Pengaruh Tingkat Kepuasan Pasien terhadap Mutu Pelayanan Kesehatan Gigi dan Mulut (Studi Literatur)

Abstract

Patient satisfaction is a key indicator of healthcare service quality, reflecting the extent to which services meet patients’ expectations while adhering to established ethical codes and professional standards. In dental and oral healthcare, satisfaction is determined by comparing patients’ perceptions of the services received with their expectations prior to treatment, evaluated across five quality dimensions: assurance, medical service, responsiveness, tangibility, and empathy. This study employed a qualitative design through a systematic literature review, utilizing data from articles, journals, books, scientific papers, and theses. Six studies met the inclusion criteria and demonstrated thematic alignment. The review found that higher service quality correlates with greater patient satisfaction. Among the five quality dimensions, the tangible aspect—encompassing facilities, cleanliness of waiting areas and restrooms, treatment room comfort, and service timeliness—emerged as the area requiring the most improvement.

Keywords: patient satisfaction; service quality; dental and oral health services; healthcare quality dimensions; tangible aspects; qualitative study; literature review