The importance of the evaluation of expectations and perceptions to improve the dental service quality

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dc.creatorJuliana Rocha Gonçalves
dc.creatorAndres Pinto
dc.creatorMarília Jesus Batista
dc.creatorJanice Simpson de Paula
dc.creatorGláucia Maria Bovi Ambrosano
dc.date.accessioned2025-06-12T15:54:20Z
dc.date.accessioned2025-09-08T23:03:17Z
dc.date.available2025-06-12T15:54:20Z
dc.date.issued2017
dc.description.sponsorshipCNPq - Conselho Nacional de Desenvolvimento Científico e Tecnológico
dc.description.sponsorshipCAPES - Coordenação de Aperfeiçoamento de Pessoal de Nível Superior
dc.identifier.doihttps://doi.org/10.1108/IJHCQA-01-2016-0008
dc.identifier.issn0952-6862
dc.identifier.urihttps://hdl.handle.net/1843/82918
dc.languageeng
dc.publisherUniversidade Federal de Minas Gerais
dc.relation.ispartofInternational Journal of Health Care Quality Assurance
dc.rightsAcesso Restrito
dc.subjectHealth services research
dc.subjectQuality of health care
dc.subjectPatient satisfaction
dc.subjectDental care
dc.subject.otherSatisfaction
dc.subject.otherQuality of health care
dc.subject.otherDental care
dc.titleThe importance of the evaluation of expectations and perceptions to improve the dental service quality
dc.typeArtigo de periódico
local.citation.epage576
local.citation.issue6
local.citation.spage568
local.citation.volume30
local.description.resumoPurpose – The purpose of this paper is to evaluate the use of SERVQUAL to assess service quality in Dentistry, by evaluating patients’ expectations and perceptions of dental care and their association to patients’ sociodemographic data. Design/methodology/approach – The sample constituted of 379 subjects in the first assessment and 155 in the second phase. All employees of the companies that were clients of the dental insurance participated, a total of four companies in two states (São Paulo and Minas Gerais) of Brazil. SERVQUAL questionnaires about expectations and sociodemographic data were dispatched in the first phase, and in a second phase SERVQUAL questionnaires about perceptions. Those who had not yet received dental treatment and had agreed to participate filled out their survey in the first phase. In the second phase, the respondents had to have completed their treatment. Findings – When the value gap is considered, Reliability (as a dimension) had the smallest score (−3.71). This means that it was the worst result, i.e. there is a higher difference between expectations and perceptions, and problems can be identified here. t-test confirmed that all the dimensions had some statistically significant difference with po0.05 in relation to expectations and perceptions. Women presented higher prevalence of dissatisfaction (Tangible and Reliability dimensions), as well as the oldest participants (Empathy dimension) and those with lower parental literacy (Assurance and Empathy dimensions). The only dimension that was not significantly associated was Responsiveness. Originality/value – This research suggests that the patients evaluated the physical characteristics of the premises and the interaction with the staff as the priority issues that need special attention in this service. Moreover, the use of SERVQUAL was extremely relevant for the oral health service, because it assessed the users’ subjective perceptions.
local.publisher.countryBrasil
local.publisher.departmentFAO - DEPARTAMENTO DE ODONTOLOGIA SOCIAL E PREVENTIVA
local.publisher.initialsUFMG
local.url.externahttps://www.emerald.com/insight/content/doi/10.1108/ijhcqa-01-2016-0008/full/html

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