The Effect of Health Services Quality on Satisfaction and Loyalty in West Sulawesi Province, Indonesia

Abstract

Objective: To evaluate patient satisfaction and loyalty to the quality of community dental and oral health services from various dimensions. Material and Methods: This study used a pilot pathfinder, which was conducted in Polewali Manadar District in 2019. The subjects consisted of 458 people. Data was collected using a questionnaire, which was designed appropriate to this survey which consist of 67 questions with responses in the form of bad, poor, moderate, good, very good. Questions about dental and oral health services beliefs are grouped into four dimensions, ability heart competence, intelligence, and trust. Beliefs was analyzed using the F-test and multiple regression. Results: the dimensions of service quality towards satisfaction and loyalty was the dimensions of registration and the doctor which had effect in community satisfaction and loyalty with a P value <0.05. Conclusion: Communities in Wonomulyo Subdistrict, and Bulo Subdistrict, Polewali Mandas District largely have a significant interest in community satisfaction and loyalty with dental and oral health services.

Keywords: Satisfaction; Loyalty; Quality, Services; Dental.