Patient satisfaction, willingness to revisit, and implications for dental clinic education: service quality perception in Jeddah, KSA.

BACKGROUND: Saudi Arabia's Vision 2030 places significant emphasis on the health sector, including dental clinics, as a vital contributor to economic growth and the enhancement of quality healthcare services. Patient satisfaction and loyalty, measured through willingness to revisit, serve as key indicators of success in this evolving healthcare landscape. This study evaluates how service quality dimensions influence patient satisfaction and revisit intentions within dental clinics, Aligning with the goals of improving healthcare standards under Vision 2030. METHODS: A primary data was collected using random sampling method among 236 patients visiting dental clinics, with an age range of 10 to 70 years. The SERVQUAL model was employed to evaluate service quality across five dimensions: tangibility, accountability, responsiveness, assurance, and empathy. T-test and regression analysis were used to analyze the influence of these dimensions on patient satisfaction and willingness to revisit. RESULTS: The average scores for tangibility, accountability, responsiveness, assurance, and empathy were 3.95/5, 2.93/5, 3.04/5, 3.55/5, and 3.08/5, respectively. Responsiveness, assurance, and empathy significantly influenced both patient satisfaction and willingness to revisit, while accountability had a negative impact. The regression analysis revealed that 42.8% of the variation in patient satisfaction and 42.9% in willingness to revisit could be explained by the service quality dimensions. Empathy emerged as a crucial factor, positively impacting patient satisfaction and willingness to revisit. CONCLUSION: The study highlights the importance of responsiveness, assurance, and empathy in determining patient satisfaction and loyalty in dental clinics. While tangibility was not a significant factor in patient satisfaction, it influenced the willingness to revisit, suggesting that the physical aspects of the clinic play a role in patient loyalty. The findings underscore the need for dental clinics to focus on improving scheduling systems, providing financial assurances, and enhancing personal care to improve patient experiences. This research contributes to the understanding of service quality in dental clinics and provides insights for enhancing patient satisfaction and loyalty, Aligning with the goals of Vision 2030.