EXPLORING PATIENT SATISFACTION AT A PRIVATE DENTAL CLINIC IN JAKARTA: A QUALITATIVE STUDY
DOI:
https://doi.org/10.31004/prepotif.v9i2.46763Keywords:
kepuasan pasien, klinik gigi, studi kualitatifAbstract
Penelitian ini bertujuan untuk mengidentifikasi faktor-faktor utama yang memengaruhi kepuasan pasien di Klinik X, sebuah klinik gigi swasta yang berlokasi di Jakarta. Desain studi kasus tunggal kualitatif digunakan untuk mendapatkan pemahaman mendalam mengenai pengalaman dan persepsi pasien. Partisipan dipilih melalui teknik convenience sampling dan diwawancarai secara mendalam menggunakan panduan pertanyaan semi-terstruktur dalam Bahasa Indonesia. Seluruh wawancara direkam, ditranskripsi secara verbatim, dan dianalisis secara tematik untuk mengidentifikasi pola dan tema yang berulang. Persetujuan etik diperoleh dari komite etik yang berwenang. Hasil penelitian menunjukkan bahwa kepuasan pasien dipengaruhi oleh beberapa faktor yang saling berkaitan. Rekomendasi dari mulut ke mulut, terutama dari keluarga dan teman, memiliki peran penting dalam menarik pasien baru. Selain itu, kompetensi dan perilaku komunikasi dokter gigi secara konsisten disebut sebagai elemen utama dalam menciptakan pengalaman positif. Keahlian dan sikap profesional staf pendukung, serta kemampuan mereka dalam berkomunikasi dan membangun hubungan yang baik, turut memberikan kontribusi signifikan. Pasien juga menghargai lingkungan klinik yang bersih, higienis, lengkap dengan fasilitas memadai, serta lokasi yang strategis dan mudah diakses. Efisiensi layanan, termasuk ketepatan waktu dan proses administrasi yang lancar, serta persepsi terhadap nilai yang sebanding dengan biaya, turut meningkatkan kepuasan secara keseluruhan. Dari semua faktor tersebut, kompetensi dan komunikasi dokter gigi, serta profesionalisme staf, dianggap sebagai yang paling berpengaruh.References
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