The analysis on dental and oral health services based on “rater” service quality dimension to patient satisfaction at natural esthetic clinic makassar

Badai Septa Wahyudadi, Setya Haksama

Research output: Contribution to journalArticlepeer-review

Abstract

The growth of Clinic of Dental Health Service is currently increasing rapidly in the City of Makassar South Sulawesi Province. Quality is a dynamic condition associated with products, services, human resources, processes, and environments that meet or exceed expectations, where the relationship between products and services or services provided to consumers can meet their expectations and satisfaction. The purpose of this research is to analyze the dimension of service quality that consist of reliability, assurance, tangible, empathy, and responsiveness, fequently abbreviated as RATER, to patient’s satisfaction level in Natural Esthetic Clinic (NEC) Makassar. This research is a survey of cross sectional study approach with the number of samples as many as 74 visiting patients. The result shows that the total value of patient satisfaction (gap) obtained in the analysis is -0.44 on the average and belongs to Medium category, It means that the quality of services in NEC Makassar is ordinary classified.and has not yet met patient’s satisfaction. The result of statistical analysis shows that the dimensions of reliability (0.000) assurance (0.004), tangibel (0.001), and responsivenes (0.000) have significant effect on patient satisfaction, except emphaty (0.060) which does not give significant difference to influence patient satisfaction level. The possible advices are the need for increasing attention and communication; giving a high sense of care; and establishing a clinical management information system (CMIS) to provide efficient, effective, and accurate services.

Original languageEnglish
Pages (from-to)427-431
Number of pages5
JournalIndian Journal of Public Health Research and Development
Volume10
Issue number6
DOIs
Publication statusPublished - Jul 2019

Keywords

  • City of makassar
  • Dental clinic
  • Dimension of quality
  • Satisfaction

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