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


  • Fuad Husain Akbar
  • Abdul Hair Awang
  • Fridawaty Rivai


Health Services, Quality of Health Care, Personal Satisfaction


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.


Budiwan V, Efendi. The understanding of Indonesian patients of hospital service quality in Singapore. Procedia Soc Behav Sci 2016; 224:176-83. https://doi.org/10.1016/j.sbspro.2016.05.436

Shafiq M, Naeem M.A, Munawar Z, Fatima I. Service quality assessment of hospitals in Asian context: an empirical evidence from Pakistan. Inquiry 2017; 54:46958017714664. https://doi.org/10.1177/0046958017714664

Ministry of Health of The Republic of Indonesia. Law Number 44 of 2009 on Hospital (State Gazette of the Republic of Indonesia of 2009 Number 153, Supplement to the State Gazette of the Republic of Indonesia Number 5072). Jakarta; 2009. [In Indonesian].

Ministry of Health of The Republic of Indonesia. Regulation of the Minister of Health of the Republic of Indonesia Number 4 Year 2018 About Obligations of Hospitals and Patient Responsibilities. Jakarta; 2018. [In Indonesian].

Bahadori M, Raadabadi M, Ravangard, Baldacchino D. Factors Affecting dental service quality. Int J Health Care Qual Assur 2015; 28(7):678-9. https://doi.org/10.1108/IJHCQA-12-2014-0112

Adebayo ET, Adesina BY, Ahaji LE, Hussein NA. Patient assessment of the quality of dental care services in a Nigerian hospital. J Hosp Adm 2014; 3(6):20-1. https://doi.org/10.5430/jha.v3n6p20

Parasuraman A, Zeithaml VA, Berry LL. A Conceptual model of service quality and its implications for future research. J Mark 1985; 49(4):41-50. https://doi.org/10.1177/002224298504900403

Isaac T, Zaslavsky AM, Clear PD, Landon B. The relationship between patients’ perception of care and measures of hospital quality and safety. Health Serv Res 2010; 45(4):1024-5. https://doi.org/10.1111/j.1475-6773.2010.01122.x

Dahyanto D, Arofiati F. The analysis of inpatients satisfaction on service quality at Yogyakarta Respira Hospital. JMMR 2018; 7(2):162-9. https://doi.org/10.18196/jmmr.7269

Byarugaba JM. Health service quality as perceived by patients of referral hospitals in Uganda. Int J Contemp Manag 2013; 99-112.

Handayani PW, Hidayanto AZ, Sandhyaduhita P, Kasiyah, Dumilah A. Strategic hospital services quality analysis in Indonesia. Expert Syst Appl 2015; 42(6):3067-78. https://doi.org/10.1016/j.eswa.2014.11.065

Bahannan S, Eltelety S, Hassan MH, Ibrahim S, Amer H, Meligy O, et al. Oral and dental health status among adolescents with limited access to dental care services in Jeddah. Dent J 2018; 6(2):15. https://doi.org/10.3390/dj6020015

Nemati S, Ghasempour M, Khafr S. Impact of oral and dental health on quality of life in Iranian preschool children and their families. Electron Physician 2016; 8(11):3296-3301. https://doi.org/10.19082/3296

Mariño R, Giacaman RA. Patterns of use of oral health care services and barriers to dental care among ambulatory older Chilean. BMC Oral Health 2017; 17(1):38. https://doi.org/10.1186/s12903-016-0329-2

Rocha J, Pinto A, Batista M, Paula de JS, Ambrosano G. The importance of the evaluation of expectations and perceptions to improve the dental service quality. Int J Health Care Qual Assur 2017; 30(6):568-70. https://doi.org/10.1108/IJHCQA-01-2016-0008

Bhat N,Sultane P, Chhabra S, Choudhary S, Nandini S, Jolly T, Deekshita P, et al. Assessment of patient satisfaction toward dental care services of patients visiting dental schools in Udaipur, Rajasthan, India. Int J Oral Health Dent 2017; 5(1):34-41. https://doi.org/10.5005/jp-journals-10051-0079

Tashkandi F, Lama O, Lingawi H. Patients’ satisfaction with dental care services provided by educational dental hospital. IJHSR 2017; 7(6):135-36.

