The development of a conceptual model for evaluating dental patient satisfaction

Abstract

The purpose of this study was to identify levels and predictors of patient satisfaction and develop a conceptual model for dental patient satisfaction in military treatment facilities. Respondents completed 658,443 surveys during 17 fiscal quarters, beginning with the fourth quarter of 2000. The final data set contained 309,261 surveys, with no missing data. Principal component factor analysis was used for data reduction and hierarchical multiple linear regression to assess the predictive effects of the dependent variables on the two independent variables: (1) overall satisfaction with today's visit and (2) overall satisfaction with the clinic. On a 7-point, bipolar adjective rating scale, patients' mean score was 6.53 regarding satisfaction with visit, suggesting that patients are highly satisfied. Patients' beliefs about care received and environment of care were the most important satisfaction attributes. These findings are useful in educating providers about the relationship of consumer satisfaction with the interpersonal experience.