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Determining factors that influence patient satisfaction in dental services in Puerto Rico
Gonzalez Morell, Brendaliz
Gonzalez Morell, Brendaliz
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Abstract
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.
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Date
2024-05-03
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Keywords
patient satisfaction, dental, Kano Model, Puerto Rico, online reviews