Analysis of service quality, waiting time, and patient safety on patient satisfaction at the dental polyclinic of Tk. II Dr. Soepraoen Hospital

Abstract

Introduction: Patient satisfaction is a core quality indicator in military-affiliated dental services, yet the relative contributions of service quality, waiting time, and patient safety remain insufficiently specified.Objectives: Building on this, we aimed to compare the effects of service quality, waiting time, and patient safety on patient satisfaction, and to identify which is the strongest predictor.Methods: To address these objectives, we conducted a quantitative cross-sectional survey of 100 patients (purposive sampling; ≥1 prior visit) using a structured Likert-scale questionnaire. Multiple linear regression modeled overall satisfaction as the dependent variable. We report unstandardized coefficients (B), two-tailed p-values, and 95% CIs for each predictor; model fit was evaluated with the F test. Assumptions (linearity, homoscedasticity, normal residuals) and multicollinearity (VIF) were checked. Statistical significance was set at α = 0.05.Results: Analysis showed the model was significant (F = 316.389, p < .001). Patient safety had the largest positive association with satisfaction (B = 0.626, p < .001), followed by service quality (B = 0.451, p < .001). Waiting time showed a negative association (B = −0.079, p < .001).Conclusions: These findings indicate that patient safety and service quality are key drivers of satisfaction, whereas longer waits reduce it. Based on these insights, priority improvements include standardizing safety protocols, enhancing communication and responsiveness, and streamlining patient flow. Future studies should test these relationships in larger, diverse samples and incorporate objective performance metrics alongside patient-reported outcomes.