Assessment of service quality in special care dentistry department using SERVQUAL model

• Main Authors: Prasanthi Sitaraman, Karpagavalli Shanmugasundaram, Arvind Muthukrishnan
• Format: Article
• Language: English
• Published: Wolters Kluwer Medknow Publications 2020-01-01
• Series: Journal of Indian Academy of Oral Medicine and Radiology
• Subjects: gap analysis; quality assessment; service quality; servqual model; special care dentistry
• Online Access: http://www.jiaomr.in/article.asp?issn=0972-1363;year=2020;volume=32;issue=3;spage=209;epage=215;aulast=Sitaraman

Background: Special care dentistry, also known as special needs dentistry includes treating patients who are physically disabled (congenital, traumatic, and/or physiological), medically compromised (systemic, genetic, and/or acquired), and cognitive deficit (mental, sensory, emotional, and/or behavioral) who experience barriers to preventive and routine dental care. Aim: The purpose of this study was to assess the quality of treatment received by the patients in the special care dentistry department using SERVQUAL model. Setting and Design: This descriptive, cross-sectional study was conducted at the special care dentistry department, Unit of Oral Medicine and Radiology department. Materials and Methods: The study population consisted of 384 patients treated in the Special care dentistry department from December 2017 – December 2019. Each participant's demographic data and reason for referral was recorded. Participant or the participant's caregiver was asked to fill the expectation questionnaire of the SERVQUAL model and required dental treatment was provided. Post treatment, the participant was asked to fill up the perception questionnaire. Each question was assessed using a 5-point Likert scale. Multiple statistical analyses was done to calculate the discrepancy between perception and expectation scores which is denoted by the statistical term “Gap value.” Results: Most patients belonged to the age range of 51–60 years. The commonest reason for referral was being medically compromised. All five domains of the SERVQUAL model showed high expectation, perception scores, and positive gap values. Conclusion: The SERVQUAL model has been validated as an effective service assessment tool. In our study, this SERVQUAL model which was employed in the special care dentistry, Unit of Oral Medicine Department for patients with special needs showed positive expectation and perception scores in all five domains which denotes effective patient care.