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15(4)2025

Clients’ criteria for dental services selection and assessment of service quality and satisfaction in Cebu, Philippines


Author - Affiliation:
Mary Flor Silvestre Namoca - University of the Visayas, Cebu
James Garcia Esguerra - University of the Visayas, Cebu
Corresponding author: James Garcia Esguerra - jamesesguerra495@gmail.com
Submitted: 04-04-2024
Accepted: 14-08-2024
Published: 18-10-2024

Abstract
This study examines the factors that dental patients consider when selecting dental services and evaluates the service quality of care given. The findings from the investigation show that clients with insurance and those without insurance have significantly different satisfaction levels. Higher satisfaction rates were observed by insured clients, especially regarding clinic amenities and appointment convenience. Word-of-mouth recommendations and convenience are the two main factors affecting the choice of dental care, highlighting the significance of individualized care and flexible scheduling alternatives. Furthermore, the financial analysis highlights the necessity for dental practices to provide a variety of payment choices by demonstrating a wide range of income levels and a significant reliance on insurance to cover dental expenditures. The reasons why patients seek dental care, such as pain management, dental treatment, and routine checkups, were also investigated. The comprehensive evaluation of patient satisfaction took into account both clinical and non-clinical factors, including staff professionalism, treatment justifications, and the general clinic atmosphere. The statistical analysis highlights how important it is to comprehend the demands and preferences of your clients to properly provide specialized dental treatments. From a practical standpoint, these results indicate that dental offices can improve their long-term profitability by lowering obstacles to care, raising standards of care, and promoting patient-centered care. This study adds to the body of knowledge on dental service quality and patient happiness by offering practical advice for enhancing customer satisfaction and strategic decision-making in dental offices.

JEL codes
M10; M29; M31

Keywords
barriers to dental care; Cebu City; clients’ criteria; patient-centered care; Philippines; service assessment

Full Text:
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DOI: https://doi.org/10.46223/HCMCOUJS.econ.en.15.4.3345.2025
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© The Author(s) 2025. This is an open access publication under CC BY NC licence.