КАЧЕСТВО КАК ГЛАВНЫЙ ФАКТОР КОНКУРЕНТОСПОСОБНОСТИ НА РЫНКЕ СТОМАТОЛОГИЧЕСКИХ УСЛУГ

Abstract

The article considers the main aspects related to the quality of dental services as one of the main factors of competitiveness in market conditions. The problem of the quality of dental services is considered both from the point of view of the organizations providing them, and from the point of view of consumers. The complex nature of the category of quality of dental services has led to consideration in this work of such important aspects as: levels of formation of the quality of dental care; key criteria for quality assessment; the main factors affecting the quality of dental services. It is proved that the interest in the issue of quality improvement is due not only to the importance of the victory of organizations in the competition for customers, but also to the nature and high level of legal conflict situations arising in this area. The key success factors of both internal and external nature have been identified, which allow in the long term to provide the necessary level of competition to the dental clinic. The article focuses on the fact that each organization, adapting to changes in the external environment, should make maximum use of all available opportunities that make up its potential: highly qualified medical personnel, modern materials and innovative technologies, an effective management system. The author gives a detailed description of the conditions that can affect the level of use of the organization's potential, and hence the quality of services provided. The main methodo-logical approaches to assessing the quality of dental services are considered. One of the assessment tools adapted to the conditions of medical dental services is the multidimensional SERVQUAL methodology, designed to take into account the consumer's expectations and perception of the service in five dimensions. Its advantages are revealed, namely, the ability to understand how the patient perceives the dental service, and how it is evaluated in real use.