The Relationship Between Service Quality and Individual Characteristics with Patient Satisfaction of Teledentistry Service Users at RSGM Universitas Muhamadiyah Yogyakarta

Abstract

Teledentistry is the use of information and communication technology in treatment, counseling, education, to improve dental and oral health during the COVID-19 pandemic. Teledentistry services as a medium for dental and oral health consultation need to pay attention to the quality of service and individual characteristics which are the main determinants of health services. The purpose of the study was to identify the relationship between service quality and individual characteristics with patient satisfaction of teledentistry service users. Cross sectional type of research. The technique of taking subjects using simple random sampling. The number of respondents was 125 renpondents. The research instrument uses servqual with Likert scale and patient satisfaction instrument with Likert scale. Respondents filled in individual characteristic data consisting of age, gender, education level and occupation. Data analysis in this study used pearson correlation test and multiple linear regression test. The Pearson correlation test showed that there was a relationship between service quality (p = 0.001) and age with patient satisfaction (p = 0.001) and there was no relationship between sex (p = 0.076), education level (p = 0.542) and occupation (p = 0.363) with patient satisfaction using teledentistry services. The results of multiple linear regression tests showed a significant relationship between service quality (?= 0.126; p= 0.001) and age (?= -0.044; p=0.025) with patient satisfaction using teledentistry services at RSGM Universitas Muhammadiyah Yogyakarta. The better the quality of service, the higher the level of patient satisfaction, the younger the age, the higher the level of patient satisfaction. There is no influence of gender, education level and occupation on patient satisfaction of teledentistry service users at RSGM Universitas Muhammadiyah Yogyakarta.