The effect of health services quality on satisfaction and loyalty in West Sulawesi Province, Indonesia

Abstract

OBJECTIVE: The objective of the study was to evaluate the patient satisfaction and loyalty to the quality of community dental and oral health services from various dimensions. MATERIALS AND METHODS: This study used a pilot pathfinder, which was conducted in Polewali Mandar District in 2019. The subjects consisted of 458 people. Data were collected using a questionnaire, which was designed appropriate to this survey which consists of 67 questions with responses in the form of bad, poor, moderate, good, and very good. Questions about dental and oral health service beliefs are grouped into four dimensions, ability, heart competence, intelligence, and trust. Beliefs were analyzed using the F-test and multiple regression. RESULTS: The dimensions of service quality toward satisfaction and loyalty were the dimensions of registration and the doctor which had an effect in community satisfaction and loyalty with p < 0.05. CONCLUSION: Communities in Wonomulyo Subdistrict, and Bulo Subdistrict, Polewali Mandar District largely have a significant interest in community satisfaction and loyalty with dental and oral health services.

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