TY - GEN
T1 - Perception and expectation of dental clinic services in jakarta, indonesia
AU - Sahid, Ahmad Akmaludin
AU - Nurcahyo, Rahmat
AU - Farizal,
N1 - Publisher Copyright:
© IEOM Society International.
PY - 2021
Y1 - 2021
N2 - 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.
AB - 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.
KW - Dental Quality and Dental Service
KW - Patient Satisfaction
KW - Quality Services
UR - http://www.scopus.com/inward/record.url?scp=85114238474&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:85114238474
SN - 9781792361241
T3 - Proceedings of the International Conference on Industrial Engineering and Operations Management
SP - 843
EP - 852
BT - Proceedings of the 11th Annual International Conference on Industrial Engineering and Operations Management, 2021
PB - IEOM Society
T2 - 11th Annual International Conference on Industrial Engineering and Operations Management, IEOM 2021
Y2 - 7 March 2021 through 11 March 2021
ER -