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Analysis of importance level and quality achievement aspect in dental health service (A case study on Waru Sidoarjo Community Dental Health Service)

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Background: Patients as customers of health services actuallv have expectation and assessment of health services perceived. During the initial interview conducted at Waru Sidoarjo Communitv Dental Health Service (Waru Sidoarjo CDHS), it is known that one hundred percent of initial respondens were not satisfied with dental care service provided. All of those respondents assessed that Waru Sidoarjo CDHS still has 11(11 met their expectations of service qualitvfactors considered la be important for them. It is even known that there is usually a gap bet ween the expectations of quality dental care service and the assessment of services perceived. As a result, further researches are needed to be conducted regarding the level of importance and achievement-related with factors that affect the quality of health services. Purpose: The purpose of this study was to determine the level of importance and achievement of The quality aspects of the health service provided bv Waru Sidoarjo CDHS.
Methods: This study can be considered as a descriptive observational study. The instrument used in this study was measurement instruments of service quality. Respondents in the study were 200 patients who visited to dental care services in Waru Sidoarjo CDHS in July 2011. Results: All of the attributes had a mean value of dominant importance and assessments at four. The at tributes of the appearance feasibility of medical staffs had the highest interest. about 4.780. Meanwhile, the mean value of the lowest importance was on the attributes of the service suitability, about 4,595. During the observation of the service value, ii is also known that The high est mean value was on the non-discriminative services, about 4.600.
Conclusion: It can be concluded that there were attributes considered 10 be important for patients, but still not being fully met by health services provided bv the service provider or Community Dental Health Care. Those attributes involving waiting room comfort, service readiness and service preparat ion attributes which not only had high importance value, but also had a large percentage of respondeilts who were not satisfied.
Key words: The expectations of patients, the assessments of patients. The satisfactory of patients. dental care service

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Semarang : FK Diponegoro Semarang., 2012

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0126-1762

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DENTAL HEALTH SERVICES

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