International Journal of Trend in Scientific Research and Development (IJTSRD), 5 (5): 832-841.
10 Pages Posted: 24 Sep 2021 Last revised: 6 Feb 2022
Bangkok Thonburi University, Thailand; Manipal GlobalNxt University, Malaysia (MGNU)
Date Written: August 24, 2021
This study investigates the relationship between service quality, patient satisfaction, word-of-mouth (WOM), and revisit-intention among dental patients in a clinic, Thailand. The research employed a quantitative approach in data collection for statistical analysis. Quota sampling equally among four-age groups was used, and 352 completed copies of self-administered questionnaires were returned. The proposed theoretical framework was identified the model adopting PLS-SEM. Findings reveal that patient satisfaction is a mediator between service quality and its outcomes of WOM and revisit intention. Referring to elements of service quality, empathy is the highest factor influencing patient satisfaction (Beta=0.411, p<0.001), followed by reliability (Beta=0.183, p<0.05), tangibles (Beta=0.119, p<0.05), assurance (Beta=0.077, p>0.05), and responsiveness, Beta=0.053, p>0.05) at R-square 0.556. Revisit intention can be predicted by patient satisfaction by 53.4 percent (Beta=0.731, p <0.001,R2=0.534), and WOM can be explained by patient satisfaction by about 42.9 percent (Beta=0.655, p<0.001,R2=0.429). The study was limited to private dental practice (a dental clinic). Thus, the extension to clinics around this area should be considered. Moreover, the researcher suggested comprehensive coverage of other predictors in further research. The implications are managers would emphasize healthcare service quality management to satisfy their patients because it creates positive word-of-mouth and a revisit intention among dental clinic’s patients.
Keywords: Service quality, patient satisfaction, word-of-mouth, revisit intention, PLS-SEM
Suggested Citation: Suggested Citation
Siripipatthanakul, Supaprawat, Service Quality, Patient Satisfaction, Word-Of-Mouth, and Revisit Intention in A Dental Clinic, Thailand (August 24, 2021). International Journal of Trend in Scientific Research and Development (IJTSRD), 5 (5): 832-841., Available at SSRN: https://ssrn.com/abstract=3910239
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