Assurance and empathy: Key drivers of patient satisfaction and loyalty in public-insured dental services

Authors

Andi MIM. Amir, 082291856345Follow
Hasanuddin Thahir, Faculty Of Dentistry, Hasanuddin UniversityFollow
Lenni Indriani, Faculty Of Dentistry, Hasanuddin UniversityFollow
Fuad H. Akbar, Faculty Of Dentistry, Hasanuddin UniversityFollow
Eddy H. Habar, Faculty Of Dentistry, Hasanuddin UniversityFollow
Irene E. Rieuwpassa, Faculty Of Dentistry, Hasanuddin UniversityFollow

Abstract

Abstract

Objective: This study aimed to analyze the impact of dental healthcare service quality on patient satisfaction and loyalty among Social Health Insurance Administration Body (BPJS) participants at the Dental Clinic of Dr. Sumantri Hospital, Parepare, Indonesia, one of main referral hospital in South Sulawesi, Indonesia

Methods: A cross-sectional quantitative study was conducted involving 160 patients selected through convenience sampling. Data were collected using an Indonesian-adapted SERVQUAL questionnaire that assessed five dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy), patient satisfaction, and loyalty. Descriptive statistics, reliability analysis, and multiple linear regression were used for data analysis.

Results: Service quality significantly influenced patient satisfaction (p < 0.001) and loyalty (p < 0.001). Assurance was the strongest predictor of satisfaction (β = 0.296), and empathy had the greatest effect on loyalty (β = 0.284). The majority of patients perceived the service quality as good (98.1%), were satisfied (98.8%), and demonstrated strong loyalty (97.5%). The regression model explained 72.2% of the variance in patient loyalty, with the remaining 27.8% attributable to other factors.

Conclusion: Dental service quality significantly affects satisfaction and loyalty among BPJS patients. Enhancing assurance, empathy, and communication is crucial for strengthening patients’ trust and long-term commitment. Continuous quality improvement, patient-centered service design, and equitable access to care are essential for ensuring sustainability and institutional reputation in Indonesia's public healthcare system.

Recommended Citation

Amir, Andi MIM.; Thahir, Hasanuddin; Indriani, Lenni; Akbar, Fuad H.; Habar, Eddy H.; and Rieuwpassa, Irene E. (2025) "Assurance and empathy: Key drivers of patient satisfaction and loyalty in public-insured dental services," Journal of Dentomaxillofacial Science: Vol. 10: Iss. 4, Article 2.
DOI: https://doi.org/10.15562/jdmfs.v10i4.2140
Available at: https://scholarhub.unhas.ac.id/jdmfs/vol10/iss4/2

Pages

215-219

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Rights

©2025Andi MIM. Amir, Hasanuddin Thahir, Lenni Indriani; Fuad H. Akbar; Eddy H. Habar, Irene E. Rieuwpassa

DOI

10.15562/jdmfs.v10i4.2140