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Perceived quality factors that discriminate parents of orthodontic patients according to their satisfaction

2022Journal article Restricted access
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dc.contributor.authorSouki, Gustavo
dc.contributor.authorÁvila, Juliana Meire Silva de
dc.contributor.authorMoura, Luiz Rodrigo Cunha
dc.contributor.authorSouki, Bernardo Quiroga
dc.date.accessioned2022-04-18T09:50:37Z
dc.date.available2022-04-18T09:50:37Z
dc.date.issued2022
dc.description.abstractPurpose – Monitoring the perception of quality by parents and the satisfaction with their children’s treatment is crucial in developing high-level health-care services. The purpose of this paper is to identify the perceived quality factors by parents of paediatric orthodontic patients according to the levels of satisfaction. Design/methodology/approach – A survey with 316 parents of paediatric orthodontic patients of 45 offices in a big Brazilian city was conducted. The questionnaires included statements on the parents’ satisfaction and perception of quality concerning their children’s treatment. The data were analysed using multivariate statistics (exploratory factor analysis, cluster analysis and discriminant analysis). Findings – Parents were classified into three clusters according to their level of satisfaction. This survey identified 11 quality factors perceived by parents of patients regarding their children’s orthodontic treatment. Among them, five factors discriminated the clusters: orthodontist’s technical skills, administrative organisation, location (accessibility and convenience), treatment duration and dental supplies. Practical implications – This research identified the perceived quality factors that most impacted parents of orthodontic patients’ satisfaction, contributing to dentists in developing strategies and actions to improve the quality of services in dental offices. Originality/value – This paper included 11 perceived quality factors in the hypothetical model, identified through literature review and a qualitative phase. Moreover, multivariate statistical analyses confirmed the validity and reliability of the questionnaires, classified respondents in clusters and identified the perceived quality factors that most discriminated them. Therefore, the current investigation presented a more comprehensive and robust analysis than the previous studies on this topic.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.doi10.1108/IJPHM-09-2020-0073pt_PT
dc.identifier.issn1750-6123
dc.identifier.urihttp://hdl.handle.net/10400.1/17759
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherEmeraldpt_PT
dc.relationResearch Centre for Tourism, Sustainability and Well-being
dc.subjectHealth-care marketingpt_PT
dc.subjectPatients’ satisfactionpt_PT
dc.subjectPatients’ services qualitypt_PT
dc.subjectPatients’ behaviourpt_PT
dc.subjectPatients’ attitudes and behaviourpt_PT
dc.titlePerceived quality factors that discriminate parents of orthodontic patients according to their satisfactionpt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardTitleResearch Centre for Tourism, Sustainability and Well-being
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04020%2F2020/PT
oaire.citation.titleInternational Journal of Pharmaceutical and Healthcare Marketingpt_PT
oaire.fundingStream6817 - DCRRNI ID
person.familyNameSouki
person.givenNameGustavo
person.identifier.ciencia-idD71B-22F0-9C7A
person.identifier.orcid0000-0001-6561-9750
person.identifier.scopus-author-id55409323000
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a CiĂȘncia e a Tecnologia
rcaap.rightsrestrictedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication84f2b88c-0677-4ea8-9b40-9a9adde07af6
relation.isAuthorOfPublication.latestForDiscovery84f2b88c-0677-4ea8-9b40-9a9adde07af6
relation.isProjectOfPublicationfa579efb-63c0-486e-b05d-859542b73647
relation.isProjectOfPublication.latestForDiscoveryfa579efb-63c0-486e-b05d-859542b73647

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