Table 3 Means for each variable (SERVQUAL and DSQ)

Empathy (5- items)

23.31*

Empathy 1: Explained Treatment

1.05 (0.22)

Empathy 2: Administration Procedures

1.04 (0.20)

Empathy 3: Listens to complaint

1.05 (0.22)

Empathy 4: Registration Procedures

1.06 (0.23)

Empathy 5: Knowledge about treatment needs

1.06 (0.23)

Responsiveness (3 items)

14.03*

Responsiveness 1: Long time waiting

1.24 (0.43)

Responsiveness 2: Issues related to care

1.08 (0.27)

Responsiveness 3: Issues related to delays in care

1.17 (0.37)

DSQ

**General Satisfaction (1 item)

1.77 (0.43)

Quality of Care (6 items)

26.99*

Quality of Care 1: Careful examination

1.04 (0.20)

Quality of Care 2: Respectful towards patients

1.02 (0.15)

**Quality of Care 3: Thorough dental students

1.94 (0.24)

Quality of Care 4: Explanatory about treatment procedures

1.03 (0.17)

Quality of Care 5: Modern clinic

1.05 (0.21)

**Quality of Care 6: Helpful dental students

1.91 (0.28)

Pain Management (3 items)

11.41*

**Pain Management 1: Painless procedures

1.85 (0.36)

**Pain Management 2: Efforts in reducing pain

1.88 (0.33)

Pain Management 3: Patients not concerned about feeling pain

1.37 (0.49)

Availability/Convenience (2 items)

7.73*

**Availability: Availability of more dentists

1.89 (0.32)

Convenience: Conveniently located clinic

1.37 (0.48)

Accessibility (2 items)

8.12*

**Accessibility 1: Appointment easily available

1.84 (0.36)

Accessibility 2: Suitable office hours

1.22 (0.41)

Outcome (1 item)

1.14 (0.35)