Empirical Investigation of Dental Laboratory Service Quality and Prosthetic Outcome Satisfaction in South East Nigeria

Dental laboratory quality critically determines the functional and aesthetic outcomes of prosthetic treatment, and empirically characterising the service quality-patient satisfaction relationship in South East Nigerian dental practice provides evidence for laboratory regulation and clinical workflow improvement. This study empirically investigated dental laboratory service quality and its relationship to prosthetic treatment satisfaction among 220 patients who received removable or fixed prostheses at three dental clinics in Enugu, Anambra, and Imo States. Laboratory service quality was assessed using a validated scale measuring accuracy of fit, material quality, shade matching, and turnaround time. Patient satisfaction with prosthetic outcome was measured at 1 and 6 months post-delivery using a validated satisfaction questionnaire. Structural equation modelling was applied. Laboratory quality score was a significant positive predictor of patient satisfaction at both time points (beta = 0.52 at 1 month and 0.48 at 6 months, p < 0.001). Shade matching was the strongest quality predictor of patient dissatisfaction for anterior restorations. Turnaround time above 10 working days was associated with lower overall satisfaction. Dentist-laboratory communication quality significantly mediated the laboratory-satisfaction relationship. Cost of prosthetic work did not significantly predict satisfaction after controlling for outcome quality. The study provides the first structured dental laboratory quality-satisfaction investigation in the South East zone and recommends formalising dentist-laboratory communication standards, establishing regional dental laboratory certification, and developing quality benchmarks for prosthetic work in Nigerian dental practice. Keywords: dental laboratory quality, prosthetic satisfaction, South East Nigeria, removable prosthesis, dental outcomes