Service Innovation for Enhancing Quality in the New Normal Context of Dental Clinics

Abstract

This academic article aims to present guidelines for integrating innovations to enhance the service quality of dental clinics within the New Normal context, The study focuses on the scope of service innovation, principles of dental service delivery, and technological and clinical innovation in dentistry. Through a systematic review and synthesis of relevant literature, the study found that the survival and sustainability of dental clinics depend on strategic adaptation across three main dimensions: 1) Technological and Clinical Innovation, through the adoption of Digital Dentistry, Artificial Intelligence (AI), and 3D printing technologies to improve diagnostic precision, reduce treatment time, and facilitate concrete visualization of treatment plans for patients; 2) Management and Service Innovations, utilizing digital platforms and online appointment applications to minimize congestion, reduce errors, and enhance patient convenience; and 3) Safety and Infection Control Standards, strictly adhering to the Thai Dental Clinic Accreditation (TDCA) criteria to build patient trust regarding safety measures. The findings indicate that Service Quality, particularly based on the SERVQUAL model dimensions of Empathy, Reliability, and Tangibles, significantly influences patient satisfaction. This satisfaction, in turn, acts as a mediator leading to patient loyalty, evidenced by revisit intentions and positive word-of-mouth. The integration of all three dimensions of innovation can be applied as a guideline for dental clinic administrators in planning innovation strategies to sustainably enhance service quality in the new normal era.