SERVICE QUALITY TOWARDS PATIENTS SATISFACTION OF A DENTAL CLINIC IN TANZA CAVITE; BASIS FOR ENHANCEMENT PLAN

Authors: Ritch M. Banate, Ezekiel S. Armintia, Gabriel S. Armintia, Cristina P Arellano, Pamela Jean B. Legaspi, Aida G. Lucapa & Victor Celdric B. Maquiling

ABSTRACT

The study focused on determining the patients’ satisfaction on the service quality given by the dental clinic. It employed a descriptive research design using a survey questionnaire administered through in-person survey and Google Forms. For this study, the research used the purposive sampling technique to consider 100 patients of the dental clinic. Data were tabulated and analyzed using SPSS. The results revealed that patients are very satisfied with the dental services in terms of reliability, assurance, tangibility, empathy, and responsiveness. Meaning, patients who expressed more satisfaction with dental care showed improved compliance, fewer missed appointments, and reduced discomfort and anxiety. Results also show no significant difference in the profiles of the participants regarding their satisfaction in the service quality except for their sex, age, civil status, monthly income, and frequency of visiting the dental clinic.

Keywords: Patient satisfaction, dental clinic

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