ANALYSIS OF PATIENT SATISFACTION TO THE QUALITY OF DENTAL HEALTH SERVICES AT SAIGON PUSKESMAS, PONTIANAK CITY

Abstract

The quality of the quality of health services today is the quality of service that has become a necessity. The quality of health services can be measured by applying the 5 elements of quality dimensions to measure customer satisfaction. This study aims to describe the quality of health services, based on the wishes and expectations according to the characteristics of the respondents. In addition, what will be analyzed is the average customer satisfaction, the desires and expectations of the respondents, as well as the correlation value and significance value. This type of research is descriptive analytic with a cross sectional approach. The sampling technique was purposive sampling. Data analysis with univariate and bivariate tests. The results of this study indicate that the average desires (61.2%) and expectations (64.1%) of respondents who use dental health services at Saigon Health Center, the average desire (35.3%) and expectations (35.9 %) age group of late teens, average desire (61.2%) and expectation (57.7%) female gender, average desire (45.8%) and expectation (44.0%) undergraduate educated users , the average desire (63.4%) and expectations (58.2%) of dental health service users are in the satisfied category, the significance value between desire and expectation is 0.000 < from 0.05 and the correlation value reaches 466**. The element of responsiveness in the occurrence of work overload reaches 30% and the tangible element reaches 2.68% in terms of the physical appearance of human resources. It can be concluded that the desires and expectations of respondents are in the satisfied category, with a significance of 0.000 < from 0.05.