Abstract
Objective: To know the difference of patient satisfaction to dental service based on gender and age in urban and rural area of Gowa regency of South Sulawesi, Indonesia. Material and Methods: This study used pilot pathfinder survey design, conducted in Gowa regency in April 2018. The sample consisted of 420 participants. Data were collected using a satisfaction III questionnaire that has been designed in accordance with a survey of fifty-one questions. Questionnaires are divided into seven subscales: General Satisfaction, Technical Quality, Interpersonal Aspect, Communication, Financial Aspect, Time Spent with Doctors, Access / Availability / Convenience. The level of satisfaction was analyzed using t independent test. The level of significance was set at 5%. Results: In dental and oral health services in urban areas there was a significant difference of satisfaction level between males and females group >35 years and in rural area there was difference of satisfaction level significant between mals and females based on communication aspect in age group ≤35 years and there is no significant difference of satisfaction level between urban and rural area. Conclusion: There is difference of satisfaction level between males and females based on technical and communication quality aspect and there is no difference of level of satisfaction between urban and rural area.
Highlights
Providing quality services is the key to success in the service industry
Objective: To know the difference of patient satisfaction to dental service based on gender and age in urban and rural area of Gowa regency of South Sulawesi, Indonesia
In dental and oral health services in urban areas there was a significant difference of satisfaction level between males and females group >35 years and in rural area there was difference of satisfaction level significant between mals and females based on communication aspect in age group ≤35 years and there is no significant difference of satisfaction level between urban and rural area
Summary
Providing quality services is the key to success in the service industry. In the current era of competition, supervision and improvement of service quality is essential to develop business efficiency and volume and quality greatly affect customer satisfaction [1]. Based on Indonesian Law Number 36 of 2009 on health regulations of Rights and Obligations, it is stated that everyone has equal rights in obtaining access to health, safe, quality, affordable health care, having the right to independently and responsibly decide on the health services they need [5]. In Gowa district, the dentist ratio is 1: 17.544 population, this is not in accordance with the dentist ratio in an ideal population according to World Health Organization is 1: 2000 so with the high dental and oral health problems and a lack of medical personnel in Gowa that may be influential to the quality of dental and mouth services [12,13,14]. The purpose of this study was to see the difference in user satisfaction with health services based on gender and age
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