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 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 alpha 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. Copyright (C) 2012, Association for Dental Sciences of the Republic of China. Published by Elsevier Taiwan LLC. All rights reserved.