Resumo

MTHETHWA, SR  e  CHABIKULI, NJ. Comparing repeat and first visit patients' satisfaction with service quality at Medunsa Oral Health Centre. S. Afr. dent. j. [online]. 2016, vol.71, n.10, pp.454-459. ISSN 0375-1562.

INTRODUCTION: The SERVQUAL model is commonly used in medical centres to assess patient satisfaction with service quality. AIMS AND OBJECTIVES: This study examines patient satisfaction with their experience at Medunsa Oral Health Centre. Satisfaction rates of first time and repeat patients were determined and compared using SERVQUAL dimensions. Factors associated with patient satisfaction were identified using a multiple variable logistic regression model. DESIGN: This was a comparative cross-sectional descriptive study. METHODS: A pretested routinely used standardised SERVQUAL questionnaire was used to collect data from study participants at Medunsa Oral Health Centre. It consisted of 16 questions which rated mainly positive statements of six dimensions of service quality using a five response categories Likert scale. The categories were strongly agree, agree, unsure, disagree and strongly disagree and the scale was anchored from -2 through to 2. The benchmark score for an overall satisfied patient was 16 out of a total possible score of 32. RESULTS: Two-thirds of both patient groups were satisfied overall. Differences in satisfaction rates for all service quality dimensions were not statistically significant. Access, empathy, reliability, and tangible exerted a significant influence. CONCLUSIONS: Patient satisfaction with service quality was high - no differences were found between study groups.

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