John J, Fekriah M, Shani A. Measuring service quality of public dental health care facilities in Kelantan, Malaysia. Asia Pac J Public Health 2011; 23(5):742-53. https://doi.org/10.1177/1010539509357341

Saeed AA, Mohamed BA. Patients’ perspective on factors affecting utilization of primary health care centers in Riyadh, Saudi Arabia. Saudi Med Journal 2002; 23(10):1237-42.

Rezaei S, Matin B, Moradi K, Bijan B, Masoud F, Behnam S, et al. Measurement of quality of educational hospital services by the SERVQUAL model: The Iranian patients’ perspective. Electron Physician 2016; 8(3):2101-6. https://doi.org/10.19082/2101

Kotler P, Keller K. Marketing Management. 12th. Ed. New Jersey: Pearson Prentice Hall; 2006. 413-414p.

Dopeykar N, Bahadori M, Mehdizadeh P, Ravangard R, Mahmood S, Seyed MH. Assessing the quality of dental services using SERVQUAL model. Dent Res J 2018; 15(6):430-6. https://doi.org/10.4103/1735-3327.245230

Adebayo T, Adesina B.A, Ahaji L, Hussein N.A. Patient assessment of the quality of dental care services in a Nigerian hospital. J Hosp Adm 2014; 3(6):20-8. https://doi.org/10.5430/jha.v3n6p20

Dewi FD, Grita S, Yevis M. Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness. Dent Res J 2011; 8(4):172-7. https://doi.org/10.4103/1735-3327.86032

Bone District Health Office. Bone District Health Profile. Health Profile of Bone Regency. Chapter V Health Resource Situation; 2015. 88-96p. [In Indonesian].

Ministry of Health of the Republic of Indonesia in 2013. Indonesian Medical Council Secretariat ratio of dentists per 100,000 population in Indonesia in 2013. 13p. [In Indonesian].

Al-Damen R. Health care service quality and its impact on patient satisfaction “Case of Al-Bashir Hospital.” Int J Bus Manag 2017; 12(9):136. https://doi.org/10.5539/ijbm.v12n9p136

Sulaiman A, Hisham NH. Applying importance-performance analysis to information systems: an exploratory case study. JIITO 2008; 3(3):95-103. https://doi.org/10.28945/132

World Health Organization. Oral Health Surveys: Basic Methods. 5th. Ed. Geneve: WHO; 2013. 18-20p.

Akbar FH, Ayuandika U. Gender and age differences in patient satisfaction with dental care in the urban and rural areas of Indonesia: Pilot pathfinder survey. Pesqui Bras Odontopediatria Clin Integr 2018; 18(1):e4093. https://doi.org/10.4034/PBOCI.2018.181.80

Akbar FH, Pasiga B, Samad R, Pratiwi R, Awar AI, Djamaluddin N, et al. Evaluation of expectations and perceptions on quality of dental services in Bantaeng District, South Sulawesi, Indonesia, 2018. J Int Dent Med Res 2018; 11(3):938-44.

Guadagnolo BA, Cina K, Koop B, Brunette D. A Pre-post survey analysis of satisfaction with health care and medical mistrust after patient navigation for American Indian cancer patients. J Health Care Poor Underserved 2011; 22(4):1-7. https://doi.org/10.1353/hpu.2011.0115

Badohari M, Ravangard R, Asghari B. Perceived barriers affecting access to preventive dental services: application of DEMATEL method. Iran Red Crescent Med J 2013; 15(8):659-61. https://doi.org/10.5812/ircmj.11810

Kim TY. T test as a parametric statistic. Korean J Anesthesiol 2015; 68(6):540-6. https://doi.org/10.4097/kjae.2015.68.6.540

Akbar FH, Pasiga BD, Montho R. Association between service health quality and patient satisfaction – a case study of people in North Mamuju, Indonesia 2017. Int J Manag 2017; 8(1):168-74.

