The
research, carried out between August and October 2025, evaluated how
patients perceive dental and oral health services at the Kaduhejo Health
Center. Using data from 257 outpatient respondents, the study provides
concrete evidence that service quality directly influences patient
satisfaction-an essential factor in encouraging repeat visits and positive
word-of-mouth within the community.
Dental and Oral Health Remain a National Challenge
Dental and oral health issues continue to pose serious public health challenges in Indonesia. According to global data from the World Health Organization, nearly half of the world’s population experiences oral health problems. In Indonesia, the situation is particularly concerning, with high rates of dental caries and limited access to professional dental care.
Despite
these challenges, community health centers (puskesmas) remain the
frontline of dental and oral health services, especially in semi-rural and
rural areas. The Kaduhejo Health Center plays a strategic role in serving the
Pandeglang community, making service quality a critical factor in ensuring
patients feel safe, respected, and willing to seek professional care rather
than self-treatment.
How the Study Measured Service Quality
The researchers used a quantitative, descriptive observational approach, gathering patient feedback through structured questionnaires. Service quality was assessed across five key dimensions commonly used in healthcare evaluations:
- Tangible – physical facilities, cleanliness, and equipment.
- Reliability – accuracy and consistency of care.
- Responsiveness – speed and attentiveness of staff.
- Assurance – competence, professionalism, and patient trust.
- Empathy – friendliness, respect, and personal attention.
Each
dimension was rated on a five-point scale, allowing the researchers to capture
patient perceptions in a clear and measurable way.
Key Findings: Reliability Leads, Assurance Needs Attention
Overall, patient satisfaction at the Kaduhejo Health Center was rated very high, with an average score of 4.158 out of 5 across all dimensions.
- Reliability scored the highest (4.19), indicating that patients strongly trust the consistency and accuracy of dental services. Respondents highlighted clear explanations from dentists, fast handling of complaints, and appropriate follow-up actions as major strengths.
- Tangible aspects scored 4.18, reflecting patient satisfaction with clean facilities, adequate equipment, and comfortable waiting areas.
- Responsiveness and empathy each scored around 4.15, showing that patients appreciate staff who are attentive, friendly, and willing to listen to their concerns.
- Assurance received the lowest score (4.12) still within the “very good” category but suggesting room for improvement in reinforcing patient confidence, especially through communication and reassurance during procedures.
These results show that while physical facilities and technical competence are important, human interaction remains central to patient satisfaction
Implications for Public Health Services
The study recommends that health centers:
- Strengthen communication skills among dental staff
- Maintain consistent service standards
- Improve patient education before procedures
- Foster a welcoming and empathetic service culture
These
steps can help ensure that dental and oral health services are not only
clinically effective but also socially responsive and patient-friendly.
Author Profiles
Irma Binarti, S.KG., M.Kes.
Lecturer and researcher at Universitas Prof. Dr. Moestopo (Beragama).
Her
expertise focuses on dental public health and healthcare service quality.
Sultan Zaeni Musyaffa, S.KM., M.KM.
Public health scholar at Universitas Prof. Dr. Moestopo (Beragama),
specializing in health service management and patient satisfaction studies.
Source
Irma Binarti, Sultan Zaeni Musyaffa. Assessment of the Quality of Dental and Oral Health Services on Patient Satisfaction at the Kaduhejo Pandeglang Health Center. Formosa Journal of Applied Sciences, Vol. 5 No. 1, hlm. 413–428.2026
DOI: https://doi.org/10.55927/fjas.v5i1.576
URL: https://srhformosapublisher.org/index.php/fjas
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