Patient Satisfaction and Loyalty: Key Drivers of Positive Word-of-Mouth in Dental Primary Care Within Jeddah First Health Cluster, Saudi Arabia

This study evaluates patient satisfaction with dental services provided in public primary care clinics within the Jeddah First Health Cluster, Saudi Arabia. A cross-sectional survey was conducted in the second half of 2024 across 7 public dental clinics in Jeddah First Health Cluster, Saudi Arabia. A structured, validated questionnaire assessed satisfaction across key service domains. Convenience sampling was used. A total of 421 patients (aged ≥ 12) participated. Ethical approval was granted, and informed consent was obtained verbally. A total of 421 patients participated, with the majority reporting high overall satisfaction (M = 4.51, SD = 0.45). Loyalty indicators were notably strong: intention to return (M = 4.69, SD = 0.51) and willingness to recommend the clinic (M = 4.54, SD = 0.54). Regression analysis identified meeting patient expectations (β = 0.65, P < .001) and technical proficiency (β = 0.28, P < .001) as the strongest predictors of satisfaction. Spearman correlation showed significant associations with examination thoroughness and alignment with expectations. The model explained 42% of satisfaction variance, F(5, 415) = 60.84, P < .001. This study found high patient satisfaction with public dental services, primarily driven by meeting patient expectations and the dental team's technical proficiency. These factors were strongly linked to intentions to return and recommend the clinic, indicating patient loyalty.