The Impact of Dental Health Services Quality Based on the Dimensions of Responsiveness, Empathy and Assurance on Dental Services Patient Satisfaction at National Guard Specialized Polyclinics, Jeddah: A Cross-Sectional Study
Author(s): Hosam Ibraheem Alandanoosi*, Hawazen Z. Bushnaq, Ali Sulaiman Arab, Mohammed Shilwan Al Garni, Seham Mohammed Saeed Alghamdi, Ola Jamal Balkhair, Rasha Ahmed Badahdah, Omar Ahmad Alomem, Raja Fuad Alyamani and Haifa Mohammed Alsharif
Abstract
Objectives: The objective of this research is to analyze the effects of responsiveness, empathy and assurance on patient satisfaction with dental services at the National Guard Specialized Polyclinics in Jeddah. This study seeks to determine the degree to which service quality dimensions affect patient satisfaction and to offer practical recommendations for enhancing dental healthcare services.
Methods: A quantitative cross-sectional design was utilized, employing a structured questionnaire to gather data from 303 patients. Statistical analyses, both descriptive and inferential, were performed, including multiple linear regression, to evaluate the relationships among responsiveness, empathy, assurance and patient satisfaction.
Results: The findings demonstrate that all three dimensions of service quality have a significant effect on patient satisfaction (p<0.001). Assurance demonstrated the greatest impact (β=0.895, p<0.001, R²=0.802), succeeded by empathy (β=0.862, p<0.001, R²=0.743) and responsiveness (β=0.839, p<0.001, R²=0.704). The findings corroborate existing literature, highlighting the essential role of professional competence, compassionate care and effective service delivery in enhancing patient experiences. Patient satisfaction levels were generally high; however, specific areas for improvement were noted, particularly in communication clarity, reduction of waiting times and ongoing professional development.
Conclusion: This study empirically validates the SERVQUAL model in the context of dental healthcare and offers practical recommendations for improving service quality. The findings underscore the significance of patient-centered care in enhancing trust and satisfaction. The findings present a systematic framework for healthcare providers to enhance service delivery and elevate the overall quality of dental services in Saudi Arabia.