Patient satisfaction and perception of quality care in orthodontic services using the servqual model at a tertiary care hospital

Abstract

Objective: To assess patient satisfaction and the perceived quality of orthodontic care in a tertiary care setting,
focussing on identifying gaps between patients’ expectations and perceptions.
Method: The cross-sectional study was conducted at the Department of Orthodontics, Aga Khan University
Hospital, Karachi, in January 2025, and comprised orthodontic patients undergoing treatment for at least six
months. Data was collected using a structured SERVQUAL-based questionnaire which was distributed online. The
primary outcome was the difference between expectation and perception scores for each SERVQUAL dimension of
tangibles, reliability, responsiveness, assurance and empathy. Data was analysed using SPSS for windows (version
23.0, SPSS Inc, Chicago)
Results: Of the 58 patients, 41(70.7%) were females with mean age 24.2±5.5 years and 17(29.3%) were males with
mean age 22.4±12.2 years. A significant gap was observed between patients’ expectations and perceptions in
reliability and empathy dimensions (p<0.05). Conversely, the highest perception scores were noted in assurance
and responsiveness dimensions (p<0.05).
Conclusions: There were significant gaps between patients’ expectations and perceptions with respect to reliability
and empathy, while high satisfaction levels were noted for assurance and responsiveness.
Key Words: Patient satisfaction, Service quality, Orthodontic care, SERVQUAL model