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There was the demand to improve the quality of the dental clinic serves as the objection of the health care service especially in the dentistry sector is to meet patient satisfaction. The purpose of the study is to review the literature on the service area to determine the important factor of the service quality. Data were collected using a questionnaire to measure the five dimensions of the service quality include tangibility, reliability, responsiveness, assurance, and empathy. A five-point Likert scale used to evaluate all dimensions. The data were analyzed to get the mean, standard deviation, and confirmatory factor. All of the dimensions have the Cronbach a score of more than 0.6 which means its reliability level is reliable. The result of the study show the Responsiveness, Assurance and Empathy have the highest effect on the dental service quality. [ABSTRACT FROM AUTHOR]

For a very long time, the National Company "Romanian Mail" represented the only institution which provided mail services for the population. In the last 15 years appeared some competitors, but not for all type of mail services. This monopoly situation wasn't favorable for the company, they weren't interested to adopt quality standards or a quality management system. The collaboration with other European mail networks and the adhering to the European Union were the main reasons which lead the National Company "Romanian Mail" to the conclusion that it is necessary to change its policy regarding the services' quality. The paper aims to discuss the present stage of the quality services provided by the "Romanian Mail" after the adoption of the ISO 9001:2001 standard and the specific quality standard for mail services EN 13850. Also, the paper intends to suggest a possible way to act in the future in order to improve the quality of services and, customer satisfaction. [ABSTRACT FROM AUTHOR]