Patient Satisfaction as a Determinant of Patient Loyalty to the Dentist in Dental Clinics

Abstract

The aim of this study was to investigate the impact of patient satisfaction with a dentist on their loyalty to that dentist in Saudi Ministry of Health dental clinics. Retrospective data were recruited from the patient experience program (Press Ganey Survey) during the first half of 2022. Descriptive statistical analysis, Pearson correlation coefficient ( r ), and multiple linear regression models were used to assess the impact on loyalty to that dentist. Among the 964 respondents who submitted their responses to the survey, the highest mean satisfaction score was for the item concerning the good listening of the dentist to the patient (3.86 of 5; 77.2%). There was a highly significant correlation between each item related to the dentist and the likelihood of the patient to recommend a certain dentist to others “that is, patient loyalty” ( P < .001). The highest predictor of patient loyalty to his dentist was the dentist's explanation of the treatment options to his patient ( t : 8.632, P < .001). Dentists have a crucial role to play in boosting patient satisfaction and thereby patient loyalty.