Dental Journal (Majalah Kedokteran Gigi)
ISSN 1978-3728
Vol. 45 / No. 1 / Published : 2012-03
Order : 10, and page :48 - 51
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Original Article :
Analysis of importance level and quality achievement aspect in dental health service (a case study on waru sidoarjo community dental health service)
Author :
- Taufan Bramantoro*1
- Retno Palupi*2
- Department of Dental Public Health Faculty of Dentistry, Airlangga University Surabaya - Indonesia
- Department of Dental Public Health Faculty of Dentistry, Airlangga University Surabaya - Indonesia
Abstract :
Background: Patients as customers of health services actually have expectation and assessment of health services perceived. During the initial interview conducted at Waru Sidoarjo Community Dental Health Service (Waru Sidoarjo CDHS), it is known that one hundred percent of initial respondents were not satisfied with dental care service provided. All of those respondents assessed that Waru Sidoarjo CDHS still has not met their expectations of service quality factors considered to be important for them. It is even known that there is usually a gap between the expectations of quality dental care service and the assessment of services perceived. As a result, further researches are needed to be conducted regarding the level of importance and achievement-related with factors that affect the quality of health services. Purpose: The purpose of this study was to determine the level of importance and achievement of the quality aspects of the health service provided by Waru Sidoarjo CDHS. Methods: This study can be considered as a descriptive observational study. The instrument used in this study was measurement instruments of service quality. Respondents in the study were 200 patients who visited to dental care services in Waru Sidoarjo CDHS in July 2011. Results: All of the attributes had a mean value of dominant importance and assessments at four. The attributes of the appearance feasibility of medical staffs had the highest interest, about 4.780. Meanwhile, the mean value of the lowest importance was on the attributes of the service suitability, about 4.595. During the observation of the service value, it is also known that the highest mean value was on the non-discriminative services, about 4.600. Conclusion: It can be concluded that there were attributes considered to be important for patients, but still not being fully met by health services provided by the service provider or Community Dental Health Care. Those attributes involving waiting room comfort, service readiness and service preparation attributes which not only had high importance value, but also had a large percentage of respondents who were not satisfied.
Keyword :
The expectations of patients, the assessments of patients, the satisfactory of patients, dental care service,
References :
Supriyanto S,(2006) Pemasaran jasa industri kesehatan Surabaya : FKM Universitas Airlangga
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 Volume : 45 / No. : 1 / Pub. : 2012-03 |
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