6th International E- conference on Engineering, Technology and Management - ICETM 2021
Author(s) : LOGAN NAYAR, MOHAMMAD AKTARUZZAMAN KHAN
To ensure the growth of a business, service providers should understand and evaluate the importance of service quality and patients satisfaction. Service quality is understood as the extent to which consumers' pre-consumption expectations of quality are confirmed or disconfirmed by their actual perceptions of the service experience. Patient satisfaction could influence a patient's decision to visit a dentist, schedule and maintain visits, and follow dentist's instructions. The main purpose of this study was to describe the relationship between service quality and patients satisfaction on private dental clinics in Klang Valley, Malaysia. The five SERVQUAL dimensions of service quality were used to observe how patients feel about the service quality and how it can influence patient satisfaction. A set of questionnaire was developed according to the SERVQUAL instrument and distributed using the Google Forms platform. The link to the questionnaire was shared to five (5) private dental clinics in Klang Valley, where the clinics then shared the link to their patients. From the analysis carried out using SPSS, it was found out that, service quality did significantly influence patient satisfaction, proved via correlation analysis. The regression analysis showed that three service quality dimensions, tangibles, responsiveness and empathy had a significant positive influence on patient satisfaction. In conclusion, it is recommended that dental service providers should aim to improvise more on the tangible, responsiveness and empathy dimensions to ensure patients are satisfied and to gain loyal patients, allowing for overall growth and expansion of the business.