Aliman NK, Mohamad WN. Perceptions of service quality and behavioral intentions: a mediation effect of patient satisfaction in the private health care in Malaysia. Int J Mark Stud 2013; 5(4):15-29. https://doi.org/10.5539/ijms.v5n4p15

Akbar FH, Pasiga B. Patient satisfaction level with health care quality at Dental Hospital of Hasanuddin University. Adv Social Sci Educ Human Res 2018; 127:253-8. https://doi.org/10.2991/icaaip-17.2018.59

Luo JY, Liu PP, Wong MC. Patients’ satisfaction with dental care: a qualitative study to develop a satisfaction instrument. BMC Oral Health 2018; 18:1-10. https://doi.org/10.1186/s12903-018-0477-7

Akbar FH, Pratiwi R, Cendikiawan R. Relationship between oral health status with knowledge, attitude, and behavior of elementary school children. J Int Dent Med Res 2017; 10(3):921-6.

Schneider B, White S. Service Quality Research Perspective. Los Angeles: Sage Publication; 2004. 30-1p.

Kadanakuppe S. Effective Communication and empathy skills in dentistry for better dentist-patient relationships. J Dent Probl Solut 2015; 2(3):58-59. https://doi.org/10.17352/2394-8418.000020

Akbar FH, Pratiwi R, Samad R, Fanissa F. Patient satisfaction on health service center in urban and rural area. Adv Health Sci Res 2017; 2:92-9. https://doi.org/10.2991/hsic-17.2017.14

Hassali MA, Alian AA, Basyirah AAR, Saleh KA, Fahad S, Noman UH, et al. Assessment of general of public health care services in kedah Malaysia. Australas Med J 2014; 7(1):35-44. https://doi.org/10.4066/AMJ.2014.1936

Aghamolaei T, Eftekhaari TE, Rafati S, Kahnouj K, Ahangari S. Service quality assessment of a referral hospital in Southern Iran with SERVQUAL technique:patients’ perspective. BMC Health Serv Res 2014; 14:332. https://doi.org/10.1186/1472-6963-14-322

Cong NT, Mai NT. Service quality and its impact on patient satisfaction: an investigation in Vietnamese public hospitals. JEEIR 2014; 2(1):66-78. https://doi.org/10.24191/jeeir.v2i1.9136

Akbar FH, Pratiwi R. Patient Satisfaction against the quality of dental health services at dental polyclinic of Tenriawaru General Hospital in Bone Regency. J Dentomaxillofac Sci 1(3):177-84. https://doi.org/10.15562/jdmfs.v1i3.313

Akbar FH, Pasinringi S, Awang AH. Factors affecting dental center service quality in Indonesia. Pesqui Bras Odontopediatria Clín Integr 2019, 19:e4269. https://doi.org/10.4034/PBOCI.2019.191.53

Husain FA, Tatengkeng F. Oral health-related quality of life appraised by OHIP-14 between urban and rural areas in Kutai Kartanegara Regency, Indonesia: pilot pathfinder survey. Open Dent J 2017; 11:557-64. https://doi.org/10.2174/1874210601711010557

Akbar FH, Pasinringi S, Awang AH. Assessment of patient satisfaction level to dental health care services in Indonesia. Pesqui Bras Odontopediatria Clín Integr 2020; 20:e4825. https://doi.org/10.1590/pboci.2020.077

Akbar FH, Pasinringi S, Awang AH. Relationship between health service access to dental conditions in urban and rural areas in Indonesia. Pesqui Bras Odontopediatria Clín Integr 2019, 19:e4652. https://doi.org/10.4034/PBOCI.2019.191.83




How to Cite

Akbar, F. H., Awang, A. H., & Rivai, F. (2023). Effect of Quality of Dental Health Services to Patient Satisfaction in Indonesia 2019: Importance-Performance Analysis. Pesquisa Brasileira Em Odontopediatria E Clínica Integrada, 23, e200098. Retrieved from https://revista.uepb.edu.br/PBOCI/article/view/1896



Original Articles