Perception and expectation of dental clinic services in jakarta, indonesia

Ahmad Akmaludin Sahid, Rahmat Nurcahyo, Farizal

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

There was the demand to improve the quality of the dental clinic serves as the objection of the health care service especially in the dentistry sector is to meet patient satisfaction. The purpose of the study is to review the literature on the service area to determine the important factor of the service quality. Data were collected using a questionnaire to measure the five dimensions of the service quality include tangibility, reliability, responsiveness, assurance, and empathy. A five-point Likert scale used to evaluate all dimensions. The data were analyzed to get the mean, standard deviation, and confirmatory factor. All of the dimensions have the Cronbach α score of more than 0.6 which means its reliability level is reliable. The result of the study show the Responsiveness, Assurance and Empathy have the highest effect on the dental service quality.

Original languageEnglish
Title of host publicationProceedings of the 11th Annual International Conference on Industrial Engineering and Operations Management, 2021
PublisherIEOM Society
Pages843-852
Number of pages10
ISBN (Print)9781792361241
Publication statusPublished - 2021
Event11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021 - Virtual, Online
Duration: 7 Mar 202111 Mar 2021

Publication series

NameProceedings of the International Conference on Industrial Engineering and Operations Management
ISSN (Electronic)2169-8767

Conference

Conference11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021
CityVirtual, Online
Period7/03/2111/03/21

Keywords

  • Dental Quality and Dental Service
  • Patient Satisfaction
  • Quality Services

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