EVALUATION OF CUSTOMER SERVICE AT THE DENTAL CLINIC OF THE FACULTY OF DENTISTRY, UNIVERSITY OF CUENCA
DOI:
https://doi.org/10.47820/recima21.v6i7.6674Keywords:
patient satisfaction, service quality, university dentistry, user perception, customer serviceAbstract
The quality of customer service in university dental care settings directly influences patient perception, satisfaction, and treatment effectiveness. Evaluating this quality allows for identifying opportunities for improvement in both clinical care and professional training. Methodology: A quantitative, observational, descriptive, and cross-sectional study was conducted with 100 patients who received dental care at the Faculty of Dentistry of the University of Cuenca between March and May 2025. A structured, digitally distributed questionnaire was used, based on dimensions such as staff attention, clarity of information, physical environment, and overall satisfaction. Results: 97% of respondents positively rated the clarity of the diagnosis and treatment, while 99% highlighted the respect and empathy of the clinical staff. Cleanliness and organization were rated as good or excellent by 91%. However, 46% reported deficiencies in administrative information, and 16% considered the wait times to be long. 100% would recommend the clinic. Conclusion: The university clinic evaluated presents significant strengths in clinical care and patient care. To achieve comprehensive improvement, it is recommended to optimize administrative processes and reduce waiting times, thus contributing to a more satisfactory experience and excellent dental training.
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