Measuring service quality of public dental health care facilities in Kelantan, Malaysia

John, J. and Yatim, F.M. and Mani, S.A. (2011) Measuring service quality of public dental health care facilities in Kelantan, Malaysia. Asia Pacific Journal of Public Health, 23 (5). pp. 742-753. ISSN 1010-5395


Download (28kB)
[img] PDF
Restricted to Registered users only

Download (253kB) | Request a copy


This study investigates patients' expectations and perceptions of service quality in public dental health care and measures their "satisfaction gap." This descriptive study involved 481 dental outpatients in Kelantan, Malaysia. A modified SERVQUAL 20-item instrument was used to assess patients' expectations before and perceptions after receiving dental treatment. The "satisfaction gap" was then measured. Results showed that patients visiting for management of dental pain were more satisfied (P = .007) than those visiting with appointment. The most significant service quality dimensions were related to responsiveness, assurance, and empathy of the dental health care providers. There was a significant difference between the patients' expectations and their perceptions of service provided (P < .01) with regard to all dimensions. In conclusion, dental service providers should give emphasis to the compassionate and emotional aspects of care and to remember that they are integral components of quality service.

Item Type: Article
Additional Information: ISI Document Delivery No.: 837WK Times Cited: 1 Cited Reference Count: 32 Cited References: Al-Mudaf BA, 2003, MED PRIN PRACT, V12, P39, DOI 10.1159/000068160 ANDERSON LA, 1993, PATIENT EDUC COUNS, V20, P27, DOI 10.1016/0738-3991(93)90114-C BABAKUS E, 1992, HEALTH SERV RES, V26, P767 BALDWIN A, 2003, MANAG SERV QUAL, V13, P207, DOI 10.1108/09604520310476472 Bankauskaite V, 2003, INT J QUAL HEALTH C, V15, P23, DOI 10.1093/intqhc/15.1.23 CARMAN JM, 1990, J RETAILING, V66, P33 Clow K E, 1995, J Health Care Mark, V15, P23 Donabedian A., 1982, EXPLORATIONS QUALITY, VII Esa R, 2006, COMMUNITY DENT HLTH, V23, P15 Gopalakrishna P, 1993, J Health Care Mark, V13, P16 GRONROOS C, 1984, EUR J MARKETING, V18, P36, DOI 10.1108/EUM0000000004784 HAIR JF, 1998, MULTIVARIATE DATA AN HALL JA, 1990, SOC SCI MED, V30, P811, DOI 10.1016/0277-9536(90)90205-7 Hart M, 1996, J ADV NURS, V24, P1234, DOI 10.1111/j.1365-2648.1996.tb01030.x Karydis A, 2001, INT J QUAL HEALTH C, V13, P409, DOI 10.1093/intqhc/13.5.409 Lahti S, 1996, COMMUNITY DENT ORAL, V24, P240, DOI 10.1111/j.1600-0528.1996.tb00852.x Lim P C, 2000, Int J Health Care Qual Assur Inc Leadersh Health Serv, V13, P290, DOI 10.1108/09526860010378735 Ngo-Metzger Q, 2004, J GEN INTERN MED, V19, P111, DOI 10.1111/j.1525-1497.2004.30143.x Palihawadana Dayananda, 2004, Health Serv Manage Res, V17, P229, DOI 10.1258/0951484042317750 PARASURAMAN A, 1988, J RETAILING, V64, P12 Perneger TV, 2004, INT J QUAL HEALTH C, V16, P433, DOI 10.1093/intqhc/mzh090 Pinidiyapathirage MJ, 2007, ASIA-PAC J PUBLIC HE, V19, P38 Robinson JC, 2005, HEALTH AFFAIR, V24, P1478, DOI 10.1377/hlthaff.24.6.1478 ROSLAN MG, 2002, PATIENT SATISFACTION SEONG TK, 2003, PERANAKAN CHINESE KE Sitzia J, 1999, INT J QUAL HEALTH C, V11, P319, DOI 10.1093/intqhc/11.4.319 Streiner DL, 2003, J PERS ASSESS, V80, P99, DOI 10.1207/S15327752JPA8001₁₈ van der Velden T, 2002, Asia Pac J Public Health, V14, P69 White J G, 2001, SADJ, V56, P203 Young GJ, 2000, MED CARE, V38, P325, DOI 10.1097/00005650-200003000-00009 ZEITHAML VA, 1988, J MARKETING, V52, P35, DOI 10.2307/1251263 *OR HLTH DIV, 2005, OR HEALTHC MAL John, Jacob Yatim, Fekriah Mohd Mani, Shani Ann Oral Health Division, Ministry of Health, Malaysia The authors disclosed that this study was part of a national survey funded by the Oral Health Division, Ministry of Health, Malaysia. Sage publications inc Thousand oaks
Uncontrolled Keywords: Patient satisfaction SERVQUAL oral health care expectation perception quality of life patient satisfaction consumer perceptions medical-care expectations scale
Subjects: R Medicine > RK Dentistry
Divisions: Faculty of Dentistry
Depositing User: Ms Nursyafiqah Abd Malek
Date Deposited: 07 Nov 2012 02:47
Last Modified: 26 Aug 2019 07:46

Actions (login required)

View Item View Item


Downloads per month over past year