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首页> 外文期刊>International journal of health care quality assurance >The importance of the evaluation of expectations and perceptions to improve the dental service quality
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The importance of the evaluation of expectations and perceptions to improve the dental service quality

机译：评估期望和看法对提高牙科服务质量的重要性

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Purpose - 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 (Sao 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 p < 0.05 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.
机译：目的-本文的目的是通过评估患者对牙科护理的期望和看法以及他们与患者社会人口统计学数据的关联性，来评估SERVQUAL在牙科服务中的服务质量评估。设计/方法/方法-样本由第一次评估中的379名受试者和第二阶段中的155名受试者组成。牙科保险客户公司的所有员工都参加了，在第一阶段和第二阶段，分别在巴西的两个州（圣保罗和米纳斯吉拉斯州）向巴西的SERVQUAL问卷调查了有关期望和社会人口统计学数据的四家公司SERVQUAL问卷调查。那些尚未接受牙科治疗并同意参加的人在第一阶段填写了他们的调查表。在第二阶段，受访者必须完成治疗。调查结果-考虑价值差距时，可靠性（作为维度）得分最低（-3.71）。这意味着这是最糟糕的结果，即期望和感知之间的差异更大，可以在此处识别问题。 t检验证实，所有维度在期望和感知方面均具有统计学显着性差异，p <0.05。妇女的不满发生率较高（Tangable and Reliability维度），年龄最大的参与者（Empathy维度）和父母识字率较低的人（Assurance和Empathy维度）。没有显着关联的唯一维度是响应能力。原创性/价值-该研究表明，患者评估场所的物理特征以及与员工的互动是该服务中需要特别注意的优先事项。此外，SERVQUAL的使用与口腔保健服务极为相关，因为它可以评估使用者的主观感受。

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