Factors Influencing Patient Satisfaction and Loyalty as Perceived by Dentists and Their Patients

Objective: This study aimed to identify the key aspects of patients' dental care experience that influenced their self-perceived satisfaction and loyalty. Also examined was the agreement between patients and dentists regarding these factors. Methods: Questionnaires were administered to 1121 pat...

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Main Authors: Réka Magdolna Szabó (Author), Norbert Buzás (Author), Gábor Braunitzer (Author), Michele Goldzieher Shedlin (Author), Mark Ádám Antal (Author)
Format: Book
Published: MDPI AG, 2023-08-01T00:00:00Z.
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042 |a dc 
100 1 0 |a Réka Magdolna Szabó  |e author 
700 1 0 |a Norbert Buzás  |e author 
700 1 0 |a Gábor Braunitzer  |e author 
700 1 0 |a Michele Goldzieher Shedlin  |e author 
700 1 0 |a Mark Ádám Antal  |e author 
245 0 0 |a Factors Influencing Patient Satisfaction and Loyalty as Perceived by Dentists and Their Patients 
260 |b MDPI AG,   |c 2023-08-01T00:00:00Z. 
500 |a 10.3390/dj11090203 
500 |a 2304-6767 
520 |a Objective: This study aimed to identify the key aspects of patients' dental care experience that influenced their self-perceived satisfaction and loyalty. Also examined was the agreement between patients and dentists regarding these factors. Methods: Questionnaires were administered to 1121 patients and 77 dentists, focusing on demographic information and 15 selected items related to the patients' last dental visit. Descriptive and linear regression analyses were conducted. Results: The study included participants from 41 practices. Factors significantly influencing satisfaction and loyalty included location convenience, treatment quality, trust in dentists' decisions, visit frequency satisfaction, clear treatment explanations, dentist's interest in symptoms, patient-dental personnel attachment, and dentist's knowledge of the patient and their medical records. While overall agreement between patients and dentists was high, some areas exhibited notable disagreement. Conclusions: The findings mostly align with existing literature, underscoring the importance of communication, trust, and a personal patient-dentist relationship in promoting satisfaction and loyalty. However, they also show that local, generally not reported factors might be at play, which necessitates dentists' awareness and consideration of the local context for optimal outcomes. 
546 |a EN 
690 |a loyalty 
690 |a dental communication 
690 |a dentist-patient communication 
690 |a patient satisfaction 
690 |a Dentistry 
690 |a RK1-715 
655 7 |a article  |2 local 
786 0 |n Dentistry Journal, Vol 11, Iss 9, p 203 (2023) 
787 0 |n https://www.mdpi.com/2304-6767/11/9/203 
787 0 |n https://doaj.org/toc/2304-6767 
856 4 1 |u https://doaj.org/article/bd89ecddbb724d37a8a5514a90594d3a  |z Connect to this object online.