A Systematic Review Of The Impact Of Service Quality Dimensions And Facilities On Patient Satisfaction In Hospital Dental Clinics

Abstract

Objectives: This systematic review aims to critically evaluate the impact of service quality dimensions and facility characteristics on patient satisfaction in hospital dental clinics, using the SERVQUAL model as an analytical framework.

Methods: A systematic search was conducted across PubMed, ScienceDirect, and Google Scholar for studies published between January 2019 and May 2024. Inclusion criteria followed the PICOS framework and adhered to PRISMA 2020 guidelines. Eligible studies included quantitative research assessing at least one of the five SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, and empathy) and/or facility-related variables in relation to patient satisfaction. A narrative synthesis was performed due to heterogeneity in study designs and measurement tools.

Results: Eleven studies were included, conducted across various countries including Indonesia, Malaysia, Thailand, Pakistan, and Saudi Arabia. Empathy, responsiveness, and assurance consistently emerged as dominant predictors of patient satisfaction. Tangibles such as facility cleanliness and modern equipment were also influential, particularly in shaping first impressions. Contextual factors such as pandemic-related safety expectations and cultural norms were identified as moderators in several studies.

Conclusions: Patient satisfaction in hospital dental clinics is strongly influenced by both service quality dimensions and physical facility conditions. Interpersonal aspects of care, such as empathy and assurance, have enduring effects on patient trust and perceived value, while infrastructure plays a supporting role in enhancing comfort and confidence. Future research should adopt longitudinal and mixed-methods approaches to better capture the dynamics of satisfaction over time and inform targeted quality improvement strategies.