There was the demand to improve the quality of the dental clinic serves as the objection of the health care service especially in the dentistry sector is to meet patient satisfaction. The purpose of the study is to review the literature on the service area to determine the important factor of the service quality. Data were collected using a questionnaire to measure the five dimensions of the service quality include tangibility, reliability, responsiveness, assurance, and empathy. A five-point Likert scale used to evaluate all dimensions. The data were analyzed to get the mean, standard deviation, and confirmatory factor. All of the dimensions have the Cronbach α score of more than 0.6 which means its reliability level is reliable. The result of the study show the Responsiveness, Assurance and Empathy have the highest effect on the dental service quality
Perception and Expectation of Dental Clinic Services in Jakarta, Indonesia
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