2025 IJRSE – Volume 14 Issue 11
Divine Word College of San Jose Special Issue
Available Online: 30 September 2025
Author/s:
Pesigan, Elvie M.
Lyceum of the Philippines University- Batangas, Philippines
Abstract:
Service quality is the judgment of patients based on their perception of the services they have received. The perception will be compared with patients’ expectations in order to have a judgment about services quality. The study primarily aims to assess the level of satisfaction of patients in the Dental Dispensary of the Lyceum of the Philippines University- Batangas for the month of April, Academic Year 2018-19; to determine the profile of the respondents in terms of age, sex and nature of work; and to test the differences in the response of the participants when grouped according to profile. A proposed action plan will be the study’s output. The research method used in this study was descriptive in approach. Questionnaires referring to the expectations and the perceptions of the patients were distributed to131 patients after treatment. Likert-type scales were used to evaluate the each dimension. These dimensions have been classified in five quality dimensions: tangibility, reliability, responsiveness, assurance and empathy. The results revealed that patients’ expectation exceeded perceptions in all service quality dimensions. The smallest gap between perception and expectation was for responsiveness and the biggest gap was for tangibility. There is a significant difference on the service quality of the clinicians as to reliability when grouped according to age and gender. In general, service quality was lower than the expectations of the patients in the Dental Dispensary of the Lyceum of the Philippines University- Batangas. Identifying the gaps in service quality dimensions and employing proper policies will lead to an improvement and patient’s satisfaction.
Keywords: service quality, patient satisfaction, dental dispensary, dental treatment
DOI: https://doi.org/10.5861/ijrse.2025.25515
Cite this article:
Pesigan, E. M. (2025). Service quality: Input to service operation management. International Journal of Research Studies in Education, 14(11), 153-161. https://doi.org/10.5861/ijrse.2025.25515