Original Article

Studi mutu pelayanan berdasarkan kepuasan pasien di Klinik Gigi dan Mulut RSUP Dr. Wahidin Sudirohusodo Makassar

A. St. Asmidar Anas , Andi Zulkifli Abdullah

A. St. Asmidar Anas
Bagian Oral Biologi Fakultas Kedokteran Gigi Universitas Hasanuddin Makassar. Email: jdmfs.fkgunhas@gmail.com

Andi Zulkifli Abdullah
Bagian Oral Biologi Fakultas Kedokteran Gigi Universitas Hasanuddin Makassar
Online First: October 30, 2008 | Cite this Article
Anas, A., Abdullah, A. 2008. Studi mutu pelayanan berdasarkan kepuasan pasien di Klinik Gigi dan Mulut RSUP Dr. Wahidin Sudirohusodo Makassar. Journal of Dentomaxillofacial Science 7(2): 98-105.


The improvement of quality health service has become a national and global main
issue in the health development. This is due to great demand of service in health
organization to provide optimum service health. The effort of improving quality
health service consists of health organization and health professionals. This study
aimed to describe patient satisfaction of service quality of health professional in
dental clinic of RSUP Dr. Wahidin Sudirohusodo Makassar. The samples of this
descriptive survey study were patients of the hospital who fulfill criteria of
inclusion. Intake of samples by purpose, and sample size was 85 people. Patient
satisfaction was determined using RATER dimensions -reliability, assurance,
tangible, empathy and responsiveness. Service quality, which was assessed based
on average of percentage of patient answers, is considered good if satisfaction is ≥
60% and bad if satisfaction is ≤ 60%. The results show that the reliability,
assurance, tangible, empathy, and responsiveness of health officer, are 82.4%,
76.5%, 89.4%, 87.1%, and 78.8% respectively. The study concludes that service
quality of the dental clinic in 2007 was good.

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