Dental Service Quality and Patient Satisfaction: Insights From Anutapura General Hospital, Palu City
Abstract
Introduction: In line with Indonesia's healthcare development, this study investigates the impact of service quality dimensions on patient satisfaction in dental clinics at Anutapura General Hospital, Palu City. Emphasizing health as a fundamental human right, the research aligns with national objectives for comprehensive healthcare efforts.
Method: Employing quantitative methods, data from 97 patients was collected through convenience sampling, focusing on dimensions including physical evidence, reliability, responsiveness, assurance, and empathy.
Result: Analysis revealed significant correlations between these dimensions and patient satisfaction. Notably, patients perceiving good physical evidence and reliability reported higher satisfaction levels. However, responsiveness showed a positive trend without statistical significance. Assurance and empathy emerged as crucial determinants, significantly influencing patient satisfaction. These findings emphasize the importance of infrastructure investment, staff training, and patient-centered care approaches in enhancing service quality.
Conclussion: The study underscores the need for continuous quality improvement efforts to achieve better healthcare outcomes in dental care settings. Prioritizing patient perspectives, fostering trust and empathy in patient-provider relationships, and sustaining quality enhancement initiatives are vital for advancing healthcare quality and patient satisfaction in Indonesia's evolving healthcare landscape.
References
Fadrianti FM, Darmawan ES. Sumber daya manusia dan manajemen organisasi dalam pelaksanaan upaya kesehatan masyarakat di dua kecamatan di Jakarta Timur. Ber Kedokt Masy. 2018;34(10.22146).
Sulistyo A, Gumilar A. Studi Citra Rumah Sakit Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Pada Rumah Sakit Awal Bros Tangerang. JMB: Jurnal Manajemen dan Bisnis. 2019;8(2).
Calundu R. Manajemen Kesehatan. Vol. 1. Sah Media; 2018.
Hardiyansyah H. Kualitas Pelayanan Publik: Konsep, Dimensi, Indikator dan Implementasinya. Gava Media; 2018.
Yudhistira YT, Gustopo D, Suardika IB. Usaha Peningkatan Kualitas Pelayanan Dengan Menggunakan SERVQUAL Pada Puskesmas Mojowarno. Jurnal Valtech. 2020;3(2):5–10.
Jazuli M, Samanhudi D, Handoyo H. Analisis kualitas pelayanan dengan menggunakan metode service quality (Servqual) dan importance performance analysis (IPA) di PT. XYZ. JUMINTEN. 2020;1(1):67–75.
Hakim ML, Cahyono D, Herlambang T. Dampak Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pasien Di Instalasi Rawat Jalan Rumah Sakit Daerah Dr. Soebandi Jember. Jurnal Sains Manajemen Dan Bisnis Indonesia. 2019;9(1):1–13.
Setyawati WA, Rifa’i M, Sasmito C. Pengaruh kualitas pelayanan, fasilitas, harga dan citra institusi terhadap kepuasan pasien. Madani jurnal politik dan sosial kemasyarakatan. 2018;10(2):50–63.
Firmansyah Y, Widjaja G. Pemberlakuan Clinical Pathway Dalam Pemberian Layanan Kesehatan Dan Akibat Hukumnya. Cross-border. 2022;5(1):536–73.
Putri DE, Sinaga OS, Silitonga HP, Agustina SS, Sudirman A. Minat Kunjungan Ulang Pasien yang Ditinjau dari Aspek Persepsi dan Kepercayaan pada Klinik Vita Medistra Pematangsiantar. Inovbiz: Jurnal Inovasi Bisnis. 2020;8(1):41–6.
Harfika J, Abdullah N. Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan pasien pada rumah sakit umum Kabupaten Aceh Barat Daya. BALANCE: Economic, Business, Management and Accounting Journal. 2017;14(01).
Akmal DZ, Heri H, Seswandi A. Kualitas Pelayanan Kesehatan Gigi terhadap Tingkat Kepuasan dan Loyalitas Pasien di Klinik Gigi Pekanbaru. Jurnal Komunitas Sains Manajemen. 2022;1(3):231–40.
Astawa IGMY, Samino S, Nuryani DD. Hubungan Dimensi Mutu Pelayanan Kesehatan dengan Kepuasan Pasien di Puskesmas Rumbia Kabupaten Lampung Tengah. Jurnal Dunia Kesmas. 2012;1(3).
Rohmah DA. Tingkat Kepuasan Pasien Rawat Jalan Terhadap Pelayanan Kefarmasian di Instalasi Farmasi Rumah Sakit Islam Magelang. 2019;
Christiani AM, Swarjana IK, Wahyuningsih LGNS, Sriasih NK. Determinan Kepuasan Pasien di Rumah Sakit Pemerintah dan Rumah Sakit Swasta: Literature Review. Jurnal Ilmiah Permas: Jurnal Ilmiah STIKES Kendal. 2024;14(2):547–60.
Handayani P. Kualitas Pelayanan Keperawatan Terhadap Kepuasan Pasien Peserta Badan Penyelenggara Jaminan Sosial (BPJS) Di Rumah Sakit: Literature Review. ProNers. 2023;8(1).
Mukti WY, Hamzah A, Nyorong M. Pengaruh Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Wordward Kota Palu. Jurnal AKK. 2013;2(3):35–41.
Syukran M. Implementasi Sistem Pembayaran Kapitasi pada Fasilitas Kesehatan Primer: Literature Review. Promotif: Jurnal Kesehatan Masyarakat. 2023;13(1):7–14.
AlOmari F. Measuring gaps in healthcare quality using SERVQUAL model: challenges and opportunities in developing countries. Measuring Business Excellence. 2021;25(4):407–20.
Upadhyai R, Upadhyai N, Jain AK, Roy H, Pant V. Health care service quality: a journey so far. Benchmarking: An International Journal. 2020;27(6):1893–927.
John J, Yatim FM, Mani SA. Measuring service quality of public dental health care facilities in Kelantan, Malaysia. Asia Pacific Journal of Public Health. 2011;23(5):742–53.
Copyright (c) 2024 Sudirman
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Journal of Public Health and Pharmacy has CC-BY-SA or an equivalent license as the optimal license for the publication, distribution, use, and reuse of scholarly work. Authors who publish with this journal retain copyright and grant the journal the right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
