The Effect of Dental and Oral Health Service Quality on Repeat Visit Interest Through Patient Satisfaction Levels at IDC Dental Care Clinic in Makassar

Abstract

Oral health is a crucial aspect of supporting daily activities and general well-being. Rising public awareness regarding health has driven an increased demand for quality healthcare services. Dental clinics, as healthcare providers, are required to deliver high-quality services to meet patient expectations and foster the intention to return. This study aimed to empirically analyze how service quality dimensions—namely Reliability, Responsiveness, Assurance, Empathy, and Tangibles, based on the Service Quality (SERVQUAL) model—contribute to patients' intention to return. An analytical survey with a cross-sectional design was employed, involving 20 patients who met the criterion of having visited the clinic at least three times. The results indicated that overall service quality was rated as excellent by the majority of respondents (90%). Further statistical analysis confirmed that all five service quality dimensions significantly influenced patients' intention to return (p-value <0.05 for all dimensions), with empathy identified as the most dominant factor. There was a significant influence of oral healthcare quality on patients' intention to return, mediated by patient satisfaction levels at the IDC Dental Care Clinic in Makassar. All service quality dimensions (reliability, responsiveness, assurance, empathy, and tangibles) contributed positively to the intention to return, with empathy being the most dominant factor.