Service Quality, Patient Satisfaction, and Challenges of Multi-Specialty Dental Clinics in Highly Urbanized Cities in Western Visayas

Abstract

Employing a multi-method design grounded in the SERVQUAL framework, this study evaluated service quality and patient satisfaction in multi-specialty dental clinics within highly urbanized cities in Western Visayas. Analysis of data from 360 respondents, complemented by phenomenological interviews, revealed uniformly high service quality ratings that significantly correlated with patient satisfaction, irrespective of demographics. Key themes emerged regarding the necessity of efficient clinic management, rigorous safety procedures, and regulatory compliance. These findings provide a practical framework for dental administrators to implement continuous improvement plans, suggesting that sustaining excellence requires integrating operational efficiency with strict quality assurance. To broaden these insights, future research should consider longitudinal designs, rural contexts, and the influence of emerging digital technologies on clinical routines.