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Review Article

SRP. 2021; 12(1): 1-10


The Association of Dental Health Services Quality with Patient Satisfaction Level in Indonesia

Fuad Husain Akbar, Luthfiah Humairah Akhmad.

Abstract
The aim of this study was to determine the association of dental health services quality factors with patient satisfaction levels in urban and rural areas of Bone Regency, Indonesia. This study using a pilot pathfinder survey was conducted on February 25th - March 1st, 2019. The questionnaire was designed using a five-point Likert scale to assess patient satisfaction. Data were collected from 442 subjects consisting of two locations that represent urban and rural areas to determine the association of oral health services quality factors with patient satisfaction level in urban and rural areas of Bone Regency. A Chi-square test for statistical analysis was used. In the urban area, the highest mean of the treatment dimension was 3.70 and the lowest mean was 3.66. In the rural area, the facility and treatment dimension was the highest mean was 3.63 and the lowest was appointment dimension was 3.36. Based on the chi-square test, marital status, occupation, and income significantly associated with patient satisfaction. There are association dental health services quality factors with patient satisfaction levels. Good service quality provides the highest level of satisfaction. The medium level of satisfaction was on the appointment dimension. Subjects felt difficult, uncomfortable, and the appointment option was not appropriate.

Key words: Patient Satisfaction, Service Quality, Health Services, Indonesia.


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