Quality of Dental Health Service in Indonesia: A Pilot Pathfinder Survey

Abstract

Fuad Husain Akbar, Selistiani, Abd Hair Awang.

The aim of this study was to identify factors affecting quality of dental health service in Pinrang District, Indonesia. This study used a pilot pathfinder design which was conducted on January 28th- February 1st, 2019 and analysed a sample of 298 subjects. Data were collected using a modified SERVQUAL questionnaire designed for the study based on a model of service quality which consists of two parts: the subject's demographic characteristics and a 65-item questionnaire to measure the five dimensions of the service quality. Five points Likert Scale were used to evaluate all dimensions in the questionnaire (1= Very Poor, 5=Excellent). The data were analyzed using SPSS 25.0 and Amos 18.0 to get the mean, standard deviation and confirmatory factor. The highest score regarding the service quality on the dimension of doctors with the average value was 3.73 and the lowest score on the dimension of registration and pharmacy with the same average value was 3.66. Based on Confirmatory Factor Analysis, all the results of the goodness of fit index are all classified in the poor category. Factors affecting quality in dental health service in Pinrang district in each dimension were “The staffs are quick to handle the patients” on registration dimension, “Accuracy of examination performed by a doctor” on doctors dimension, “Nurses are quick to handle patient complaints” on nurses dimension, “Peace in the