This report presents different methods for measuring the service quality in dental health offices. The aim of this report is to show typical difficulties in measuring service quality in healthcare services and to discuss potential approaches offered by science to meet these challenges. The area of "General Dentistry" is chosen as an example for the complexity of services.
The first part of this report gives an overview about the terms service, quality and service quality. The second part looks at different challenges in measuring the quality from two sides: from the perspective of the service provider, the dentist and the team, as well as from the perspective of the service recipient, the patient and the healthcare insurance company. The third part contains a discussion of methods to measure quality, paying special attention to SERVQUAL.
Inhaltsverzeichnis (Table of Contents)
- Introduction
- Part 1: Overview and Definitions
- Service
- IHIP Model
- Intangibility
- Heterogeneity
- Inseparability
- Perishability
- Part 2: Challenges of Measuring Service Quality
- Part 3: Methods to Measure Service Quality
- SERVQUAL
- Conclusion
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This report aims to analyze the difficulties in measuring service quality in healthcare services, particularly within the field of "General Dentistry", and to present potential approaches offered by science to address these challenges.
- Defining and understanding the nature of service quality in dentistry.
- Exploring the challenges of measuring service quality from both the perspectives of the service provider and the service recipient.
- Analyzing the different requirements and expectations of patients across various dental specialties.
- Discussing various methods for measuring service quality, focusing on SERVQUAL.
- Providing practical advice to dental offices on how to determine their market position and identify areas for improvement.
Zusammenfassung der Kapitel (Chapter Summaries)
- Introduction: This chapter establishes the report's objective, highlighting the complexity of measuring service quality in dentistry, particularly in light of the diverse range of treatments and specialties within the field. It also introduces the concept of "general dentistry" as a case study.
- Part 1: Overview and Definitions: This section provides definitions of "service" and "quality," emphasizing the intangible nature of dental services and how they differ from tangible goods. The IHIP model (Intangibility, Heterogeneity, Inseparability, and Perishability) is introduced as a framework for understanding the specific characteristics of services in dentistry.
- Part 2: Challenges of Measuring Service Quality: This chapter explores the difficulties in measuring service quality from both the perspectives of the service provider (dentist and team) and the service recipient (patient and insurance company). It analyzes the complexities arising from different patient expectations, the heterogeneity of treatments, and the dynamic nature of service delivery.
- Part 3: Methods to Measure Service Quality: This section discusses various methods for measuring service quality, including performance targets, surveys, and the SERVQUAL model. It aims to provide practical tools for evaluating and improving service quality in dental practices.
Schlüsselwörter (Keywords)
This report focuses on the challenges of measuring service quality in dentistry, encompassing key concepts such as service definition, IHIP model, patient expectations, heterogeneity, performance targets, SERVQUAL, and practical methods for improving dental service quality.
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- Ulrich Schmitz (Autor), 2018, Challenges of measuring dental service quality, Múnich, GRIN Verlag, https://www.grin.com/document/458156
