, 2018
Summary
Patient perceptions of dental service quality in Iran significantly lagged behind expectations across all measured dimensions. Empathy showed the largest service quality gap, highlighting areas for critical improvement in patient care.
Area of Science:
- Healthcare Management
- Dental Public Health
- Service Quality Assessment
Background:
- Service quality measurement is crucial for healthcare management and performance assessment.
- Patient satisfaction is a key indicator of quality in healthcare organizations.
- This study focuses on the military Specialized Dental Clinic in Iran.
Purpose of the Study:
- To measure the service quality gap between patient perceptions and expectations.
- To assess five key dimensions of service quality at a military dental clinic.
- To identify specific areas for service improvement based on patient feedback.
Main Methods:
- A cross-sectional, descriptive-analytical study was conducted in 2013.
- Data were collected from 385 patients using a modified SERVQUAL questionnaire.
- Statistical analysis included Mann-Whitney and Kruskal-Wallis tests (P < 0.05).
Main Results:
- Service quality was significantly lower than patient expectations (P < 0.001).
- Significant quality gaps were found across all five dimensions.
- Empathy exhibited the largest quality gap (-1.16), followed by reliability (-0.61).
Conclusions:
- Clinic managers must enhance service quality in all dimensions, particularly responsiveness and empathy.
- Strategic planning and process review are essential to meet patient expectations.
- Prioritizing services based on patient feedback is recommended for improvement.
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