Factors Affecting Dental Services Quality in the Private Sector From Patients’ Perspective in Amman-Jordan

Abstract

Introduction: The world has been rapidly evolving with a high pace towards clients’ satisfaction. Service providers strive for clients’ satisfaction as it has become more obvious that this is the key to maintain a growing and successful business

Objectives: The objective of this study is to investigate the relationship between the five dimensions of quality of patients’ satisfaction and the quality of dental services.

Materials & Methods: Several databases were searched for relevant articles and research papers with an objective revolving around the factors affecting client satisfaction from dental services provided at either a certain clinic, group of clinics, or had a population of a whole city. The articles and research papers covered parts of Eastern Asia, the Middle East, South/North America, and Europe.

Multiple regression analysis was performed to study this relationship. The results showed significant relationship between each of the five dimensions of quality with the following weights: Tangibility = 17.7%, Empathy= 17.2%, Responsiveness= 15.6%, Assurance= 14.7% and Reliability= 5.8%. Overall R square = 75.3% adjusted R square is 73.2% with R = 0.868.

Conclusion: The unique aspect of this study, which makes it different from other studies, is that it will not only evaluate the dental service received by patients but will also clearly state how a patient defines a good quality dental service according to their priorities to help in reaching of mutual understanding and definition of a good quality service provider.

The multiple regression models showed significant relationship between the five dimensions of quality and patients’ satisfaction