Gonzalez Morell, Brendaliz

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Determining factors that influence patient satisfaction in dental services in Puerto Rico
(2024-05-03) Gonzalez Morell, Brendaliz; Medina Aviles, Lourdes; College of Engineering; Claudio, David; Velazquez , Maria; Bonet, Samuel; Department of Industrial Engineering; Saavedra, Janitza
Which factors make you feel satisfied at the end of a dental appointment? Are there parts of a service more important to you than others? Customer satisfaction is crucial in healthcare because satisfied customers are more likely to follow and complete treatments. In dental care, this is especially important because the incidence of periodontal diseases is 46% in the United States and higher in Puerto Rico. This research aims to understand the factors that influence patient satisfaction in dental care. To achieve this goal, first, text mining techniques were used to identify frequent words from online reviews in the United States. Second, an exploratory study implementing Kano Model principles was conducted in Puerto Rico to understand patient preference towards dental care service attributes. Understanding customer preferences through the Kano Model will allow dentists to implement features in the service that are most aligned with their patient preferences.