KUALITAS PELAYANAN DAPAT MENINGKATKAN KEPUASAN PASIEN DI KLINIK GIGI GENTAN SURAKARTA

Nasiatul Aisyah Salim, Patria Asda, Nurlisa Meirina

Abstract


Oral disease is considered a major health problem because of its high incidence and prevalence worldwide. Dental complaints felt by patients can cause anxiety and stress, so dentists need to provide good dental care services. Paying attention to the quality of service at the dental clinic is the first and most important factor in improving service. Patient satisfaction is one of the key indicators of quality in healthcare organizations. Gentan Dental Clinic Surakarta was founded in 2012. This clinic has not conducted a survey on patient satisfaction levels. This study aims to determine the relationship between service quality and patient satisfaction at the research is quantitative research with a cross sectional approach. The number of samples is 85 people. The sampling technique used purposive sampling with the criteria of patients aged more than 17 years and visiting or receiving services more than once. The research instrument used a questionnaire. Data analysis used the chi square test. The results of the study explained that the quality of service in the good category was 78,8 % and patient satisfaction in the satisfied category was 67,1 %. The statistical test between service quality and patient satisfaction at the Gentan Dental Clinic with a p-value of 0,000. 

Keywords


Service quality;Patient Satisfaction;Dental Clinic

Full Text:

PDF

References


T. Aghamolaei et al., “Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique: patients’ perspective,” BMC Health Serv. Res., vol. 14, no. 1, pp. 1–5, 2014.

G. P. Cachon and M. Olivares, “Drivers of finished-goods inventory in the US automobile industry,” Manage. Sci., vol. 56, no. 1, pp. 202–216, 2010.

O. Gullu, M. Tekindal, M. Tekindal, and A. Yazici, “Evaluation of expected and perceived of quality of service with the SERVQUAL scale: The case of a private physical therapy and rehabilitation center,” Biomed. Res., vol. 28, no. 2, 2017.

M. Bahadori, J. Sadeghifar, M. Nejati, P. Hamouzadeh, and M. Hakimzadeh, “Assessing quality of educational service by the SERVQUAL model: Viewpoints of paramedical students at Tehran university of medical science,” Tech. Technol. Educ. Manag., vol. 6, no. 4, pp. 1058–1065, 2011.

E. Zarei, A. Daneshkohan, B. Pouragha, S. Marzban, and M. Arab, “An empirical study of the impact of service quality on patient satisfaction in private hospitals, Iran,” Glob. J. Health Sci., vol. 7, no. 1, p. 1, 2015.

C.-H. Lien, M.-J. Wen, L.-C. Huang, and K.-L. Wu, “Online hotel booking: The effects of brand image, price, trust and value on purchase intentions,” Asia Pacific Manag. Rev., vol. 20, no. 4, pp. 210–218, 2015.

A. Parasuraman, V. A. Zeithaml, and L. L. Berry, “A conceptual model of service quality and its implications for future research,” J. Mark., vol. 49, no. 4, pp. 41–50, 1985.

M. Bahadori, M. Raadabadi, R. Ravangard, and D. Baldacchino, “Factors affecting dental service quality,” Int. J. Health Care Qual. Assur., 2015.

M. Bahadori, M. Raadabadi, M. H. Jamebozorgi, M. Salesi, and R. Ravangard, “Measuring the quality of provided services for patients with chronic kidney disease,” Nephrourol. Mon., vol. 6, no. 5, 2014.

M. L. Raposo, H. M. Alves, and P. A. Duarte, “Dimensions of service quality and satisfaction in healthcare: a patient’s satisfaction index,” Serv. Bus., vol. 3, no. 1, pp. 85–100, 2009.

S. Xesfingi and A. Vozikis, “Patient satisfaction with the healthcare system: Assessing the impact of socio-economic and healthcare provision factors,” BMC Health Serv. Res., vol. 16, no. 1, pp. 1–7, 2016.

W. Haj-Ali, L. B. Karroum, N. Natafgi, and K. Kassak, “Exploring the relationship between accreditation and patient satisfaction–the case of selected Lebanese hospitals,” Int. J. Heal. policy Manag., vol. 3, no. 6, p. 341, 2014.

