نام کاربری :
رمز عبور :
  به خاطر بسپار
کلمه عبور را فراموش کرده ايد؟
ثبت نام کاربر جديد
AWT IMAGE

AWT IMAGE
جراحی دهان،فک و صورت: Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness

Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness

Authors: Fellani Danasra Dewi 1,Grita Sudjana 2,Yevis Marty Oesman3
1-Academic Unit of Primary and Preventive Dentistry, AIMST University, Kedah, Malaysia
2-Department of Oro-Maxillofacial Surgery, Dr Hasan Sadikin General Hospital, Bandung, West Java

3-Management Faculty, Padjadjaran University, Bandung, Indonesia

danasra@yahoo.com


Abstract:


Background:

Transformation of health care is underway from sellers’ market to consumers’ market, where the satisfaction of the patients’ need is a primary concern while defi ning the service quality. Hence, commitment to provide a high-quality service and achieving patients’ satisfaction becomes an important issue for dental health care provider. The aim of this research is to investigate the quality of dental health care service based on empathy and responsiveness aspects.
Methods:

A to tal of 90 questionnaires were completed by the dental patients who came to dental polyclinic located in Government Hospital, West Java, Indonesia. The questionnaire was concerned on two dimensions of service quality model, i.e. empathy and responsiveness. The obtained data were analyzed using inferential statistics (t test) and also descriptive statistics with importance performance analysis.
Results:

 All the attributes tested by t test showed that perception and expectation differed signifi cantly, except for responsiveness, i.e. ability of dental assistants in assisting the dentist (t test 0.505<t table 1.987). The most important factor in evaluating patient satisfaction is the response given by administration staff related to long waiting time (t test 5.377), followed by dental assistant’s knowledge about the patient’s need during treatment (t test 4.822) and explanation that was given by dentist (t test 4.700).
Conclusion:

 It can be inferred from IPA that priority should be given to dentist’s communication and dental assistant’s knowledge toward patient’s needs to enhance the service quality.
Key Words: Dental health services, empathy, responsiveness, satisfaction, service quality


Source: Dental Research journal

Full text

بایگانی مطالب:

مطالب کدام بخش سایت بیشتر مورد نیاز شماست؟
پرسش و پاسخ
جشنواره شهید هدایت
کلینیک تخصصی دندانپزشکی
مجله علمی
نمایشگاه کتاب
نمایشگاه مواد و تجهیزات دندانپزشکی
نیازمندیها
   
:. کل کاربران ثبت شده: 168
:. کاربران حاضر در وبگاه: 0
:. میهمانان در حال بازدید: 8
:. تمام بازدید‌ها: 8582162
:. بازدید 24 ساعت قبل: 2046

کلیه حقوق این وب سایت متعلق به جامعه اسلامی دندانپزشکان می باشد.

صفحه اصلی | درباره ما | ارتباط با ما | نقشه سایت

Created in : 0.43 seconds with 46 queries by YEKTAWEB