Satisfaction with the Dental Services Market in the Context of Phygital Behavior–the Difference in Public and Commercial Health Care (The Example of Poland)

The study examines patient satisfaction with public and private dental services in Poland, emphasizing the role of phygital behaviors that combine analog and digital experiences. Quantitative research was conducted using a CAWI survey on a nationwide sample, complemented by focus group interviews with representatives of four generational cohorts. The findings indicate that patients highly value staff qualifications, courtesy, and modern medical equipment, with significantly higher satisfaction levels in private dentistry. Publicly funded services are primarily appreciated for being free of charge but are criticized for long waiting times and limited availability. Across generations, consumers increasingly use digital tools such as e-prescriptions, online reviews, and price comparisons, highlighting the importance of integrating technological solutions into healthcare. The results suggest that the future of dentistry lies in expanding phygital tools and AI applications to improve accessibility, efficiency, and patient experience. Limitations include methodological constraints of online surveys and non-representative qualitative sampling. Further research should focus on the impact of phygital solutions specifically in healthcare markets.