Publication:
Determining factors that influence patient satisfaction in dental services in Puerto Rico

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Authors
Gonzalez Morell, Brendaliz
Embargoed Until
Advisor
Medina Aviles, Lourdes
College
College of Engineering
Department
Department of Industrial Engineering
Degree Level
M.S.
Publisher
Date
2024-05-03
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.
Keywords
patient satisfaction,
dental,
Kano Model,
Puerto Rico,
online reviews
Usage Rights
Except where otherwise noted, this item’s license is described as Attribution-NonCommercial-ShareAlike 4.0 International
Cite
Gonzalez Morell, B. (2024). Determining factors that influence patient satisfaction in dental services in Puerto Rico [Thesis]. Retrieved from https://hdl.handle.net/20.500.11801/3708