Observatorio de I+D+i UPM

Memorias de investigación
Communications at congresses:
Contributions of the Service Quality in dental clinics
Year:2011
Research Areas
  • Humanities
Information
Abstract
Due to the need to manage the new business models of dental clinics and the demand for new services required by the patient, the knowledge about ?service quality? in the dental sector needs to be expanded. In the evaluation of the quality of the dental and health service, it?s difficult for the patient to assess the technical aspects (technical quality). The patient (customer) of these services is different from other customers due to his reluctance to receive the service (treatment). In the research on quality of dental service, from the perspective of marketing, there is a tendency to focus on the relationship between the expectations of the patient and the service quality, as well as to investigate customer service and prompt service (responsiveness), still being SERVQUAL the most widely used instrument. Also, from the perspective of the dentist, it has investigated the customer?s satisfaction, even as a synonym for quality. In this paper, we propose the Spanish dental sector configuration and the typology of the Spanish dental clinics to then identify a number of relevant lines of research: teaching the patient to assess the technical quality of the dental clinic, to teach the dentist to demonstrate its technical quality, determining differences - in the assessment of the service quality of the patient - when his illness is serious and when it is not, to determine how much the reluctance of the patient affects the perception of the services quality, among others.
International
No
Congress
XXV Congreso Nacional de la European Academy of Management and Business Economics "Los Mercados del Mañana: Bases para su análisis hoy"
960
Place
Valencia-Spain
Reviewers
Si
ISBN/ISSN
978-847356-785-5
Start Date
08/07/2011
End Date
10/06/2011
From page
210
To page
210
XXV Congreso Anual AEDEM Los Mercados del Mañana: Bases para su análisis hoy
Participants
  • Autor: Ana Maria Vargas Perez (UPM)
  • Autor: Pablo Solana Perez (UPM)
  • Autor: Carmelo Mercado Idoeta (Universidad Rey Juan Carlos)
Research Group, Departaments and Institutes related
  • Creador: Grupo de Investigación: Administración de Empresas
  • Departamento: Ingeniería de Organización, Administración de Empresas y Estadística
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