Identifying service quality strengths and weaknesses using SERVQUAL: a study of dental services.
The goal of this study was to examine responses among dental patients to the most recent version of SERVQUAL, and to evaluate that instrument as a tool for measuring satisfaction in a dental practice. Items on the reliability and responsiveness dimensions produced the lowest satisfaction ratings, while improvements in providing services as promised and instilling confidence have the greatest potential for producing higher satisfaction among patients. Finally, using open-ended questions, we identified a number of patient events or experiences which caused either high or low scores on individual SERVQUAL items.
Kaldenberg
D
D
Press, Ganey Associates, South Bend, IN 46628, USA.
Becker
B W
BW
Browne
B A
BA
Browne
W G
WG
D019985:Benchmarking; D003752:Dental Health Services / Q000592:standards*; D006302:Health Services Research; D006801:Humans; D017060:Patient Satisfaction; D019984:Quality Indicators, Health Care; D011795:Surveys and Questionnaires; D014481:United States