Effect of Quality of Dental Health Services to Patient Satisfaction in Indonesia 2019: Importance-Performance Analysis

Akbar, Fuad Husain; Awang, Abdul Hair; Rivai, Fridawaty

doi:10.1590/pboci.2023.031

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Pesquisa Brasileira em Odontopediatria e Clínica Integrada

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ORIGINAL ARTICLE • Pesqui. Bras. Odontopediatria Clín. Integr. 23 • 2023 • https://doi.org/10.1590/pboci.2023.031 copy

Effect of Quality of Dental Health Services to Patient Satisfaction in Indonesia 2019: Importance-Performance Analysis

Authorship SCIMAGO INSTITUTIONS RANKINGS

ABSTRACT

Objective:

To determine the effect of the quality of dental health services based on dimensions of empathy and responsiveness to patient satisfaction in urban and rural areas in Bone District, Indonesia.

Material and Methods:

This survey used an analytical observational method with a pilot pathfinder survey design. The total of participants included in this survey was 442, with 223 in the urban area and 219 in the rural area. This survey was held on 25 February - 1 March 2019. The Mann-Whitney test was applied, adopting a significance level of 5%.

Results:

Empathy and responsive dimensions in urban (3.58 ± 0.94 and 3.50 ± 0.94) and rural (3.43 ± 0.99 and 3.63 ± 0.86) areas were in the moderate category. The administration staff was able to complete administrative procedures, and the Dental assistant responded promptly to the patient's request and needs.

Conclusion:

The quality of empathy and responsiveness dimensions in dental treatment fall in the moderate category for urban and rural areas; this means that empathy and responsiveness dimensions in dental service in hospital/public health need to be improved.

Keywords:
Health Services; Quality of Health Care; Personal Satisfaction

Variables	Urban		Rural		Total
Variables	N	%	N	%	N	%
Gender
Male	62	27.8	91	41.6	153	34.6
Female	161	72.2	128	51.4	298	65.4
Ages (years old)
18-24	36	16.1	101	46.1	137	31.0
25-34	31	13.9	26	11.9	57	12.9
35-44	40	17.9	36	16.4	76	17.2
45-55	58	26.0	41	18.7	99	22.4
56>	58	26.0	15	6.8	73	16.5
Ethnic
Bugis	220	98.7	215	98.2	435	98.4
Makassar	3	1.3	2	0.9	5	1.1
Mandar	0	0.0	2	0.9	2	0.5
Religion
Muslim	222	99.6	217	99.1	439	99.3
Budhist	1	0.4	0	0.0	1	0.2
Christian	0	0.0	2	0.9	2	0.5
Marital Status
Unmarried	40	17.9	115	52.5	155	35.1
Married	154	69.1	92	42.0	246	55.7
Widow	23	10.8	12	5.5	36	8.1
Widower	5	2.2	0	0.0	5	1.1
Educational Status
Did not attend school	39	17.5	7	3.2	46	10.4
Elementary school	61	27.4	44	20.1	105	23.8
Junior high school	23	10.3	45	20.5	68	15.4
Senior high school	50	22.4	77	35.2	127	28.7
University	50	22.4	46	21.0	96	21.7
Occupation
Unemployment/housewife	127	57.0	123	56.2	250	56.6
Farmer	22	9.9	19	8.7	41	9.3
Labor	5	2.2	0	0.0	5	1.1
Entrepreneur	21	9.4	31	14.2	52	11.8
Private sector employees	8	3.6	6	2.7	14	3.2
Civil servant	39	17.5	33	15.1	72	16.3
Others	1	0.4	7	3.2	8	1.8
Monthly Income
Rp.0 - Rp.150.000	133	59.6	115	52.5	248	56.1
Rp.150.000 - Rp.500.000	17	7.6	31	14.2	48	10.9
Rp.500.000 - Rp.1.000.000	16	7.2	16	7.3	32	7.2
Rp.1.000.000 - Rp.2.000.000	17	7.6	25	11.4	42	9.5
> Rp.2.000.000	40	17.9	32	14.6	72	16.3
Distance to the Health Service Centre
0 - 5 km	182	81.6	169	77.2	351	79.4
6 - 10 km	31	13.9	36	16.4	67	15.2
>10 km	10	4.5	14	6.4	24	5.4
Health Coverage Status
Yes	177	79.4	147	67.1	324	73.3
No	46	20.6	72	32.9	118	26.7
Total	223	100.0	219	100.0	442	100.0

Empathy	Mean	SD	Category
URBAN
1. Dentist gave an explanation related to the patient’s treatment (E1)	3.68	0.91	High
2. Dental assistant gave explanation related to the patient’s treatment (E2)	3.39	0.90	Moderate
3. Administrative staff gave explanation related to administration procedures (E3)	3.67	0.90	High
4. Dentist gave personal attention in listening to the patient’s complaint (E4)	3.66	1.01	High
5. Dental assistant gave personal attention in listening to the patient’s complaint(E5)	3.66	0.94	Moderate
6. Administration staff gave personal attention to registration procedures (E6)	3.49	0.94	Moderate
7. Dentist’s knowledge regarding the patient’s needs for the treatment (E7)	3.68	0.88	High
8. Dental assistant’s knowledge regarding the patient’s needs for the treatment (E8)	3.42	1.01	Moderate
Total	3.58	0.94	Moderate
RURAL
1. Dentist gave explanation related to the patient’s treatment (E1)	3.68	0.87	High
2. Dental assistant gave explanation related to the patient’s treatment (E2)	3.40	1.05	Moderate
3. Administrative staff gave explanation related to administration procedures (E3)	3.22	1.02	Moderate
4. Dentist gave personal attention in listening to the patient’s complaint (E4)	3.73	0.95	High
5. Dental assistant gave personal attention in listening to the patient’s complaint (E5)	3.17	1.10	Moderate
6. Administration staff gave personal attention to registration procedures (E6)	3.42	0.96	Moderate
7. Dentist’s knowledge regarding the patient’s needs for the treatment (E7)	3.69	0.89	High
8. Dental assistant’s knowledge regarding the patient’s needs for the treatment (E8)	3.14	1.05	Moderate
Total	3.43	0.99	Moderate

