Assessing patient’s satisfaction on dental service quality using modified SERVQUAL model

A quality dental service is crucial for ensuring oral health, fulfilling patient desires, satisfying needs, and providing optimal solutions regarding function, aesthetics, and maintenance of oral health. This study offers insight into patient satisfaction with the service quality at the students’ polyclinic, Kulliyyah of Dentistry (KOD), IIUM. This study aims to investigate the satisfaction level of patients with the dental services provided at the students’ polyclinic. This cross-sectional study was conducted at the students’ polyclinic, KOD, using modified SERVQUAL questionnaires. The SERVQUAL model includes five dimensions, which were expanded by four additional dimensions aligned with the Ministry of Health corporate culture. A total of 212 patients were selected using convenience sampling. Data were analyzed using IBM SPSS 28 through the Wilcoxon Signed Rank test. The analysis revealed significant differences across the nine dimensions of service quality among patients. The patients' perceptions of the services provided exceeded their expectations in all nine domains. These positive gaps indicate overall satisfaction with the dental services at the students' polyclinic. In summary, patients at the students’ polyclinic, KOD expressed a higher satisfaction level than expected. This underscores the importance of passionate and dedicated delivery of dental treatments to meet patient expectations. Continuous evaluation and targeted improvements, especially in tangibles and reliability, are essential for sustaining and enhancing patient satisfaction.