DETERMINANTS OF PATIENT SATISFACTION IN DENTAL HOSPITALS: EXAMINING THE IMPACT OF ACCESS, AFFORDABILITY, QUALITY, PAIN MANAGEMENT, AND WORD OF MOUTH

Abstract

Patient satisfaction is a crucial indicator of healthcare quality, particularly in dental services, where factors such as accessibility, affordability, pain management, and service quality influence overall experiences. Understanding these determinants is essential for improving patient-centered care and ensuring positive word-of-mouth recommendations. This study aims to examine the impact of access, affordability, pain management, and quality on patient satisfaction in dental hospitals and how satisfaction influences word-of-mouth behavior. A structured survey was conducted among dental patients in Sindh, Pakistan, using the Dental Satisfaction Questionnaire (DSQ) framework. Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed to analyze relationships between variables. The findings indicate that access, affordability, and quality significantly contribute to patient satisfaction, aligning with prior studies emphasizing the importance of service accessibility and financial considerations in healthcare experiences. However, pain management did not show a significant relationship with satisfaction, suggesting that other factors, such as provider communication and emotional support, may mitigate the impact of pain perception. Additionally, patient satisfaction was found to strongly influence word-of-mouth recommendations, reinforcing the role of positive experiences in shaping public perceptions of dental care. These results underscore the need for healthcare administrators to enhance accessibility, ensure affordability, and improve service quality to elevate patient satisfaction. Addressing non-clinical aspects of pain management, such as communication and empathy, may further enhance patient experiences. Future research should explore additional mediating factors, including psychological and emotional influences, to develop a more comprehensive model of patient satisfaction in dental healthcare settings.