Article,

Service Quality Patient Satisfaction Word Of Mouth and Revisit Intention in A Dental ClinicThailand

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INTERNATIONAL JOURNAL OF TREND IN SCIENTIFIC RESEARCH AND DEVELOPMENT, 5 (5): 832-841 (August 2021)

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, empath…(more)

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