Exploring Dentists’ Perspectives on Patient-Reported Service Quality Challenges in Dental Care in Saudi Arabia: A Qualitative Study

Abstract

This dissertation explores dentists’ perspectives on patient-reported service quality challenges in Saudi Arabia, positioning dental care within the broader context of service operations management. Adopting a sequential explanatory mixed-methods design, the study first synthesised fourteen quantitative studies applying SERVQUAL, which highlighted persistent deficits in responsiveness, empathy, and tangibles, particularly in public facilities. Qualitative interviews with twelve dentists across government, private, and teaching hospitals revealed systemic bottlenecks in scheduling, resource allocation, staffing, and infrastructure. Dentists reported adopting adaptive strategies to maintain service quality under operational constraints, but their efforts were limited by institutional inefficiencies. The study develops a structural SERVQUAL model that integrates provider and institutional offering, both theoretical refinement and managerial insights. Findings provide actionable recommendations for improving service delivery, aligning with Saudi Vision 2030’s healthcare transformation agenda.