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Antonio, Ferdi
Universitas Pelita Harapan
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Prioritizing Service Quality Investments in Aesthetic Dental Clinics: An Importance-Performance Map Analysis (IPMA) Approach Athina Isabella Sumanti; Ferdi Antonio
Indonesian Journal Economic Review (IJER) Vol. 6 No. 2 (2026): June
Publisher : Divisi Riset, Lembaga Mitra Solusi Teknologi Informasi (L-MSTI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59431/ijer.v6i2.818

Abstract

This study examines the role of service quality in shaping revisit intention in private aesthetic dental services among millennials. A quantitative cross-sectional design was employed, with data collected from 241 respondents across eight accredited private dental clinics in Jakarta using an online survey. The study adopts the 6Q service quality framework and analyzes the data using Partial Least Squares Structural Equation Modeling (PLS-SEM) complemented by Importance-Performance Map Analysis (IPMA). The results indicate that technical quality has the strongest influence on revisit intention, followed by interpersonal and personnel quality. The model demonstrates substantial explanatory power, with an R² value of 0.604. IPMA findings reveal that indicators related to clinical outcomes and service efficiency, particularly aesthetic results and administrative processes, require priority improvement due to their high importance but relatively lower performance. Meanwhile, communication and clinical competence are identified as key strengths that should be maintained. These findings provide actionable insights for dental clinic managers to allocate resources more effectively by focusing on high-impact service attributes. The study contributes to the literature by extending the application of the 6Q framework in aesthetic healthcare services and integrating IPMA for more practical decision-making.
Co-Authors Ade Andriani Renouw Adella, Adella Adhli, Yuma Luqman Amelda Pramezwary Andreas Chandra Santoso Andy Andy Annamaria Gabriela Anton Wachidin Widjaja Ariana, I Made Agus Aristo, Benny Arrazy Elba Ridha Asep Hermawan Astika, Putri Athina Isabella Sumanti Austin, Ryan Bambang, Robertus Maria Betty Rahayu Boas Handoyo Christian, Joshua Christopher Noviandi Tupang Claudia, Maria Cut Susan Octiva Dicky Jhon Anderson Butarbutar Dinata, Freddy Djakasaputra, Arifin Ekasari, Silvia Elizabeth Haryanti Evi Untoro Fatimah Malini Lubis Febby Karissa Fitriani, Reni Fitriansyah, Fitriansyah G. Gunawan Ginting, Magdalena Lestari Handoyo, Boas Handry Eldo Harjono, Eko Ivan Henry Utama Putra Hidayati, Heny Hutapea, Ruth Normalianti I Made Agus Ariana Ilfi Rahmi Putri Innocentius Bernarto, Innocentius Iwan Adhicandra Jason Bustam Jason Jason Jordan Jeremy Josephine, Vania Joshua Christian Juliana Juliana Juliana Juliana, Juliana Karissa, Febby Kespandiar, Tengku Kornelius, Stefani Mutiara Kresna Audito Larasati, Andini Lee, Jemimah Kezia Lia Kurnia Hartanti Marine Novita Meidy C. Elim Moksidy, Jevany Claudia Muhamad Rusadi Letasado Musdirwan Naomi Miryam Norasiya, Milka Anisya Pebriana, Regina Pramezwary, Amelda Pramintasari, Erina Pramono, Rudy Puni Oktisari Putri Astika Putri Utami Vallen Renaldo, Doddy Reno Prananditya Ashaf Ricca Ricca Ricca, Rica Ricca, Ricca Rio Alexandro Rocky Nagoya Roy G.A. Massie Sabrina O Sihombing Saksono, Lalang Santosa, Sonny Santoso, Anita Sevira Saputra, Muh Fauzan Satoto, Hari Hendriarti Selvi Esther Suwu, Selvi Esther Sembel, Jacquelinda Sandra Sidik, Nuraini Situmorang, Jimmy Muller Hasoloan sri sudiarti Sucipto Asan Sukirman Sukirman Sutanto, Eldaa Prisca Refianti Syamsul Ph.D M.A. Hadi Tan, Pauline H. Pattyranie Tansya Sushan Purnaningrum Theresia, Sherly Tiara, Karina Tjiptabudi, Vitta Waloni, Febryna Grace Maya Widiastuti, Annisa Zakia Wijaya, Reisa Melisa Wiyono, Stevie Pramudita Wuisan, Dewi Yusak Yusak