Show simple item record

dc.contributor.authorSuzuki, Jonathan P.en_US
dc.date.accessioned2007-05-25T18:32:05Z
dc.date.available2007-05-25T18:32:05Z
dc.date.issued1999-04-01T00:00:00Zen_US
dc.identifier.urihttp://hdl.handle.net/1993/2205
dc.description.abstractThe Gap Theory of Parasuraman et al. (1985) defines service quality as 'a function of the gaps between the service expectations of consumers (patients) and their service perceptions'. Since reducing these gaps must comprise the principal targets of any form of strategic marketing, this pilot study was therefore undertaken to develop customized SERVQUAL instrument to quantify patients' expectations and perceptions of orthodontic dental service quality. The feedback and modifications to the delivery of orthodontic service delivery provided by such an instrument will render a means by which orthodontists can monitor and improve their services. The satisfaction created from these improvements is of paramount importance and is related to one of the primary characteristics of the profession of orthodontics--to serve. Over a 12-week period, patients receiving orthodontic treatment from a University graduate clinic and a private practice clinic completed a customized SERVQUAL questionnaire consisting of 19 paired expectation/perception statements scored via a ten-point Likert-type scale. Statistical e aluations of the derived scores not only provided valid and reliable assessments of orthodontic service quality viewed from the perspective of patients, but also information to facilitate strategic development for continuous improvement. (Abstract shortened by UMI.)en_US
dc.format.extent5601496 bytes
dc.format.extent184 bytes
dc.format.mimetypeapplication/pdf
dc.format.mimetypetext/plain
dc.language.isoengen_US
dc.rightsinfo:eu-repo/semantics/openAccess
dc.titleAn analysis of patients' expectations and perceptions of orthodontic dental service qualityen_US
dc.typeinfo:eu-repo/semantics/masterThesis
dc.typemaster thesisen_US
dc.degree.disciplineDental Diagnostic and Surgical Sciencesen_US
dc.degree.levelMaster of Science (M.Sc.)en_US


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record