Assessing Service Quality and Patient Satisfaction at Venice Dental Center, Benghazi: A Demographic Analysis

This study aims to evaluate the service quality of Venice Dental Center, a local dental care facility in Benghazi, Libya, by focusing on patient satisfaction across five dimensions: Tangibles, Responsiveness, Reliability, Empathy, and Assurance. The research also seeks to identify the impact of demographic factors on patient satisfaction. A total of 90 patients participated in the study, selected via social media through Google Forms between February 1 and March 3, 2024. Data analysis was conducted using Microsoft Excel 2016, and Minitab 17, employing appropriate descriptive and inferential statistical techniques. The reliability and validity of the instrument, measured through Cronbach’s alpha, confirmed its appropriateness for assessing the five dimensions of service quality. The findings indicate that patient satisfaction is generally favorable across all dimensions, with average satisfaction scores exceeding three out of five. Additionally, no statistically significant differences were found in patient satisfaction based on gender, age, education level, number of visits, or presence of insurance. These results suggest that while the Venice Dental Center performs adequately in meeting patient expectations, further efforts are needed to enhance specific service quality dimensions to ensure comprehensive patient satisfaction. Keywords: Service Quality, Patient Satisfaction, Dental Care, SERVQUAL, Demographic Factors.