THE EFFECT OF SERVICE QUALITY ON DENTAL AND ORAL PATIENT SATISFACTION AT RSGMP NALA HUSADA SURABAYA

This study aims to examine the effect of service quality, which includes tangible, reliability, responsiveness, assurance, and empathy dimensions, on dental and oral patient satisfaction at RSGMP Nala Husada Surabaya, both partially and simultaneously. This study uses a quantitative approach with an ex post facto design, utilising primary data collected through questionnaires to 93 patients. Data analysis was performed using multiple linear regression with the help of SPSS software. The results showed that service quality simultaneously had a significant effect on patient satisfaction. Partially, the reliability, responsiveness, and empathy dimensions show a significant effect, while the tangibles and assurance dimensions do not show a significant effect on patient satisfaction. The findings suggest that aspects of reliability, responsiveness, and empathy in service have an important role in shaping patient satisfaction. Based on these results, it is recommended to the management of RSGMP Nala Husada Surabaya to prioritise improvements in the dimensions of reliability, responsiveness, and empathy to increase patient satisfaction. Although the tangibles and assurance dimensions did not show a significant effect, improvements in these aspects are still important, especially in terms of the completeness of the medical equipment checking schedule and the availability of competent technicians. In addition, optimising the supervision system of senior doctors to coas students can increase patients' trust in the medical personnel who treat them.