APS
2022 APS Annual Convention · 2022
A Qualitative Analysis of the Servqual Model in Dental Office Social Media Comments
- Sayeedul Islam
Farmingdale State College, The State University of New York - Sara Mir
Farmingdale State College - Haroon Pervez
University of Central Florida - Nick Vitale
Farmingdale State College
Abstract
Customer service perceptions have an impact on dental office success. Qualitative data from social media were used to assess customer service quality using the SERVQUAL model. Results indicate that quality customer service is a primary driver of patient comments. 83% of comments referred to reliability as a key issue
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