Effect of Service Quality on Patient Satisfaction In Dental Care Facilities: A Case of Molars Dental Clinic

Abstract

The purpose of this study was to investigate the effect of service quality on patient satisfaction in dental care facilities focusing on Molars Dental clinic. The study was guided by the following research questions: To what extent do tangibles affect patient satisfaction in dental care facilities? How does responsiveness to patient needs affect patient satisfaction in dental care facilities? Is reliability affecting patient satisfaction in dental care facilities? What is the effect of empathic assurance on patient satisfaction in dental care facilities? The study employed descriptive research design with emphasis on the effect of service quality on patient satisfaction in dental care facilities. The target population of the study was 425 patients seeking dental service at Molars Dental clinic in Nairobi Kenya based on the estimate of the number of patients visiting the clinic quarterly. The sample of the study was 206 patients stratified by gender from different parts of the country. The sample frame consisted of a list of patients in terms of their gender. Data was collected using questionnaires and analyzed using the Statistical Package for Social Sciences (SPSS). Correlation coefficient and Linear regression analyses were used to determine the effect of different service quality dimensions on patient satisfaction in dental facilities. The findings were presented using tables and charts. Overall, 204 of the anticipated 206 participants (98%) responded (respondent’s demographics: 121 female patients, 83 male patients, mode age range = 25 to 34 years, mode education level attained college). Most of the patients had sought services at the Clinic for at least between a year and five years. The highest rated service quality dimension was the tangibility dimension while the least rated was reliability dimension. All services dimensions had a moderate but significant correlation with patient satisfaction. Tangibility dimension and responsiveness were the strongest and most significant predictors of patient satisfaction. Empathy and reliability are shown to negatively, but not significantly affect patient satisfaction in dental care facilities In a dental care set-up, patients are likely to be satisfied if the tangibles and the responsive nature of the facility are satisfying and meet their needs. At the state at which they come to the facility, it is highly likely that showing empathy and stressing on being reliable will have little or negative effect on patient satisfaction. From this study, it appears that having the physical infrastructure too and being focused on providing the professional service to address the various dental problems is more important to patients. Given that this study was conducted in one dental clinic, further studies targeting multiple dental providers in different geographies are encouraged. Similarly important issues have been raised from the study and including qualitative data collection targeting dental providers and patients will be helpful in answering these questions. The study concludes that Molars Dental Clinic has up to date equipment and its physical facilities are visually appealing. From the study, it can be concluded that Molar Dental Clinic tells customers exactly when services will be performed and patients receive prompt services from the employees of the clinic. The study concludes that when the clinic promises to do something by a certain time, it does so, and when patients have a problem, the clinic is sympathetic and reassuring making it dependable. The study concludes that Molars Dental Clinic keeps its records accurately. The study recommends dental practitioners to ensure they provide timely service to patients. The study has shown that most of patients were satisfied with the quality of care they received, but are concerned about the time in which they get served. Thus, to ensure overall satisfaction, timely service needs to be provided across the board.