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Dwi Noerjoedianto
Department Of Public Health, Faculty Of Medicine And Health Science University Of Jambi
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Association Between Dental and Oral Health Service Quality and Patient Satisfaction at Pakuan Baru Primary Health Care Center in Jambi, Indonesia Septian Primalasari; Dwi Noerjoedianto; Willia Novita Eka Rini; Ummi Kalsum; Asparian
Jurnal KESANS : Kesehatan dan Sains Vol 5 No 7 (2026): KESANS: International Journal of Health and Science
Publisher : Rifa'Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54543/kesans.v5i7.612

Abstract

Introduction: Patient satisfaction is a key indicator of healthcare service quality, influencing trust and loyalty. The SERVQUAL model assesses service quality through five dimensions: tangible, reliability, responsiveness, assurance, and empathy. Objective: This study aimed to examine the relationship between service quality dimensions and patient satisfaction in dental health services. Method: A cross-sectional study was conducted at Pakuan Baru Public Health Center, Jambi City, from April 2025 to March 2026. A total of 190 respondents were selected from 341 patients using systematic random sampling. Data were collected through structured questionnaires and analyzed using chi-square tests and multiple logistic regression. Ethical approval was obtained (No. 1159/UN21.8/PT.01.04/2025). Results and Discussion: Overall, 51.58% of patients were satisfied. Significant associations were found between tangible (POR=7.37), reliability (POR=2.87), assurance (POR=4.76), and empathy (POR=5.87) and patient satisfaction (p<0.05). Multivariate analysis identified empathy as the most dominant factor (aOR=12.08; 95% CI=3.48–42.01). Conclusion: Service quality dimensions significantly influence patient satisfaction, with empathy as the strongest predictor. Improving interpersonal communication and healthcare facilities is essential to enhance patient satisfaction
Co-Authors Adila Solida Adriani Adriani Ahmad Thohir Hidaya Ahmad Thohir Hidayat aini, muthma Ainun Afifah Amelia, Deva Ameliza Qamara Dinda Amri Amir Andi Subandi Andi Subandi Andree Aulia Rahmat Andriyanti, Elisa Andy Amir Anita Rahmawati3 Annisa Putri S Arnild Augina Makarisce Arnild Augina Mekarisce Arnild Augina Mekarisce Ashar Nuzulul Putra Asni Hasanuddin Asparian Asparian Asparian Astuti, Jesika Augina Mekarisce, Arnild Bachtiar, Najwa Budi Aswin Butar, Marta Butar Chandra, Dian Novita Cindy Izzati Damris Muhammad Dewi Friska Dian Meisafitri Diastanti, Yunita Difa Septian Lestari, Tiara Dwi, Guspianto Eko Prasetyo Elsa Volinda Sari Elsa Volinda Sary Endang Yuswatiningsih Erika Vernanda Br Lbn Toruan Evany, Abib Putra Fajar Lestari Farah Luthfiyah Putri Susanto Farras Hasalia, Afifah Fazira Fazira Cahayatul Rahmi Febi Rizka Eliza Ferdiansyah Feri Agustriyani Fikri Khairusshidqi Rizqullah Fitri Widyastuti Guspianto Guspianto Guspianto Guspianto Halim, Rd Halim, Rd. Hartini, Iis Haryadi Haryadi Hasanuddin Hasanuddin Hasmil Arifqi Helmi Suryani Nasution Hendra Dhermawan Sitanggang Herwansyah . Herwansyah . Herwansyah Herwansyah Herwansyah Herwansyah Herwansyah, Herwansyah Hopiyatun Aulia Hubaybah Hubaybah Hubaybah, Hubaybah Iis Hartini Indira Harti Inggrit Vanesa Ismi Nurwaqiah Ibnu Istiani, Istiani Ivanna Tiur Nauli Nadapdap Jodion Siburian Julianda Elbarini Junaidi Junaidi Jurnal Syarif Kasyani, Kasyani Kencana, Yanuar Tree Kiki Andrean La Ode Reskiaddin Listiawaty, Renny Liza Syahputri M. Dody Izhar M. Ridwan M. Ridwan M. Ridwan M. Ridwan M. Ridwan Merliana Marbun Minapo, Achmad Shiddiq Muhammad Muhammad Muhammad Syukri Muhammad Taqwa Muhammad Taqwa Mukhdi, Fuad Ajrul Muldiasman Muldiasman Muldiasman, Muldiasman Nadia Dwi Wulandari Nahda Agustina Naila Nur Ramadani Nanda Sincilia Nasution, Helmi Suryani Nazwa Sabina Novyandina, Jessyca Nugraha, Arrafi Nur Octaviani Nurhusna Nurul Hikmah Oka Lesmana Oka Lesmana, Oka Oktavanie, Marshelly Ghea Parawansa, Nur Lutfiah Pebriani Pebriani Permatasari, Nadia Dwi Puji Rahmiyati Awaliyah Putri Irwanti Sari Putri, Amelia Gustina Putri, Fitria Eka Qurrota A'yunin Rahmat Panyiwi Rd Halim Rd. Halim Rd. Halim Renny Listiawaty Rinaldi Daswito Rini, Willia Novita Eka Risty Ivanti Rizki Ibnu Rahmad Rosdiana Rosiana Putri Royyan, Nurmisbahur Roza Rizana S, Oka Lesmana Salshabila, Azahra Septian Primalasari Shafira Ainun Hafilda Shyafaatsya, Vifany Sellsa Silvia Mawarti Perdana Simamora, Mutiara Sintia Tri Handayani Sintya Dwi Anggraini Siti Suherni Sobihannur, Raisa Pasyah Sri Rahayu Sundari Sundari Suryani Nasution, Helmi Susy Mardianti Syafrila Wil Yantoni, Lara Tiara Kamila Dyanti Tona Aurora Lubis Tsaabitah Zakhirah Ummi Kalsum Ummi Kalsum Ummi Kalsum Ummi Kalsum Viska Andini Widiastuti, Fitri Willia Novita Eka Rini Willia Novita Eka Rini Yantoni, Lara Syafrila Wil Yolanda Margarettha Silaban Yulia Frischa