Service quality factors and outcomes in dental care

Abstract

The research question developed for this study was: “Which aspects of the delivery of dental care impact most significantly on patients’ perceptions of the service quality of the care received?”. The research methodology used a questionnaire based upon the SERVQUAL instrument. A number of implications are identified that impact significantly upon the service quality perceptions of dental patients. Amongst these are patient fear and anxiety, patients’ appreciation of punctual and convenient service delivery, and the positive advantages of involving patients in the development of treatment plans. Dental practitioners are encouraged to develop strategies within their practices that are designed to build upon the advantages identified within the study.

Citation

Baldwin, A. and Sohal, A. (2003), "Service quality factors and outcomes in dental care", Managing Service Quality: An International Journal, Vol. 13 No. 3, pp. 207-216. https://doi.org/10.1108/09604520310476472