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

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