Responsiveness	Mean	SD	Category
URBAN
1. Dentist was able to help and instill confidence in the patient on the treatment (R1)	3.59	0.96	Moderate
2. Dental assistant was able to assist the dentist during treatment (R2)	3.70	0.82	High
3. Administrative staff was able to complete administration procedures (R3)	3.38	0.95	Moderate
4. Dentist responded promptly to patient’s request and needs during treatment (R4)	3.56	0.93	Moderate
5. Dental assistant responded promptly to patient’s request and needs during treatment (R5)	3.40	0.95	Moderate
6. Administrative staff responded promptly related to long waiting time (R6)	3.32	0.95	Moderate
7. Dentist was capable and adept in doing all procedures (treatment) (R7)	3.66	0.95	High
8. Dental assistant was capable and adept in doing all procedures (assisting the dentists in the treatment) (R8)	3.45	0.97	Moderate
9. Administrative staff was capable and adept in doing all administration procedures (R9)	3.40	1.02	Moderate
Total	3.50	0.94	Moderate
RURAL
1. Dentist was able to help and instill confidence in the patient on the treatment (R1)	3.72	0.94	High
2. Dental assistant was able to assist the dentist during treatment (R2)	3.68	0.78	High
3. Administrative staff was able to complete administration procedures (R3)	3.52	0.81	Moderate
4. Dentist responded promptly to patient’s request and needs during treatmen (R4)	3.70	0.86	High
5. Dental assistant responded promptly to patient’s request and needs during treatment (R5)	3.61	0.82	Moderate
6. Administrative staff responded promptly related to long waiting time (R6)	3.36	0.91	Moderate
7. Dentist was capable and adept in doing all procedures (treatment) (R7)	3.73	0.81	High
8. Dental assistant was capable and adept in doing all procedures (assisting the dentist in the treatment) (R8)	3.63	0.82	Moderate
9. Administrative staff was capable and adept in doing all administration procedures (R9)	3.67	0.97	High
Total	3.63	0.86	Moderate

Dimension		Average	Standard Deviation	Category
Urban	Empathy	3.58	0.94	Moderate
	Responsiveness	3.49	0.94	Moderate
Rural	Empathy	3.43	0.99	Moderate
	Responsiveness	3.63	0.86	Moderate

	Urban				Rural
Questions	Satisfied		Unsatisfied		Satisfied		Unsatisfied		p-value
	Mean	SD	Mean	SD	Mean	SD	Mean	SD
Empathy
E1 Dentist’s communication	3.80	0.79	2.37	1.07	3.76	0.79	2.69	1.14	0.859
E2 Dental assistant’s communication	3.48	0.84	2.37	0.83	3.49	0.99	2.19	1.17	0.436
E3 Administrative staff’s communication	3.77	0.80	2.53	1.12	3.32	0.97	2.06	1.00	0.000^* * Mann Whitney Test; Significant p<0.05.
E4 Dentist’s attention	3.77	0.91	2.42	1.22	3.85	0.83	2.13	1.02	0.552
E5 Dental assistant’s attention	3.75	0.85	2.74	1.33	3.28	1.05	1.81	0.75	0.000^* * Mann Whitney Test; Significant p<0.05.
E6 Administrative staff’s attention	3.62	0.85	2.16	0.90	3.52	0.87	2.19	1.17	0.295
E7 Dentist know what patient need	3.79	0.78	2.53	1.02	3.80	0.77	2.31	1.20	0.758
E8 Dental assistant know what patient need	3.54	0.92	2.05	0.91	3.22	1.02	2.13	0.89	0.006
Responsiveness
R1 Dentist’s ability	3.73	0.83	2.11	1.05	3.84	0.83	2.25	1.06	0.097
R2 Dental assistant’s ability	3.72	0.76	3.42	1.30	3.80	0.65	2.25	0.93	0.802
R3 Administrative staff’s ability	3.49	0.89	2.26	0.87	3.64	0.69	2.00	0.73	0.152
R4 Dentist’s response	3.66	0.85	2.42	1.02	3.81	0.75	2.31	1.01	0.105
R5 Dental assistant’s response	3.49	0.91	2.42	0.84	3.73	0.70	2.06	0.77	0.018
R6 Administrative staff’s response	3.43	0.89	2.21	0.85	3.44	0.84	2.31	1.14	0.567
R7 Dentist’s skills	3.79	0.83	2.21	0.92	3.86	0.65	2.13	0.96	0.524
R8 Dental assistant’s skills	3.57	0.88	2.21	1.03	3.76	0.68	2.06	0.85	0.048
R9 Administrative staff’s skills	3.53	0.92	2.00	1.00	3.80	0.85	2.06	1.06	0.006
Total	61.93	40.42			61.92		36.94
Mean	3.64	2.38			3.64		2.17

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[1] Correspondence: Fuad Husain Akbar, Department of Dental Public Health, Faculty of Dentistry, Hasanuddin University, Makassar, Indonesia. E-mail: fuadgi2@gmail.com