H. Dicky Novendra and I. Masykura, “The Effect of Store Atmosphere on Revisit Intention that is in Mediation by Customer Satisfaction,” 2019.

E. L. Y. Wong, A. Coulter, A. W. L. Cheung, C. H. K. Yam, E. K. Yeoh, and S. Griffiths, “Validation of inpatient experience questionnaire,” Int. J. Qual. Heal. care, vol. 25, no. 4, pp. 443–451, 2013.

J. B. Herndon et al., “Measuring quality of dental care: caries prevention services for children,” J. Am. Dent. Assoc., vol. 146, no. 8, pp. 581–591, 2015.

S. R. Habib, S. Ramalingam, A. Al Beladi, and A. Al Habib, “PATIENTS’SATISFACTION WITH THE DENTAL CARE PROVIDED BY DENTAL STUDENTS,” J. Ayub Med. Coll. Abbottabad, vol. 26, no. 3, pp. 353–356, 2014.

K.-T. Lee et al., “Patient satisfaction with the quality of dental treatment provided by interns,” J. Dent. Sci., vol. 8, no. 2, pp. 177–183, 2013.

M. S. Mahrous and T. Hifnawy, “Patient satisfaction from dental services provided by the College of Dentistry, Taibah University, Saudi Arabia,” J. Taibah Univ. Med. Sci., vol. 7, no. 2, pp. 104–109, 2012.

T. Sitio and H. Ali, “Patient Satisfaction Model and Patient Loyalty: Analysis of Service Quality and Facility (Case Study at Rawamangun Special Surgery Hospital),” Sch. Bull. https//doi. org/10.36348/sb, p. v05i10, 2019.

S. Lahti, H. Tuutti, H. Hausen, and R. Kaarianen, “Patients’ expectations of an ideal dentist and their views concerning the dentist they visited: do the views conform to the expectations and what determines how well they conform?,” Community Dent. Oral Epidemiol., vol. 24, no. 4, pp. 240–244, 1996.

S. Siripipatthanakul, “Service Quality, Patient Satisfaction, Word-Of-Mouth, and Revisit Intention in A Dental Clinic, Thailand,” Siripipatthanakul, S.(2021). Serv. Qual. Patient Satisf. Word-Of-Mouth, Revisit Intent. A Dent. Clin. Thailand. Int. J. Trend Sci. Res. Dev., vol. 5, no. 5, pp. 832–841, 2021.

R. K. N. Jandavath and A. Byram, “Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India,” Int. J. Pharm. Healthc. Mark., 2016.

C. R. Sofyana, J. Harahap, and U. Zein, “ANALISIS KUALITATIF KEPUASAN PASIEN TERHADAP PELAYANAN KESEHATAN GIGI DI POLI KLINIK GIGI DAN MULUT DI RSUD TGK CHIK DITIRO SIGLI,” J. Healthc. Technol. Med., vol. 6, no. 2, pp. 1221–1235, 2020.

E. M. Bitzer et al., “Satisfaction with dental care from the patient’s perspective-the dental-ZAP-V1,” Gesundheitswesen, vol. 75, no. 6, pp. e59-68, 2012.

A. Zarei, M. Arab, A. R. Froushani, A. Rashidian, and S. M. Ghazi Tabatabaei, “Service quality of private hospitals: The Iranian Patients’ perspective,” BMC Health Serv. Res., vol. 12, no. 1, pp. 1–7, 2012.

M. J. Geboy, T. C. Muzzio, and A. M. Stark, Communication and behavior management in dentistry. Williams & Wilkins, 1985.

S. J. F. D. Jalias and F. P. Idris, “Pengaruh mutu pelayanan kesehatan gigi dan mulut terhadap minat kembali pasien melalui tingkat kepuasan di puskesmas tamalate makassar 2020,” J. Muslim Community Heal., vol. 1, no. 2, pp. 37–49, 2020.

E. Kurnianda, T. H. Skripsa, and A. Utami, “Hubungan Kualitas Pelayanan terhadap Tingkat Pemanfaatan Pelayanan Kesehatan Gigi dan Mulut Puskesmas I Kemranjen.” Universitas Diponegoro, 2022.

