PATIENT SATISFACTION OF DENTAL SERVICES IN BANJARMASIN DURING THE COVID-19 PANDEMIC

Ika Kusuma Wardani, Erika Norfitriah, Renie Kumala Dewi

Abstract


Background: A public health center is one of the primary health services that is obliged to provide health services during the covid-19 pandemic. At that period, dentists in the public health center must continue to provide services to patients according technical instructions. Changes in the service system during the pandemic has different perceptions of service quality which had an impact on patient satisfaction. Objective: The purpose of this study was to describe patient satisfaction of dental services in Banjarmasin during the covid-19 pandemic. Methods: This research is descriptive with a cross-sectional design. The population in this study were all people who came to the dental service of the public health center in Banjarmasin. The number of samples in this study was 86 samples taken by accidental sampling. Results: The results of this study showed that the reliable dimension there was 42 person (49%) who said reliable dimension is very satisfied, 52 person (61%) who said assurances dimension is very satisfied, 42 person (49%) who said tangible dimension is very satisfied, 43 person (50%) who said empathy dimension is very satisfied, and 53 person (61%) who said responsiveness dimension is very satisfied. Conclusion: It can be concluded that most patients are very satisfied with the health services provided by dentists in public health center Banjarmasin during the covid-19 pandemic because most of them applied service quality with 5 dimensions (assurance, empathy, reliable, responsiveness and tangible).

 

Keywords : Assurance, Emphaty, Reliable, Responsiveness, Tangible.

Full Text:

PDF

References


Ibrahim, Meisyaroh M, Ramadhani D. Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Gigi Dan Mulut. Jurnal Ilmiah Kesehatan IQRA. 2018;6(1):29–35.

Budiman Imran AHR. Kepuasan Pasien, Citra Rumah Sakit Dan Kepercayaan Pasiendi Provinsi Sulawesi Barat. Pros Semin Nas. 2019;1–7.

Philip Kotler KLK. Marketing Management. London :Pearson Education; 2016. p. 832

Setianingsih A SA. Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Di Rumah Sakit “S.” Menara Med. 2021;4(1):22–7.

Kemenkes RI. Panduan Teknis Pelayanan Rumah Sakit Pada Masa Adaptasi Kebiasaan Baru. 2020. p.2

Arie Sulistiyoningrum, Ayun Sriatmi SPA. Determinants Of The Quality Of Pharmacy Services In Hospital During Pandemic Covid-19. Dentino. 2022;7(1):107–12.

Rizal A, Jalpi dan A. Analisis Faktor Internal Penentu Kepuasan Pasien Puskesmas Kota Banjarmasin. Al Ulum Sains dan Teknol. 2018;4(1):1–6.

Putri AF. Pentingnya Orang Dewasa Awal Menyelesaikan Tugas Perkembangannya. SCHOULID Indones J Sch Couns. 2019;3(2):35–40.

Muninjaya A. Manajemen mutu pelayanan kesehatan. Jakarta: EGC; 2011. p. 12-16

Rasnidiati, Komang Ayu Pitri NSS. Persepsi Pasien terhadap Kualitas Pelayanan Rawat Jalan Pada Puskesmas Di Kabupaten Buleleng. J Ilm Manaj Publik dan Kebijak Sos. 2020;4(1):1–18.

Jalias SJ IF. Pengaruh mutu pelayanan kesehatan gigi dan mulut terhadap minat kembali pasien melalui tingkat kepuasan di puskesmas tamalate makassar 2020. J Muslim Community Heal. 2020;1(2):37–49.

Tawil MY, Ruru JM, Londa VY. Persepsi Masyarakat Tentang Kualitas Pelayanan Kesehatan Di Rumah Sakit Umum Daerah Kota Kotamobagu Provinsi Sulawesi Utara. J Adm Publik,. 2017;1–11.

Kim, C., E. S. Shin., J. Lee., Y. J. Lee., M. Kim., A. Choi., K. B. Park. HL and IHH. Quality of medical service,patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals BMC Compl. 2017;17:174.

Ruliyandari R. Persepsi Masyarakat Terhadap Kebutuhan Pelayanan Rumah Sakit Syariah di Kota Yogyakarta. Afiasi J Kesehat Masy. 2020;5(3):153-161.

Pangerapan D. Hubungan Antara Mutu Pelayanan Dengan Kepuasan Pasien Di Poliklinik Penyakit Dalam Rumah Sakit Umum Gmim Pancaran Kasih Manado. 2018. Hal : 186–93.

Amary, Arlisah and SS. Analisis Hubungan Fasilitas Terhadap Kepuasan Pasien Pengguna BPJS Di UPT Puskesmas Segiri Kota Samarinda. Borneo Student Res. 2021;2(2):1067–73.

Nuviana W, Noor M JB. Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Pengguna BPJS Di UPTD Puskesmas Lempake. eJournal Ilmu Pemerintahan,. 2018;6(4):1621–34.

Sarma Eko Natalia Sinaga. Persepsi Pasien Terhadap Mutu Pelayanan Rawat Jalan Di Rs Misi Lebak. J Keperawatan Komprehensif. 2018;4(1):41–6.

Ekadipta, Ekadipta, Muhammad Sadikin MRY. Kualitas Pemberian Informasi Obat pada Pelayanan Resep Berdasarkan Kepuasan Pasien BPJS Puskesmas Kecamatan Cilandak. J Farm Indones (Pharmaceutical J Indones. 2019;16(2):244–55.

Peranginangin SA. Hubungan Kualitas Pelayanan Dengan Loyalitas Pasien Rawat Jalan Di Rumah Sakit Umum Mitra Sejati Medan Tahun 2017. J Berk Kesehat. 2017;78–85.




DOI: http://dx.doi.org/10.20527/dentino.v7i2.14622

DOI (PDF): http://dx.doi.org/10.20527/dentino.v7i2.14622.g8523

Article Metrics

Abstract view : 334 times
PDF - 212 times

Refbacks

  • There are currently no refbacks.


Contact Us:
Faculty of Dentistry
Lambung Mangkurat University
Jalan Veteran No. 128 B Banjarmasin, Indonesia

E-mail. [email protected]
Website. fkg.ulm.ac.id

 

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.