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Assessing Dental Service Quality Using the SERVQUAL Model: A Cross-Sectional Study Among Perspectives of Students,
Fatemeh Sadat Sajadi1, Zahra Salari2, Keyhaneh Ebrahimi3
1Department of Pediatric Dentistry, Social Determinants on Oral Health Research Centre Kerman University of Medical Sciences Kerman Iran.
Background And Aim:
The quality of dental service provision has a special place in dentistry. This study investigated the quality of dental service provision based on the SERVQUAL model from the perspective of professors, students, and nurses at the School of Dentistry of Kerman University of Medical Sciences in 2021-2022.
Methods:
A cross-sectional descriptive-analytical study was conducted among 410 participants, including professors, students, and nurses. Data were collected using the SERVQUAL questionnaire assessing six dimensions of service quality: tangibility, reliability, responsiveness, assurance, empathy, and accessibility.
Results:
The data revealed that there was a significant difference in the perception of professors and students about the quality of dental services in tangibility, reliability, responsiveness, and accessibility, while empathy and assurance were rated similarly. A significant difference was observed between the perceptions of students and nurses about tangibility and responsiveness.
Conclusion:
The professors, students, and nurses in this study had moderately positive attitudes toward the quality of dental service delivery at the Kerman School of Dentistry. The highest score was assigned to service assurance, and the lowest score was assigned to service accessibility.
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