S. M. Isa, G. S. S. Lim, and P. N. Chin, “Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia,” Int. J. Pharm. Healthc. Mark., 2019.

T. N. Hashem and N. Ali, “The impact of service quality on customer loyalty: A study of dental clinics in Jordan,” Int. J. Med. Heal. Res., vol. 5, no. 1, pp. 65–68, 2019.

I. Merican and R. bin Yon, “Health care reform and changes: the Malaysian experience,” Asia Pacific J. Public Heal., vol. 14, no. 1, pp. 17–22, 2002.

N. Othman and I. A. Razak, “Satisfaction with school dental service provided by mobile dental squads,” Asia Pacific J. Public Heal., vol. 22, no. 4, pp. 415–425, 2010.

L. M. Jones and T. J. Huggins, “The rationale and pilot study of a new paediatric dental patient request form to improve communication and outcomes of dental appointments,” Child. Care. Health Dev., vol. 39, no. 6, pp. 869–872, 2013.

S. K. Firestein, “Patient anxiety and dental practice,” J. Am. Dent. Assoc., vol. 93, no. 6, pp. 1180–1187, 1976.

T. Fatima, S. A. Malik, and A. Shabbir, “Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems,” Int. J. Qual. Reliab. Manag., 2018.

G. A. Santoso and I. Bernarto, “PENGARUH WAKTU TUNGGU YANG SINGKAT, KETERJANGKAUAN HARGA, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI KLINIK GIGI CDC,” JMBI UNSRAT (Jurnal Ilm. Manaj. Bisnis dan Inov. Univ. Sam Ratulangi)., vol. 9, no. 1, 2022.

D. D. Rakhmadhini, T. H. Skripsa, A. Nugraheni, and Y. B. Prabowo, “PENGARUH KUALITAS PELAYANAN DAN TARIF TERHADAP KEPUASAN PASIEN GIGI DAN MULUT DENGAN METODE CUSTOMER SATISFACTION INDEX (CSI)(Studi Pada Pasien Umum dan JKN di Klinik PHC Semarang).” Universitas Diponegoro, 2022.

N. A. Rachmanda, “HUBUNGAN ANTARA KINERJA DAN SIKAP PETUGAS POLI GIGI DENGAN KEPUASAN PASIEN PADA ERA JKN DI RSUD PANEMBAHAN SENOPATI BANTUL YOGYAKARTA.” Universitas Muhammadiyah Semarang, 2019.

N. A. Salim, “Evaluasi Efek Relationship Marketing Pada Pelayanan Skin Care di Rumah Sakit PKU Muhammadiyah Yogyakarta,” J. Kesehat. Komunitas, vol. 2, no. 3, pp. 122–127, 2013.

A. F. Kurnianingrum and A. Hidayat, “The Influence of Service Quality and Price Perception on Consumer Trust and Revisit Intention at Beauty Care Clinic in Indonesia,” Arch. Bus. Rev., vol. 8, no. 6, 2020.

I. Kurniawati, M. Isa, and I. S. Adji, “Pengaruh Kepercayaan, Keamanan, Persepsi Resiko dan Kualitas Pelayanan terhadap Keputusan Berobat di Rumah Sakit Gigi dan Mulut Soelastri di Masa Pandemi Covid-19,” Proceeding of The URECOL, pp. 271–278, 2021.




DOI: http://dx.doi.org/10.35329/jkesmas.v9i1.3855

Article Metrics

Abstract views : 330 times | PDF - 158 times


Copyright (c) 2023 J-KESMAS: Jurnal Kesehatan Masyarakat

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Alamat Penyunting & Distribusi:

Fakultas Kesehatan Masyarakat Universitas Al Asyariah Mandar  Gedung B3. Lt 1. Jl. Budi Utomo No.2 Manding. Kec. Polewali, Kab. Polewali Mandar, Prov. Sulawesi Barat

Email: jkesmanfkm@gmail.com

Website: https://journal.lppm-unasman.ac.id/index.php/jikm/index

Penerbit:
Lembaga Penelitian dan Pengabdian Masyarakat Universitas Al Asyariah Mandar

Indexed by:

           

   

Member of:

 

 

Creative Commons License
J-Kesmas is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.