The GAP Model Applied to Dental Healthcare Services
The GAP Model Applied to Dental Healthcare Services

Summary/Abstract: In the field of healthcare services, performances quality measurement presents special particularities due to the nature of healthcare services and the needs underlying the consumption of these services. Scientific literature regarding quality measurement sanctioned the Gap Model and SERVQUAL scale as efficient instruments that are able to offer an overview to this problem.The present paper proposes an adaptation of SERVQUAL scale designed to measure the quality of dental healthcare services provided in a dental clinic. Thus, with the help of five different research, taking the steps specific to the Gap model methodology, authors developed an adapted version of the original SERVQUAL scale, called SERVQUAL Dent and have applied it in the context of extended Gap model.The results led to the identification of gaps and the possibility to draw a global picture of the dental healthcare services quality provided within the dental clinic used as a location for research. In the end, we bring into question the benefits of using and adapting the SERVQUAL scale and Gap model for different contexts regarding the measurement of services quality. At the same time, we are drawing attention on the limitations or disadvantages raised by experts in connection with the use of the two instruments and we propose new research directions regarding the approached field – healthcare services quality measurement.

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