Evaluation of Patient Satisfaction with Service Quality at Hasim Dental Center, CBD Polonia, Medan, Indonesia

Abstract

Patient satisfaction is a key indicator in assessing the success of dental healthcare services, reflecting the degree of service perfection in creating a sense of satisfaction for each patient (Sadaningsih DP & Irsa LI, 2022). In the context of private dental clinics like Hasim Dental Center (HDC), measuring patient satisfaction serves as a benchmark for service quality and a determinant of long-term sustainability. This study aims to analyze the relationship between service quality and patient satisfaction at HDC CBD Polonia Medan, using a modified SERVQUAL model. The study employed a qualitative descriptive-analytical design with a solvin formula involving 60 respondents who met the inclusion criteria. Data were collected using a modified SERVQUAL-based questionnaire covering seven dimensions: Tangible, Responsiveness, Empathy, Control, Trust, Self-Disclosure, and Confirmation. Data analysis included descriptive statistics, validity-reliability testing, Kolmogorov-Smirnov normality testing, and non-parametric Spearman correlation testing. The results showed that, in general, patients were satisfied with all service quality dimensions (mean 3.50-4.57). The Trust dimension received the highest score (mean=4.57). However, correlation analysis revealed that Responsiveness (ρ=0.824; p<0.001) was the strongest factor influencing patient satisfaction, followed by Tangible (ρ=0.795) and Empathy (ρ=0.713). The Control (ρ=0.156; p=0.233) and Trust (ρ=0.087; p=0.509) dimensions showed no statistically significant relationship. Although trust is highly rated by patients, responsiveness of service, physical facilities, and empathy more strongly influence the overall level of patient satisfaction. These findings recommend strategic prioritization of improving service responsiveness and responsive communication to enhance patient satisfaction in dental clinics.