Service Quality and Clients Satisfaction of Digital Dental Diagnostics in Highly Urbanized Cities in Western Visayas, Philippines

Abstract

This study assessed the relationship between service quality and client satisfaction in digital dental diagnostics across Bacolod and Iloilo City. Utilizing a descriptive-correlational design with 270 participants (135 dentists and 135 clients), the research evaluated reliability, assurance, tangibles, empathy, and responsiveness via a researcher-made questionnaire. Findings revealed that both groups perceived service quality as "Very High," particularly in empathy and responsiveness, with significant variations observed based on age and sex. A strong positive correlation confirmed that superior service quality significantly enhances client satisfaction. Consequently, the study concludes that high service quality consistently drives client satisfaction, emphasizing the synergy between advanced technology and empathetic, patient-centered care. Future research is recommended to expand the geographic scope to further validate these insights.