This study investigates the relationship between service quality, patient satisfaction, word of mouth WOM , and revisit intention among dental patients in a clinic, Thailand. The research employed a quantitative approach in data collection for statistical analysis. Quota sampling equally among four age groups was used, and 352 completed copies of self administered questionnaires were returned. The proposed theoretical framework was identified the model adopting PLS SEM. Findings reveal that patient satisfaction is a mediator between service quality and its outcomes of WOM and revisit intention. Referring to elements of service quality, empathy is the highest factor influencing patient satisfaction Beta=0.411, p 0.001 , followed by reliability Beta=0.183, p 0.05 , tangibles Beta=0.119, p 0.05 , assurance Beta=0.077, p 0.05 , and responsiveness, Beta=0.053, p 0.05 at R square 0.556. Revisit intention can be predicted by patient satisfaction by 53.4 percent Beta=0.731, p 0.001,R2=0.534 , and WOM can be explained by patient satisfaction by about 42.9 percent Beta=0.655, p 0.001, R2=0.429 . The study was limited to private dental practice a dental clinic . Thus, the extension to clinics around this area should be considered. Moreover, the researcher suggested comprehensive coverage of other predictors in further research. The implications are managers would emphasize healthcare service quality management to satisfy their patients because it creates positive word of mouth and a revisit intention among dental clinic’s patients. Supaprawat Siripipatthanakul "Service Quality, Patient Satisfaction, Word-Of-Mouth, and Revisit Intention in A Dental Clinic, Thailand" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-5 , August 2021, URL: https://www.ijtsrd.com/papers/ijtsrd43943.pdf Paper URL: https://www.ijtsrd.com/management/marketing/43943/service-quality-patient-satisfaction-wordofmouth-and-revisit-intention-in-a-dental-clinic-thailand/supaprawat-siripipatthanakul
International Journal of Trend in Scientific Research and Development (IJTSRD)
Volume 5 Issue 5, July-August 2021 Available Online: www.ijtsrd.com e-ISSN: 2456 – 6470
@ IJTSRD | Unique Paper ID – IJTSRD43943 | Volume – 5 | Issue – 5 | Jul-Aug 2021
Page 832
Service Quality, Patient Satisfaction, Word-Of-Mouth,
and Revisit Intention in A Dental Clinic, Thailand
Supaprawat Siripipatthanakul
Assumption University, Thailand
ABSTRACT
This study investigates the relationship between service quality,
patient satisfaction, word-of-mouth (WOM), and revisit-intention
among dental patients in a clinic, Thailand. The research employed a
quantitative approach in data collection for statistical analysis. Quota-
sampling equally among four-age groups was used, and 352
completed copies of self-administered questionnaires were returned.
The proposed theoretical framework was identified the model
adopting PLS-SEM. Findings reveal that patient satisfaction is a
mediator between service quality and its outcomes of WOM and
revisit intention. Referring to elements of service quality, empathy is
the highest factor influencing patient satisfaction (Beta=0.411,
p<0.001), followed by reliability (Beta=0.183, p<0.05), tangibles
(Beta=0.119, p<0.05), assurance (Beta=0.077, p>0.05), and
responsiveness, Beta=0.053, p>0.05) at R-square 0.556. Revisit
intention can be predicted by patient satisfaction by 53.4 percent
(Beta=0.731, p<0.001,R2=0.534), and WOM can be explained by
patient satisfaction by about 42.9 percent (Beta=0.655, p<0.001,
R2=0.429). The study was limited to private dental practice (a dental
clinic). Thus, the extension to clinics around this area should be
considered. Moreover, the researcher suggested comprehensive
coverage of other predictors in further research. The implications are
managers would emphasize healthcare service quality management to
satisfy their patients because it creates positive word-of-mouth and a
revisit intention among dental clinic’s patients.
KEYWORDS: Ser