Pengaruh Kualitas Layanan, Tingkat Literasi Kesehatan, dan Lokasi Layanan terhadap Kepuasan Pasien Perawatan Gigi di Kabupaten Karangasem

Aletha, Kayla (2025) Pengaruh Kualitas Layanan, Tingkat Literasi Kesehatan, dan Lokasi Layanan terhadap Kepuasan Pasien Perawatan Gigi di Kabupaten Karangasem. Masters thesis, Universitas Tarumanagara.

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Abstract

Indonesia is a broad country with very diverse geographical conditions. Besides the disparity of its economic potential, less strategic regions also have inadequate resources.
This causes a gap in dental services quality. Dental problems like the prevalence of caries, low accessibility to dental care, and lack of patient education in oral health are influenced by uneven dentist-to-population ratio. In receiving dental care, differences between patients' conditions and expectations may affect satisfaction. Research in this field has been conducted in Java, but further analysis is required to determine factors influencing patient
satisfaction outside Java. The aim of this study was to determine the influence of service quality, health literacy level, and service location on patient satisfaction who received dental care. In this study, a quantitative descriptive method using cross-sectional data collection is used. Respondents were all patients who had received dental care in Puskesmas Karangasem 1 and/or Puskesmas Rendang in Karangasem Regency, Bali. The samples were selected using a non-probability consecutive sampling technique. Questionnaires were distributed online using Google Forms and offline using paper prints. The obtained data were then processed using SmartPLS software. Service quality, health literacy level, and service location significantly influenced patient satisfaction (p < 0,05). Patient satisfaction increases along with high quality of service, high levels of patient health literacy and
participation, ease of access, and short travel distances to receive dental care.

Keywords: Service quality, health literacy level, service location, patient satisfaction, dental care

Item Type:	Thesis (Masters)
Additional Information:	Dosen Pembimbing: Prof. Dr. Keni, S.E., M.M
Uncontrolled Keywords:	Keywords: Service quality, health literacy level, service location, patient satisfaction, dental care
Subjects:	Tesis Tesis > Pascasarjana
Divisions:	Pascasarjana
Depositing User:	Pasca Perpus
Date Deposited:	07 May 2026 08:34
Last Modified:	07 May 2026 08:56
URI:	https://repository.untar.ac.id/id/eprint/49193

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