The Evaluation of Dentistry Services according to the SERVQUAL Model in the Dentistry School of Kerman Medical Sciences University

Background: Due to the complexity of health services, evaluating the aspects of quality in the healthcare sector is very important. Measuring the quality of dentistry school services of Kerman Medical Sciences University (KMU) in ۲۰۱۹–۲۰۲۰ is the main  purpose of the present study.  Methods: This cross-sectional and descriptive-analytical study was carried out on ۲۰۰ patients at KMU Dentistry School during  the ۲۰۱۹–۲۰۲۰ academic year. The data collection was done by using the SERVQUAL standardized questionnaire, which evaluates the service quality in six dimensions. The data were analyzed by implementing three non-parametric tests, including the  Wilcoxon signed-rank test, the Kruskal–Wallis test, and the Mann-Whitney test using SPSS ۲۶.  Results: the participants’ perceptions and expectations concerning the six-fold dimensions of service quality in the KMU Dentistry  School indicated significant differences (P < ۰.۰۰۱). In other words, the entire dimensions showed a positive gap, meaning the  perceptions exceeded expectations.  Conclusion: The consequences showed a meaningful relationship between the perceived service quality and the satisfaction of  participants which can be enhanced by paying more attention to the service quality so that participants are satisfied and the motivation to continue using the services of such medical centers increases.

Keywords:

Service Quality , Perceptions , Expectations , SERVQUAL model , Dentistry