Evaluating The Impact Of Service Quality On Patient Satisfaction In Dental Care Centers

Abstract

Patient satisfaction is widely recognized as a critical indicator of service effectiveness and quality in healthcare systems, particularly in dental care settings where service encounters are highly interactive and emotionally sensitive. This study investigates the effects of service quality dimensions on patient satisfaction in dental care centers using the SERVQUAL framework. Data were collected through a structured questionnaire administered to patients who had recently utilized dental services, and structural equation modeling (SEM) was employed to analyze the relationships among constructs. The results of the measurement model assessment demonstrate strong psychometric properties, with all constructs meeting established criteria for internal consistency reliability, convergent validity, and discriminant validity. Structural model findings reveal that empathy, reliability, assurance, and responsiveness have significant positive effects on patient satisfaction. Among these, empathy emerges as the most influential factor, highlighting the importance of personalized attention, effective communication, and provider care. In contrast, tangibility exhibits a positive but statistically insignificant effect, suggesting that physical facilities play a secondary role compared to human centered and process oriented service attributes. Overall, the model explains 75% of the variance in patient satisfaction, indicating strong explanatory power and offering valuable insights for enhancing patient centered dental care services