1Department of Dental Health, Polytechnic of Health, Makassar
2Social Security Study Center Universitas Airlangga
The growth of Clinic of Dental Health Service is currently increasing rapidly in the City of Makassar South Sulawesi Province. Quality is a dynamic condition associated with products, services, human resources, processes, and environments that meet or exceed expectations, where the relationship between products and services or services provided to consumers can meet their expectations and satisfaction. The purpose of this research is to analyze the dimension of service quality that consist of reliability, assurance, tangible, empathy, and responsiveness, fequently abbreviated as RATER, to patient's satisfaction level in Natural Esthetic Clinic (NEC) Makassar. This research is a survey of cross sectional study approach with the number of samples as many as 74 visiting patients. The result shows that the total value of patient satisfaction (gap) obtained in the analysis is-0.44 on the average and belongs to Medium category, It means that the quality of services in NEC Makassar is ordinary classified.and has not yet met patient's satisfaction. The result of statistical analysis shows that the dimensions of reliability (0.000) assurance (0.004), tangibel (0.001), and responsivenes (0.000) have significant effect on patient satisfaction, except emphaty (0.060) which does not give significant difference to influence patient satisfaction level. The possible advices are the need for increasing attention and communication; giving a high sense of care; and establishing a clinical management information system (CMIS) to provide efficient, effective, and accurate services.
Dimension of Quality, Satisfaction, Dental Clinic, City of Makassar
