Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care
Background/purpose: Dental care service quality has received increasing attention in recent years. Patient satisfaction is extensively used to evaluate healthcare service quality. The aim of this study was to propose a conceptual framework for identifying the key drivers and provide guidance for enh...
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doaj-b2ebe9fab2fa41658d02d5c3cb05684c2020-11-25T01:10:25ZengElsevierJournal of Dental Sciences1991-79022013-09-018323924710.1016/j.jds.2012.10.006Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental careWen-Jen Chang0Yen-Hsiang Chang1Department of Information Management, Chang Gung University, Taoyuan, TaiwanDepartment of General Dentistry, Chang Gung Memorial Hospital, Taoyuan, TaiwanBackground/purpose: Dental care service quality has received increasing attention in recent years. Patient satisfaction is extensively used to evaluate healthcare service quality. The aim of this study was to propose a conceptual framework for identifying the key drivers and provide guidance for enhancing dental care service quality. Materials and methods: The dentistry department of a typical Taiwanese hospital was investigated. In total, 400 adult patients, who subsequently visited the studied hospital for dental treatment, participated in this study. Donabedian's structure-process-outcome model was used to explore the dental care service elements. A Kano-type questionnaire was developed as the survey instrument. Results: The response rate was 76% (303/400). Cronbach's α value to each question was >0.7, implying that the questionnaire was highly reliable. When investigating 30 quality elements, based on Kano's perspective, 12 elements were classified into must-be attributes, which are regarded as key drivers of patient satisfaction; 10 elements were in the attractive attributes category; and the remaining were one-dimensional attributes. Patient responses to most dental service elements ranged from satisfied to very satisfied. Conclusion: Physical characteristics of structural aspects and administration of process aspects are regarded as essential dimensions. Patient satisfaction with the surveyed service elements was positive. Satisfaction with administration-related factors, other than accurate patient records, in the process aspect was at the lowest level, thus there should be opportunities for improvement.http://www.sciencedirect.com/science/article/pii/S199179021200181Xdental servicepatient satisfactionservice quality of dental care |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Wen-Jen Chang Yen-Hsiang Chang |
spellingShingle |
Wen-Jen Chang Yen-Hsiang Chang Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care Journal of Dental Sciences dental service patient satisfaction service quality of dental care |
author_facet |
Wen-Jen Chang Yen-Hsiang Chang |
author_sort |
Wen-Jen Chang |
title |
Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care |
title_short |
Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care |
title_full |
Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care |
title_fullStr |
Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care |
title_full_unstemmed |
Patient satisfaction analysis: Identifying key drivers and enhancing service quality of dental care |
title_sort |
patient satisfaction analysis: identifying key drivers and enhancing service quality of dental care |
publisher |
Elsevier |
series |
Journal of Dental Sciences |
issn |
1991-7902 |
publishDate |
2013-09-01 |
description |
Background/purpose: Dental care service quality has received increasing attention in recent years. Patient satisfaction is extensively used to evaluate healthcare service quality. The aim of this study was to propose a conceptual framework for identifying the key drivers and provide guidance for enhancing dental care service quality.
Materials and methods: The dentistry department of a typical Taiwanese hospital was investigated. In total, 400 adult patients, who subsequently visited the studied hospital for dental treatment, participated in this study. Donabedian's structure-process-outcome model was used to explore the dental care service elements. A Kano-type questionnaire was developed as the survey instrument.
Results: The response rate was 76% (303/400). Cronbach's α value to each question was >0.7, implying that the questionnaire was highly reliable. When investigating 30 quality elements, based on Kano's perspective, 12 elements were classified into must-be attributes, which are regarded as key drivers of patient satisfaction; 10 elements were in the attractive attributes category; and the remaining were one-dimensional attributes. Patient responses to most dental service elements ranged from satisfied to very satisfied.
Conclusion: Physical characteristics of structural aspects and administration of process aspects are regarded as essential dimensions. Patient satisfaction with the surveyed service elements was positive. Satisfaction with administration-related factors, other than accurate patient records, in the process aspect was at the lowest level, thus there should be opportunities for improvement. |
topic |
dental service patient satisfaction service quality of dental care |
url |
http://www.sciencedirect.com/science/article/pii/S199179021200181X |
work_keys_str_mv |
AT wenjenchang patientsatisfactionanalysisidentifyingkeydriversandenhancingservicequalityofdentalcare AT yenhsiangchang patientsatisfactionanalysisidentifyingkeydriversandenhancingservicequalityofdentalcare |
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1725174852643454976 |