Academic Paper from the year 2018 in the subject Medicine - Dentistry,
grade: 82, Manchester Metropolitan University Business School, language:
English, abstract: This report presents different methods for measuring
the service quality in dental health offices. The aim of this report is
to show typical difficulties in measuring service quality in healthcare
services and to discuss potential approaches offered by science to meet
these challenges. The area of "General Dentistry" is chosen as an
example for the complexity of services. The first part of this report
gives an overview about the terms service, quality and service quality.
The second part looks at different challenges in measuring the quality
from two sides: from the perspective of the service provider, the
dentist and the team, as well as from the perspective of the service
recipient, the patient and the healthcare insurance company. The third
part contains a discussion of methods to measure quality, paying special
attention to SERVQUAL.