Factors Determining Patient Satisfaction Levels at NDC Dental Clinics in Indonesia
Keywords:
Dental Clinic, Patient Satisfaction, Service Quality.Abstract
This study was conducted to determine the extent to which patient satisfaction is influenced by factors such as service quality dimensions at the NDC dental clinic. Causal relationships between variables were tested, and a quantitative design was chosen. A total of 600 patients who visited the clinic between December 2025 and January 2026 were involved as respondents. Purposive sampling was applied as the sampling technique. PLS-SEM was chosen as the data analysis method. It was found that medical treatment procedures, tangibility, and empathy were factors that influenced patient satisfaction. In contrast, social influence, administrative practices, hospital image, reliability, assurance, and responsiveness were not factors that influenced patient satisfaction. Empathy and tangibility are important constructs with strong performance; therefore, these factors must be maintained to maintain patient satisfaction. This study contributes to the development of SERVQUAL theory by adding social influence factors to the dental clinic context.
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