1Student of Health Policy Administration Program Study, Faculty of Public Health, Airlangga University
2Lecturer of Oral and Maxillofacial Surgery, Faculty of Dentistry, Brawijaya University, Indonesia
*Corresponding Author: Firdauzi Rimadhan, Department of Administration and Health Policy, Faculty of Public Health, Airlangga University, Indonesia, Jl. Mulyorejo Kampus C Universitas Airlangga, Surabaya, 60115, Indonesia, Email: firdauzi.rimadhan-2016@fkm.unair.ac.id
Online published on 19 August, 2019.
In the health care industry, customer observations are a focal point of service quality. To improve quality, service marketers have to identify the expectation of targetted customers. Pediatric dentistry is well positioned to help ameliorate the Early Childhood Caries (ECC) disease burden. As stated in the Surgeon General's 2000 report, ECC is the most common chronic childhood disease, with a prevalence five times that of asthma. The key to prevention is early intervention and regular preventive dental care based on risk and disease management. In disease management, if perceived service exceeds expected service, the customers are apt to use the service provider again.
This study aims to identify factors that affect customers’ service expectations using the SERVQUAL model.
The sample was selected using accidental sampling. Service expectations were measured using the five SERVQUAL dimensions questionnaire. A total of 93 participants completed the questionnaire.
The highest customers’ service expectations from five SERVQUAL dimensions was reliability (3.97). The relationship of reliability service quality with education level of customers was 2.039 times that of others service quality (OR = 2.039, CI = 0.429 to 9.686). The relationship of reliability service quality with customer has visited other health cares was 2.141 times that of others service quality (OR = 2.141, CI = 00.451 to 10.178).
To make the customers to use the services and improve the quality of service in the department of pediatric dentistry in Airlangga dental hospital, reliability must be provided based on customers’ service expectations.
Service Quality, Customers’ Expectations, Dental Hospital
